Implementation of the Promotion of Access to Information … · Implementation of the Promotion of Access to Information Act, (Act 2 of 2000) in the Public Service August 2007 Published
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Implementation of the Promotion of Access to Information Act,
(Act 2 of 2000) in the Public Service
August 2007
Published in the Republic of South Africa by:
THE PUBLIC SERVICE COMMISSION (PSC)Commission House
Cnr. Hamilton & Ziervogel StreetsArcadia, 0083
Private Bag x121Pretoria, 0001
Tel. (012) 352-1000Fax (012) 325-8382
Website. www.psc.gov.za
National Anti-Corruption Hotline Number: 0800 701 701 (Toll-Free)
Compiled by: Branch: Monitoring and Evaluation
Distribution by: Directorate: Communication and Information Services
ISBN: 978-0-621-37336-3RP: 166/2007
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ContentsList of FiguresGlossaryForewordExecutive Summary
Chapter One: Introduction 1.1. Background
1.2. Buildingahumanrightsculturebypromotingaccesstoinformation
1.3. StateinstitutionsresponsibleforthePromotionofAccesstoInformationAct
1.4. Structureofthereport
Chapter Two: Research Methodology 2.1. Introduction
2.2. Theresearchprocess
Literaturereview
Scope
Datagathering
Dataintegrityandvalidation
Dataanalysis
2.3. Responserate
2.4. Limitationsofthestudy
Chapter Three: Key Findings 3.1. Introduction
3.2. Findings
DeputyInformationOfficers(DIOs)havenotbeenappointed
Insufficienttrainingofdeputyinformationofficers
PAIAmanualsarenotavailabletocitizens
PAIAmanualsarenotupdated
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Departmentsdonotprovideinformationtopublicinstitutions
Citizensarenotadequatelyinformedoftheinternalappealprocedure
Departmentalsystemstomanagerequestsforinformationarelacking
DepartmentsrequiresupportfromtheSouthAfricanHumanRightsCommission
UsingtheGovernmentCommunicationandInformationService(GCIS)tocreateawareness
ofthePAIA
3.3. GoodpracticesintheimplementationofthePAIA
Rolesandresponsibilitiesarewellunderstoodandofficialsknowhowtodealwithrequests
forinformation
Investigationofrequestsisproperlymanaged
RecordsManagementisIncorporatedintotheProceduresforDealingwithRequestsfor
Information
Providinginformationandthecostsinvolved
Citizensareacknowledgedintheprocessofdealingwithrequestsforinformation
3.4. Conclusion
Chapter Four: Recommendations and Conclusion 4.1. Introduction
4.2. Recommendations
Appointingdeputyinformationofficers
Trainingofofficials
MakingPAIAmanualsavailabletocitizens
Providinginformationtopublicinstitutions
Informcitizensoftheirrightstoinformation
Improvingdepartmentalsystemstomanagerequestsforaccesstoinformation
MonitoringoftheimplementationofthePAIA
LinkingthePAIAtoimprovedservicedelivery
4.3. Conclusion
Annexure A
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List of FiguresFigure1: ProvincialResponsestoQuestionnaireFigure2: DeputyInformationOfficersperDepartmentFigure3: PeriodDeputyInformationOfficershavebeenintheirpostsFigure4: MeansbywhichDeputyInformationOfficersareappointedFigure5: ClaritythatDeputyInformationOfficershaveabouttheirrolesFigure6: SourcesofTrainingforDeputyInformationOfficersFigure7: AvailabilityoftheManualFigure8: ManualsCompiledineachyearFigure9: CompilingReportsfortheSAHRCFigure10: InformingClientsoftheirAppealRightsFigure11: ComponentsdealingwithPAIArequirementsinDepartments
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GlossaryDEAT DepartmentofEnvironmentalAffairsandTourismDIO DeputyInformationOfficerDoJ&CD DepartmentofJusticeandConstitutionalDevelopmentDWAF DepartmentofWaterAffairsandForestryEC EasternCapeProvinceGCIS GovernmentCommunicationandInformationServicesHoD HeadofDepartmentIO InformationOfficerMEC MemberofExecutiveCouncilODAC OpenDemocracyAdviceCentreOPSC OfficeofthePublicServiceCommissionPAIA PromotionofAccesstoInformationActPSC PublicServiceCommissionSAHRC SouthAfricanHumanRightsCommissionSAPS SouthAfricanPoliceServiceUN UnitedNations
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ForewordCitizens require appropriate information in order to hold governmentaccountable, play an active role in processes of governance and takeadvantageofthedevelopmentopportunitiesthatexistinthenewdemocraticdispensation.
Governmenthasput inplace anumberofpolicy frameworks to facilitateaccesstoinformation.Asoneofthesekeypolicyframeworks,thePromotionofAccess to InformationAct, (Act2of2000)seekstochangetheextentandmannerinwhichgovernmentprovidesinformationtothepublic.TheActderivesitspowersfromSection195(1)(g)oftheConstitution,thatstipulatesthat:
“Transparencymustbefosteredbyprovidingthepublicwithtimely,accessible,andaccurateinformation.”
This Constitutional provision is unique in that it embodies the right of the public to know whatthe government is doing and thus enhance its participation in the decision-making processes.TheimplementationofthePromotionofAccesstoInformationAct(PAIA)isnotmerelyabouttechnicalcompliancewith theAct,but it is alsoaboutensuring that this constitutional right to information isrealisedinthedailylivesofcitizens.
Givenitsroleasthecustodianofgoodgovernance,thePublicServiceCommissionsawitfittoevaluatethestatusoftheimplementationofthePAIA.ThisreportprovidesusefulinformationtogovernmentdepartmentsregardingthestatusoftheimplementationofthePAIA.ThePublicServiceCommission(PSC)hopesthatthereportwillcontributetowardsheighteningtheimplementationoftheAct,andpromoteawarenessamongthepublicoftheirrighttotimelyandaccurateinformation.
Prof Stan S SangweniChairperson:PublicServiceCommission
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Executive Summary1. Introduction
TheBillofRights1containedintheSouthAfricanConstitutionensuresequalprotectionofhumanrightsandcontains,asoneoftheentrenchedrights,therightto‘AccesstoInformation’.Therightrequiresofgovernmentdepartmentstofostertransparencybyprovidingthepublicwithtimely,accessible,andaccurateinformation.
ThePromotionofAccesstoInformationAct(PAIA)operationalisestheRightofAccesstoInformation.Itaimstocreateaframeworkforcitizenstoaccesstherecordsthatgovernmentholds,andsetsouthowgovernmentshoulddealwithsuchrequestsforinformation.ThePAIAisoneofthecornerstonestoensuretransparencyinthePublicService.TheabilityofthecitizenrytoexercisetheirrightdependsonhowwellthePAIAisimplementedindepartments.
Aspartofitsoversightwork,thePSCconductedastudytoevaluatetheimplementationofthePAIAinthePublicService.Theaimsofthestudyweretwofold.Firstly,thestudysoughttoassesswhethernationalandprovincialdepartmentshavethecapacity,systems,andprocedurestoimplementthePAIA.Thesecondaimwastoidentifygoodpracticesfromnationalandprovincialdepartments,andtoincreaseawarenessofthePAIA.
2. Research Methodology
Themethodologycomprisedthefollowingelements:
• Aliteraturereviewwasconductedto,amongothers;assistwiththedevelopmentofaquestionnaire.
1TheBillofRightsisastatementoffundamentalrightsandprivileges.IntheSouthAfricanConstitution,theyarecontainedinChaptertwo.
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• ThePSCdevelopedaquestionnaireaccordingtospecificthemestakenfromthePAIA.• Thequestionnairewasdistributedtothirtynationalandonehundredprovincialdepartments.
Analysiswasbasedontheresponsesprovidedbythedepartmentsinrespectofthequestionnaire.
3. Key Findings3.1. Deputy information officers have not been appointedOfthedepartmentsthatresponded,almostaquarter(23%)reportedthattheydonothaveDeputyInformationOfficers(DIOs).ThenumberofDIOsappointedperdepartmentvaries,withforty-sevenpercent(47%)ofdepartmentshavingappointedoneDIO,andsixpercent(6%)havingappointedmorethan10DIOs.
FiveyearshavepassedsincetheenactmentofthePAIAin2002,anddepartmentshavethereforehadsufficienttimetoappointDIOs.IfDIOsarenotappointed,theresponsibilityfortheimplementationofthePAIArestswiththeHeadofDepartmentalone.SuchanarrangementcompromisesimplementationgiventhemanyothercompetingresponsibilitiesthatrequiretheattentionoftheHeadofDepartment.
3.2. PAIA manuals are not available to citizens
Fifty-fourpercent (54%)of thedepartmentshavemanuals. It isof concern thatfiveyearsafter theenactmentofthePAIA,44%ofdepartmentsstilldonothavetherequiredPAIAmanuals.Suchamanualissupposedtobethebasicguide,whichunderpinsPAIAimplementationandfacilitatesthehandlingofinformationrequestsfromcitizens.Withoutthesemanuals,citizensdonotknowwhatinformationisheldbygovernmentdepartmentsandwhatinformationisautomaticallyavailabletothem.Thismeansthatcitizenswouldbeunable toparticipate inameaningfulmanner ingovernmentdecision-makingprocesses.
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3.3. Departments do not provide information to public institutions
Itwasfoundthatseventy-threepercent(73%)oftherespondentssaidtheyhavenotsubmittedreportstotheMinisterofJusticeandConstitutionalAffairs.
