The Inspectorate of Government (IG) has taken a significant step towards improving service delivery by benchmarking with the Office of the Director of Public Prosecutions (ODPP) to enhance its complaints handling processes.
On January 28, 2026, officials from the Inspectorate of Government visited the ODPP to study its systems for receiving, assessing and resolving public complaints, with the aim of refining the IG’s internal mechanisms.
The engagement reflects a growing commitment by accountability institutions to adopt modern, efficient and citizen-centred approaches to case management.
During the benchmarking exercise, the Deputy Director of Public Prosecutions, George William Byansi, shared insights into the ODPP’s Prosecution Case Management Information System (PROCAMIS), a semi-automated system used to manage prosecution files.
He explained that the system is fully operational at the ODPP Headquarters and in several regional offices, and allows for both electronic and manual case management.
“We use both electronic and manual files to manage cases, alongside electronic documentation for administrative work such as receiving and sending memos. Our system is decentralised, enabling the DPP, Deputy DPP and Assistant DPPs to sanction cases,” Byansi said.
He was accompanied by Assistant DPPs Faith Turumanya and Winfred Ahimbisibwe, who also contributed to the knowledge-sharing session.
Commending the ODPP’s innovation, the IG’s Manager for Information Technology, Joseph Bamwidhukire, said the benchmarking exercise had provided valuable lessons that will guide the Inspectorate in establishing a robust complaints handling system.
“We have acquired knowledge on how to set up our own complaints desk. This will also support the development of a complaints desk module within our Case Management System (CMS+),” Bamwidhukire noted.
Other IG officials who participated in the meeting included Timothy Mwanja, Ivan Peter Mbwabwa, Noel Munaaba, Sheila Sempa, Asaph Mubiito, Fatumah Kyolaba, Lisa Enid Namwenge and Mark Junior Edyelu.
The Inspectorate of Government receives a high volume of public complaints, largely related to inefficiencies in service delivery. Officials say that strengthening complaints handling systems will not only improve internal efficiency but also enhance public confidence in the institution.
The benchmarking initiative underscores the value of inter-agency collaboration in strengthening governance, accountability and access to justice for all Ugandan’s.
