The Office of the Ombudsman has set out a new strategy to encourage people from all backgrounds to access its services.

The organisation, which investigates complaints from the public regarding allegations of maladministration by authorities such as government departments, boards and bodies established or funded by the legislature, launched a three-year plan to make its operations more inclusive.

Among the initiatives laid out in the plan is a drive to present the watchdog as more accessible by “making adjustments for anyone with physical challenges or other impairments, and those who do not speak English”.

The strategy states the Ombudsman seeks to enhance the impact of the office; extend its accessibility to the public; expand its community outreach; and modernise its operations.

Download PDF File

Strategic Plan 2023.pdf

A new website has been launched with accessibility considerations such as larger fonts, text-to-speech options, and Portuguese translations of complaint forms and other information.

Additionally, the organisation says that investigative processes are being refined to hasten inquiries and resolve complaints promptly.

Michael DeSilva, the Ombudsman, said: “I am grateful to my predecessors for making things easy for me by establishing the office as an independent and highly competent entity with a strong reputation for fairness, dignity and respect.

“This plan represents a light touch on the high standards of performance the office has maintained over the last 16 years.

“Our sampling of the general public so far has suggested that support for our office is strong among those who are familiar with us, but we may not be widely recognised in the community — especially if you have not used our services.

“Our community outreach activities intend to close this gap by raising awareness of the work we do, and making sure that anyone who needs our services knows how to reach us.

“My colleagues and I encourage everyone to visit our website and read our strategic plan to understand the work we do and the positive impacts we try to make.”

Community outreach and public engagement feature in the initiative, with the stated goals of “expanding the office’s presence, sharing casework results and inspiring public confidence”.

The plan added that procedures will be put in place “to ensure the office continues to meet its external compliance obligations, such as the Public Access to Information Act and the Personal Information Protection Act”.

The office is also pursuing accreditation from the Ombudsman Association in Britain.

• More information can be found at www.ombudsman.bm or info@ombudsman.bm