ADMINISTRATIVE

Table of Contents
ABBREVIATIONS AND ACRONYMS.........................................................................v
STATEMENT FROM THE CHAIRPERSON..................................................................vi
FOREWORD..........................................................................................................viii
EXECUTIVE SUMMARY...........................................................................................ix
1.0. HISTORY, MANDATE AND STRUCTURE............................................................ 1
1.1. INTRODUCTION........................................................................................1
1.2. OMBUDSMAN: HISTORICAL CONCEPT.......................................................1
1.3. THE RISE OF THE AFRICAN OMBUDSMAN INSTITUTION.............................2
1.4. HISTORY OF THE OMBUDSMAN IN KENYA.................................................2
1.5. ESTABLISHMENT OF THE COMMISSION ON ADMINISTRATIVE JUSTICE.......2
1.6. MANDATE OF THE COMMISSION...............................................................3
1.7. THE STRUCTURE OF COMMISSION............................................................5
1.8. VISION, MISSION AND CORE VALUES.........................................................6
1.9. THE LOGO OF THE COMMISSION.............................................................7
2.0. TACKLING MALADMINISTRATION IN THE PUBLIC SECTOR............................ 8
2.1. INTRODUCTION........................................................................................8
2.2. COMPLAINTS HANDLING...........................................................................8
2.3. CASES HANDLED IN PERSPECTIVE.............................................................11
2.4. REPORT FROM THE BRANCH OFFICES......................................................21
2.5. INTEGRATED PUBLIC COMPLAINTS REFERRAL MECHANISM.......................24
2.6. SUCCESS STORIES AND SAMPLE CASES HANDLED....................................25
2.6.1. SUCCESS STORIES........................................................................25
2.6.2. SAMPLE CASES HANDLED.............................................................32
2.7. SAMPLE LETTERS OF APPRECIATION..........................................................43
2.8. INVESTIGATIONS AND RESEARCH............................................................53
2.8.1. INTRODUCTION..........................................................................53
2.9. UNRESPONSIVE AND MALFEASANT PUBLIC OFFICERS..............................61
3.0. BUILDING COMPLAINTS HANDLING CAPACITY IN THE PUBLIC SECTOR..... 64
3.1. INTRODUCTION......................................................................................64
3.2. BUILDING AND STRENGTHENING COMPLAINTS HANDLING CAPACITY....64
4.0. PUBLIC EDUCATION AND ADVOCACY.......................................................... 77
4.1. INTRODUCTION......................................................................................77
4.2. COUNTY VISITS PROGRAMME..................................................................77
4.3. AWARENESS THROUGH AGRICULTURAL SOCIETY OF KENYA SHOWS.......79
4.4. OMBUDSMAN COMMITTEES....................................................................80
4.5. MEDIA-BASED ADVOCACY AND EDUCATION...........................................81
4.6. LEVERAGING ON SOCIAL MEDIA..............................................................82
THE COMMISSION ON ADMINISTRATIVE JUSTICE
iii