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

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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Introduction

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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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Key Findings

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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.

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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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Cha

pter

Fou

r

Recommendations and Conclusion

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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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Ann

exur

e A

Description of Departmental Systems used to Manage Requests for Information

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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.