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Republic of Mauritius Administrative Reforms in the Civil Service in Mauritius By Mr Ashis Kumar Hoolass Principal Assistant Secretary Ministry of Civil.

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Presentation on theme: "Republic of Mauritius Administrative Reforms in the Civil Service in Mauritius By Mr Ashis Kumar Hoolass Principal Assistant Secretary Ministry of Civil."— Presentation transcript:

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2 Republic of Mauritius Administrative Reforms in the Civil Service in Mauritius By Mr Ashis Kumar Hoolass Principal Assistant Secretary Ministry of Civil Service and Administrative Reforms 2 nd CPSI Public Sector Innovation Conference November 2008

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4 Republic of Mauritius  Became Independent on 12 March 1968  Acceded to the status of Republic on 12 March nd CPSI Public Sector Innovation Conference November 2008

5  Population – 1.25 million  Population growth (annual %) – 0.63%  Overall Population density – 638 per km 2  Life expectancy – 72 years  GDP – MUR 206 billion (USD 6.6 billion)  GDP growth (annual %) – 5%  Income per Capita – MUR 165, 000 (USD 5,297)  Adult Literacy Rate – 85% About Mauritius 2 nd CPSI Public Sector Innovation Conference November 2008

6  Agro-industry  Export Processing Zone  Tourism  Financial Sector  IT to become a fifth pillar Economic Pillars 2 nd CPSI Public Sector Innovation Conference November 2008

7 System of Government Mauritius is a parliamentary democracy with a unicameral system of parliament, a National Assembly of elected MPs, based on the Westminster model with a clear separation of powers between the:  Legislature Power to make laws exercisable by Bills passed by the National Assembly and assented to by the President  Judiciary Structured judicial system consisting of Supreme, Intermediate and District Courts  Executive Administers the affairs of the nation, and is exercised by the Cabinet headed by the Prime Minister 2 nd CPSI Public Sector Innovation Conference November 2008

8  Prime Minister is appointed by the President based on the ability to command the majority in parliament  Cabinet Ministers are appointed by the President on the advice of the Prime Minister  Cabinet Ministers and head Ministries are responsible for the business of their respective Ministries in Parliament  Cabinet solidarity and collective responsibility is a key principle of government THE EXECUTIVE 2 nd CPSI Public Sector Innovation Conference November 2008

9 Secretary to Cabinet & Supervising Officers  The Secretary to Cabinet is also the Head of the Civil Service  He has overall responsibility for the proper functioning of a non-partisan and professional civil service which serves the government of the day  Supervising officers are accounting officers of Ministries / Departments 2 nd CPSI Public Sector Innovation Conference November 2008

10 22 Ministries Core 50,000 Public 26 Occupational 58 Departments Civil Officers Classes Service 1500 grades Local Authorities 5 Municipalities & 30,000 Officers 4 Districts Councils 90 Parastatal Bodies (Statutory Bodies, Public Enterprises) TOTAL NUMBER OF PUBLIC OFFICERS : 80,000 Structure / Overall Workforce of the Public Service 2 nd CPSI Public Sector Innovation Conference November 2008

11 The overall vision of Government is to develop Mauritius into a Modern nation, enhance its competitiveness in the global market and improve the quality of life of the people. Vision of the Government 2 nd CPSI Public Sector Innovation Conference November 2008

12 Vision of the Ministry of Civil Service & Administrative Reforms To create a modern and efficient Public Service to achieve excellence in the delivery of public services and to ensure good governance 2 nd CPSI Public Sector Innovation Conference November 2008

13 Mission Statement of the Ministry of Civil Service & Administrative Reforms  To spearhead administrative reforms so as to enable the delivery of quality and timely services to the public  To be a driver, catalyst and facilitator for the development of effective and efficient human resources in the Civil Service  To enhance skills of public officers through different forms of training 2 nd CPSI Public Sector Innovation Conference November 2008

14 Culture 2 nd CPSI Public Sector Innovation Conference November 2008

15  Ethical Culture  Quality Culture  Customer Care Culture  Performance Oriented Culture 2 nd CPSI Public Sector Innovation Conference November 2008

16  To define accepted/acceptable behaviour  To promote high standards of practice  To maintain a consistent approach in our decisions/actions  To provide a benchmark for self evaluation or self assessment of decision/action.  To establish a framework for professional behaviour as responsibilities. The need for Ethics 2 nd CPSI Public Sector Innovation Conference November 2008

17 Code of Ethics  The existing ‘Code of Ethics’, published in January 2000, has been revised in depth by a Select Panel and launched on 03 May  The Code of Ethics sets out the standards of correct conduct expected of public officers.

