1. Maintaining objectivity in casework and avoiding case hardening.
The Office of the Ombudsman.
Maintaining objectivity in casework and avoiding case hardening.
David Ryan
12 May, 2011

2. Maintaining objectivity
The whole truth and nothing but..
Personal contact with the customer and the public body
Filtering subjective views
Maintaining our independence but trained and “experienced”
Experts in our own areas ?

3. The way we were Review by peers Review by superiors An appeal system
Client surveys
How fair and efficient was the “old” process ?

4. The way we are A new process for dealing with complaints
Assessment of complaints
Examination of complaints
Investigation of complaints

5. Case hardening and how to avoid it
Group discussion
Appeal process
Customer surveys
Spot checks and individual discussion

6. Cultural evolution ? Why we changed our process. Leaving our Silos
Dangers inherent in changing our process.
Advantages of changing our process
Can we maintain our objectivity and avoid case hardening?