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OFFICE OF THE ACCOUNTANT-GENERAL QUERIES PORTAL

RISK FORUM. OFFICE OF THE ACCOUNTANT-GENERAL QUERIES PORTAL. Presenter: David Krywanio| National Treasury: Office of the Accountant-General | 28 August 2014. OUTLINE OF THE PRESENTATION. Client registration and log-in Client user profile Search FAQ`s Log a Query Query processing

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OFFICE OF THE ACCOUNTANT-GENERAL QUERIES PORTAL

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  1. RISK FORUM OFFICE OF THE ACCOUNTANT-GENERALQUERIES PORTAL Presenter: David Krywanio| National Treasury: Office of the Accountant-General | 28 August 2014

  2. 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

  3. Client Registration and Login click the Login/Register link to register.

  4. REGISTRATION OF USERS

  5. USER PROFILE DETAILS

  6. LANDING PAGE AFTER REGISTRATION

  7. Click on the link “PFM KNOWLEDGE PLATFORM” to enter the Query Logging site & FAQ`S.

  8. SELECT A TOPIC FROM THE FAQ`S

  9. Client selects the FAQ that most closely matches their query

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

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

  12. Drop down lists are used to select topic and sub topic

  13. Query now shows as logged

  14. 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 closed

  15. Query Resolution Timeframes

  16. 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.

  17. The End THANK YOU

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