The study found that ahighnumberof respondents (51%)hadnot compiledand submitted thesereportstotheSouthAfricanHumanRightsCommission(SAHRC).Thenon-complianceofdepartmentsaffectstheabilityoftheSAHRCtoundertakesomeoftheoversightactivitieswithinitsmandateduetoalackofaccurateandcredibleinformation.Problemsthatmighthavebeenidentifiedarenottimeouslyaddressed.
3.4. Citizens are not adequately informed of the internal appeal procedure
Thestudyfoundthatforty-ninepercent(49%)ofthedepartmentsreportedthattheyinformrequestersofinformationoftheirrighttoappealwhilethirtyfivepercent(35%)saidtheyhavenotdoneso.Incaseswhereappealsweredealtwith,eighteenpercent(18%)ofthedepartmentsindicatedthatthesewerehandledthroughtheHeadofDepartmentorExecutingAuthority,whilefourteenpercent(14%)handledthemthroughadhocmeasuresandsevenpercent(7%)madeuseoftheirlegalsectionstohandletheappeals.
3.5. Departmental systems to manage requests for information are lacking
Mostdepartmentsthatrespondedtothisquestionreportedhavingrecordsofsomesort,themajorityofwhichareintheformofmanualfiles.Forty-threepercent(43%)reportednothavinganykindofsystemformanagingrequests.Theabsenceofanysystemtomanagerequestsisaseriousconcern,asdepartmentswillnotbeabletoaccountforthemannerinwhichrequestsforinformationaredealtwith,andtorespondtotherequesterorprovidetherequiredinformationtotheSAHRC.Thiscontributestothedifficultiescitizensfacewhentheyattempttofollowupontherequestsforinformationthattheyhadsubmitted.
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3.6. Departments require support from the south african human rights commission
WhendepartmentswereaskedwhatsupporttheywouldliketoreceivefromtheSAHRC,mostofthemindicatedthattrainingwasthemostpressingneed,followedbytheappointmentoftheDIO,andcompilingthemanualonthePAIA.Theyalsosaidtheyneedassistanceoninformingthepublicoftheirrighttoinformation.It isworthwhiletonotethatalltheinformationneededbythedepartmentstocompilethemanualisavailableontheSAHRC’swebsite.
4. Key Recommendations
4.1. Appointing deputy information officersTheappointmentofDIOsisamandatoryandbasiccomplianceelement.DepartmentsthathavenotyetappointedDIOsmustimmediatelydoso.ConsiderationshouldbegiventolearningfromtheSAPSapproach,whichensuresanetworkofDIOsdealingwithrequestsforinformationinamannerthatiscustomerdriven,andensureseasyandtimeousaccesstoinformation.
4.2. Training of officials
ThetrainingofallDIOsmustbemadeaprioritytoimprovetheirlevelsofawarenessofthePAIA.Thetrainingshouldbeextendedtofrontlinestafftoenablethemtoassistandrefercitizenswhowanttosubmitarequestforaccesstoinformationtotheappropriateofficial/DIO.
4.3. Making PAIA manuals available to citizens
Those departments that have not yet developed PAIA manuals should prioritise the developmentthereof.
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4.4. Providing information to public institutions
Departments that do not provide the required information to both the Minister of Justice andConstitutionalDevelopmentandtheSAHRCmustaccounttotheirrespectiveParliamentaryPortfolioCommitteesforthislackofcompliance.
4.5. Informing citizens of their rights to information
GovernmentdepartmentsmustdevelopandimplementcomprehensivecommunicationstrategiestoprovidethepublicwithinformationonthePAIA,specificallytherighttolodgeaninternalappealagainstadecisionofanInformationOfficer(IO)orDIO.4.6. Improving departmental systems to manage requests for access to
information
Departmentsmustdevelopformalsystems,whichdealwithallaspectsoftherequestsforinformationprocess,asamatterofurgency.
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1.1. Background
AccesstoinformationisoneofthecriticalpillarsofdemocracyinSouthAfrica.Notonlydoessuchaccesspromotetransparency,butitalsoempowerscitizenstoparticipatemeaningfullyinprocessesofpublicpolicymaking,implementation,andreview.
GovernmentintroducedthePromotionofAccesstoInformationAct,2000(Act2of2000)(PAIA)2asoneofthefundamentalpolicyframeworksthatseektoensurethatcitizenscanindeedenjoyaccesstoaccurateandtimely information.Aspartof itsoversightmandate,thePublicServiceCommission(PSC)embarkedonastudyin2005toevaluatetheimplementationofthePAIAinthePublicService.ThisstudyemanatedfromaconcernthatdepartmentswerenotsubmittingtherequiredSection32reports3totheSouthAfricanHumanRightsCommissionandthatcapacityconstraintsmightbetheunderlyingreasonforthisnon-compliance.
Theaimsofthestudyweretwofold.Firstly,thestudysoughttoassesswhethernationalandprovincialdepartmentshavethecapacity,systems,andprocedurestoimplementthePAIA.Thesecondaimwastodeterminethecausesofnon-compliancewiththePAIA.Basedonthefindings,thestudyalsoidentifiedgoodpracticesfromnationalandprovincialdepartments.
1.2. Building a human rights culture by promoting access to information
Thepromotionofahumanrightsculture inSouthAfricashouldbeseenagainstthebackgroundofapartheid,whichwascharacterisedbysecrecy,abuseofpower,andcontroloverinformation.Theadventofdemocracyin1994inSouthAfricausheredinanewdemocraticstatefoundedontheadvancementofhumanrights.Inthiscontext,itisexpectedofthestatetorespect,protect,promote,andfulfilthehuman rightsenshrined in theConstitution, including the right tohaveaccess to information.MorespecificallytheConstitutionenshrinestherightofthepublictoknowwhatthegovernmentisdoingonitsbehalfandtherebytoenhanceparticipationindecision-makingprocesses.Section32(2)oftheConstitutionfurtherrequiresthatnationallegislationbeenactedtogiveeffecttothisright.
ThePromotionofAccesstoInformationAct4,whichthisstudyisabout,resultsfromthisConstitutionalrequirement, andplaces anobligationon thePublic Service to implement theAct.ThePAIA cameintoforceon9March2001.TheRegulationssettingouttheproceduralframeworkaroundaccesstoinformationwerepublishedintheGovernmentGazetteon15February2002.Insodoing,SouthAfricabecameoneofthe60countries,whichhaveenactedaccesstoinformationlegislation5.TheenactmentofthePAIAwasamilestoneasitevolvedoverasix-yearperiodandoverridesanyotheract,whichhasamorerestrictiveapproachtoinformation6.ThePAIAdoesnotrepealotherActs,suchastheProtectionofInformationAct,1982,ithowever,prevailsoverthem7.
2RepublicofSouthAfrica.ThePromotionofAccesstoInformationAct.2000,(Act2of2000).3ThissectionrequiredInformationOfficerstoannuallysubmittotheSAHRCareportstatingthenumberofrequestsforaccessreceived,thosegrantedinfullandthoserefusedinfullorpartially,numberofcaseswhererequestswereextendedandwhereinternalappealswerelodged.4RepublicofSouthAfrica.ThePromotionofAccesstoInformationAct.2000,(Act2of2000).5OpenDemocracyAdviceCentre.TheRighttoKnow,FiveYearsOn.2006.6Seewww.fxi.org.za.7Republic of SouthAfrica. SouthAfricanHuman Rights Commission. Reflections onDemocracy andHuman Rights:ADecade of the SouthAfricanConstitution(Act108of1996).2006.
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ThePAIAgiveslegislativeexpressiontotheConstitutionalrightsandadoptstherighttoknowapproach.Itaimstocreateaframeworkto:
(a) allowpeopletoaccesstheinformationheldbygovernmentandprivatebodies;(b) setouthowpeoplewillbeabletoaccesstheserecords;(c) determinethegroundsonwhichaccesstoinformationcanberefused;and(d) setouthowcitizenscouldlodgeanappealagainstanydecisiontodenyaccesstoinformation.
ThePAIAenablesthepublictoscrutinisegovernmentdecision-makingandholdgovernmentaccountableforactionsanddecisionsthataffecttheirlivesandrights.TheframeworkcreatedintermsofthePAIAenablesthepublictoaccessinformationandensuresthatthePublicServiceparticipatesinpromotingacultureofhumanrightsandjustpublicadministration.Withoutreliableandrelevantinformation,citizensdonotknowwhatgovernmentisdoingandcannotholditaccountable.
ThePAIAisoneofthelegislativefoundationsforensuringthetransformationofthePublicService.ThecapacityandabilityofthePublicServicetocomplywiththeprovisionsofthePAIAdirectlyreflectstheextenttowhichthistransformationhastakenplace.TheabilitytoimplementthePAIAdoesnotonlyrelatetoputtingtherequiredsystemsandproceduresinplace,butrelatestochangingthecultureofsecrecyinthePublicServiceandusingthePAIAasapowerfultoolinthisregard.Theimpactofongoingmonitoringshouldnotonlybetoensuremoreeffectivesystemsandprocedures,butshouldenablecitizenstoparticipatefullyingovernmentprocessesbyhavingaccurateandtimelyinformationandusingtheirrighttoaccesstoinformationtoobtainsuchinformation.
1.3. State institutions responsible for the Promotion of Access to Information Act
VariousroleplayersaretaskedwiththeimplementationofcertainaspectsofthePAIA,includingtheSouthAfricanHumanRightsCommission,theDepartmentofJusticeandConstitutionalDevelopment(DoJ&CD),thePublicServiceCommission(PSC),andtheGovernmentCommunicationsandInformationService(GCIS).Therolesoftheseinstitutionsarebrieflydescribedinthefollowingtable.
