{ "entity_id": "NSW-NSW-Ombudsman", "folder": "NSW-Ombudsman", "name": "NSW Ombudsman", "type": "Independent Statutory Authority", "jurisdiction": "NSW", "portfolio": "Ombudsman", "website": "https://www.ombo.nsw.gov.au/", "data_status": "rich", "completeness": { "has_strategy_brief": true, "has_strategy_structured": true, "has_vision": true, "has_kpi_targets": true, "has_kpi_results": true, "has_strategy_overview": true, "has_legislation_text": true, "has_legislation_structured": false, "has_global_initiatives_text": false, "has_global_initiatives_structured": false, "n_global_initiatives": 0, "has_ideas": true, "has_artifacts": true, "n_ideas": 12, "n_legislation": 0, "n_artifacts": 10, "n_kpi_targets": 1, "n_kpi_results": 1, "n_outcomes": 4, "verified_own_data": true }, "strategy_profile": { "status": "published", "confidence": "high", "summary": "We pursue fairness for the people of NSW. [AR p.13]", "official_site_url": "https://www.ombo.nsw.gov.au/", "source_documents": [ { "type": "annual_report", "title": "PDF - 10MB", "url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf", "period": "2024-25", "confidence": "high" }, { "type": "annual_report", "title": "PDF - 6MB", "url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2023-24.pdf", "period": "2023-24", "confidence": "high" }, { "type": "annual_report", "title": "PDF - 3MB", "url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf", "period": "2022-23", "confidence": "high" }, { "type": "annual_report", "title": "PDF - 3MB", "url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf", "period": "2021-22", "confidence": "high" }, { "type": "annual_report", "title": "PDF - 4MB", "url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf", "period": "2020-21", "confidence": "high" } ], "purpose": { "text": "We pursue fairness for the people of NSW. [AR p.13]", "source_url": "", "source_page": 13, "source_deep_url": "" }, "vision": { "text": "Everyone receives the right services and fair treatment from those we oversight. [AR p.26]", "source_url": "", "source_page": 26, "source_deep_url": "" }, "strategic_priorities": [ { "title": "Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair t", "description": "Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair treatment, by holding public authorities and community service providers to account when they engage in wrong conduct.", "source_url": "", "source_page": 26, "source_deep_url": "" }, { "title": "Foster enduring reforms that prevent future failings and improve public administration and service delivery.", "description": "Foster enduring reforms that prevent future failings and improve public administration and service delivery.", "source_url": "", "source_page": 26, "source_deep_url": "" }, { "title": "Provide a trusted source of independent advice to Parliament.", "description": "Provide a trusted source of independent advice to Parliament.", "source_url": "", "source_page": 26, "source_deep_url": "" } ], "values": [ { "name": "Integrity Always", "description": "", "source_url": "", "source_page": null }, { "name": "Proudly Independent", "description": "", "source_url": "", "source_page": null }, { "name": "Purpose Driven", "description": "", "source_url": "", "source_page": null }, { "name": "Inquiring Minds Better Together", "description": "", "source_url": "", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Ensuring satisfaction with our customer service", "description": "Individuals are satisfied with our customer service.", "activities": [ "Listening to complaints or questions", "Providing information and guidance", "Providing an impartial assessment of an agency’s conduct", "Helping where possible to conciliate and resolve complaints", "Investigating matters of serious or systemic concern" ], "source_url": "", "source_page": 26, "source_deep_url": "" }, { "name": "Outcome 2: Supporting democratic principles and the rule of law", "description": "Public authorities and community service providers are held to account for serious wrong conduct.", "activities": [ "Pursuing the most important investigations, inquiries and reviews", "Providing robust evidence and advice to Parliament" ], "source_url": "", "source_page": 26, "source_deep_url": "" }, { "name": "Outcome 3: Fostering enduring reforms", "description": "Public authorities and community service providers are responsive to individuals who complain about a service or decision.", "activities": [ "Providing advice, suggestions and recommendations that are evidence-based, realistic and effective", "Providing education and training to government agencies and service providers to encourage good administrative practice and build capability" ], "source_url": "", "source_page": 26, "source_deep_url": "" }, { "name": "Outcome 4: Providing a trusted source of independent advice to Parliament", "description": "Parliament is satisfied that we are performing our functions.", "activities": [ "Providing robust evidence and advice to Parliament", "Ensuring that complaints to us are resolved effectively and individuals are satisfied with our service" ], "source_url": "", "source_page": 26, "source_deep_url": "" } ], "performance_measures": [ { "code": "CCE01", "measure": "Corrective Services NSW commencing a review of the system of inmate discipline", "target": "Stability or improvement", "latest_result": "Target met", "status": "Achieved", "target_source_url": "", "target_source_page": 10, "result_source_url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf", "result_source_page": 