1. Minnesota Department of Transportation Ombudsman Program 2010 APA Upper Midwest Planning Conference September 22, 2010

2. What is an Ombudsman? An Ombudsman is a neutral, informal and independent resource put in place to assist complainants to resolve concerns

3. What Does An Ombudsman Do? Helps resolve problems and concerns by trying to identify and meet interests of all parties Acts in a neutral, informal and independent manner Can escalate an issue Provides feedback to the organization so it can be proactive in resolving issues or avoid similar issues in the future

4. What Will An Ombudsman Not Do? Make or override decisions (only presents options) Advocate for one party or point of view Own any formal process or policy Replace formal processes

5. What is the Process? Contact by - phone, e-mail or website Ombudsman listens and clarifies the issue Ombudsman will conduct informal fact-finding Ombudsman listens to all sides Options are generated Pros and Cons of options are considered Option pursued Commissioner makes decision based on input on Ombudsman process

6. What Are the Benefits of the Process? All parties have an opportunity to be heard A fresh look or perspective is available Expertise in conflict resolution is provided Focus on interests vs. positions Creative options pursued

7. Categories of Issues Heard - Damage - Business Impacts - Noise - Access - Drainage - Ethics/Integrity - Consultant/Contractor Issues - Program Design & Development

8. Possible Resolutions No Change/Education Settlement Changed/Modified Decision Change in Policy or Process Formal Action

9. Challenges Early Intervention Recognize Conflict Contract Specs/Contractor relationships Tech Procedures/Policies Legal

10. Lessons Learned – Public Engagement – Business Impacts – Human Relations – Communication – (How We Make Decisions) – Expectations

11. Case Examples Kaganovich- “Where did my trees go?” Carol Lawrence- “Buy my house” Grant Park- “I want a guardrail” Two Harbors Chamber- “Don’t take our billboard” Pequot Lakes- “You’re ruining my business” Delores Bunker-”Don’t get my feet wet”

12. Kaganovich: Before Our Trees Property line

13. Kaganovich: After

14. Carol Lawrence 62-X-Town 6124

15. Grant Park-Aerial View

16. Grant Park-Car Crash

17. Two Harbors

18. Pequot Lakes- “Bypass/No Bypass”

19. Delores Bunker

21. How You Can Use the Ombudsman? Tool – Angry Constituent – Constituents Stuck on a Position – Constrained by Process Advice/Consultation – Public Engagement – Identifying Problem and Issues

22. How You Can Use the Ombudsman? (cont.) Problem Solving – Alternatives – Outside the Box – Adding Expertise Political – Neutral – Reasonable

23. Questions? Deb Ledvina Transportation Ombudsman Deb.ledvina@state.mn.us 651-366-3052 www.dot.state.mn.us/ombudsman