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Institution Mandate Responsibilities in terms of the PAIATheSouthAfricanHumanRightsCommission
TheSAHRCisaninstitutioncreatedbySection184oftheConstitutionofSouthAfricato,amongotherthings,promoterespectforhumanrightsandacultureofhumanrights;promotetheprotection,development,andattainmentofhumanrights;andmonitorandassesstheobservanceofhumanrights.
TheSAHRChasaconstitutionalmandatetopromoteahumanrightscultureinSouthAfricansociety.
TheSAHRCisprimarilyresponsiblefortheimplementationofthePAIA.IntermsofSection83ofthePAIA,theHumanRightsCommissionhasthefollowingrolesandresponsibilities:
•ToproduceaGuideintermsofsection10ofthePAIAinallofficiallanguagesthatwillassistmembersofthepublictoexercisetheirrightofaccesstoinformationthatisheldbypublicandprivatebodies;
•Todevelopandconducteducationalprogrammestoadvancetheunderstandingofthepublic,inparticularofdisadvantagedcommunities,ofthePAIAandofhowtouseit;
•ToassistanypersonwishingtoexercisearightunderthePAIA;
•Totraininformationofficersofpublicbodies;
•TorecommendtopublicandprivatebodieschangesinthemannerinwhichtheyadministerthePAIA;
•ToconsultwithandreceivereportsfrompublicandprivatebodiesontheproblemsencounteredincomplyingwiththePAIA;
•Toobtainadvicefrom,consultwith,orreceiveandconsiderproposalsfrom,anypublicorprivatebody,officialsofsuchabodyormemberofthepublicinconnectionwiththeCommission’sfunctionsintermsofthePAIA;and
•TosubmitanannualreporttotheNationalAssemblyascontemplatedinsection84ofthePAIA.
ThePublicServiceCommission ThePublicServiceCommission(PSC)is,intermsofChapter10oftheConstitution(section196),anindependentandimpartialinstitutionofstate.Itpromotesthebasicvaluesandprinciplesgoverningpublicadministrationascontainedinsection195oftheConstitution.Itdoesthisthroughmonitoringandevaluatingallthepublicadministrationpracticesinnationalandprovincialdepartments.
InrelationtothePAIA,theroleofthePSCwouldbetopromotetheConstitutionalvaluesandprinciplesofpublicadministration,includingthefosteringoftransparencythroughprovidingthepublicwithtimely,accessible,andaccurateinformation.MonitoringwhetherthepublichasaccesstoinformationthereforefallswithinthemandateofthePSCandthePSCsharesthisresponsibilitywiththeSAHRC.
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Institution Mandate Responsibilities in terms of the PAIATheGovernmentCommunicationsandInformationServices(GCIS)
GCISislocatedinthePresidencyandisprimarilyresponsibleforpromotingcommunicationbetweengovernmentandthepublic.Thisisdonetoensurethatthepublicisinformedofgovernment’spoliciesandprogrammessothatpeoplecanaccordinglyvoicetheirneeds.
Section16ofthePAIA8requirestheDirector-GeneralofGCIStopublishpostalandstreetaddresses,phoneandfaxnumbers,andifavailable,electronicmailaddressesoftheInformationOfficersofeverypublicbodyineverytelephonedirectoryissuedforgeneraluse.TheGCISisthereforeamajorroleplayerincreatingpublicawarenessoftherightofaccesstoinformation.
TheMinisterofJusticeandConstitutionalDevelopment
ThecorefunctionoftheDepartmentofJusticeandConstitutionalDevelopmentistogiveeffecttotheconstitutionallymandatedrequirementsthatSouthAfricahasafair,equitableandaccessiblesystemofjustice.
ThePAIA9placesthefollowingobligationsontheMinisterofJusticeandConstitutionalDevelopment.
•MakingRegulations.IntermsofSection92ofthePAIA10,theMinisterinchargeoftheadministrationofjusticemay,bynoticeintheGovernmentGazette,makeregulationsregardinganymatterthatisrequiredbythePAIAtobeprescribed.ThisincludesuniformcriteriatobeappliedbytheInformationOfficerofaPublicBodywhendecidingwhichcategoriesofrecordsaretobemadeavailableandanyadministrativeorproceduralmatternecessarytogiveeffecttotheprovisionsofthePAIA.
•Receivingandpublicationofcertainpublicrecords.TheMinistermust,bynoticeintheGovernmentGazette,publishrecordsthatareautomaticallyavailablewithoutapersonhavingtorequestaccessintermsofthePAIA.
•Exemptionfrompayingfees.TheMinistermay,bynoticeintheGovernmentGazette,exemptanypersonorcategoryofpersonsfrompayinganyfeeanddeterminethefeestructureapplicableforaccessinginformation.
1.4. Structure of the report
ThisreportpresentsthefindingsoftheevaluationwithregardtotheimplementationofthePAIA.
Chapter2describestheresearchmethodology,includingaspectssuchassampling,datagathering,andensuringthequalityofthedata.Thelimitationsofthestudyarealsocontainedinthischapter.Inchapter3,ananalysisoftheresponsesfromthequestionnaireispresented.Chapter4outlinesthebestpracticethatwasidentifiedfromthestudy.Finally,chapter5drawsconclusionsandprovidesrecommendationsforimprovingtheimplementationofthePAIA.
8RepublicofSouthAfrica.ThePromotionofAccesstoInformationAct.2000,(Act2of2000).9RepublicofSouthAfrica.ThePromotionofAccesstoInformationAct.2000,(Act2of2000).10RepublicofSouthAfrica.ThePromotionofAccesstoInformationAct.2000,(Act2of2000).
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2.1. Introduction
Inorder to achieve theobjectivesof the study, itwasnecessary to adopt a researchmethodologywhichdrawson information fromexistingdocumentary sources, aswell aseliciting responses fromthedepartmentsincludedinthestudy.Thischapteroutlinestheresearchmethodologythatwasused,includingtheprocessesofsampling,datagathering,andthequalityassuranceofdata.Thechapteralsopresentsthelimitationsofthestudy.
2.2. The research process
Literature review
AliteraturereviewwasconductedonthedevelopmentofandtherationalebehindthePAIAandtheBillofRightscontainedintheSouthAfricanConstitution.Internationaltrendsonaccesstoinformationwerealsostudied.Thepurposeoftheliteraturereviewwastoassistwiththedevelopmentofaquestionnaire.Basedonanassessmentoftheinformationobtainedthroughtheliteraturereview,aquestionnaireforthestudywasdeveloped.ThequestionnairewasthusstructuredinsuchamannerthatitcanassesstheextenttowhichdepartmentshavemetthefollowingrequirementscontainedinthePAIA:
• TheappointmentofInformationandDeputyInformationOfficers(asrequiredbySections1and17);
• AvailabilityandupdatingoftheAccesstoInformationManual(asrequiredbySection14);• Recordsthatareautomaticallyavailabletothepublic;• Advisingthepublicofcontactinformation(asrequiredbySection16);• Systemsformanagingrequests(asrequiredbySection25);• Existenceofsystemsforinternalappeals(asrequiredbySection74);• ComplyingwiththemandatorysubmissionofannualreportstotheSAHRC;and• SupportrequiredtoimplementthePAIA.
Scope
SincethePAIAapplies toalldepartments,andgiventhe importanceof the legislation inpromotingthe constitutional values of transparency and accountability, all national and provincial governmentdepartmentswereincludedinthestudy.
Data gathering
QuestionnairesweredeliveredbyhandtomanagersintheofficesoftheDirectors-GeneralandHeadsofDepartmentstoensurethatprioritywasaffordedtothestudy.Departmentsnominatedthemostappropriateofficials tocomplete thequestionnaireon theirbehalf.Theseofficials servedascontactpointsineachdepartmentforthedurationofthestudyandassistedthePSCwhenfollow-upshadtobemade.
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Data integrity and validation
Telephonicfollow-upwasundertakentoensurethatdataofahighqualitywascollected.Throughthisprocess, incomplete or vague responses were addressed.The focus of the follow-up went beyondobtainingthecompletedquestionnaireandincludedofferingassistancethroughinterviewsandtelephonicguidancetothecontactpersons.
Data analysis
Datawascapturedona spreadsheet to facilitateanalysis.The spreadsheetwasorganisedaccordingtotheheadingscontainedinthequestionnaire.Theprocessofanalysisinvolvedtheassessmentoftheresponsesascapturedinthespreadsheettoidentifyoveralltrends,weaknessesandgoodpractices.Basedonthefindings,areportwascompiledcontainingrecommendationsforimprovingtheimplementationofthePAIA.
2.3. Response rate
The questionnaire was distributed to 30 national departments of which only forty percent (40%)respondedwhileeighty-ninepercent(89%)ofthe100provincialdepartmentstowhomthequestionnairewassentresponded.
TheresponserateforeachprovinceisreflectedinFigure 1below.AsdepictedinFigure 1theresponseratewashighexceptfortheWesternCapeProvincewhereonlyfivedepartmentsresponded.
Figure 1: Provincial Responses to Questionnaire
2.4. Limitations of the study
Co-operationfromdepartmentsisacriticalelementinensuringthesuccessofastudyofthisnature.Thenationaldepartmentsspecificallydidnotrespondtimeouslytothequestionnairestheyreceived.
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Thisaffectedthetimeframesforcompletingthestudyanddelayedthefinalisationofthereport.Despitetelephonicfollowupandofferingassistancetocompletethequestionnaire,only40%ofthenationaldepartmentsrespondedtothequestionnaire.Thislowresponserateofnationaldepartmentscontrastswiththeprovincialdepartmentswhere89%ofthedepartmentsrespondedtothequestionnaire.
