OFFICE OF THE ACCOUNTANT-GENERALQUERIES PORTAL
Presenter: David Krywanio| National Treasury: Office of the Accountant-General | 28 August 2014
RISK FORUM
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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
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click the Login/Register link to register.
REGISTRATION OF USERS
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USER PROFILE DETAILS
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LANDING PAGE AFTER REGISTRATION
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Click on the link “PFM KNOWLEDGE PLATFORM” to enter the Query Logging site &
FAQ`S.
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SELECT A TOPIC FROM THE FAQ`S
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Client selects the FAQ that most closely matches their query
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If the FAQ does not deal with the query adequately, the client clicks on log a query
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The system completes the top part of the form based on the registered profile
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Drop down lists are used to select topic and sub topic
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Query now shows as logged
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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
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Query Resolution Timeframes
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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.
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The End
THANK YOU
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