Ombudsman Annual Report 2018-2019

5 Ombudsman Sixth Annual Report 2018 - 2019 ,QWHUQDWLRQDO *3, WR XQGHUWDNH WKLV UHYLHZ $OO RI WKH UHFRPPHQGDWLRQV UHVXOWLQJ IURP WKH UHYLHZ ÀQGLQJV were accepted by the Ombudsman and are currently in the process of being implemented. ,Q WKHLU UHYLHZ ÀQDO UHSRUW WKH *3, VWDWHG WKDW “By the conclusion of the visit we had formed a clear YLHZ WKDW WKH 2PEXGVPDQ 2IÀFH KDV JURZQ LQWR D YHU\ effective operation. The progress is clearly articulated LQ WKH )LIWK $QQXDO 5HSRUW DQG WKH VWDII ZH spoke to provided their own examples as evidence of what had been achieved. We were impressed by their FRPPLWPHQW EXW DOVR E\ WKHLU GHVLUH WR VHH SURJUHVV continue both in terms of effectiveness and improved HIÀFLHQF\ :H EHOLHYH WKDW WKH RUJDQLVDWLRQ·V HIIHFWLYHQHVV LV XQGHUSLQQHG E\ WKUHH LPSRUWDQW HOHPHQWV 6RXQG SURFHGXUHV VXSSRUWHG E\ DQ H[FHOOHQW PDQXDO A commitment to the proper induction of new staff An ongoing commitment to training and development. “This approach compares very favourably with other organisations we have worked with...” 7KH 2PEXGVPDQ 2IÀFH KDV LQYHVWHG VLJQLÀFDQWO\ LQ WKH GHYHORSPHQW RI SURIHVVLRQDO LQYHVWLJDWLYH SURFHVVHV quality assurance and staff training over the years DQG WKLV HQGRUVHPHQW E\ KLJKO\ TXDOLÀHG H[SHUWV LV much appreciated. Our commitment to engaging local and international best practice expertise and to staff development has continued this year )LQDOO\ , ZDQW WR WKDQN DOO WKH FROOHDJXHV LQVLGH DQG RXWVLGH RI WKH &ULPLQDO -XVWLFH 6\VWHP DQG IURP RWKHU places who have cooperated with us and supported our HIIRUWV RYHU WKH ODVW \HDU 7KHVH LQFOXGH WKH 0LQLVWU\ RI WKH ,QWHULRU WKH 0LQLVWU\ RI -XVWLFH DQG ,VODPLF $IIDLUV WKH 0LQLVWU\ RI )RUHLJQ $IIDLUV WKH ,QIRUPDWLRQ $IIDLUV $XWKRULW\ ERWK KRXVHV RI SDUOLDPHQW WKH 6XSUHPH -XGLFLDO &RXQFLO WKH 3XEOLF 3URVHFXWRU·V 2IÀFH WKH 6SHFLDO ,QYHVWLJDWLRQ 8QLW WKH 1DWLRQDO ,QVWLWXWLRQ IRU +XPDQ 5LJKWV WKH 3ULVRQHU DQG 'HWDLQHH 5LJKWV &RPPLVVLRQ (PEDVVLHV DQG 'LSORPDWLF 0LVVLRQV DQG other local and international organisations that are in FRQWDFW ZLWK WKH 2PEXGVPDQ 2IÀFH I want also to thank our team for their huge efforts WKLV \HDU <HDU E\ \HDU WKH VNLOOV DQG H[SHULHQFH RI RXU LQYHVWLJDWRUV KDYH LQFUHDVHG VLJQLÀFDQWO\ IURP ZKHQ ZH ÀUVW EHJDQ WKLV MRXUQH\ 7KHLU FRPPLWPHQW WR serving our complainants is a great credit to them and I could not be more grateful for the huge efforts they make to ensure that we do justice to those who use our services. We never forget how much depends on our integrity and professionalism and we look forward with great energy and commitment to our seventh year. 5H^HM 4VOHTLK (S 4VH^KHO 6TI\KZTHU