Newsletter from the Office of the City Ombudsman, Cape Town Issue 6 December 2008
We’re positively racing towards 2009 – where has time gone? Looking back, 2008 has been an incredibly difficult year with its many political changes and interest rate hikes, but it has also been an exciting one for our Office as we’ve attained many significant goals, and we’re looking forward to an equally exciting year ahead.

I would like to wish all our Christian readers a blessed Christmas, and should you be going on away on holiday, please enjoy, rest well – and remember to drive safely and buckle up!

If you have any comments or suggestions about what you would like to read in the next issue, please feel free to contact us.

Until next year!


Natasha Paulse
Office of the City Ombudsman



In this issue:
Hybrid model of ombudsing receives official recognition

City Ombudsman, M. Baba The Office of the City Ombudsman has made huge inroads in both the international and national ombudsing communities with its internationally recognised hybrid model of ombudsing.

The hybrid model of ombudsing was developed by the City of Cape Town’s Ombudsman’s Office when it became apparent that the classical and the organisational approaches traditionally adopted by most public entities and private organisations could not be adapted to work within a Local Government context.

As the name suggests, the model uses elements from both approaches mentioned above, including formal investigations and record keeping from the classical approach, and informal mediation methods from the organisational approach. As such, it combines adversary and facilitative processes such as informal mediation and conciliation processes, which it uses to create an alternative dispute resolution mechanism for resolving cases amicably. It differs from both approaches insofar as it promotes advocacy and communication, both of which play a key role in promoting awareness and educating communities about ombudsing services.

The model has been recognised by the international Institute of the Ombudsing Association (IOA) and International Ombuds Institute (IOI) as one of the three official approaches to ombudsing.

It has also been used by the Office to help establish similar offices across Sub-Saharan Africa (such as the Ethekwini Ombuds Office, for example), the USA and Canada.

The Ithala Development Corporation Ltd has also approached the Office for advice and information.

New manager for External Investigations

Helene Helene Coutinho has been appointed as the Ombudsman’s Manager: External Investigations. She has a banking and legal background and a wealth of experience from the private sector.

Helene, who hails from Johannesburg, started her career in the banking industry and after completing a legal degree began working as a practising attorney in the private sector. She joined the Office in October 2007. As Manager: External Investigations, she is responsible for managing our investigation service, implementing processes to decrease turnaround times for cases and supervising staff. In this she is greatly aided by her legal background and ability to be objective in assessing each complaint. She loves the informative role the Office plays in Local Government and says that mediating between line departments and the public are the highlight of her job.
 
“I believe that if people are more informed and educated about the processes and procedures within the City they will better understand Local Government, and vice versa, if staff are more aware of the needs of the public.”

Helene’s job is largely administrative. An average day starts with assessing and assigning new complaints (aided by a cup of coffee!) and the rest of the day is taken up by meetings and guiding and assisting the investigating officers.

Helene prefers an informal approach to managing people.

“The idea of working together appeals to me, rather than a ‘working for’ concept. There are however, certain work standards and ethics that I do have a more formal approach to.”

She claims her greatest achievement is to always see the positive side of any situation. She credits her sister’s giving and caring nature as having been the greatest influence on her life.
New customer services ombudsman for Ithala Development Finance Corporation Ltd

Ike Nxedlana, the CEO for the Ithala Development Finance Corporation Ltd and Phelelani Duma, the newly appointed Ombudsman for Ithala’s Customer Services Unit, met with representatives from the Office of the City Ombudsman on 8 October 2008. The main purpose of the visit was to share knowledge, and discuss procedures and challenges from an established ombudsing office.

Ike Nxedlana was appointed as CEO for the Ithala Development Finance Corporation Ltd in April 2008. His background includes a former position as CFO: City of Cape Town. He has also worked in the financial industry. Phelelani Duma, who has a legal background and was at one time involved in Land Restitution and Human Rights, aims to expand and develop the ombudsing trend within the financial sector.

The session enabled the participants to share information, milestones and challenges. Most importantly, new partnerships were created, and it was agreed that future collaboration be planned to enhance current practices and networking opportunities.
From left: Mandlenkosi Mgogoshe, Compliance Officer: Office of the City Ombudsman; Helene Coutinho, Manager: External Investigation, Office of the City Ombudsman; Ike Nxedlana, CEO: Ithala Development Finance Corporation Ltd; Mbulelo Baba, City Ombudsman; Clarissa Williams, Ombuds Officer: Office of the City Ombudsman; Phelelani Duma, Ombudsman for the Ithala Development Finance Corporation Ltd's Customer Services Unit
Information session in Langa

The Office of the City Ombudsman was invited to an information sharing session hosted by the Office of the Consumer Protector on 17 September 2008. Staff shared information about the Office’s role and services with residents of Langa and the Backstage Residents’ Association.

Various regulatory bodies such as the NBHRC, Banking, Short Term and Long Term Insurance Ombudsman also participated in the programme. The community welcomed the information and gained clarity and answers to the queries they raised. Future partnering on such initiatives is planned.

Community member from Langa posing a question Residents from the Langa community Malcolm Fritz, Investigation Officer: Office of the City Ombudsman

Statistics since our last edition

April to June 2008 (quarter 4)

Overall, quarter 4 saw a decrease in complaints against the City. A total of 421 complaints were dealt with, compared to 618 in the previous quarter.

On average a provisional view or progress report was given within 48 days from the date of receipt of the complaint. This exceeds the targeted 30 day standard, and measures have been implemented to address the overall turnaround time for finalising complaints.

During this quarter 53% of the cases lodged were resolved. Although this is a considerable improvement compared to our initial achievement of 34%, further improvement is necessary. Again, measures are being implemented to ensure ongoing improvement with a view to reaching a target of 70% in the next financial year.

The acceptance of the Ombudsman’s recommendations to line departments is important as the Ombudsman does not make binding decisions, mandate policies, or formally adjudicate issues. The Office functions on an informal basis and attempts to resolve complaints amicably. Quarter 4 saw 59% of recommendations accepted, which exceeds our target of 55%.

In terms of the number of complaints registered with the Ombudsman, the five predominant directorates are:

• Finance
• Utility Services
• Strategy and Planning
• Housing
• Safety and Security

A large portion of the complaints were accounts related, and again a significant number of complaints emanated from a lack of response, inadequate communication or no response at all.

A total of 1 739 complaints were handled during the 2007/2008 financial year, from July 2007 to June 2008.

July to September 2008 (quarter 1)

The first quarter of 2008/2009 saw a slight decrease in complaints against the City, the majority of which were accounts related. A total of 364 complaints were dealt with in this quarter, compared to 421 complaints in the last quarter of 2007/2008. The prevailing directorates, in terms of the number of complaints registered with the Ombudsman, are as follows:

• Finance (118 complaints)
• Utility Services (58 complaints)
• Strategy and Planning (44 complaints)
• Housing (40 complaints)

Overall responsiveness and interdepartmental relations improved, which impacted positively on this quarter’s achievements. On average, a final report was given within 69 days from the date of receipt of a complaint. This is well within the targeted 90 day standard.

During the past quarter, 74% of the cases lodged were resolved. This exceeds our target of 70% and is a considerable improvement compared to the last quarter’s achievement of 53%. The Office will continue its efforts to maintain the current level of achievement.

The first quarter saw 82% of recommendations accepted, which is another significant improvement, considering our past achievement of 59% and target of 60%. Again, the Office will continue its efforts to uphold this accomplishment.

Newsflash!

Check out our improved webpage: http://www.capetown.gov.za/en/CityOmbudsman/Pages/default.aspx
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