Departments did not provide the required supporting documentation or other types of evidencein response to the questions posed in the questionnaire. The questionnaire required that specificresponsestoquestionsbesupportedbyeitherdocumentationorothertypesofevidence.Unfortunately,suchdocumentationwasnotalwaysincluded.Forexample,whileanumberofdepartmentssaidthattheyhadcompliedwithparticularrequirementsoftheAct,theywereunabletoprovidesupportingdocumentationforverificationpurposes.
Responsesthatwereincompleteornotrelatedtothequestionposedinthequestionnairehadtobeaddressedthroughtelephoneinterviewstoaddressthequalityoftheresponses.
ThisreportisareflectionofthestatusofcompliancewiththePAIAatthetimethestudywasundertaken(March2006).Cognisanceshouldbe takenof the fact that implementationof thePAIAmighthaveimprovedsincethenandthisimprovementwillnotbereflectedinthereport.
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3.1. Introduction
ThischapterpresentsanoverviewofthecomplianceofdepartmentswiththeprovisionsofthePAIA.Theanalysisprovidedisbasedontheresponsescontainedinthequestionnairescompletedbydepartments.ThefindingsareorganisedaccordingtothekeyelementsofPAIAcompliance,whichwerereflectedinthequestionnaire,senttodepartments.Inordertofacilitatecollectivelearningandfuturebenchmarking,thechapterconcludesbyidentifyingareasofgoodpracticeinselecteddepartments.
3.2. Findings
Deputy information officers have not been appointed
The PAIA defines an Information Officer as the Director-General, head or executive director orequivalentofficerofanationaldepartmentorprovincialadministrationdepartments.
ByvirtueofbeingtheheadofagovernmentdepartmentoraChiefExecutiveOfficerofapublicbody,suchanindividualisautomaticallyregardedasanInformationOfficer.Giventhescopeofdepartmentalactivitiesandthechallengesthatmostinstitutionshavetodealwithregardingaccesstoinformation,thePAIAalsoprovidesfortheappointmentofDIOs.BeingappointedasaDIOvestsresponsibilityforthepracticalimplementationofthePAIAinaspecificofficialinadepartment.TheappointmentofDIOsisthusthefoundationforthesuccessfulimplementationofthePAIA.
Figure 2: Deputy Information Officers per Department
Figure 2aboveprovidesanoverviewofthenumberofDIOsappointedindepartments.
Ofthedepartmentsthatresponded,almostaquarter(23%)reportedthattheydonothaveDIOs.ThenumberofDIOsappointedperdepartmentvaries,with forty-sevenpercent (47%)ofdepartmentshavingappointedoneDIO,andsixpercent(6%)havingappointedmorethan10DIOs.DepartmentsinthelattercategoryaretheSouthAfricanPoliceService(SAPS)with1210DIOs,andtheWesternCapeandNorthernCapePremiers’Officeswith11and10DIOs,respectively.ThisreflectsthedifferentwaysinwhichdepartmentalstructuresareusedtoimplementthePAIA.TheSAPSappointedaDIOat
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eachPoliceStation,creatinganetworkfordealingwithrequestsatthecoalfaceofservicedelivery.Thisenhancestheabilityofcitizenstoobtainaccesstoinformationinatimelyandconvenientmanner.
FiveyearshavepassedsincetheenactmentofthePAIAin2002,anddepartmentshavethereforehadsufficienttimetoappointDIOs.IfDIOsarenotappointed,theresponsibilityfortheimplementationofthePAIArestswiththeHeadofDepartmentalone.SuchanarrangementcompromisesimplementationgiventhemanyothercompetingresponsibilitiesthatrequiretheattentionoftheHeadofDepartment.
The study further sought toestablishhow longDIOshavebeen in theirposts as their experiencecouldaffectthemannerinwhichtheyunderstandtheirresponsibilities.Figure 3belowshowshowlongexistingDIOshavebeenintheirposts.
Figure 3: Period Deputy Information Officers have been in their posts
There arenotabledifferencesbetweendepartments in this regard.As canbeexpectedwhennewlegislation isenacted,very fewdepartments(14%)appointedDIOs immediatelyafterthePAIAwasenactedin2002.Twenty-twopercent(22%)ofdepartmentshavejustrecently(lessthansixmonths)appointedDIOs.FromFigure 3,itisevidentthatatthetimeofthestudyanaggregateof41%oftheDIOshadbeenintheirpostsforaperiodoflessthanayear.ThislimitedperiodmayaffectthemannerinwhichDIOsunderstandtheobligationsthePAIAplacesonthem,andthusaffecttheimplementationoftheActandthehandlingofrequestsforinformation.
The study also looked at the manner in which DIOs were appointed.An appointment is likely tobeviewed inamore serious light if it is confirmed inwriting.Departmentswereasked to indicatewhethertheyhadformalisedtheappointmentoftheirDIOsinwriting.Figure 4depictshowDIOswereappointed.
25%
No appointment
23%20%
15%
5%
0%
10%
Less than 6 months
Less than 1 year
19%22%
2 years agoMore than 3
years
22%
14%
14
Figure 4: Means by which Deputy Information Officers are appointed
Figure 4indicatesthatfifty-twopercent(52%)ofthedepartmentsappointedDIOsinwriting.Ofthese,eightpercent(8%)ofthedepartmentssaidtheyusejobdescriptionsforthispurposeandfourteenpercent (14%)reliedonperformanceagreementsasamechanismto formalise theappointmentofDIOs.ThelatterfindingisencouragingasitindicatesthatsomedepartmentsareensuringthatindividualsareheldaccountablefortheimplementationofthePAIAbyusingexistingperformancemanagementinstruments.Thesedepartments showtheability to incorporate thePAIA intonormalmanagementpracticesratherthandealingwithitinanad-hocmanner.Itwould,however,beimportanttohavemoredepartmentsinstitutionalisetheimplementationofthePAIAinthismanner.
Insufficient training of deputy information officers
TheunderstandingthatDIOshaveoftheirrolesandresponsibilitiesiscriticalfortheimplementationofthePAIA.Figure 5 reflectstheextenttowhichDIOsunderstoodtheirrolesandfunctions.
Figure 5: Clarity that Deputy Information Officers have about their roles
Yes60%
Unsure22%
No18%
In writing52%
Not written26%
Other22%
15
AsreflectedintheFigure 5,sixtypercent(60%)oftherespondentssaidthattheirDIOsunderstoodtheirroles;eighteenpercent(18%)saidtheywerenotclearabouttheirroleandtwenty-twopercent(22%) said they were unsure about their role. In forty percent (40%) of the cases, DIOs did notunderstandtheirroleandquestionedwhytheyarecalledDIOsinthefirstplace.Thisisaseriousconcernandindicativeofcompliancemerelyforthesakeofcompliance.ThisaffectstheirabilitytoimplementthePAIA.TheunderstandingthatDIOshavehastobeextendedbeyondmerelyunderstandingtheirbasicresponsibilitiessuchastheneedforhavingamanual,andfollowingprocedures.Italsohastobeunderstoodwithin thecontextof the realisationof social rights,organisational cultureof thePublicServiceanddeliveryofservices.Thelinkbetweenaccesstoinformationandtheexpansionofacultureofhumanrightsshouldbewellunderstoodbypublicservantsandcitizensalike.
DepartmentswerealsoaskedwhethertheyhadprovidedtrainingtoDIOsand ifso,whoprovidedthetraining.Thirty-fourpercent(34%)oftherespondentssaidtheyhadreceivedtrainingandforty-onepercent(41%)saidnotrainingwasprovided.Therestof therespondentseitherhadnotappointedDIOsordidnotknowwheretogettraining.
Inadequate training is a major factor that affects the functioning of DIOs in departments.Withoutadequatetraining,thereisnofoundationfortheimplementationofthePAIA.TheseDIOsplayapivotalroleindealingwithrequestsforaccesstoinformationandassuch,theirdecisionssignificantlyaffectthemannerandabilitywithwhichcitizensareabletoaccess informationandparticipate ingovernmentprocesses.Thisismostsignificantincaseswhereaccesstoinformationisdenied,astheproceduretoappealthroughtheCourtsiscostlyandplacestheredressmechanismprovidedforinthePAIAbeyondthemeansofmostSouthAfricans.
DepartmentsadvancedseveralreasonsfornotprovidingtrainingtoDIOs.TheseincludedthefactthatDIOshadonlybeenappointedrecently,thattrainedDIOsoftenlefttheemployofthedepartments,thatchangesindepartmentalstructuresimpactedondecisionstoappointDIOs,thatlimitedtrainingopportunitiesexisted forDIOs, and thatofficialsnotworkingwith thePAIAwereoftenwrongfullynominatedfortraining.Allthesearenotinsurmountablehindrancesandcanbeaddressedbydepartments.The capacity of departments to implement the PAIA could be increased if adequate and focusedtrainingcouldbeprovidedtoDIOs.ItwouldenhancetheunderstandingthatDIOshaveoftheirjobs.Well-trainedDIOswillbeabletofacilitateeasyaccesstoinformation.
DepartmentswerealsorequestedtoindicatethesourcesoftrainingforDIOs.Figure 6belowliststhesourcesemployedtotrainDIOs.