10 } ], "document_alignment_terms": { "must_support": [ "We pursue fairness for the people of NSW. [AR p.13]", "Everyone receives the right services and fair treatment from those we oversight. [AR p.26]", "Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair treatment, by holding public authorities and community service providers to account when they engage in wrong conduct.", "Foster enduring reforms that prevent future failings and improve public administration and service delivery.", "Provide a trusted source of independent advice to Parliament." ], "watch_terms": [ "Corrective Services NSW commencing a review of the system of inmate discipline" ], "avoid_claiming_without_evidence": [] }, "review_note": "" }, "global_initiatives": null, "strategy": { "reporting_period": "2024-25", "corporate_plan_period": "2025-26", "vision": "Everyone receives the right services and fair treatment from those we oversight. [AR p.26]", "vision_source_page": 26, "purposes": "We pursue fairness for the people of NSW. [AR p.13]", "purposes_source_page": 13, "how_we_deliver": "We strive to ensure that those entrusted with public power and resources fulfil their responsibilities and treat everyone fairly. [AR p.13]", "how_we_deliver_source_page": 13, "government_priorities": [ { "text": "Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair treatment, by holding public authorities and community service providers to account when they engage in wrong conduct.", "source_page": 26 }, { "text": "Foster enduring reforms that prevent future failings and improve public administration and service delivery.", "source_page": 26 }, { "text": "Provide a trusted source of independent advice to Parliament.", "source_page": 26 } ], "outcomes": [ { "name": "Outcome 1: Ensuring satisfaction with our customer service", "description": "Individuals are satisfied with our customer service.", "key_activities": [ "Listening to complaints or questions", "Providing information and guidance", "Providing an impartial assessment of an agency’s conduct", "Helping where possible to conciliate and resolve complaints", "Investigating matters of serious or systemic concern" ], "source_page": 26 }, { "name": "Outcome 2: Supporting democratic principles and the rule of law", "description": "Public authorities and community service providers are held to account for serious wrong conduct.", "key_activities": [ "Pursuing the most important investigations, inquiries and reviews", "Providing robust evidence and advice to Parliament" ], "source_page": 26 }, { "name": "Outcome 3: Fostering enduring reforms", "description": "Public authorities and community service providers are responsive to individuals who complain about a service or decision.", "key_activities": [ "Providing advice, suggestions and recommendations that are evidence-based, realistic and effective", "Providing education and training to government agencies and service providers to encourage good administrative practice and build capability" ], "source_page": 26 }, { "name": "Outcome 4: Providing a trusted source of independent advice to Parliament", "description": "Parliament is satisfied that we are performing our functions.", "key_activities": [ "Providing robust evidence and advice to Parliament", "Ensuring that complaints to us are resolved effectively and individuals are satisfied with our service" ], "source_page": 26 } ], "values": [ "Integrity Always", "Proudly Independent", "Purpose Driven", "Inquiring Minds Better Together" ], "values_framework_name": null, "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Corrective Services NSW commencing a review of the system of inmate discipline", "target": "Stability or improvement", "source_page": 10 } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Corrective Services NSW commencing a review of the system of inmate discipline", "result": "Target met", "status": "Achieved", "source_page": 10 } ], "_source_urls": { "annual_report_url": "https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Risk & Assurance", "scale": "small", "title": "Recommendation tracker for audits, reviews, and inquiries", "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.", "quote": "[Page 60]\n4.5 Internal audit and risk management policy attestation\nstatement\nInternal Audit and Risk Management Attestation Statement - 2022-2023 Financial Year\nNSW Ombudsman’s Office\nI, Paul Miller, am of the opinion that the Ombudsman’s Office has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit\nand Risk Management Policy for the General Government Sector, specifically:\nCore Requirements Compliant or\nnon-compliant\nRisk Management Framework\n1.1 The Accountable Authority shall accept ultimate responsibility and Compliant\naccountability for risk management in the agency.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Risk & Assurance", "scale": "large", "title": "Integrated assurance and lessons-learned system", "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.", "quote": "[Page 60]\n4.5 Internal audit and risk management policy attestation\nstatement\nInternal Audit and Risk Management Attestation Statement - 2022-2023 Financial Year\nNSW Ombudsman’s Office\nI, Paul Miller, am of the opinion that the Ombudsman’s Office has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit\nand Risk Management Policy for the General Government Sector, specifically:\nCore Requirements Compliant or\nnon-compliant\nRisk Management Framework\n1.1 The Accountable Authority shall accept ultimate responsibility and Compliant\naccountability for risk management in the agency.