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

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.

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.

The Office of the Ombudsman of Namibia

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.

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.

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.

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

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

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

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

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

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

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.

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

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.

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.

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

For additional information contact: Dean M. Gottehrer, International Ombudsman Consultant, 323 Arroyo Seco, Santa Cruz, CA 95060 E-mail: deang@cruzio.com Bience Gawanas, Office of the Ombudsman, Private Bag 1321, Windhoek, NAMIBIA E-mail: bgawanas@namibia.com.na