Source document: https://docs-lawep.s3.us-east-2.amazonaws.com/1696585861404.pdf (Vanuatu)
Office of the Ombudsman Business Plan 2021 Objective 1: Effective and Prompt investigation of complaints and reduction of pending and backlog cases Activities  Reduce pending cases Performance Indicator/ Target (output) Performance standard (outcome)  8 priority cases per quarter  80 % of case closed by December 2021  Investigations timeframe (3 months, 6 months and 12 months)  14 days follow up  Team work  Effective investigation approach Timeframe Budget Responsibility Q1 – Q4 500,000 vt Directors and Investigators  Revise current investigation manual  Investigation Manual revised  Improved investigation and approved standards Q2 150,000 Directors and FPLO  Strengthen investigation capacity  In-house and other trainings conducted  Recruit two Investigators (LCI & Santo)  Engage experienced investigators for priority cases  Effective, efficient and timely completion of investigations Q1-Q4 600,000* Ombudsman, and Management  Sign MOU with other law enforcement agencies (New Zealand Chief Ombudsman's Office, PNG Ombudsman commission, Financial Intelligence Unit, Public Prosecutor, the Department of Customs and Inland Revenue and Immigration Department)  MOU Signed with NZOOTO,  Agreement reached between PNG Ombudsman Commission, FIU, DCIR, PPO and Immigration Department the different law enforcement agencies Q1-Q4 200,000 Ombudsman and Executive  Strengthen existing MOU with VPF  Clarify roles with Police and  Agreement reached with VPF areas of improvement Q1 & Q2 - Ombudsman and Legal
 Team Objective 2: Monitor the use of three official Language Performance Indicator/ Target (output) Activities Performance standard (outcome) Timeframe Budget Responsibility  Conduct language online survey  Survey link sent through  Completion of questionnaire  Produce Multilingualism report 2020 Vodafone and Government email by June 2021  Incentive provided for participation  Multilingualism report produced by June 2021 by end of June 2021 Q2 185,000*  Completion of report Q2 - Beranger and Vodafone Beranger and Supervisor Objective 3: Effective Management of Leaders’ Annual Return Activities  Ensure coordination of Annual Returns (AR)  Take action against non-filers of AR to the Public Prosecutor  Performance Indicator/ Target (output) Performance standard (outcome)  Leaders informed to file AR to the Office of the Ombudsman  AR filed by leaders on time  Ombudsman informs leaders  AR filed  Files of non-filers of AR submitted to the OPP.
to file AR in time  Leaders adhere to the Leadership Code  Develop a database for AR record  Database of AR developed by  Well-developed database June 2021 system Timeframe Budget Responsibility Q1 Q1 - Q4 - - Beranger Tevanu Director LCI, Beranger and Legal Team Q2-Q4 4,000,000* PCSO and Director LCI Objective 4: Progressing an effective Outreach Program to build a good working relationship with Government agencies & state institutions, NGOs and general public Activities  Performance Indicator/ Target (output)  Conduct awareness to all Government  E-posters produced and Ministries  Liaise with NGOs to advocate on promoting good governance published monthly via the Ombudsman website and Facebook  Awareness organised to 1 ministry per month  Awareness to leaders (Provincial and Municipal Council, Malvatumauri )  Awareness conducted to 5 communities by December 2021  Short drama created to portray Performance standard (outcome)  Government employees are aware of the functions of the Ombudsman Timeframe Budget Responsibility Q1 - Q4 1,000,000* Ombudsman, Directors and Administration  Communities are aware of the functions of the Ombudsman Q1-Q4 500,000* Directors and Admin  Strengthen link with media and MAV the role of the Ombudsman  3 talk back segments with VBTC organised by December 2021  Meeting organised between the Ombudsman, MAV and RTI to ensure better working relationship  Inform the general public Q2-Q4 100,000* Directors Objective 5: To provide an efficient and effective support to the Office in terms of human resources, financial resources and administrative support.