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Citizen Services", "scale": "small", "title": "Plain-language service pages and proactive status updates", "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.", "quote": "[Page 34]\nPlanned outcome Strategies Progress report for 2015–16\n• Key priority area: Program and services\nIdentify barriers to Review our guidelines on the use of • We have up-to-date procedures in place for using translation\naccess to our services interpreters and translators and provide and interpreting services.\nfor culturally, linguistically training to all staff. • All frontline inquiry staff are trained to use interpretation and\nand religiously diverse translation services.\npeople, and develop\nprograms and services to Ensure that our budget for interpreter • We allocated funds for providing interpretation and translation\naddress issues identified. services and interpreter use is monitored services.\nand reviewed. • We kept a register of our use of interpretation and translation\nservices to inform our decision making in developing\ncommunity language information.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman_AR16_Appendices-errata.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Citizen Services", "scale": "large", "title": "Single front door for life-event based services", "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.", "quote": "[Page 34]\nPlanned outcome Strategies Progress report for 2015–16\n• Key priority area: Program and services\nIdentify barriers to Review our guidelines on the use of • We have up-to-date procedures in place for using translation\naccess to our services interpreters and translators and provide and interpreting services.\nfor culturally, linguistically training to all staff. • All frontline inquiry staff are trained to use interpretation and\nand religiously diverse translation services.\npeople, and develop\nprograms and services to Ensure that our budget for interpreter • We allocated funds for providing interpretation and translation\naddress issues identified. services and interpreter use is monitored services.\nand reviewed. • We kept a register of our use of interpretation and translation\nservices to inform our decision making in developing\ncommunity language information.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "other-pdfs/NSW-Ombudsman_AR16_Appendices-errata.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman_AR16_Appendices-errata.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Data & Performance", "scale": "small", "title": "KPI evidence register with named owners", "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.", "quote": "[pages 112,113,114,115]\nned or consolidated TPG25-10a entities or subsidiaries)\nStrategy Strategic objectives GSF Act, s 7.11 Yes 26–27\nTPG25-10a\nCurrent and future strategic plans GSF Act, s 7.11 Yes 24–29\nto accomplish outcomes and TPG25-10a\nobjectives\nSystems and processes to measure GSF Act, s 7.11 Yes 26, 34\nthe target outcomes TPG25-10a\nResource allocation to implement GSF Act, s 7.11 Yes 28–29\nstrategic plans TPG25-10a\nOperations and Key products and services GSF Act, s 7.11 Yes 31–33\nperformance TPG25-10a\nService delivery models GSF Act, s 7.11 Yes 31\nTPG25-10a\nSignificant programs and GSF Act, s 7.11 Yes 34–57\noperations TPG25-10a\nPerformance metrics regarding GSF Act, s 7.11 Yes 58–62\ntargeted outcomes / objectives TPG25-10a\nfrom the strategy and/or\ncorporate plan\n112 NSW Ombudsman Annual Report 2024–25", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Data & Performance", "scale": "large", "title": "Outcome dashboard linking budget, delivery, and public impact", "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.", "quote": "[pages 112,113,114,115]\nned or consolidated TPG25-10a entities or subsidiaries)\nStrategy Strategic objectives GSF Act, s 7.11 Yes 26–27\nTPG25-10a\nCurrent and future strategic plans GSF Act, s 7.11 Yes 24–29\nto accomplish outcomes and TPG25-10a\nobjectives\nSystems and processes to measure GSF Act, s 7.11 Yes 26, 34\nthe target outcomes TPG25-10a\nResource allocation to implement GSF Act, s 7.11 Yes 28–29\nstrategic plans TPG25-10a\nOperations and Key products and services GSF Act, s 7.11 Yes 31–33\nperformance TPG25-10a\nService delivery models GSF Act, s 7.11 Yes 31\nTPG25-10a\nSignificant programs and GSF Act, s 7.11 Yes 34–57\noperations TPG25-10a\nPerformance metrics regarding GSF Act, s 7.11 Yes 58–62\ntargeted outcomes / objectives TPG25-10a\nfrom the strategy and/or\ncorporate plan\n112 NSW Ombudsman Annual Report 2024–25", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2024-25.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Staff Productivity", "scale": "small", "title": "Reusable briefing and summary assistant for internal documents", "idea": "Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.", "quote": "Pursue an enhanced program Completed Visited 27 custodial facilities (21 correctional centres,\nof visits to correctional centres and and now 5 youth justice centres and 1 court cell complex).\nyouth justice centres to improve ongoing Stood up a new detention and custody team of\naccess to our services, as well as to identified staff to be subject matter experts and\nenhance the capacity of our staff implemented intensive training to other staff on\nto deal with complaints through handling custodial complaints and visiting custodial\na strong working understanding facilities.