Team features

corporate communication, information and outreach team

The Corporate Communication, Information and Outreach Team located in Canberra supports the core business of the office, providing an integrated and coordinated approach for corporate communication, information management and outreach activities. The Team consists of the Chief Information Officer and two staff.

Key responsibilities and activities include developing and maintaining the office's internet and intranet websites; managing corporate information in electronic and hardcopy forms; coordinating content, design and printing of publications (for example, the Commonwealth Ombudsman and ACT Ombudsman annual reports); producing brochures, posters and corporate stationery; supporting outreach activities; responding to information requests; and facilitating the flow of information between the office and the general community, government agencies, Parliament and the media.

During the year, the Commonwealth Ombudsman was exempted from having to use the Australian Government logo and given authorisation to continue to use the office's logo. Subsequently, the Team worked on refreshing our logo and corporate branding to ensure consistency, and has gradually applied this to corporate stationery, signage and publications. Significant progress was achieved in revising and updating the office's Complaint Investigation Guidelines, which will be adapted for online use in the new complaints management system. The Team also coordinated a client satisfaction survey of 2,000 complainants, which provided the office with valuable benchmark data for assessing how well complainants think we are doing our job.

In conjunction with the Information Technology Director, the Team researched web content management systems and options for website redevelopment,specifically targeting the online complaint function.

In the coming year, we will develop and implement an enhanced outreach program to rural and regional Australia. The Ombudsman received additional funding for the office's outreach program in the 2004–05 Budget, and new positions were created throughout Australia, including an Outreach Manager based in Canberra.