18 United Nations Convention against corruption  Mauritius has signed and ratified this convention and is committed to regular monitoring 2 nd CPSI Public Sector Innovation Conference November 2008

19 Legal / Institutional Framework Legislations i. Constitution 1968 ii. Official Secrets Act 1972 iii. The Prevention of Corruption Act 2002 iv. Financial Intelligence and Anti-Money Laundering Act 2002 v. Declaration of Assets Act 1991 vi. Public Procurement Act nd CPSI Public Sector Innovation Conference November 2008

20 Regulations & Guidelines i. Public Service Commission (PSC) Regulations 1981 ii. Personnel Management Manual (PMM) 2006 iii. Financial Management Manual Legal / Institutional Framework (Contd) 2 nd CPSI Public Sector Innovation Conference November 2008

21 Code for Corporate Governance  Makes Provision for the setting up of a Board of Directors  National Committee on Corporate Governance  Financial Reporting Council 2 nd CPSI Public Sector Innovation Conference November 2008

22 Director of AUDIT  Audit Committees  Internal Control 2 nd CPSI Public Sector Innovation Conference November 2008

23 Mauritius Revenue Authority Stringent Control / Measures on Tax Evasion 2 nd CPSI Public Sector Innovation Conference November 2008

24  The gist of the ‘Code of Ethics for Public Officers’ has been published in the form of a poster.  It has been widely distributed in all Ministries/Departments. Poster of “Code of Ethics for Public Officers”

25  An Ethics Online Corner has been developed to act as a focal point on ethics  It provides easy access to reference materials on ethics  Can be viewed on Ethics Online Corner 2 nd CPSI Public Sector Innovation Conference November 2008

26 Ethical Standards Management Committee It is set up under the responsibility of Heads of Ministries/Departments to :  promote values of the Code of Ethics for Public Officers on an on-going basis  consider problem cases relating to unethical behaviour & recommend appropriate action  examine current concerns about standards of conduct of Public Officers 2 nd CPSI Public Sector Innovation Conference November 2008

27  Muda Free Public Service Programme was developed based on the Japanese concept of Gemba Kaizen.  It aims to instill and consolidate a quality culture within the Public Service by identifying, reducing and eliminating mudas, that is non valued added activities and improving the work environment and work processes. 2 nd CPSI Public Sector Innovation Conference November 2008 Muda Free Public Service Programme

28 It operates according to the 5S principles, which is focused on fostering and sustaining high quality housekeeping so as to evolve in a clean, orderly and safe environment at work. 5 steps principles are;  Seiri (Sorting) - To sort and throw away unnecessary items  Seiton (Arranging) - To arrange necessary items in a neat, proper manner so that they can be easily retrieved for use; and to return them to their proper locations after use  Seiso (Cleaning) - To clean and inspect the workplace thoroughly so that there is no dust on the floor, machines and equipment.  Seiketsu (Maintaining) - To maintain a high standard of workplace organisation by keeping everything clean and orderly at all times.  Shitsuke.(Self-discipline) - To train people to follow good housekeeping standards and to observe self-discipline through continuous practice. Muda Free Public Service Programme

29 BEFORE Gemba: Opening of Files Sort out the unwanted items

30 AFTER Regular Cleaning to sustain a Spic and Span work environment More space available

31 A Written Commitment By Ministries and Departments Promising to Deliver Services to their Customers / Clients according to Pre-Determined Quality Standards Citizen’s / Customer Charter 2 nd CPSI Public Sector Innovation Conference November 2008

32 Citizen’s / Customer Charter  This is an ideal tool to cut down on red tapism as all parameters and requirements needed to qualify for and benefit from a particular service are clearly spelt out, along with the time-frame within which the service will be delivered.  It thus clearly defines what is expected of both the customers /citizens on the one side and organizations on the other. 2 nd CPSI Public Sector Innovation Conference November 2008

33 Customer Charter of the Ministry of Civil Service and Administrative Reforms

34 Improvement of Counter / Customer Services Scheme  In line with the vision of Government of “Putting People First”, this scheme is meant to enhance the level of Counter/Customer Services, particularly at the level of Ministries / Departments that deal directly and extensively with members of the public. 2 nd CPSI Public Sector Innovation Conference November 2008