16
Figure 6: Sources of Training for Deputy Information Officers
AsisevidentfromFigure 6,itcanbeseenthatfiftypercent(50%)ofthetrainingwasconductedbyJusticeCollege11, followedbytheSAHRC(21%)andthePremiers’Offices(14%).Therewerea fewinstanceswherepersonnelinthelegalsectionsofgovernmentdepartmentsprovidedtrainingonthePAIA.However,thefigureshowsthatmostofthetrainingisprovidedbyJusticeCollege.ThecapacitytotrainpublicservantsonthePAIAexistswithinthePublicService.Thecriticalneedfortrainingcouldbeaddressediftheexistingtrainingcapacityisusedmoreoptimally.PAIA manuals are not available to citizens
Section14ofthePAIArequireseverypublicbodytocompileamanual,whichcontainsadescriptionofitsstructure,contactdetailstofacilitatearequestforaccesstoinformationandadescriptionoftheservicesavailabletomembersofthepublicinatleastthreeofficiallanguages.Giventheimportanceofthismanualinthepromotionofaccesstoinformation,thestudyassessedhowmanydepartmentshadtherequiredmanualsinplaceandwhetherthisinformationiseasilyaccessibletothepublic.Withoutthismanual,effectivecommunicatingwiththepubliconaccesstoinformationcannottakeplacenorcanitguidethoseseekinginformation.Figure 7denotestheavailabilityofPAIAmanuals.
Figure 7: Availability of the Manual
No manual44%
Have draft manual2%
Have manual54%
50%
Justicecollege
50%
40%
30%
10%
0%
20%
Premiersoffice
HRC
21%
14%
Legalservices
Deptworkshop
11%
4%
11JusticeCollegeisthetraininginstitutionoftheDepartmentofJusticeandConstitutionalDevelopmentwherejusticeandlegalrelatedtrainingisprovidedtopublicofficials.
17
Figure 7showsthatfifty-fourpercent(54%)ofthedepartmentshavemanuals.ItisofconcernthatfiveyearsaftertheenactmentofthePAIA,44%ofdepartmentsstilldonothavetherequiredPAIAmanuals.Suchamanualissupposedtobethebasicguide,whichunderpinsPAIAimplementationandfacilitatesthehandlingofinformationrequestsfromcitizens.Withoutthesemanuals,citizensdonotknowwhatinformationisheldbygovernmentdepartmentsandwhatinformationisautomaticallyavailabletothem.Thismeansthatcitizenswouldbeunabletoparticipateinameaningfulmanneringovernmentdecision-makingprocesses.
ThestudyalsoestablishedthatnoneoftheprovincialdepartmentsintheEasternCape(EC)hasmanuals.ThisisdespitethefactthatthreeofthedepartmentsintheprovincereportedhavingappointedDIOs,thusraisingquestionsaboutwhatfunctionstheDIOshavebeenperformingsincetheirappointment.
ThePAIArequiresthatmanualsbetranslatedintoatleastthreeofficial languagestoincreaseaccesstoinformation.RespondentsreportedhavingdifficultyintranslatingthemanualsfromEnglishtootherlanguagesbecauseoflackofresourcestotranslatethesemanuals.Thelackofresourcesmaypreventthetranslationofthemanualsinthreeofficiallanguages,butthecoststhereofshouldbeweighedagainstthebenefitsofevengreateraccessibilitytoinformationforcitizensandenhancingtheabilityofcitizenstoexercisetheirrighttoinformation.
PAIA manuals are not updated
Amongthedepartmentsthatdidcompileamanual,themajorityofthemanualswerecompiledduring2003,approximatelytwoyearsafterthepromulgationofthePAIA.Figure 8indicateswhenthemanualswerecompiled.
Figure 8: Manuals Compiled in Each Year
FromFigure 8above,itisevidentthatthemomentumforcompilingmanualsincreasedfromtwenty-three percent (23%) in 2002 to fifty-two percent (52%) in 2003. From 2004 to 2005, this figuredeclinedandstabilisedat twelvepercent (12%).Departmentsexplained that theydidnothave thePAIAmanualbecausetheydidnothaveDIOs.However,thisreasonisnotcompellingenoughbecausealltheinformationdepartmentsrequiretocompilesuchamanual,isinfactavailableontheSAHRC’swebsite12.
12Seewww.SAHRC.org.za
0%
10%
20%
30%
40%
50%
60%
23%
Year 2002
52%
12% 12%
Year 2003 Year 2004 Year 2005
18
Oncecompiled,manualshavetobeeasilyaccessedbythepublic.Fromthestudy, itwasestablishedthatdepartmentstendtousetheGovernmentGazette,theInternet,theSAHRC,andfrontlineservicedeliveryofficestomakethemanualaccessibleandavailabletothepublic.Departmentsshouldtakethereachofthesemechanismsintoaccount,asthepoorandilliterategroupsmaynotbeabletoaccessthem.Theuseofinformationandcommunicationtechnologyastheonlymediumtoensureaccessibilityof themanuals, fails to address the information needsof disadvantaged and illiterate groups in thecommunity,whodonothaveaccesstosuchtechnology.Themanualcanbemademoreaccessibleiffrontlinestaffusesittoinformcitizensoftheirrightstoinformation.
Section14ofthePAIArequiresthatthemanualbepublishedandupdatedifnecessaryatintervalsofnotmorethanoneyeartoensureitsrelevance.InformationOfficersorDIOsareinthemajorityofcasesresponsibleforupdatingthemanualexceptfortheNorthernCape,whichmakesuseofComplianceOfficers.Inotherdepartments,legalservicesofficersarealsoinvolvedintheupdatingofthemanuals.Inthisregard,forty-eightpercent(48%)oftherespondentssaidthattheyhaveupdatedthemanual,whiletwenty-onepercent(21%)haveneverupdatedthemanualsinceitwasdeveloped.Thisisaconcernasjustoverathird(38%)ofallthemanualsthatweredevelopedcontainsoutdatedinformation,whichmeans they areof little value to the citizens.Thesemanualsonlybecomeameaningfulpartof thecomplianceinfrastructureiftheyareupdated.
Departments do not provide information to public institutions
ThePAIAprovidesformeasuresthroughwhichtheSAHRCandtheMinisterofJusticeandConstitutionalDevelopmentcanmonitortheimplementationofthePAIA.Thesemeasuresaredescribedbelow.
(a) Submission to the Minister of Justice and Constitutional Development
Inthestudy,departmentswererequestedtoindicatewhethertheysubmittedtheannualreporttotheMinisterofJusticeandConstitutionalDevelopment.
Section15(1)ofthePAIArequirestheinformationofficerofapublicbodyonaperiodicbasis,butnotlessfrequentlythanonceeachyear,tosubmittotheMinisterofJusticeadescriptionofthecategoriesofinformationthatareautomaticallyavailabletothepublicwithoutthemhavingtorequestaccesstotheinformation.
Itwasfoundthatseventy-threepercent(73%)oftherespondentssaidtheyhavenotsubmittedreportstotheMinister.Onlyhalfoftheremainingtwenty-sevenpercent(27%)saidthattheyhadsubmittedtheirreportstotheMinisterannually.Non-complianceinthisregardrestrictstheabilityofcitizenstoexercisetheirrightstoaccessinformationastheyareforcedtoapplyforinformation,whichshouldbeautomaticallyavailable.ItplacesanunnecessaryadministrativeburdenupondepartmentsthatcouldhavebeenpreventedhadthesereportsbeensubmittedtotheMinister.TheextenttowhichthisisoccurringisofseriousconcernandshouldbeaddressedasaprioritybydepartmentsandtheMinisterofJusticeandConstitutionalDevelopment.
19
DepartmentswererequiredtoprovidereasonsfornotsubmittingtherequiredreporttotheMinisterofJusticeandConstitutionalDevelopment.Thereasonsstatedincludedalackofstaff,thenon-existenceofthePAIAmanual,lackofawareness,theneedforguidancetoassistdepartmentstocomply,theshiftingofresponsibilitytoanothersectionoftheorganisation(forexample,Premiers’Officesinthecaseofprovinces)andthelackofrecords.Noneofthesereasonsprovidesaconvincingcaseoflackofcapacity.Instead,thereasonslargelyindicatethatsuchdepartmentsaresimplynotprioritisingtheimplementationofthePAIAandthatcommitmenttoimplementingthePAIAislacking.
(b) Submission of an Annual Report to the South African Human Rights Commission
DepartmentshadtoindicatewhethertheycompliedwiththeirobligationtosubmitanannualreporttoSAHRC.
IntermsofSection32ofthePAIA,departmentsarerequiredtosubmitanannualreporttotheSAHRC.Suchareportshouldprovideabreakdownofrequestsforaccesstoinformation,showingforexample,thetotalreceived,thetotalgranted/refused,appealslodgedandapplicationsmadetocourt.ThereportsenabletheSAHRCtomonitortheimplementationofthePAIAbydepartment.
WiththeSAHRCbeingaChapter913Institutionsupportingdemocracy,itisimperativefordepartmentstosubmitreportsasrequiredlesttheyareperceivedtobeinhibitingaConstitutionalbodyfromexercisingitsoversightmandate.ThesereportswouldalsobeindicativeofthenatureofrequestslodgedwithdepartmentsandwillprovideabasisforanalysingtrendswithinthePublicService.Figure 9providesanoverviewofthenumberofdepartmentsthatsubmittedtherequiredreporttotheSAHRC.
Figure 9: Compiling Reports for the SAHRC
13‘ChapterNine Institutions’arestate institutionssupportingdemocracy,and includethePublicProtector,HumanRightsCommission,Auditor-General,CommissionforGenderEquality,ElectoralCommission,andCommissionofthePromotionandProtectionoftheRightsofCultural,ReligiousandLinguisticCommunities.Theseinstitutionsareindependent,subjectonlytotheConstitutionandthelaw,andtheyreporttotheNationalAssemblyatleastonceayear.
No51% Other
10%
Yes39%
20
AsisdepictedintheFigure 9above,thestudyfoundthatahighnumberofrespondents(51%)havenotcompiledandsubmittedthesereportstotheSAHRC.Thenon-complianceofdepartmentsaffectstheabilityoftheSAHRCtoundertakesomeoftheoversightactivitieswithinitsmandateduetoalackofaccurateandcredibleinformation.Problemsthatmighthavebeenidentifiedarenottimeouslyaddressed.
