We're always looking for better ways to serve our members and the public. We appreciate your comments.
Experiences reported by several agencies suggest some answers.
While this appeared to have worked for some agencies, interviewees from at least two agencies reported that the office experienced significant and arguably unnecessary barriers and delays because of the agency's failure to solicit input from stakeholders such as the union, employee groups and junior and mid-level management, prior to establishing the office. This experience is consistent with recent ADR design theory advising that, prior to initiation of ADR programs, stakeholders' views and participation be solicited and integrated as much as possible into the dispute resolution design. The second step is to identify key elements essential to the efficient and effective functioning of an agency ombuds office. Interviewees repeatedly underscored the need for confidentiality unless the inquirer waives that right. Maintaining confidentiality is more complicated than might meet the eye.