Dame Julie Mellor DBE 1 Overview External Environment Implications for PHSO strategy How the Association can help PHSO What would we each like from the Association going forward Next steps ID: 591488
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Slide1
Ombudsmen – the next 20 years
Dame Julie Mellor DBE
1Slide2
Overview
External EnvironmentImplications for PHSO strategy
How the Association can help PHSO
What would we each like from the Association going forward
Next steps
2Slide3
The External Environment for Public Sector Ombudsman Today
3
External Environment
AJTC abolished
Parliamentarians (Ministers, MP’s, Select Committees)
Digital Media
Fiscal PressureSlide4
We believe the public really do want change…
Most users of public services are satisfied with the service they receive
The reasons:
Difficult to find out who to complain to: 45% were not even told about PHSO
Belief that the process is complex and inefficient: 57% were not kept up to date
Lack of trust that complaints will make a difference: 64% do not expect any change
But
there is strong evidence of a problem for those who do want to complain: Of those with reason to complain (18%), nearly 40% don’t make a complaintSlide5
Our strategic aims 2013-2018
More impact for more people
5
Make it easier
for people to find and use our service
Help more people
by investigating more complaints and provide an excellent service for our customers
Work with others
to use what we learn from complaints to help make public services better
Lead the way
to make the complaints system better
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2
3
4
Develop our organisation
So that it delivers these aims efficiently and effectively
to make the complaints system better
5Slide6
The reform agenda:Transforming access
A system designed for modern
communication
A clearer, easy to understand
landscape
Stronger
support for Parliament as
scrutiniser
Tackling big problems, swiftlySlide7
Vision for Ombudsmanry
7Slide8
Ombudsmen SWOT analysis8
Strengths
Opportunities
Weaknesses
ThreatsSlide9
What would help PHSO?9
Ombudsman principlesProactive relationships, politicians and Civil Servants
Intervene to protect from threats to living by principles
Access to justice
Leading edge thinking about what Ombudsmanry could be
Consider role in wider administrative justice landscapeSlide10
What would help PHSO?Support us to deliver service recognised as high quality, effective, efficient, fair
Establish recognised quality standardsTraining & accreditation for service complaint handlers, second tier & ombudsmenPeer audits & benchmarkingSupport to keep legislation and regulation up to date
Influence national, EU and international debates
10Slide11
Next Steps11
October seminar to:Develop shared vision for
Ombudsmanry
Develop shared view of what we would all like from our association
Formal proposals next spring:Executive bring formal proposals to spring event