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

One-week study programme 21 to 25 May 2012

About the study programme

“When Citizens Complain” is a special one-week study programme.   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 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 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 offices, 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 making international comparisons and identifying areas for developing and improving their own ombudsman systems.

What our past participants say about this programme

“The programme served to reinforce the techniques of effective complaint handling previously learnt and introduced new methods through the experience of practitioners/experts in the field.”  
Ramesh Nanan, Investigator, Office of the Ombudsman, Trinidad and Tobago

"After this programme I am re-energized to get back home ..... and to get to work."
Ms Lorna Errar, Deputy Public Defender, Office of the Public Defender, Jamaica

What the programme will cover

The programme will cover issues of both practice and principle relating to the role of ombudsman organisations 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.

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 one-week study programme will be £1,760.  This includes tuition, travel to and from the airport in London, travel on scheduled visits 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 20%) will be charged in addition to the fee.  Payment in full must be received by PAI no later than 21 May 2012.  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.

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.

Programme Director

The Programme Director will be Sir Anthony (Tony) Redmond.  Tony has had a long and successful career in public service, in particular in local government. He was Chairman and Chief Executive of the Commission for Local Administration and Local Government Ombudsman in England for nine years. During this time he also served as Chair of the British and Irish Ombudsman Association for two years.

Prior to being an Ombudsman he was Chief Executive of the London Borough of Harrow, Deputy Chief Executive and Finance Director of Knowsley (Merseyside) and Treasurer of the Merseyside Police Authority. In his earlier years he was Deputy Finance Director of Wigan (Greater Manchester) and Chief Accountant of Liverpool City Council.

Tony is currently Local Government Boundary Commissioner for England and Treasurer of UNICEF UK, as well as being involved in other non-executive roles. He is also Vice President of the Chartered Institute of Public Finance and Accountancy.

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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