OFFICE OF THE ACCOUNTANT-GENERALQUERIES PORTAL

Presenter: David Krywanio| National Treasury: Office of the Accountant-General | 28 August 2014

RISK FORUM

3

OUTLINE OF THE PRESENTATION

• Client registration and log-in

• Client user profile

• Search FAQ`s

• Log a Query

• Query processing

• Query resolution timeframe

• Way forward

Client Registration and Login

3

click the Login/Register link to register.

REGISTRATION OF USERS

4

USER PROFILE DETAILS

5

LANDING PAGE AFTER REGISTRATION

6

Click on the link “PFM KNOWLEDGE PLATFORM” to enter the Query Logging site &

FAQ`S.

7

SELECT A TOPIC FROM THE FAQ`S

8

Client selects the FAQ that most closely matches their query

9

If the FAQ does not deal with the query adequately, the client clicks on log a query

10

The system completes the top part of the form based on the registered profile

11

Drop down lists are used to select topic and sub topic

12

Query now shows as logged

13

Query processing is as follows:

• Query is allocated for resolution within one business day;• Allocation email is submitted to the client indicating

timeframe for resolution (refer to the next slide);• Internal process for resolution is followed;• Automatic workflow is built into the system and provides for

reminders and escalation if timeframes are in danger of being breached;

• Once the resolution is approved, client will receive an email;• If the client is satisfied, the query will be closed;• If client is not satisfied, another process if followed.• If no response from the client within specified time, query

closed14

Query Resolution Timeframes

15

Routine 7 days or less

Complex without external consultation

14 days or less

Complex with external consultation 21 days or less

Complex with Ministerial approval required

45 days or less

Way Forward

• Implementing internally within the Office of the Accountant-General;

• Demonstrations to raise awareness and seek feedback;

• Piloting in selected institutions;

• Refinement of the system;

• Wide spread-roll out of the system.

16

The End

THANK YOU

17