Strategic Objectives
The following three key high level objectives for the Office have been identified as primary enablers in the achievement of our vision.
- We will drive improvements in the wider public service.
- We will deliver a customer focused service that reflects our core values and that we can be proud of.
- We will develop and enhance our management and administrative frameworks to enable and underpin our objectives of improving the wider public service and delivering an excellent customer focused service.
We have identified the following key actions, through which the Office will achieve the above objectives.
Improving Public Services
- Influence improvements in public services by raising awareness of service failure based on our findings/casework.
- Through multiple approaches we will engage with all stakeholders to improve the standards of administration in public service providers.
- Offer our perspective to public service providers through shared learning.
- Secure effective outcomes and change for our customers.
Customer Focused Service
- Further develop our investigation/complaint handling skills in order to deliver the best service to our customers.
- Simplify/increase options available to our customers for interacting with our Office, including improved online access.
- Ensure our quality standards are effectively measured using best practice metrics.
- Ensure that our communications with our customers reflect our core values.
Enhanced Management and Administrative Frameworks
- Ensure we are working in the most effective way in terms of structures, processes, and procedures.
- Develop and implement case management systems that will support the delivery of effective and efficient services.
- Be recognised by others as a source of expertise in all of our areas of operations.
