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Making a Mark: The First 100 Days in Office Nicola Williams Complaints Commissioner

Aim of the Office:  To investigate in a fair and independent manner complaints against government to ascertain whether injustice has been caused by improper, unreasonable, or inadequate government administrative conduct, and to ascertain the inequitable or unreasonable nature or operation of any enactment or rule of law.

FOREWORD

Complaints Commissioner - Nicola Williams

As the new Complaints Commissioner, I am ultimately accountable to the people of the Cayman Islands for the performance of my administration.  This is the reason I am releasing a progress report for my First 100 Days in Office, the first of its kind in this Office’s short history.  The report details the first steps I have taken and covers my activities in many sectors.  I am confident that the public and interested parties will find the information to be indicative of my commitment to improve good governance in the Cayman Islands.

The peoples’ expectations are very high and are in line with my Administration’s tune of change that would institute an effective and functioning office with the long-term prospect of serving as a model office not only for the Cayman Islands but for the Caribbean region.  It is my intention not only to continue to inform and educate the public about the role of this Office but also to set standards for, and monitor, the effectiveness of Internal Complaints Procedures throughout government. Above all, this Office will continue to investigate complaints against government entities without fear or favour in order to promote good governance.

The days ahead will be long and will require hard work.  I ask for your patience, your guidance and your prayers.

OVERVIEW

It’s hard to believe, but 18 November 2009 marked my 100th day as Complaints Commissioner of the Cayman Islands.  The first three months have been enormously exciting and productive, and I would like to take this opportunity to share with you some of the things I have had the privilege to be a part of and give you an idea of what lies ahead.

The OCC is and continues to be a learning environment. The Principles of Good Administration,

  • getting it right
  • being customer focused
  • being open and accountable
  • acting fairly and proportionately
  • putting things right
  • seeking continuous improvement

applies as much to us as to the government entities we investigate and monitor.

In my first 100 days, I have tried to focus on learning as much about every aspect of the Cayman Islands as possible and reaching out to the residents; government, business and industry leaders, and those in the many communities we serve. In these meetings, I quickly learned that the Cayman Islands are a truly incredible place and that the Office of the Complaints Commissioner can make a tremendous impact on the lives of our residents nationally, as well as being a positive force within the Caribbean region, and beyond.  One of the important aspects of my role as Complaints Commissioner is to spread the word among numerous groups and individuals in an effort to communicate the many ways in which this Office enriches the lives of our various constituencies and to strengthen our role in this society, while at the same time, listening to valuable feedback.

I am very proud of the contributions this Office is making in that regard.  In this challenging economic environment, we are fortunate to have the support and goodwill of our many constituents.  Since my arrival in mid-August, I have

  • participated in several media interviews,
  • been a guest speaker to groups both within and outside government
  • met with Cabinet ministers and Members of the Legislative Assembly
  • hired two new complaints analysts / investigators, both of whom are Caymanian. Our recruitment process was examined by HR Audit services, who stated that “…the Office of the Complaints Commissioner was found overall to be in very strong compliance with the Public Service Management Law and Personnel Regulations…” and that “…the quality of care demonstrated and standard of documentation observed exceeded that which is typically found in similar reviews across the Civil Service….”
  • issued the first ever OCC newsletter!

I am particularly proud that within just a few months of my taking office, we have arranged a week-long advanced training course for our new investigators in December. For the first time, as a demonstration of our commitment to assist government in adhering to the Principles of Good Administration listed above, we are extending places on that course to personnel in government departments, free of charge.

I am poised to have this Office play an even greater role in our society.  We have already begun our work to enhance the profile of this Office.  The process will be inclusive and comprehensive and I am looking forward to these meetings as an opportunity for me to showcase this Office to the community, and as a celebration of many good things to come.

I would like to thank the entire community, and in particular my OCC team, for your warm welcome and the many ways you have helped me get to know both this Office and these Islands.  It is an honor and a humbling experience for me to serve you as the 2nd Complaints Commissioner and I am looking forward to working with all of you in the months and years to come.