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Strategic Plan 2009-2014
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Our Strategic Goals 2009-2014
Our vision Our values
Excellence in public sector decision-making and administrative practice In everything we do, we value the principles of:
Fairness, independence and impartiality
Our mission
Integrity and honesty
To play a lead role in providing fair decision-making by public sector agencies
Respect for all people
Our services Professionalism and diligence
We: Efficiency and responsiveness
independently review the actions of state and local government agencies
to ensure that all people are treated fairly in their dealings with those
agencies; and
help agencies improve their decision-making and administrative practice
Objective 1 Objective 2
Promote administrative justice by providing an independent, Contribute to improving the quality of administrative practice
fair and effective investigative service in Queensland public sector agencies
Our Strategies Our Performance Indicators Our Strategies Our Performance Indicators
2009-2014 2009-2010 2009-2014 2009-2010
1. Maintain an • Proportion of complaints finalised within 30 1. Monitor the • Conduct reviews of agencies’ complaint
efficient and days of lodgement effectiveness of management systems and report on, and
timely complaint • Proportion of complaints finalised within 12 agencies’ internal make recommendations to improve their
management months of lodgement complaints effectiveness
service management
• Proportion of open complaints at the end of systems
each reporting period that are more than 12
months old 2. Provide training • Number of training sessions delivered
• Proportion of complaints where early programs on good • Proportion of participants who report that
intervention occurred administrative training will assist them with their work
practice
2. Continue our • Proportion of complaints resolved informally
focus on using compared to complaints resolved by formal 3. Based on our • Proportion of recommendations for
informal resolution investigation investigations, improvements to administrative practice
processes including accepted by agencies
own initiative
3. Conduct • Proportion of complaints investigated where investigations
high quality a positive outcome was achieved for the of systemic
investigations of complainant issues, make
complaints recommendations
to improve
4. Avoid duplication • Number of accountability agencies with
administrative
of investigative which we have arrangements for avoiding
practice based on
effort, by duplication of investigative effort
our investigations
collaborating
and administrative
effectively
reviews
with other
accountability 4. Provide advice • Number of publications for state agencies
agencies to agencies to and local councils containing advice and other
encourage good information on good administrative practice
5. Make • Proportion of recommendations to rectify
administrative
recommendations the effect of maladministration on individual
practice
to rectify complainants accepted by agencies
the effect of 5. Provide reports • Number of reports tabled in Parliament
maladministration to Parliament
on complainants highlighting
significant
deficiencies in
administrative
practice
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Our governance Our strategic risks
Our corporate governance framework ensures that we perform our dual Risks that could adversely affect the achievement of our vision and
statutory obligations in an effective, efficient and accountable manner. strategic objectives are:
Key reporting elements of the framework include the Agency Service Uncertainty in the community about our role because of the
Delivery Statement, the annual report to Parliament, and reporting to the proliferation of public and private complaint agencies, including
Law, Justice and Safety Committee of the Queensland Parliament which industry ombudsmen
monitors our performance. The challenge of servicing all regions of Queensland and all sections of
the community
Difficulty in retaining skilled staff, particularly investigators.
Objective 3 Objective 4
Ensure all sections of the community are aware of and have Promote organisational excellence and a skilled, committed
reasonable access to our services workforce
Our Strategies Our Performance Indicators Our Strategies Our Performance Indicators
2009-2014 2009-2010 2009-2014 2009-2010
1. Promote and • Work with other complaints agencies 1. Maintain a • Unqualified audit report received from
monitor awareness to increase community awareness and high standard Queensland Audit Office
of our role understanding of our respective roles of corporate • Compliance with Queensland Government’s
• Develop and run major media campaigns governance performance framework
• Implement Multicultural Action Plan • Risk management plan reviewed annually
• Proportion of complaints received from 2. Attract, develop • 1.25% of staff budget expended on training to
outside of Brisbane and maintain a enhance professional development
2. Provide all sections • Number of complaints received by email or skilled workforce • Leadership training provided to management
of the community via our website in a changing team and other relevant staff
with reasonable environment
• Number of complaints received from people • Staff retention rate exceeds public sector
access to our outside the Brisbane area on our free-call average
services telephone service
• Number of complaints received from
prisoners via the Prisoner Phonelink 3. Foster a culture • Implement improvements to service delivery
of innovation, identified by conducting regular surveys of
• Number of regional centres outside commitment and complainants and agencies
the Brisbane area visited to investigate service
complaints and/or deliver administrative • Continue to identify and use effective internal
improvement training sessions communication processes
• Conduct staff surveys at regular intervals
4. Provide staff • Continue to implement changes to our
with appropriate electronic case management system to
resources to improve functionality
deliver high quality • Identify and implement improvements to
services service delivery arising from our collocation
with other independent complaint agencies
Our Organisation
Queensland Parliament
The Ombudsman is an officer of the Parliament and reports to Parliament through the
Law, Justice and Safety Committee
Ombudsman
Executive Co-ordinator
Deputy Ombudsman
Administrative Improvement Unit Assessment & Resolution Team
Communication & Research Unit Local Government & Infrastructure Team
Corporate Services Unit Community Services & Corrections Team
Core Functions
Improvement Function Investigative Function
Stakeholders
Public Sector Agencies and Local Councils Complainants
Better decision-making and fairer outcomes
Contact us
Queensland Ombudsman
Level 17
53 Albert Street
GPO Box 3314
Brisbane Queensland 4001
Telephone: 07 3005 7000
TTY: 07 3006 8174
Fax: 07 3005 7067
Email: ombudsman@ombudsman.qld.gov.au
Web: www.ombudsman.qld.gov.au Independent + Responsive + Expert Advice
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