Citizens are not adequately informed of the internal appeal procedure
Section74ofthePAIAentitlesarequesterofinformationtolodgeaninternalappealagainstadecisionofanInformationOfficerofapublicbody.Thismusthoweverbedonewithinsixtydaysofthedecisionbeingmade.Onceanappeal is lodged,departmentsmustprovideadecisiononan internal appealwithinthirtydaysoftheappealbeinglodged.TheinternalappealprocessmusthavebeenexhaustedbeforeanaggrievedrequestercanforwardthemattertotheHighCourt.
WhilecitizenscanturntotheHighCourttocompelgovernmentbodiestoreleaseinformation,legalprocessestaketimeandcanbeverycostly,effectivelyexcludingpoorpeoplefromexercisingtheirrighttoaccesstoinformation.
However,providingforinternalappealproceduresinlegislationisineffectiveifthepublicisnotinformedabouttheirappealrightandhowtoexercisetheirrights.Aggrievedrequestersmustfirstexhausttheinternalappealprocedurebefore theCourtscanconsideranappeal.Theprohibitivecostsofcourtactionmakeitimperativethatthepublicbeinformedabouttheirappealrightsandtheinternalappealproceduresfollowedbydepartments.
Figure 10indicateshowmanydepartmentsinformrequestersofinformationoftheirrighttoappealanydecisionmadebytheIO.
Figure 10: Informing Clients of their Appeal Rights
No35% Other
16%
Yes45%
21
Ascanbe seen fromFigure 10, the study found that forty-ninepercent (49%)of thedepartmentsreportedthattheyinformrequestersofinformationoftheirrighttoappeal,whilethirtyfivepercent(35%)saidtheyhavenotdoneso.Incaseswhereappealsweredealtwith,eighteenpercent(18%)ofthedepartments indicatedthat thesewerehandledthroughtheHeadofDepartmentorExecutingAuthority,whilefourteenpercent(14%)handledthemthroughadhocmeasuresandsevenpercent(7%)madeuseoftheirlegalsectionstohandletheappeals.
Respondentsindicatedthattheyhadnoopportunitytoinformthepublicaboutthisentitlementbecausetheyhadnotdealtwithanyappeals.Thisisanunfortunateperspectivebecauseitignoresthefactthatthe public should be informed of their rights as a matter of course, and that departments shouldthereforenotwaittobeapproachedwithanappealbeforetheycanmakethepublicawareoftheserights.Therighttoappealneedstobecommunicatedtocitizensespeciallywhenaccesstoinformationisdenied.Withoutthisrightbeingcommunicated,fewercitizenswouldappealandthemajoritymightactuallyaccepttheresponseofthedepartmentasfinalandthusnottakeanyfurthersteps.
Themajorityofdepartments(61%)indicatedthattheyneverhadtodealwithanyappealsasnonewerereceived.ThelackofprogresswiththeimplementationofthePAIAcanpartlybeascribedtoalackofawarenessandunderstandingoftherighttoinformationandthePAIAbyordinarycitizens.Ifcitizensareunawareoftheirrights,anddonotexercisethese,departmentswillnotbecompelledtoimprovetheircompliancewiththePAIA.Inturn,thiswillcreatetheperceptionthatthePAIAisineffectiveandleadtotheerosionofthisConstitutionalright.Italsopointstothecriticalrolethatgovernmentandcivilsocietyorganisationscanplayinmakingthepublicawareoftheirrighttoinformation.Therighttoinformationcansignificantlyadvancedemocracythroughenhancingtheabilityofcitizenstoparticipateingovernmentprocesses.
Departmental systems to manage requests for information are lacking
Departmentswereaskedwhethertheyhadsystemsformanagingrequestsforinformation,andwhethertheyhadadedicatedcomponentdealingwiththeserequests.Intermsofsection25(1)ofthePAIA,bodiescoveredbythelawhave30daystoanswertorequestsforinformation.Ifmoretimeisrequiredtoaddressmorecomplexrequests,anadditional30daysextensioncanbeutilised.
Publicbodiesmusthavesystemsto implementthePAIA.Withoutsuchsystems, itbecomesdifficultto track the requestsof citizens,whether such requestswereappropriately responded to, the timedepartmentstooktorespondtotherequestsforinformationorwhetherthelegallimitsforrespondingtoinformationrequestwereadheredto.Properrecordkeepingisaprerequisitefordepartmentstoadequatelyrespondtoanyrequestforinformation.
Mostdepartmentsthatrespondedtothisquestionreportedhavingrecordsofsomesort,themajorityofwhichareintheformofmanualfiles.Forty-threepercent(43%)reportednothavinganykindofsystemformanagingrequests.Theabsenceofanysystemtomanagerequestsisaseriousconcern,asdepartmentswouldnotbeabletoaccountforthemannerinwhichrequestsforinformationaredealt
22
withandwouldnotbeabletorespondtotherequesterorprovidetherequiredinformationtotheSAHRC.Thiscontributestothedifficultiescitizensfacewhentheyattempttofollowupontherequestsforinformationthattheyhavesubmitted.Theabsenceofsystemstomanagerequestscouldexplainwhythetimeframesfordealingwithrequestsarefrequentlyexceeded14.
However,asshowninFigure 11below,themajorityofdepartmentsreportedhavingaspecificcomponentresponsiblefordealingwithrequestsforinformation.
Figure 11: Components dealing with PAIA requirements in Departments
In themajorityof casesdepartments assign the responsibility for thePAIA implementation to theirLegal Services sections (36%), followed by Communications (21%), Records Management (18%),ComplianceUnits (9%)andRegistry(6%).Theappropriatenessofassigningtheresponsibilityof thePAIAimplementationtotherecordsmanagementunitorregistrycanbequestioned.ThiscanpointtoeitherthelowpriorityassignedtothePAIAwithindepartmentsoramisunderstandingoftheaimsandcontentofthePAIAbyseniormanagement.However,thisdoesnotmeanthattheRecordManagementUnitorRegistrydoesnotplayanimportantroleintheprocessofmanagingrequests.Goodpracticeidentified in this study, suggests that theseunitsplayacritical role in the integratedmanagementofrequests.
While different components dealt with the PAIA, departments were found to be poor in trackingprogresswithrequests,asonlytwenty-fourpercent(24%)hadatrackingsysteminplaceandseventysixpercent(76%)didnothavesuchatrackingsysteminplace.Wheredepartmentsindicatedthattheyhadatrackingsystem,theyweremainlyreferringtoamanualregister,asubmissionsystem,registerskeptbysecretariesorgeneralrecordssystems.Whilethesemaybeviewedassystems,theyareverybasic,inaccessibleandtendtohampertheeffectiveimplementationofthePAIA.Thementionedtrackingsystemsdonotprovideanadequatebasis formonitoringprogresswithrequestsandadherence totimelines,respondingtimeouslytorequesters,orreportingtotheSAHRC.
0%
40%
Communications
30%
20%
10%
21%
36%
9%6%
18%
9%
Legal Services Information Systems
Management
Registry Records Management
Compliance Units
14OpenDemocracyAdviceCentre.SouthAfricanSummaryCountryReport:OpenSocietyInstituteJusticeInitiative2004.MonitoringStudy.September2005.(seewww.opendemocracy.org.za)
23
Departments stated that they did manage to deal with requests for information within reasonabletimeframes.Whenaskedhowlongittooktodealwitharequestforinformation,seventy-twopercent(72%)oftherespondentsreportedthattheirprocessestakethirtydaysasisrequiredbythePAIAwhiletwenty-eightpercent(28%)oftherespondentssaidthattheywentbeyondthethirty-daythreshold.Thestudycouldnotverifythevalidityoftheseturnaroundtimes.However,atthisstageitsufficestopointoutthatotherresearchhasshownthatpublicinstitutionsareweakinrespondingtorequestsforinformation15.
TheabsenceofformalsystemstodealwithrequestsandappealsalsopointstoaneedfordedicatedmonitoringandevaluationofdepartmentalperformanceregardingtheimplementationofthePAIA.
Departments require support from the South African Human Rights Commission
TheSAHRChasacriticalsupportroletoplayfordepartmentstoimplementthePAIA.DepartmentsindicatedthattheSAHRCsupportedthemthroughtraining(19%),workshops(10%),assistancewithcompilingtheannualreporttotheSAHRC(6%),assistancewithcompilingthemanualontheAct(5%),assistancewiththeGuidetothePAIA(5%),assistancewithimplementingthePAIA(5%),andassistancewithcompilingtheInformationBrochures(3%).
WhendepartmentswereaskedwhatsupporttheywouldliketoreceivefromtheSAHRC,mostofthemindicatedthattrainingwasthemostpressingneed,followedbytheappointmentoftheDIO,andcompilingthemanualandassistanceininformingthepublicoftheirrighttoinformation.ItisworthwhiletonotethatalltheinformationthatthedepartmentsneedinordertocompilethemanualisavailableontheSAHRC’swebsite16.
Using the Government Communication and Information Service (GCIS) to create awareness of the PAIA
Section 16 of the PAIA requires that the Director-General of the Department of GovernmentCommunication and Information Services (GCIS)must at own cost, ensure the publication of thecontactdetails,includingtheelectronicmailaddressoftheinformationofficerofeverypublicbodyineverytelephonedirectoryissuedforusebythepublicasprescribed.AninterviewwasconductedwithGCIStoascertaintheimplementationofthisrequirement.
