Key Priorities

Process cases to the highest standards

Robust management practices to manage casework demands, capacity and performance.
Revised structures and processes in the OIC and OCEI to manage demand and performance.
A structured process for continuous performance improvement.
New quality standards, measures and practices in the Office of the Ombudsman.
More strategic Ombudsman investigations and improved investigation process.

Effective processes and information systems to identify current and emerging case trends.
Effective interventions to address these trends, to achieve early resolution and systemic change.
Publish material/guidance to assist agencies under remit to improve services (previous OIC / OCEI decisions, case digests and reports, quality standards, guidelines for improved decision making).

New communications strategy and implementation plan to maximise outcomes from Offices.
Plan of structured engagement with members of the public and agencies within remit.
Seek feedback to improve the performance of our organisation and the levels of satisfaction with our service.
Formal mechanism to share learning with key stakeholders on a regular basis.

New Human Resource Strategy to include identification of competency areas that need to be improved, an internal and external staff mobility programme, measures to enhance engagement with staff and improved performance management practices.
New training and development practices, including improved coaching and mentoring practices and closer integration of the training function with operational needs.
Better knowledge management systems and new procedures for sharing our expertise internally

Strategic engagement with key organisations to achieve improvements in public administration.
Strengthened relationship with the Public Services Oversight and Petitions Oireachtas Committee.
Systemic investigations/initiatives to deliver wider improvements in public administration.
Annual Ombudsman lecture on public administration.