35 Improvement of Counter / Customer Services Scheme  In this respect, a booklet entitled ‘Guidelines on Improving Counter/Customer Services’ has been published in August 2006, updated in July 2008 and widely circulated to all Ministries / Departments. The booklet has also been posted online on the website of the Ministry for easy accessibility for all officers. 2 nd CPSI Public Sector Innovation Conference November 2008

36 Guidelines on Quality Counter / Customer Services Ministry of Civil Service and Administrative Reforms

37 Improvement of Counter Services  The Scheme aims at enhancing the level of counter services provided by the Public Service through: *Sensitisation of officers *Funding of projects for improvement of physical environment and service delivery. *Followed by Training in Customer Care to officers providing direct Counter Service. 2 nd CPSI Public Sector Innovation Conference November 2008

38 BEFORE Registrar General AFTER

39 BEFOREAFTER Registrar General

40 National Transport Authority Fitness Centre Forest-side BEFOREAFTER

41 The application of ISO principles in government processes fits into the Government objectives to improve quality and productivity at all levels in the Public Service. ISO Principles  standardized work processes  revisit and re-engineer existing practices by streamlining procedures  guarantees transparency in all transactions  enhances team spirit among colleagues  consolidates the quality culture in organisations 2 nd CPSI Public Sector Innovation Conference November 2008

42 ISO Certification  To instill a quality culture in the Public Service, the ARD is encouraging Ministries and Departments to operate according to standards set by the International Standards Organisation (ISO).  Eventually, it is planned to make ISO Certification mandatory for all Ministries / Departments. As a first step, it has been decided that Units of Ministries / Departments which daily deal with a large number of members from the public, and in particular those offering counter services should invariably be ISO certified. 2 nd CPSI Public Sector Innovation Conference November 2008

43 Performance Management System (PMS)  The Performance Management System (PMS) is an integrated reform strategy and management tool that helps to define the roles/responsibilities of individual employees within an organization as well as those of its various Sections/Divisions so as to ensure that these are in line with the overall goals and objectives of the organization.  The PMS gives a sense of direction and commitment to all officers of any given organisation. 2 nd CPSI Public Sector Innovation Conference November 2008

44 PMS at Min / Dept level Develop Vision, Mission, Strategic Plan Set objectives and Key Result Areas (KRAs) Develop Key Performance Indicators (KPIs) for each KRA Final Performance Review (achievement / non-achievement of Objectives / KRAs / Key Tasks) (Formal) Organisation Section Individual Moderation / Appeal PMS at Section / Unit level Develop Section / Unit Plan based on strategic plan Set objectives and KRAs Develop KPIs for each KRA PMS at Individual level Develop Work Plan Personal Development Plan Set out KRAs and Key Tasks for each KRA Develop Performance Standards for each Key Task Moderation / Appeal Progress Review / Mid- term Review (Formal) Organisation – Top Management Section – Head Individual – Appraisee / Appraiser Moderation / Appeal The 5-Phase Approach Phase I - Project Start-Up - Sensitisation and Awareness - Analysis of organisation Phase II - Process Write Up - Guidelines/Forms/Policy Manual Phase III - Training Phase IV - Pilot Testing Phase V - Implementation PMS CYCLE Government Programme Objectives, Priorities & Mandates 1

45 High Level Interventions  To facilitate and support the above initiatives, Officers are exposed to new trends in Management through High Level Interventions by Internationally renowned Consultants  Capacity building in key areas of Administrative Reforms such as Result Based Management, Customer Oriented and Counter Services and ISO Certification is also carried out. Lecture on Civil Service Reforms by Baroness Usha Prashar, CBE former First Civil Service Commissioner UK 2 nd CPSI Public Sector Innovation Conference November 2008

46 Types of Training Programmes IN HOUSE COURSES  Induction Programmes  Refresher Courses  Focused Programmes OVERSEAS TRAINING  International Seminars  Conferences  Workshops  Short courses 2 nd CPSI Public Sector Innovation Conference November 2008

47 Study leave Leave for examination/revision purposes Award courses falling within prescribed scheme of service Distance learning scheme Part time post graduate courses ICT training programme for public officers The Civil Service Library…. Approaches for Enhancement of Skills 2 nd CPSI Public Sector Innovation Conference November 2008

48 Benchmarking / Sharing of Knowledge Benchmarking on successful reform initiatives and maintaining links with other organisations, at both national and international levels, so as to keep track of and adopt best practices. Other Ministries / Departments are also encouraged to maintain links with international organisations. 2 nd CPSI Public Sector Innovation Conference November 2008

