BackThe Toronto Ombudsman, in collaboration with Ryerson University, a North American advisory committee, and the International Ombudsman Institute, has completed a groundbreaking project: The Impact of Ombudsman Investigations on Public Administration: A Case Study and an Evaluation Guide. This publication is an innovative guide for ombudsman to measure the impact of their work on the public administrations they serve.
Toronto case study finds significant positive impact
The first part of the report is a case study of ombudsman impact on the public administration of Toronto, Canada. It is based on in-depth interviews with senior public servants conducted independently by Ryerson University. The researchers' findings were overwhelmingly positive. According to the public servants interviewed, the Toronto Ombudsman has improved public administration by advancing equity and fairness in the delivery of services to the public.
Public servants noted that the Ombudsman increases the commitment to public service excellence among public servants and allows for impartial and thorough review of government processes and decisions. One of the most significant impacts cited was the positive effect the Toronto Ombudsman has had on the treatment of residents with diminished mental and cognitive capacity. Only a few described the office’s overall impact as minimal or negative.
Guide to conducting this evaluation created for other ombudsman
The second part of the publication is a guide for ombudsman to conduct their own evaluations. Based on the experience of the Toronto study, the authors developed a guide and set of tools that can be adapted to evaluate the impact of ombudsman in different contexts. The guide includes comprehensive methodological direction, as well as indicators, checklists and sample interview questions.
These tools will help ombudsman around the world understand how their work contributes to the promotion of fairness, good governance and a healthy democracy.
While there are clear benefits for residents who have their problems solved, the benefits for the day-to-day operations of public service, in any jurisdiction, are more difficult to recognize. Measuring Ombudsman impact on fairness in the way that government treats its citizens is inherently difficult. This guide is a modest contribution toward that endeavour.
Source: Ombudsman of the City of Toronto, CANADA