Activities Performance Indicator/ Target (output) Performance standard (outcome) Timeframe Budget Responsibility  Produce annual report 2020 by end of  2020 Annual report produced  Annual report produced at March 2021 the standard of the NZOOTO  Produce outstanding annual report 2018 and 2019  Review and approve Ombudsman staff manual  2018 and 2019 annual report produced by June 2021  Staff manual approved and operational  Annual report produced at the standard of the NZOOTO  Set up weekly Executive meeting to review the manual  Engage a contractor to fix the Office leakage  Roof repaired by March 2021  Proper assessment of Q1 Q2 Q1 2021 - - - PCSO and FPLO with the assistance of Directors; Investigations PCSO and Ombudsman Ombudsman, Executive and FPLO problem leakage and plan and cost of repair submitted Q1 1,000,000 PCSO  Complete assessment of Advertised positions  Investigator LCI and filing Clerk Investigator and Filing Clerk recruited by March 2021  Recruitment base on Merit for the two positions Q1-Q2 - PCSO, Principal Investigator LCI and Office Supervisor  Recruit Investigator Santo, Secretary, Admin  4 positions advertised,  Recruitment done on Merit officer Santo and Receptionist assessed and recruited by June 2021 for all four positions Q1-Q2 45,000 PCSO,  Finalise and approve Organisational Structure  Organisational structure  Update organisational  Prepare and submit two supplementary  Supplementary budget  Well written and convincing Q1 and Q4 approved by February 2021
 structure to provide for qualified and experience employees Q1 - - Ombudsman and Executive Ombudsman and request for: o additional function of Annual return and submitted to Finance by end of March 2021 and by November 2021 supplementary submission PCSO o Case management system o Annual Return Database o Recruitment of Deputy Ombudsmen  Review and approve all job Descriptions   Prepare and present the 2022 Budget to MBC   Develop criteria for award of excellence  Provide Secretarial support to the Office of the Ombudsman  Provide all the necessary support to the Investigations Unit and the Legal Service Unit.
 Continue the minor office renovations     Job Description of all position reviewed and implemented 2022 Budget inputed and presented to MBC Criteria for award and excellence developed and approved Secretarial support provided to the Ombudsman during the absence of a Secretary Support provided to the Investigations and Legal Unit Renovation work completed  Job Description to match the current work and Salary  Well written and supported Budget submission to secure additional funding support  Executive meeting organised to review the criteria before finalisation.
 Secretarial Support to the Ombudsman must be of high standard  Administration support provided daily and at a reasonable time  Hiring licenced and professional contractor at a reasonable price Q1-Q2 Q2-Q3 - - Q2 40,000 Q1-Q2 Q1-Q4 - - Legal and CSU team PCSO and Ombudsman Ombudsman and Executive PCSO and Admin PCSO and Admin Q1 –Q4 500,000 PCSO and Admin Objective 6: Strengthening Enforcement of Governing Legislation Performance Indicator/ Target (output)  Prepare amendments of governing legislation  Amendment of the Activities Performance standard (outcome) Timeframe Budget Responsibility Ombudsman Act and Leadership Code Act completed by June 2021  Consultation and Completion of  Policy Paper endorsed by COM Q1- Q2 - Ombudsman and Legal Team  Prepare regulations to support governing  Regulations drafted to support policy paper legislation  Assessment of new Complaints  Review of case files and letters governing legislation and forward to PM for approval  Identification of legal issues and laws  Determine jurisdiction  Seek further information from complainant when needed  Minor CIF produced, registered and closed  Minor CIF form reviewed   Verification of relevant law used in letter’s  Grammar check  Review evidence on case file  Make comments on way forward  Time management  Reduce pending cases Q1- Q4 - Legal Team and Directors  Professionalism  Accurate law Q1- Q4 - - Legal Team Legal Team and Investigators  Provide legal assistance  participate in Investigation  Draw out required evidence training session  Attend interview with needed from witness.
 To filter irrelevant events investigator upon request unconnected with complaint.

Q1- Q4  Professionalism * Possibility to seek funding assistance