1. Strategic Planning for Ombudsmen Namibia: A Case Study A presentation by Dean Gottehrer and Bience Gawanas

2. 10-step Strategic Planning Process
1. Initiate and agree on strategic planning process.
2. Identify organizational mandates.
3. Clarify mission and values.
4. Assess external and internal environments. (SWOT analysis)
5. Identify strategic issues.

3. Strategic planning process continued
6. Formulate strategies and plans to manage issues.
7. Review and adopt strategies and plans.
8. Establish effective vision. Back to the future.
9. Develop effective implementation process.
10. Reassess strategies and planning process.
Adapted from “Strategic Planning for Public and Nonprofit Organizations,” by John M. Bryson, Jossey-Bass, 1995.

4. The Office of the Ombudsman of Namibia

5. Ombudsman’s Mandate: Receive and investigate complaints relating to:
Maladministration in the public sector
Corruption in the public sector
Violations of fundamental human rights and freedoms in public and private sectors
Environment and natural resources of Namibia.
Constitution and the Ombudsman empowers Ombudsman to receive and
investigate complaints limited to
VIOLATIONS OF HUMAN RIGHTS AND FREEDOMS AS SET OUT
IN CHAPTER 9 OF THE CONSTITUTION
MALADMINISTRATION refers to abuse of power, unfair, harsh, insensitive
discourteous treatment, manifest injustice or unlawful, oppressive and unfair
conduct.

6. Mission Statement
The Office of the Ombudsman of Namibia strives to promote and protect human rights, fair and effective administration, combat corrupt practices and protect the environment and natural resources of Namibia through the independent and impartial investigation and resolution of complaints and through raising public awareness.

7. Value statement Staff are required to embrace these values:
Integrity: Honesty, avoidance of conflict of interest, loyalty.
Impartiality: Objectivity.
Fairness: Non-discrimination.
Respect: Treat everyone with dignity and courtesy, recognize rights of others.
Empowerment: Help people find solutions.

8. Strengths: Computerized case-management system Procedures manual
Adequate, centrally located offices
Established in Constitution with clear independence
Strong leadership and committed staff
Cooperation with donors

9. Weaknesses: Insufficient staff, limited capacity building
Lack of job descriptions, performance criteria
Flawed organizational structure
Lack of clarity and common perspective about some areas of the Ombudsman Act
Inadequate procedures for dealing with in-house delays and agency responses
Insufficient expertise and investigative skills
Lack of investigative report writing knowledge
Limited public awareness, outreach

10. Opportunities: Government support and assistance
Generally favorable climate to develop office
Constitutional establishment of office
Government anti-corruption initiatives
Support from Parliamentary standing committee
Training opportunities
Media support
Office recognition by community
Donor support

11. Threats or challenges:
Uncertainty regarding funding
Rationalisation
Diminished political support
Loss of credibility
Lack of cooperation from institutions complained against
Vastness of country
Lack of regional presence

12. Strategic objectives
Provide a professional service that is equitable and accessible by all people
Undertake thorough and impartial investigations
Encourage a supporting and trusting work environment that promotes open and effective communication
Educate people about their rights and the role of the Office
Strive to be respected, valued and recognized by acting according to our own values

13. Strategies and implementation
Resources the office needs to fulfill its mandates and how they should be organized
Funding required by office to fulfil its needs
Ensure accessibility and improve understanding of the office’s role and functions
Address shortcomings and achieve common understanding of the Ombudsman Act to develop internal procedures and policies to improve performance
Maintain and strengthen office independence and understanding and support of Ombudsman’s role and functions from government and political leaders

14. Resources Obtain staff resources according to needs
Appropriate staff organization, job descriptions
More posts, obtain funding, fill posts
Build capacity of existing and new staff
Develop in-house training, budget for additional training
Identify available technical assistance
Acquire and/or upgrade equipment
Determine needs, develop budget, make requests
Why is this an issue?
With resources, the mission can be accomplished, efficiency and effectiveness are enhanced and the Office will continue to function.
What are the consequences of not addressing this issue?
Without additional resources, the office cannot handle the increase in workload from additional complaints and cannot create a regional presence.

15. Funding Ensure that needs are adequately met
Review budget to meet targets
Plan appropriately to ensure optimal use of available resources
Develop and set priorities for short-, medium-, and long-term budget plans
Identify essential non-core initiatives for possible external funding
Why is this an issue?
Funding will enable the office to obtain resources sufficient to fulfill the mission and mandates
What are the consequences of not addressing this issue?
Required resources will likely not be obtained.
Mandates and mission will not be completely fulfilled.
Regional presence will not be adequate

16. Accessibility and improved understanding of the office
Develop regional presence
Increase number of investigators
Visit regions regularly to receive and investigate complaints
Make office easier to reach
Produce and disseminate information and materials
Collaborate with community organizations
Use media for publicity
Why is this an issue?
People need to know more about the office if they are going to use it.
The Office needs to be close to the people.
People need to know their rights and what they can expect of government service.
What are the consequences of not addressing this issue?
If the Ombudsman is not known or close, people will not use the office. If it is not used, people who most it it won’t have it, it will lead to stagnation of office and hardship for the people of the country.

17. The Ombudsman Act
Amend act if necessary and ensure that all staff have same understanding of its provisions
Identify shortcomings, develop amendments, consider drafting regulations, arrange in-house workshop to discuss act
Develop internal policies and procedures to improve performance and set standards
Finalize complaint handling policies and procedures manual, administrative policies and procedures manual
Train staff, implement manuals
Develop customer charter and fairness standards
Why is this an issue?
Without clarity and amendments to address shortcomings, the office cannot investigate and resolve issues with consistency.
The office needs some additional powers to meet international standards of the essential characteristics of Ombudsman offices worldwide.
What are the consequences of not addressing this issue?
Confusion and lack of common perspective and purpose will hamper fulfilling the mandates.
The office will not be able to do things like publicly release investigative reports and conduct own motion investigations and may be hampered in investigating corruption, especially criminally prosecutable acts.

18. Office independent, support
Ensure office independence
Create public image to foster independence
Recommend Ombudsman specific job categories on personnel establishment
Create mechanisms to ensure office support
Interact with Permanent Secretaries
Regularly brief Parliamentary Standing Committee
Encourage annual report discussion in Parliament

19. For additional information contact:
Dean M. Gottehrer, International Ombudsman Consultant, 323 Arroyo Seco, Santa Cruz, CA
Bience Gawanas, Office of the Ombudsman, Private Bag 1321, Windhoek, NAMIBIA