49 E-Government Initiatives  A Government Online Centre (GOC) is operational and provides online information and services (such as forms) to customers round the clock.  The use of is being encouraged.  facilities are being offered to officers as from the rank of Executive Officer  Access to Internet to all officers 2 nd CPSI Public Sector Innovation Conference November 2008

50 Computerised Registry System  A Standardised Registry System hosted at the GOC has been introduced and is operational in 17 Ministries/Departments.  In Phase II, 21 other Ministries/Departments will be included in the project. 2 nd CPSI Public Sector Innovation Conference November 2008

51 Human Resource Management System  This central database system has been developed and is Hosted on the GOC since March 2007, it will now be adopted for use by individual Ministries. 2 nd CPSI Public Sector Innovation Conference November 2008

52 Training Information System (TIS)  The TIS is to be a central database where updated information on training carried out by the various training units of the Public Service & training facilities would be available. 2 nd CPSI Public Sector Innovation Conference November 2008

53 Electronic Attendance System  The EAS allows the monitoring of attendance such as time of arrival and departure, absences, lateness and early departures of all officers; and allows for the exact computation of the hours at work of every officer.  The EAS has ushered a new work culture characterised by self-discipline, and a new attitude towards shouldering responsibilities. 2 nd CPSI Public Sector Innovation Conference November 2008

54 Occupational Safety and Health  The Occupational Safety and Health Act has been amended to include the Public Sector as well.  The Occupational Safety and Health Unit of the Ministry of Civil Service and Administrative Reforms is ensuring a health and Safer working environment for public officers in the Civil Service. 2 nd CPSI Public Sector Innovation Conference November 2008

55 Public Officers Welfare Council (POWC)  To promote the welfare of Public Officers and their families through recreational activities

56 Reforms Unit Ministries and Departments have been requested to set up their respective Reforms Units. The Reforms Units aim at improving the processes and procedures within Ministries and Departments, with a focus on efficiency, effectiveness and the provision of quality service to citizens. 2 nd CPSI Public Sector Innovation Conference November 2008

57  Set up on 5 October 2006 under the Chairmanship of the Secretary to Cabinet and Head of Civil Service.  Responsible for implementing, monitoring and cordinating reform initiatives in the Public Sector. 2 nd CPSI Public Sector Innovation Conference November 2008 Public Sector Reforms Steering Committee (PSRSC)

58 Mystery Shopping 2 nd CPSI Public Sector Innovation Conference November 2008  An innovative concept introduced last year.  The service delivery of public organisations is assessed by pseudo customers.  Where the effectiveness / efficiency of Ministries and Departments are assessed through on-spot, unannounced surveys carried out by anonymous researchers

59  The overall effectiveness of remedial measures taken following weaknesses identified during Mystery Shopping Exercises, will be assessed through “EXIT INTERVIEWS”.  Actual real life customers having benefitted from a service will be called upon to evaluate the service in question just as they walk out of the public organizations. 2 nd CPSI Public Sector Innovation Conference November 2008 Exit Interviews

60 Public Service Excellence Awards (PSEA) Trophies awarded to the Winner To encourage innovation and excellence in the delivery of government services, a Public Service Excellence Award (PSEA) was launched in October 2006 to honour and recognise those units/ divisions/ departments that have excelled in adopting innovative approaches in the management and service delivery of their organisations. 2 nd CPSI Public Sector Innovation Conference November 2008

61 Brochure Public Service Excellence Awards

62 Total Quality Management MYSTERY SHOPPING IMPROVING COUNTER /CUSTOMER SERVICES PSEA ISO CERTIFICATION CITIZEN’S / CUSTOMER CHARTER MUDA FREE PUBLIC SERVICE ADOPTING ETHICAL STANDARDS PUTTING PEOPLE FIRST PMS Human Resource Management and Development Benchmarking Computerisation E- Government Initiative

63 The Way Forward “ My Creed is that public service must be more than doing a job efficiently and honestly. It must be a complete dedication to the people and to the nation with full recognition that every human being is entitled to courtesy and consideration, that constructive criticism is not only to be expected but sought, that smears are not only to be expected but fought, that honour is to be earned, not bought.” Late Margaret Chase Smith Ex Senator of the US Government 2 nd CPSI Public Sector Innovation Conference November 2008

64 Mr. Ashis Kumar Hoolass Permanent Assistant Secretary Ministry of Civil Service and Administrative Reforms Republic of Mauritius address:


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