Implementation Plan
The Implementation Process
The Ombudsman/Information Commissioner and the Director General, in conjunction with the senior management teams in both Offices, will have overall responsibility for ensuring the successful implementation of the plan. Working with staff and other key stakeholders we will work to deliver our objectives through the following activities.
Action Plan
This section outlines the high level Actions that will be completed by the Office of the Ombudsman and the OIC to deliver on the previously discussed strategic objectives.
Office of the Ombudsman
| Outcome | Objective: To improve standards of public service delivery and fairness |
Improved standards of public administration across the public service | | Action | Timeframe | | Ensure complaints are dealt with properly, fairly and impartially in a timely manner | Ongoing | | Collate examples /evidence of poor public service delivery and unfair practices for further possible investigation | Quarterly | | Develop a strategy to liaise with and support new public bodies coming under the remit of the Ombudsman’s Office | Q3 2010 |
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| Outcome | Objective: Promote active support of the Oireachtas and Government to enable the Office function effectively in the public interest |
| Improved standards of public administration across the public service | | Action | Timeframe | | Identify opportunities for the office to promote the agenda of engagement for Oireachtas support for the Ombudsman | Ongoing | | Engage with Government on the formulation of policy inrelation to Ombudsman Offices | Ongoing | | Monitor media, academic and professional landscape for opportunities to promote agenda | 2 articles per annum | | Host conferences/ seminars e.g. long stay care | 2 by Q4 2012 |
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| Outcome | Focus on complaints & investigations that identify systemic maladministration |
| Improved standards of public administration across the public service | | Action | Timeframe | | Identify and undertake systemic investigations | 2 per annum | | Develop criteria to identify complaints suitable for investigations | Q3 2010 | | Develop a mechanism to manage the investigation process with a view to increasing the number of investigations (structure, process, evaluation) | Q3 2010 | | Identify and target public bodies performing particularly poorly and implement a support campaign to address maladministration | As appropriate (max. of one per annum) | | Review effectiveness of investigations and support campaign | Ongoing |
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Office of the Information Commissioner
| Outcome | Objective: To foster better FOI decision-making by public bodies |
| Improved standards of public administration across the public service | | Action | Timeframe | | Take a random sample of decisions made by public bodies and comment on them | Q1 - 2011 | | Where appropriate, include relevant commentary on public body decision-making in OIC decisions or in separate commentaries | Ongoing |
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| Outcome | Objective:To ensure correct application by public bodies of the FOI Act |
| Improved standards of public administration across the public service | | Action | Timeframe | | Clearly identify, and bring to their attention, mistakes made by public bodies | Ongoing | | Develop a framework/criteria to identify appropriate Section 36 Investigations | Q3 2010 | | Share information (best practices, lessons learned, etc) through various fora, e.g., FOI officers networks | Ongoing |
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| Outcome | Objective:Focus on timely, efficient and legally sound resolution of review applications received |
| Improved standards of public administration across the public service | | Action | Timeframe | | Identify where delays and difficulties arise in acceptance, screening , allocation and investigation of review applications and revise procedures where necessary | Ongoing |
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| Outcome | Objective: To increase public awareness of the Access to Information on Environment (AIE) Regulations |
| Improved standards of public administration across the public service | | Action | Timeframe | | Publish all decisions made under AIE regulations | Ongoing | Share information on the rights of public and role of public bodies - Seminar contributions - Publication contributions - Presentations | Ongoing | | Include a summary of AIE decisions in Annual Report | Annually | | Draw public attention to the Act through the development of a public awareness plan | Q3 2011 | Collaborate with the Department of Environment, Heritage and Local Government - Develop and sign a Memorandum of Understanding with the Department | Q4 2010 |
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Office of the Ombudsman & the Office of the Information Commissioner
These actions relate to joint objectives for the two Offices
| Outcome | Objective: To ensure our structure, systems and processes support the achievement of our strategy |
An Office that is fit for purpose to deliver services, fairly, efficiently and effectively to our customers | | Action | Timeframe | Undertake an external review of the organisation’s structure and processes to enable full delivery of our strategic and operational objectives, including implementation of the Ombudsman Amendment Bill. This review will be done in tandem with an internal review of the business and communications possibilities of enhanced web and e-government initiatives. | Q3 2010 | | Develop and implement a uniform section business planning process in a consultative manner resulting in documented measurable outputs and clarity around each individuals role in the achievement of the plan | Sign off of plan for Q4 2010 and each year thereafter |
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| Outcome | Objective: Optimise the use of our human and financial resources to ensure the cost effective delivery of our strategy |
An Office that is fit for purpose to deliver services, fairly, efficiently and effectively to our customers | | Action | Timeframe | Proactively manage and recognise the performance and contribution of staff in the delivery of the office’s objectives | Ongoing | | Develop new and improve existing financial metrics that measure the ongoing efficiency of the organisation | Q2 2011 | Identify and deliver opportunities to improve the efficiency and effectiveness of service delivery and internal processes through IT | Ongoing |
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| Outcome | Objective: Ensure all staff have the necessary skills and competencies, and are motivated to deliver a quality service to our customers |
An Office that is fit for purpose to deliver services, fairly, efficiently and effectively to our customers | | Action | Timeframe | | Undertake a Training Needs Analysis to identify particular skill and competencies requirements to implement our strategy | Q4 2010 | | Review the operations of the MAC to improve management and leadership within the organisation | Q3 2010 | | Examine internal and external opportunities to fill skill requirements | Q4 2010 |
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| Outcome | Objective: Ensure all who need to know about us do and can readily access us |
An Office that is fit for purpose to deliver services, fairly, efficiently and effectively to our customers | | Action | Timeframe | | Measure general awareness and functions of the office amongst all sectors of society | Q1 2011 | | Develop and implement a strategy to increase complaint numbers generally with particular emphasis on the areas of health and social care | Q3 2010 | | Devise and implement higher profile regional visits to raise awareness of the relevance and importance of the Ombudsman and the Office amongst the public and local public services | Q3 2010 | | Monitor all means of external engagement (e.g. Regional visits, support campaign etc.) to assess their effectiveness and impact | Ongoing | | Identify and begin to roll out new ways for the public to access and interact with the office e.g. Technology/New Media, physical access, etc., and improve the effectiveness and efficiency of the Office’s websites in terms of service and business objectives. | Q2 2011 |
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