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Administrative Reforms in the Civil Service in Mauritius

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1 Administrative Reforms in the Civil Service in Mauritius
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 2nd CPSI Public Sector Innovation Conference November 2008

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3 Republic of Mauritius Became Independent on 12 March 1968
Acceded to the status of Republic on 12 March 1992 2nd CPSI Public Sector Innovation Conference November 2008

4 About Mauritius Population – 1.25 million
Population growth (annual %) – 0.63% Overall Population density – 638 per km2 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% 2nd CPSI Public Sector Innovation Conference November 2008

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

6 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 2nd CPSI Public Sector Innovation Conference November 2008

7 THE EXECUTIVE 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 2nd CPSI Public Sector Innovation Conference November 2008

8 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 2nd CPSI Public Sector Innovation Conference November 2008

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

10 Vision of the Government
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. 2nd CPSI Public Sector Innovation Conference November 2008

11 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 2nd CPSI Public Sector Innovation Conference November 2008

12 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 2nd CPSI Public Sector Innovation Conference November 2008

13 Culture 2nd CPSI Public Sector Innovation Conference November 2008

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

15 The need for Ethics 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. 2nd CPSI Public Sector Innovation Conference November 2008

16 Code of Ethics The existing ‘Code of Ethics’, published in January , has been revised in depth by a Select Panel and launched on 03 May 2007. The Code of Ethics sets out the standards of correct conduct expected of public officers. 2nd CPSI Public Sector Innovation Conference November 2008

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

18 Legal / Institutional Framework
Legislations Constitution 1968 Official Secrets Act 1972 The Prevention of Corruption Act 2002 Financial Intelligence and Anti-Money Laundering Act 2002 Declaration of Assets Act 1991 Public Procurement Act 2006 2nd CPSI Public Sector Innovation Conference November 2008

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

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

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

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

23 Poster of “Code of Ethics for
Public Officers” 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.

24 Ethics Online Corner 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 2nd CPSI Public Sector Innovation Conference November 2008

25 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 2nd CPSI Public Sector Innovation Conference November 2008

26 Muda Free Public Service Programme
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. 2nd CPSI Public Sector Innovation Conference November 2008

27 Muda Free Public Service Programme
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.

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

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

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

31 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. 2nd CPSI Public Sector Innovation Conference November 2008

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

33 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. 2nd CPSI Public Sector Innovation Conference November 2008

34 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. 2nd CPSI Public Sector Innovation Conference November 2008

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

36 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. 2nd CPSI Public Sector Innovation Conference November 2008

37 Registrar General BEFORE AFTER

38 Registrar General BEFORE AFTER

39 National Transport Authority Fitness Centre Forest-side
BEFORE AFTER

40 ISO Principles 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. 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 2nd CPSI Public Sector Innovation Conference November 2008

41 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. 2nd CPSI Public Sector Innovation Conference November 2008

42 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. 2nd CPSI Public Sector Innovation Conference November 2008

43 Objectives, Priorities & Mandates
PMS CYCLE Government Programme Objectives, Priorities & Mandates 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 1 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 PMS at Section / Unit level Develop Section / Unit Plan based on strategic plan Set objectives and KRAs Develop KPIs for each KRA 2 3 Final Performance Review (achievement / non-achievement of Objectives / KRAs / Key Tasks) (Formal) Organisation Section Individual Moderation / Appeal 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 6 Progress Review / Mid-term Review (Formal) Organisation – Top Management Section – Head Individual – Appraisee / Appraiser Moderation / Appeal 4 5

44 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 2nd CPSI Public Sector Innovation Conference November 2008

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

46 Approaches for Enhancement of Skills
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…. 2nd CPSI Public Sector Innovation Conference November 2008

47 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. 2nd CPSI Public Sector Innovation Conference November 2008

48 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 2nd CPSI Public Sector Innovation Conference November 2008

49 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. 2nd CPSI Public Sector Innovation Conference November 2008

50 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. 2nd CPSI Public Sector Innovation Conference November 2008

51 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. 2nd CPSI Public Sector Innovation Conference November 2008

52 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. 2nd CPSI Public Sector Innovation Conference November 2008

53 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. 2nd CPSI Public Sector Innovation Conference November 2008

54 Public Officers Welfare Council
(POWC) To promote the welfare of Public Officers and their families through recreational activities 2nd CPSI Public Sector Innovation Conference November 2008

55 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. 2nd CPSI Public Sector Innovation Conference November 2008

56 Public Sector Reforms Steering Committee
(PSRSC) 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. 2nd CPSI Public Sector Innovation Conference November 2008

57 Mystery Shopping 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 2nd CPSI Public Sector Innovation Conference November 2008

58 Exit Interviews 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. 2nd CPSI Public Sector Innovation Conference November 2008

59 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. 2nd CPSI Public Sector Innovation Conference November 2008

60 Brochure Public Service Excellence Awards

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

62 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 2nd CPSI Public Sector Innovation Conference November 2008

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


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