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Annual Report of the Ombudsman 2008 (text version)

3.4.4 Reaching out to people - Website Enhancement

Our website is becoming more and more valuable as both a communication tool and information centre and as a means to make an on-line complaint. In the year under review, a number of significant enhancements and upgrades were made to it. In April, following a tendering process, the Office commissioned a website accessibility and usability audit. Among the improvements implemented was a text re-sizing function for website users who may want to avail of larger font sizes for ease of reading.

After consultation with the National Adult literacy Agency, a revised public online complaint form was introduced to provide complainants with a more straightforward and user-accessible method of submitting relevant information. A new dedicated online complaint form was also introduced for use by Houses of the Oireachtas members and/or their authorised staff. Further improvements planned for 2009 will focus on simplicity and ease of user access, together with innovative solutions to improve the website efficiency as a communications tool.

Signposting

In my Annual Report 2007, I made reference to the rollout of a number of new communications initiatives, the impetus for which came from The Integrated Strategic Communications Plan drawn up by my Office in 2007. One significant objective in the plan is to increase public awareness of the role of my Office.

In an age of enhanced communication technology, I feel it is vital that my powers to investigate complaints from members of the public, be clearly described and fully accessible on the website of every public body within my remit. This is a common-sense strategy in line with best administrative practice. It would be genuinely helpful to all members of the public if the websites of the departments and other public bodies concerned had a comprehensive link to the Ombudsman website, to explain in simple terms what we do and the impartial, independent and free service we provide.

With this in mind, in 2008 my Office completed a review of the websites of relevant public bodies. This disclosed a range of results varying from no website linkages to inadequate linkages and incorrect Ombudsman contact details. My Office then wrote to all the public bodies concerned and requested each one to make a clear reference to the Office of the Ombudsman on its website, and to inform dissatisfied complainants who have completed their internal complaints procedures that they have a right of recourse to my Office.

I am pleased to report an initial favourable response from most public bodies and I will return to the matter in my next report.

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