TheGCISindicatedthattheupdatingoftelephonedirectorieswasdependantontimeframesdeterminedbyTelkom.However,theintentionistoensurethatinfuturethetelephonedirectorieswouldcontainaseparatepagewiththecontactdetailsofalltheinformationofficersofallthegovernmentdepartments17.Thiswillmakeiteasierforthepublictoobtainthecontactdetailsoftheinformationofficers.PreviouslythecontactdetailsoftheIOswerenotindicatedindetailandcouldthereforenoteasilybetraced.Thisisgoodpracticeanditaimsatprovidingaclient-centredservice.GCISintendspublishingthedetailsofDIOsinallfuturetelephonedirectories.
15OpenDemocracyAdviceCentre.SouthAfricanSummaryCountryReport:OpenSocietyInstituteJusticeInitiative2004.MonitoringStudy.September2005.(seewww.opendemocracy.org.za)16www.SAHRC.org.za17ThePSChassinceconfirmedthatthisarrangementisalreadybeingimplemented.The2005/6TelephoneDirectoriesincludeaseparatepagelistingthedetailsofdepartmentalInformationOfficers.
24
Inaddition,thecontactdetailsofallgovernmentinstitutionsarepublishedinaGovernmentDirectory.TheDirectoryisupdatedanddistributedonasix-monthlybasistogovernmentdepartments.
GCIS further indicated that it also updates the government website with the contact details of allgovernmentdepartmentsandinstitutions,includinginformationabouttheinformationofficers.Thesecontactdetailsareupdatedonanon-goingbasis,asinformationismadeavailabletotheGCIS.
3.3. Good practices in the implementation of the PAIA
AlthoughtherateofcompliancewiththePAIAisstillunsatisfactory,thestudyestablishedafewareasofgoodpractice.Thecompliancesystemsimplementedincertaindepartmentsareviewedasgoodpractice.Thesesystemsarecomprehensive,welldeveloped,andintegrated,andtheyseektomakeprovisionforcompliancewithallaspectsofthePAIA.Thesystemsarealsointegratedintothemanagementofthedepartments.Staffareawareoftheirresponsibilitiesandtheprocessesenabledepartmentstofocusonproviding thecitizenwith therequired information.Therole thecitizenplays in theprocesses isacknowledged.
ThespecificsystemsutilisedbytheSouthAfricanPoliceService(SAPS),theDepartmentofEnvironmentalAffairsandTourism(DEAT)andtheDepartmentofWaterAffairsandForestry(DWAF)aredescribedindetailandgeneralbestpracticeisthendeducedfromthesesystems.AsystematicdescriptionofthesesystemscanbefoundinAnnexureAattheendofthisreport.
Roles and responsibilities are well understood and officials know how to deal with requests for information
• TheSAPSusesitscommandandhierarchystructureeffectivelytodealwithrequestsforinformation.ADIOwasappointedateachPoliceStation.ArequestforinformationissubmittedtotherelevantDIO.UnambiguousguidelinesdescribewhatisrequiredoftheDIO.Attheendofthemonth,eachDIObasedatapolicestationsubmitsaPAIAreturntoHeadOfficeforconsolidationandsubmissionbeforetheseventhofeachmonth.Basedonthesemonthlyreports,thenationalDIOconsolidatestheinformationandsubmitsanannualreporttotheSAHRC.Thisformsthebasisforareportingandmonitoringsystem.
• ThenationalDIOintheSAPSusesthemonthlyreportssubmittedtohim/herasabasisforsubmittingtheannualreporttotheSAHRC.ThisensurestheintegrityandaccuracyofthereportprovidedtotheSAHRC.
• InthecaseoftheDepartmentofEnvironmentalAffairsandForestry(DEAT),areferencenumberisgiventoarequestforinformationanditissubmittedtotherelevantChiefDirector.ThisChiefDirectorsubmitstherequestforinformationtotheContactCentrethroughatasklist.TheContactCentreattendstotherequestandprovidestheinformationintherequestedformat.Thisformsthebasisforareportingandmonitoringsystem.
• TheprocedurewithintheDepartmentofWaterAffairsandForestry(DWAF)requiresthatrequestsforinformationberegisteredbytheDIOandOfficeoftheChiefInformationOfficer
25
inHeadOffice.Afileisopened,givenareferencenumber,andacontrolsheetisattachedtotheinsidecoverofthefile.Theexistenceofacentralregisterassistswithmonitoringtheprogressmadeandtimetakentorespondtorequestsforinformation.
Investigation of requests is properly managed
• Afterafilehasbeenopened,theDIOinSAPSaffixesaninvestigationdairytothefileandmakesanentryinthefile.Thenameoftherequesterandentrynumberisincludedinthefile.ThisensuresthattheSAPScanrespondadequatelytotherequestforinformationandtrackprogressmadeinrespondingtotherequester.
• TherelevantChiefDirectorintheDEATsubmitstherequesttotheContactCentrethroughatasklistensuringthatitisnotlostintheprocess.TheresponsibilityfordealingwithrequestsrestswiththeContactCentre.
• InDWAF,afilecontainingtherequestforinformationisplacedonaremindersystem.Suchasystemensuresthatrequestsforinformationaregivendueattentionandfacilitatesmonitoringofprogressandfeedbacktocitizens.
• TheDIOwithinDWAFissuesaresearchinstructiontofacilitatetheprocessofprovidinganadequateresponsetotherequester.Theinformationobtainediscontainedinareport.Thisisoneofthebasicelementsofatrackingsystemwithinthedepartmenttoensuretheinvestigationoftherequestandprovidesanappropriateresponsetothecitizen.TheDIOthengrantsordeniesarequestforinformationusingthereportasabasisforhisdecision.AnyfutureappealthatmaybelodgedagainstthedecisionoftheDIOcanbemanagedsincethebasisforthedecisioniscontainedinthereportanddoesnotrequireacompletere-investigationofthematter.
Records management is incorporated into the procedures for dealing with requests for information
• TheSAPSkeepsaRequesttoAccessforInformationRegisterandDIOsrecordtherequest.Thisisakeyelementinmonitoringthetimeittakestodealwithrequestsforinformation.TheDIOensuresthatthesub-sectionArchivesandRegistrationopensafileforallthecorrespondencerelatingtotherequest.Uponfinalisationofallactionstaken,thefileisreturnedtothesub-sectionArchivesandRegistrationforfiling.
• WithintheSAPS,aspecificreferencenumberisgiventotherequesttoidentifyitandassistwithtrackingitsprogress.Aspecificofficialfileforeachrequestiskeptandproperlystoredtoensurefutureaccesstotheinformationcontainedinthefileshouldenquiriesarise.
• TheDEATusestasklistswhenforwardingtherequesttotheContactCentrethusensuringthattherequestisnotlostandisattendedtobytheContactCentre.
• WithintheDWAF,acontrolsheetisattachedtotheinsidecoverofthefiletoassistintrackingprogress.Thisisthebasisforamonitoringsystemandensuresthatadequateattentionisgiventoallaspectsoftherequestsforinformation.Thisisaquickyeteffectivecontrolmeasuretoensureaqualityresponsetorequestersofinformation.
26
Providing information and the costs involved
• Iftheinformationrequestedisatcost,revenuestampsareusedasevidenceofpayment(DEAT).Thisisagoodcontrolmeasure.
• Informationisprovidedintheformatthatisrequired(DEAT).• TheDIOissuesanassessmentfortherequestfee(DWAF).• TheDIOissuesanassessmentforthedeposit(DWAF).
Citizens are acknowledged in the process of dealing with requests for information
• ProcedureswithintheDWAFrequirethattheOfficeoftheChiefInformationOfficerissuesanacknowledgementreceipttothecitizenrequestingtheinformation.Thisensuresthatcitizensareincorporatedintothemanagementprocess.Italsopromotestheconfidenceofthepublicintheabilityofthedepartmenttoprovidetherequiredinformation.
• TheDIOofDWAFgrantsordeniestherequestforinformationwithin30daysandinformscitizenoftheoutcome.ThisisgoodpracticeandisinlinewiththelegalrequirementsofthePAIA.
3.4. Conclusion
ThestudyhasestablishedthatthePublicServicestill facesseriouschallenges inthe implementationof thePAIA.The implementationof thePAIA iserratic in thePublic Servicewithbasic complianceaspectsnotimplementedinmostdepartments.Themostimportantchangethatneedstooccurisataconceptuallevel–whereaccesstoinformationisseennotonlytoactivelypromotegoodgovernancebutalsotorealisethesocio-economicrightsofcitizens18.
Theabove-mentioneddepartmentsmightbeusedasexamplesbyotherdepartments,especiallythosestrugglingwith the implementationof thePAIA.The steps andexamples providedmaybeused asguidelinestoimproveontheimplementationofaPAIAinfrastructure.
Itisimperativethatdepartmentsattendtotheseimplementationgapstoensurethattheconstitutionallyenshrined right to access to information is promoted and to enable citizens to use these rights toprotecttheirinterests.
18Republic of SouthAfrica. SouthAfricanHumanRightsCommission. Reflections onDemocracy andHumanRights:ADecadeof the SouthAfricanConstitution(Act108of1996).2006.
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4.1. Introduction
ThisstudymovedfromthepremisethattherighttoinformationisoneofthemostimportanthumanrightsthatthenewdemocraticdispensationoffersSouthAfricans.However,manySouthAfricancitizenshavenotyet felt thebenefitsof thisConstitutional right.Departmentsplayakeyrole inpromotingPAIA,butasChapterThreehasshown,compliancewiththeprovisionsoftheActisunsatisfactory.ThisChaptermakesrecommendationsthatwouldcontributetowardsmoreeffectiveimplementationofthePAIA.
