The Impact of Ombudsman Investigations on Public Administration: A Case Study and an Evaluation Guide
[Executive Summary]: "It is not easy to evaluate the impact ombudsman have on the operations of a government or organization. While there are clear benefits for residents who have their problems solved, what are the benefits for the day-to-day operations and processes of a public service?
It is difficult to point to the money saved and efficiencies found by ombudsman work. A comprehensive review of English-language literature on the subject of evaluating ombudsman impact turned up very little. That is because the ombudsman’s work focuses on something that is inherently difficult to measure: fairness in the way that government treats its citizens. This study breaks new ground by establishing how the Toronto Ombudsman’s office has, in the past five years, led to a more efficient and responsive city administration.
Part I of this innovative project is an independent, in-depth, interview-based case study of the observed impacts of ombudsman investigations in the Toronto Public Service. Investigations are at the centre of ombudsman work: they involve complex and conflicting information, in-depth analytical work, and issues that often generate public interest and media attention. The investigations are frequently systemic or system-wide, allowing ombudsman to have a meaningful impact on many people at once.
This report provides ombudsman with a set of tools that can be used to evaluate the impact of their work. Part research report and part evaluation guide, this publication leads practitioners through an evaluation process with a particular focus on the impact of ombudsman investigations on public administration.
This has been a collaborative effort between researchers from Ryerson University and the Toronto Ombudsman’s office. It was funded with the help of a generous contribution from the International Ombudsman Institute. The work would not have been possible without the advice and guidance of an advisory group consisting of experts in the field from across North America."
