Chapter 5
Engagement
Engagement with agencies
In last year's annual report we described the results of a survey we had commissioned of Australian and ACT Government agencies. The survey results suggested a number of areas we needed to address further. One area identified for improvement was our role in providing information on general matters of public administration. In February 2008 we launched a series of Ombudsman e–bulletins, designed to show a sample of recent complaints and the lessons that can be drawn from them. During 2008–09 we produced three e–bulletins, covering themes such as having sufficient information to support a decision, making decisions with proper delegations, recognising the seriousness of a complaint, and ensuring effective communication.
We also introduced a series of fact sheets to assist agencies in various aspects of public administration, with seven fact sheets released during the year. In addition, we are putting more effort into publications and investigations that target broad areas of public administration. During the year the Ombudsman published the Better Practice Guide to Complaint Handling, and an own motion investigation report into the use of interpreters (Report No. 3/2009). Other own motion investigations underway during 2008–09 covered topics such as administration of decision–making under the Compensation for Detriment caused by Defective Administration scheme, and broad investigations into executive schemes and legislative safety net provisions. The reports of these investigations will be released in early 2009–10.
Another area identified for improvement was the level and quality of our engagement with agencies about which we receive few complaints. To address that challenge, in 2007–08 we changed the allocation of responsibilities within the office for dealing with complaints about those agencies which usually generate only a few complaints. For example, our Brisbane office now provides specialisation in dealing with complaints about agencies falling under the Agriculture, Fisheries and Forestry portfolio, while our Sydney office specialises in complaints about agencies in the Health and Ageing portfolio. This is enabling us to better manage our relations with such agencies, as well as providing a higher degree of consistency in the way we deal with these complaints and a greater capacity to identify any systemic issues. As an example, staff from the office of the Aged Care Commissioner met with staff in our Sydney office. They explained their processes and some of the issues they face. This was particularly useful for our staff investigating complaints about the Aged Care Commissioner's office or about the Complaint Investigation Service in the Department of Health and Ageing.
Similarly, staff in our Brisbane office dealt with a number of complaints about various grant programs and drought assistance schemes managed by the Department of Agriculture, Fisheries and Forestry. Our staff met with senior departmental staff to discuss some of the problem areas we had noted. We are now working with the department to improve its grant management processes. In addition, our staff have close communication with the department's contact officers. This assists those officers to develop a better understanding of our role, assists us in developing a better understanding of agency operations, and facilitates work with the department's line areas in dealing with individual complaints.
The Ombudsman's office was a pilot agency for the whole–of–government 'SmartForms' service provided as part of the Australian Government Online Service Point program. The program, managed by the Department of Finance and Deregulation, aims to enhance the australia.gov.au website to provide people with simple, convenient access to government information, messages and services. The 'SmartForms' service, through the Department of Innovation, Industry, Science and Research, will make it easier for people to find, fill, track and submit government forms. Ombudsman office staff worked with the two departments to develop our new 'Make a Complaint' form and associated computer infrastructure. The new form will become operational early in 2009–10. Agencies from all tiers of government will be able to use the lessons learned when implementing their own 'SmartForms'.
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