SAP takes on Public Protector

By Staff Writer for SAP

Johannesburg, 06 Jun 2008

The Office of the Public Protector (OPP), which is tasked with dealing with complaints from the public against the government, has bought a SAP citizen relations management and business process solution, for R9 million.

OPP IT head Charles Motau says the new system, which will streamline and automate the ombudsman's business processes, is scheduled to go live by October.

The OPP's mandate is to conduct investigations into alleged improper conduct by organs of state and resolve disputes, as well as report on its activities to Parliament.

Explaining the necessity of automating its processes, Motau said the current method of initiating and conducting an investigation is manually driven. "As a result, investigations, reviews, analysis and reporting of the cases we handle are cumbersome and time-consuming. Given the limitations of paper-based, manual exchanges of information, difficulty is experienced in the integration of the various functions and for the office to report on case statistics.

"It is thus imperative that these processes are automated to allow for efficiencies and for the office to fulfil its mandate by integrating the different functions and levels of operations, while providing accurate information to the relevant constituencies," he says.

Typically, each case investigated requires inputs from at least five parties.

SAP SA business development manager Lucky M Mondlani adds that paper trails are often not auditable. "With this system, workflow is enforced and the issues associated with paper-based information and documents are removed.

"It allows cases to be processed faster, provides an up-to-date picture of affairs and every person who accesses the case has a single view without different interpretations," says Mondlani.

"Continuity is also introduced; investigators can pick up on a case where another left off without any interruption, given the ready availability of all information."

Mondlani adds the system will support improved productivity, while fully integrated business intelligence will provide accurate metrics which will detail organisational performance. For the first time, too, the OPP will be in a position to accurately track and report the cost of each investigation, providing essential data for budgeting and planning.