CHAPTER 2 | about us

Outcome and output structure

Our 2003–04 strategic plan provides broad direction for our work, and the 2003–04 Portfolio Budget Statements define one central outcome for the office, supported by two outputs.

The central outcome is to achieve equitable resolution of complaints from the public and foster improved and fair administration by Australian Government agencies. The supporting outputs are the:

• provision of a complaint management service for government
• provision of advice to government to improve public administration.

Details of the Commonwealth Ombudsman's achievement of the outcome and outputs are in the Performance Report chapter.

Strategic plan

The major objectives outlined in the office's 2003–04 strategic plan are to:

• investigate complaints against Australian Government agencies and make recommendations for resolving complaints
• foster good complaint handling in Australian Government agencies
• encourage and assist people to resolve problems directly with government agencies
• highlight problems in public administration through complaint handling, own motion investigations and reporting
• focus attention on the adverse impact government administration can have on individuals
• promote open government
• inspect the accuracy and comprehensiveness of law enforcement records, including telephone interceptions and controlled operations
• provide assistance to Ombudsman offices in the Asia–Pacific region.

Business plans

Each specialist team and office throughout Australia has developed a detailed business plan outlining strategies and activities to support the strategic plan. The plans are customised to reflect current challenges and relevant issues facing individual teams. These business plans are, in turn, used to develop individual work plans for staff members.

The strategic plan for the office is being reviewed, and business plans are being developed for 2004–05.