1. Presented by: Doaa Mohamed Samir Mohamed, MPPA Human Resources Specialist – Information and Decision Support Center – The Egyptian Cabinet Enhancing Transparency and Accountability in Public Organizations – Comparative Analysis of the Ombudsman Concept in Four Developed Countries: United Kingdom - Canada – USA & Sweden

2. Table of Contents Introduction & BackgroundAnalysis Lessons Learnt & Recommendations

3. Introduction What is an Ombudsman ? "an agent of parliament who receives and may investigate citizens' grievances against bureaucracy.“ Stanley (1966, P1) "legally established, autonomous, external to the administration, operationally independent of the legislature and the executive, specialist, expert, nonpartisan, client-centered but not anti- administration, and both popularly accessible and visible". Friedmann (1977, P1)

4. Service Should be:  Inexpensive.  Simple.  Quick Action.  Impersonal.  Geographically represented.

5. Table of Contents Introduction & BackgroundAnalysis Lessons Learnt & Recommendations

6. Sweden First Idea: 1713. Ombudsman acts as the parliament's eye in supervising the way the laws are implemented by the courts and other administrative authorities. UK Act of 1967. British Parliamentary Ombudsman is a kind of assistant to individual MPs. Local Government Ombudsman. Other Ombudsmen. Canada Eight provincial Ombudsmen institutions. Assists the legislature in fulfilling its responsibility in being an overseer of the government. USA – State Level Ombudsmen Offices to certain populations. Private organizations and business corporations Ombudsmen. Five legislative ombudsmen offices in five states (Alaska- Arizona-Hawaii- Lowa-Nebraska). Origin

7. Sweden Independent. Appointed for four years term – can be renewable. UK Independent. Appointed by Queen. MP Filter. Canada Autonomous. Long term of office – 5 years. Ombudsman files are confidential from legislature. USA – State Level Appointed officer by legislative branch. For unspecified term of years. Independence

8. Sweden Yearly report. Press. UK Yearly report. MP Filter. Canada Yearly Report. Financial Audit. USA – State Level Publish yearly reports to the Governor, to the Legislature, or any of its committees, to the public and, to the agencies. Accountability

9. Sweden To make sure that the government, local government and courts follow the Swedish Law. Has a staff of 50, of whom 30-35 are lawyers. UK Concerned with mal administration, the giving of wrong advice and the delays of government, refusal of access to governmental information. Canada - Ontario Works as the Parliament's tool in investigating any unfairness that a citizen was subject to and resolve the issue. Special Response Team. USA – State Level To improve the effectiveness, efficiency, and responsiveness of state government. Structure & Mission

10. Sweden Initiates the prosecution of any official or judge. He can not change a decision taken by a court. Presents a petition to the government to amend a certain law. UK "completely non- binding upon any authority". Can not complain about the merits of a decision. Can only ask for an apology, financial compensation. Canada - Ontario Can propose recommendations to change government policies and practices in the future. Can inspect any governmental organization. USA – State Level Persuasion and publicity. Cannot investigate conflicts with: private individuals, companies or organizations; federal, county or local governments; universities. Power

11. Sweden He asks the official to present his explanation within 48 hours. 90 days – average consideration time. Demand – Supply Driven. Publish results to press as well as on website. UK MP forwards citizen complaint to ombudsman. Limited access to press. Can not initiate his own investigations. Sends report to MP. Canada - Ontario Informs the head of the governmental organization concerned first. Sends copy of the report to the Premier, and then to the Assembly if recommendations were not implemented. USA – State Level Ombudsman is thought to be the last resort. Complaints are screened first. Informal resolution is often attempted first. If failed, recommendations are submitted to the agency or to the legislature. Methodology

12. Practical impact of ombudsman function Prevent similar entities from making similar mistakes with other citizens Improving services of administrative bodies Parliament may opt to propose policy modifications

13. Sweden One inquiry was about the withdrawal of a driver's license. Another inquiry was related to the application by the courts of the laws on drunken driving. UK Development of an NHS (National Health Service) Complaint Standard by The Ombudsman in cooperation with a UK public body. Canada - Ontario Outing the Criminal Injuries Compensation Board 19,000 disabled Ontarians were able to receive benefits previously denied. USA – State Level Amendment of 2008 Tax Corrections Act. Providing user friendly materials to citizens Changing the department of economics’ security policy. Examples

14. Table of Contents Introduction & BackgroundAnalysis Lessons Learnt & Recommendations

15. In the four cases the ombudsman serves as an intermediary between citizens and the government with the objective of guaranteeing citizens ‘rights against the depersonalized administration.

16. Lessons Learnt & Recommendations Governance systems are efficient, economic, ethical and equitable. Administrative system must be accountable and responsive Fair and good government

17. Political will to fight corruption and empower citizens Independent, free of charge and impartial entity Work should be published Quick Action Awareness Democratic system

18. “Every citizen of the republic ought to consider himself an unofficial policeman, and keep unsalaried watch and ward over the laws and their execution” Mark Twain quotes (American Humorist, Writer and Lecturer. 1835-1910)