When citizens complain
The role of the Ombudsman in improving public services

Two-week study programme 10 to 21 May 2010

About the study programme

“When Citizens Complain” is a special two-week study programme for ombudsman offices, complaint-handling and human rights organisations. Its main aims are:

• To examine the role of the ombudsman in improving public services in different countries
• To raise awareness of the importance of the ombudsman in dealing with governmental corruption and human rights violations, and in the promotion of good governance generally
• To examine ways in which ombudsman and human rights agencies can be made more effective
• To provide an opportunity for exploring a variety of systems and approaches in different countries.

Who is it for?

The programme is for ombudsmen and similar complaint-handling and human rights organisations and agencies and their senior staff. It will also be relevant for policy makers from countries which have an ombudsman system, which are in the process of setting one up or which are contemplating doing so.

How participants will benefit

The study programme will:

• Broaden participants’ knowledge of the concept and institution of the ombudsman and variations of the ombudsman model in different countries;
• Provide an opportunity for participants to share with one another their own experience of the opportunities and challenges of ombudsman, human rights organisations and similar agencies;
• Enable participants to learn from the experience and expertise of UK ombudsman offices, relevant parliamentarians, lawyers, civil servants and leading ombudsman scholars and practitioners;
• Develop participants’ practical skills in managing the business of their offices;
• Assist participants in exchanging experiences, making international comparisons and identifying areas for developing and improving their own ombudsman systems.

What the programme will cover

The programme will cover issues of both practice and principle relating to the ombudsman’s role and will aim to provide a balance between tutorial sessions, discussions and appropriate visits. It is designed flexibly so that it can be adjusted in emphasis to meet the specific requirements of participants and their organisations.

A key element for sharing experience and best practice will be sessions during which individual participants will be invited to give informal presentations on their own office and ombudsman system. Participants will also be asked to describe their approach to handling a range of cases and will be involved in problem-solving exercises and discussion groups.

The programme includes seminar-style discussions; exchanges of information and experience from the countries represented; practical casework, action planning and a range of visits for example to the offices of the UK Parliamentary Ombudsman, a Local Government Ombudsman, the Independent Police Complaints Commission, a private sector ombudsman and other relevant complaint handling organisations and to the House of Commons Public Administration Select Committee.

Programme outline

We reserve the right to change the programme as necessary.

Language

The programme will be conducted in English.  Participants will be expected to have a good working knowledge of the language.

Location and arrival arrangements

The study programme will be based in central London and may include visits to relevant ombudsman offices outside London.   On request, PAI can assist in finding suitable hotel accommodation and can arrange travel to and from the airport.

Fees and other costs

The fee for this two-week study programme will be £2,825.  This includes tuition, travel to and from the airport, travel on scheduled visits (provided at cost) and documentation.  UK Value Added Tax (VAT) will not be charged if applicants can provide written confirmation from their Government or its accredited representative that they are employed by the Government in furtherance of its sovereign activities.  In all other cases, VAT (currently 17.5%) will be charged in addition to the fee.  Payment in full must be received by PAI no later than 10 May 2010.  Cheques should be made payable to Public Administration International.  Alternatively, PAI is able to invoice individuals or government agencies.  Payment by bank transfer is also acceptable.

If participants cancel their booking within 21 calendar days of the start of the programme we will charge £250 to cover administration costs. Alternatively, fees already received can be held as a credit towards the cost of future PAI study programmes.

Airfares, accommodation costs, daily travel (other than on visits scheduled in the programme), meals and living expenses are not included. We suggest that approximately £120 per person per day should be allowed for a modest standard of accommodation, local travel in the UK, meals and other incidental expenses. Participants requiring a higher standard of accommodation (for example a 4 star hotel) will need to allow approximately £175 per person per day.

Discount

We offer a 10% discount on the tuition fee if a funding organisation sponsors more than three participants in any one calendar year. Please ensure that when you book your fourth participant (in any one calendar year) you let us know so that we can apply the discount.

Insurance

Participants are advised to arrange travel and health insurance cover before leaving their home country.

PAI and our contributors to the programme

PAI specialises in management consultancy and development services for organisations in and associated with the public sector worldwide. We provide advice and support for governments undergoing political, economic, structural and legislative change. Our extensive network of associates includes practitioners, academics and independent consultants. The promotion of good governance and best practice are our key objectives. This programme is one of a number of specialist UK-based study programmes designed to meet the needs of public services worldwide.

We also have extensive experience of designing tailor-made programmes (from one day to two or three weeks) which can be run in your own country or in the UK to meet the specific needs of groups or individuals at all levels within your organisation. Please contact us if you would like further information.

Contributors to this special study programme include Dr Philip Giddings, University of Reading, Professor Gavin Drewry, Royal Holloway, University of London and Ms Beverley Wakem, Chief Ombudsman, New Zealand. Dr Giddings and Professor Drewry have lectured and written extensively on the role and impact of the ombudsman and have participated in many international ombudsman conferences and workshops. Ms Wakem has spent more than 30 years in and around the civil service (with 17 years in senior management or chief executive officer roles); consulting to the State Services Commission and as Deputy Chair of the Remuneration Authority.

Funding/sponsorship

Several international funding bodies may consider applications for support. Limited sponsorship may also available for Commonwealth nationals from the Commonwealth Fund for Technical Co-operation (CFTC).

For consideration for CFTC support, applicants need to be nominated through GIDD Points of Contact (POC) in their own country and must complete the GID/1 nomination form, available from the POC. Applications from suitably-qualified women are particularly welcome. Completed nomination forms should be sent to:

Director
Governance and Institutional Development Division
Commonwealth Secretariat
Marlborough House, Pall Mall
London, SW1Y 5HX
T + 44 (0)20 7747 6349
F + 44 (0)20 7747 6335

How to apply

Please follow the link to complete an online application form, alternatively you can download the brochure for this study programme and complete the attached application form. Please post or fax it to:

Clare Walters
Programme Manager
Public Administration International
10 Bayley Street
London, WC1B 3HB
UK

T +44 (0)20 7580 3590
F +44 (0)20 7580 4746
pai@public-admin.co.uk

How to contact us

If you would like to discuss the programme or to find out more about Public Administration International and our services, please contact:

Claire Cameron
Director
Public Administration International
10 Bayley Street
London, WC1B 3HB
UK

T +44 (0)20 7580 3590
F +44 (0)20 7580 4746
pai@public-admin.co.uk

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International Ltd
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