\nof the correctives system and the Arranged for staff who visit correctional centres\nunique context in which complaints to do Security Awareness Training online from the\nmay arise in such settings Corrective Services Academy.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Staff Productivity", "scale": "large", "title": "Department-wide knowledge and briefing platform", "idea": "Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.", "quote": "Pursue an enhanced program Completed Visited 27 custodial facilities (21 correctional centres,\nof visits to correctional centres and and now 5 youth justice centres and 1 court cell complex).\nyouth justice centres to improve ongoing Stood up a new detention and custody team of\naccess to our services, as well as to identified staff to be subject matter experts and\nenhance the capacity of our staff implemented intensive training to other staff on\nto deal with complaints through handling custodial complaints and visiting custodial\na strong working understanding facilities.\nof the correctives system and the Arranged for staff who visit correctional centres\nunique context in which complaints to do Security Awareness Training online from the\nmay arise in such settings Corrective Services Academy.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2020-21.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2020-21.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Citizen Participation", "scale": "small", "title": "Consultation feedback summaries with response tracking", "idea": "Summarise consultation submissions by theme and publish what changed in response.", "quote": "Develop, in consultation Commenced Completed external consultancy to advise on new PID\nwith stakeholders, a refreshed Audit Framework.\napproach to our ‘monitoring’ and Finalised new PID team operating model, which is due\n‘auditing’ functions, particularly in to commence in 2022–23.\nrespect of:\nWrote to state and local government leadership\n• community services, to ensure regarding complaint-management commitments and\nclarity of roles, consistency of to encourage participation in review of the Australian\napproach, and prioritisation Standard on complaint handling.\nand proportionality of effort Engaged a consultant to develop draft guidelines for\nnew Public Interest Disclosures Act 2022 (PID Act 2022).\n• PIDs, to ensure we target\ndelivery of our training services,\nuse our data effectively, and\nfocus on auditing to improve\nPID handling\n62 NSW Ombudsman Annual Report 2021–2022", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Citizen Participation", "scale": "large", "title": "Always-on policy participation platform", "idea": "Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.", "quote": "Develop, in consultation Commenced Completed external consultancy to advise on new PID\nwith stakeholders, a refreshed Audit Framework.\napproach to our ‘monitoring’ and Finalised new PID team operating model, which is due\n‘auditing’ functions, particularly in to commence in 2022–23.\nrespect of:\nWrote to state and local government leadership\n• community services, to ensure regarding complaint-management commitments and\nclarity of roles, consistency of to encourage participation in review of the Australian\napproach, and prioritisation Standard on complaint handling.\nand proportionality of effort Engaged a consultant to develop draft guidelines for\nnew Public Interest Disclosures Act 2022 (PID Act 2022).\n• PIDs, to ensure we target\ndelivery of our training services,\nuse our data effectively, and\nfocus on auditing to improve\nPID handling\n62 NSW Ombudsman Annual Report 2021–2022", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "annual-reports/2021-22.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW_Ombudsman_annual_report_2021-22.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Regulation & Policy", "scale": "small", "title": "Regulatory burden scan for forms, guidance, and reporting", "idea": "Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.", "quote": "[Page 60]\n4.5 Internal audit and risk management policy attestation\nstatement\nInternal Audit and Risk Management Attestation Statement - 2022-2023 Financial Year\nNSW Ombudsman’s Office\nI, Paul Miller, am of the opinion that the Ombudsman’s Office has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit\nand Risk Management Policy for the General Government Sector, specifically:\nCore Requirements Compliant or\nnon-compliant\nRisk Management Framework\n1.1 The Accountable Authority shall accept ultimate responsibility and Compliant\naccountability for risk management in the agency.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "annual-reports/2022-23.pdf (https://cmsassets.ombo.nsw.gov.au/assets/Reports/NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "NSW-NSW-Ombudsman", "entity_name": "NSW Ombudsman", "folder_name": "NSW-Ombudsman", "category": "Regulation & Policy", "scale": "large", "title": "Adaptive regulation program with live feedback loops", "idea": "Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.", "quote": "[Page 60]\n4.5 Internal audit and risk management policy attestation\nstatement\nInternal Audit and Risk Management Attestation Statement - 2022-2023 Financial Year\nNSW Ombudsman’s Office\nI, Paul Miller, am of the opinion that the Ombudsman’s Office has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core 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