4.2. Recommendations
Appointing deputy information officers
TheappointmentofDIOsisamandatoryandbasiccomplianceelement.DepartmentsthathavenotyetappointedDIOsmustimmediatelydoso.ConsiderationshouldbegiventolearningfromtheSAPSapproach,whichensuresanetworkofDIOsdealingwithrequestsforinformationinamannerthatiscustomerdriven,andensureseasyandtimeousaccesstoinformation.
InappointingDIOs,existingperformancemanagementinstrumentscanbeusedtoensureaccountabilityfortheimplementationofthePAIA.Inthisway,theimplementationofthePAIAisincorporatedintothenormalmanagementpracticesofdepartments.
Training of officials
InadequatetrainingisamajorfactorthataffectsthefunctioningofDIOsindepartments.TrainingwillensurethatDIOshaveaproperunderstandingoftheirrolesandresponsibilitiesandareabletomakeappropriatedecisionsregardingrequestsforaccesstoinformation.Trainingshouldalsofocusonensuringtherightsofcitizens,enhancingaworkplacecultureofaccountabilityanddemocracy.
ThetrainingofallDIOsmustbemadeaprioritytoimprovetheirlevelsofawarenessofthePAIA.Thetrainingshouldbeextendedtofrontlinestafftoenablethemtoassistandrefercitizenswhowanttosubmitarequestforaccesstoinformationtotheappropriateofficial/DIO.Frontlinestaffareinthebestpositiontodealwithcitizensandshouldthusbetrainedtosupportrequestsforinformation.
DepartmentsshouldtimeouslycommunicatetheirtrainingneedstotheSAHRCandotherappropriatebodies,suchasJusticeCollege,toensurethattrainingisprogrammed.
Making PAIA manuals available to citizens
Basicsystemsunderpinningtheaccesstoinformationinfrastructure,suchasthePAIAmanuals,arenotinplaceindepartments.
Thedevelopmentof thesePAIAmanualsshouldbeprioritisedbythosedepartmentsthathavenotyetdevelopedthem.However, thesemanualsonlybecomeameaningfulelement inthecompliance
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infrastructureiftheyareupdatedperiodically.Sinceoutdatedmanualsareoflittlevaluetocitizens,thesemanualsshouldreceiveregularpriorityattention.
Thetranslationofmanualsandthemannerinwhichmanualsaremadeavailabletothepublicshouldbereconsideredbydepartments.Theuseofinformationandcommunicationtechnologyastheprimemediumtoensureaccessibilityofthemanuals,doesnotaddresstheinformationneedsofdisadvantagedandilliterategroupsinthecommunity.Departmentsshouldencouragetheuseoffrontlineofficestomakethemanualsavailableandaccessibletocitizens.Providing information to public institutions
Departmentsdonotprovidetherequiredinformationtotherelevantpublicinstitutions.Thisisabasiccompliance element and departments should account to the Minister of Justice and ConstitutionalDevelopmentforthislackofcompliance.Thispreventscitizensfromknowingwhatinformationisalreadyavailabletothemandmayforcethemtorequestaccesstoinformationunnecessarily.DepartmentsthatdonotprovidetherequiredinformationtoboththeMinisterofJusticeandConstitutionalDevelopmentandtheSAHRCshouldbemadetoaccounttotheirrespectiveParliamentaryPortfolioCommitteesforthislackofcompliance.
Informing citizens of their rights to information
ThelackofprogresswiththeimplementationofthePAIAcanpartlybeascribedtoalackofawarenessandunderstandingoftherighttoinformationandthePAIAbyordinarycitizens.Throughawarenesscampaigns the level of awareness regarding the PAIA will increase and lead to more requests forinformationbeinglodged.
GovernmentdepartmentsmustdevelopandimplementcomprehensivecommunicationstrategiestoprovidethepublicwithinformationonthePAIA,specificallytherighttolodgeaninternalappealagainstadecisionofanIOorDIO.
Departments shouldmake sure that theypublish their internal appeal processes andmake citizensawareoftheirrightsinthisregard.Suchanawarenesscampaigncouldbelinkedtothe“knowyourrightsday”andotherPublicServicecampaigns.Therighttoaccesstoinformationorrighttoknowmustbepopularised.Governmentandcivilsocietyorganisationsplayacriticalroleinmakingthepublicawareoftheirrighttoinformation.GCIScouldplayapowerfulroleinraisingawarenessofthePAIA,butitshouldbe linkedtoanationalawarenesscampaigndrivenbytheDepartmentof JusticeandConstitutionalDevelopment.
Improving departmental systems to manage requests for access to information
The importance of proper recordkeeping and filing systems and basic administration functions inimplementing the PAIA cannot be over-emphasised. Formal systems, which deal with all aspects oftherequestsforinformationprocess,shouldbedevelopedbydepartmentsasamatterofurgency.If
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thesesystemsfunctioneffectively,informationcanbeprovidedtimeouslytocitizensandtheobligatorymonitoringreportscanbemadeavailabletotheSAHRC.
Theexistingtrackingsystemstomonitorprogressinthisregardareverybasicandinaccessible.
Monitoring of the implementation of the PAIA
The PSC shall continue to monitor the implementation of the PAIA through the application of itsmonitoringandevaluationsystem.StrategicpartnershipswithstakeholderssuchastheSAHRCshouldbeformedtoconductstudiesfocusingonthePAIA.
Linking the PAIA to improved service delivery
GiventhatitisnowmandatoryforallseniormanagerstoreflectBatho Peleprinciplesintheirperformanceagreements,itshouldbepossibletoimprovecompliancewiththePAIAbylinkingittotheseprinciples.OftheeightBathoPeleprinciples,theprinciplesofInformation,OpennessandTransparencyandRedressarecloselyalignedwiththePAIA.
• Informationrequiresthatcitizensbegivenfullandaccurateinformationaboutpublicservices,whichtheyareentitledto.
• Openness and Transparencyrequiresthatcitizensbetoldhownationalandprovincialdepartmentsarerun,howmuchtheycostandwhoisincharge.
• Redress requires thatanapology,afullexplanation,andaspeedyandeffectiveremedybeofferedwhenthepromisedstandardofserviceisnotdelivered,andwhencomplaintsaremade,citizensshouldreceiveasympathetic,positiveresponse.
ThePAIAgiveseffecttotheseprinciplesandprescribestheappointmentofspecificofficialstodealwithrequestsfor information,what informationshouldbeprovidedtothecitizensandhowredressmechanisms are to be incorporated into the process should citizens be denied access to publicrecords.
4.3. Conclusion
The study established that the implementationof the PAIA is not being adequately prioritised andaddressedbygovernmentdepartments.EffortstobuildcapacitytogiveeffecttotherequirementsandspiritofthePAIAshouldbestrengthenedaspartofthepromotionofgoodgovernance.ThePAIAisessentialtothebuildingofatransparentandaccountablePublicServicethroughthepromotionoftherighttoaccesstoinformation.Departmentsshouldensurethatcitizensbecomeawareoftheroleinformationplaysintheimprovementofthequalityoftheirliveswhilstcreatingtherequisitecapacitytomeettheinformationneedsofthepublic.Accesstoinformationisultimatelyahumanrightsissue,ascitizenscannotfullyenjoythefruitsofdemocracywithouttimeous,accurate,andreliableinformationaboutgovernmentandtheservicesitrenders.
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1. South African Police Service
ThesystemthatSAPSusesiselaborateandentailsthefollowingsteps:
(a) ForwardingrequestsforinformationandaccompanyingcorrespondencetotherelevantDIO;(b) Uponreceiptofarequest,theDIO:
• RecordstherequestforAccesstoInformationRegister ; • RequestsSub-section:ArchivesandRegistrationtoopenafileforallthecorrespondence
relatingtothatrequest;and • Uponreceiptofthefile,affixesaninvestigationdiaryandmakesanentry;
(c) Thenameoftherequesterandtheentrynumberareentered;(d) Uponthefinalisationofallactionstaken,thefileisreturnedtothesub-section:Archivesand
registrationforfilling;and(e) AttheendofeverymontheachDIObasedatapolicestationsubmitsareturnonthePAIAfor
consolidationandsubmission,beforetheseventhofeachmonth,toHeadOffice.Basedonthesemonthlyreports,thenationalDIOconsolidatestheinformationandsubmitsanannualreporttotheSAHRC.
2. Department of Environmental Affairs and Tourism
The DEAT also has an interesting system worth describing in terms of good practice.The systemprovidesforthefollowingentries:
(a) Receivingtherequest;(b) Givingtherequestareferencenumberorutilisingtheexistingreferencefromtherequester(c) ReferringtherequesttotheChiefDirectorate:CommunicationwhosendsittotheContact
Centrethroughatasklist;(d) TheContactCentreattendstotherequestandrefersittotherelevantinformationsourceif
necessary,orprovidestheinformationinaformatthatisrequested;and(e) Iftheinformationrequestedisatcost,evidencewillbetheverificationoftherevenuestamp.
3. Department of Water Affairs and Forestry
IntheDepartmentofWaterAffairsandForestry(DWAF),thesystemusedentailsthefollowing:(a) TherequestgetsregisteredbytheDIOandofficeoftheChiefInformationOfficer(CIO)in
HeadOffice;(b) Afileisthenopened;(c) Thefileisplacedonaremindersystem;(d) Acontrolsheetisattachedtotheinsidecoverofthefile;(e) TheOfficeoftheChiefInformationOfficerissuesacknowledgementofreceipt;(f) Ifapplicable,anassessmentofarequestfeeanddepositisissued;(g) Researchinstructionsareissued;(h) Departmentalrecordsaresearchfortoobtaintherequiredinformation;(i) Asearchreportiscompleted;and(j) TheDIOgrantsordeniesprovisionoftheinformationwithin30days.
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