{ "entity_id": "WA-Ombudsman-Western-Australia", "folder": "Ombudsman-Western-Australia", "name": "Ombudsman Western Australia", "type": "Independent Statutory Authority", "jurisdiction": "WA", "portfolio": "", "website": "https://www.ombudsman.wa.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": 11, "n_kpi_targets": 8, "n_kpi_results": 8, "n_outcomes": 2, "verified_own_data": true }, "strategy_profile": { "status": "published", "confidence": "high", "summary": "To serve Parliament and Western Australians by:\n• Receiving, investigating and resolving complaints about State Government agencies, local governments and universities;\n• Reviewing child deaths and family and domestic violence fatalities to improve public safety and prevent future harm;\n• Overseeing and monitoring that relevant organisations are accountable for, and are, preventing, notifying and dealing with reportable conduct. [AR p.7]", "official_site_url": "https://www.ombudsman.wa.gov.au/", "source_documents": [ { "type": "annual_report", "title": "annual-reports/2024-25.pdf", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "period": "2024-25", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2023-24", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf", "period": "2023-24", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2022-23", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2223/Ombudsman-Western-Australia-Annual-Report-2022-23.pdf", "period": "2022-23", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2021-22", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-Annual-Report-2021-22.pdf", "period": "2021-22", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2020-21", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.pdf", "period": "2020-21", "confidence": "high" }, { "type": "strategie", "title": "25th Australasian and Pacific Ombudsman Regional Conference 19 March 2010 - 'The Ombudsman in the Integrity Framework'", "url": "https://www.ombudsman.wa.gov.au/Publications/Documents/speeches/190310-APOR-Conference-Canberra.pdf", "period": "2010", "confidence": "medium" } ], "purpose": { "text": "To serve Parliament and Western Australians by:\n• Receiving, investigating and resolving complaints about State Government agencies, local governments and universities;\n• Reviewing child deaths and family and domestic violence fatalities to improve public safety and prevent future harm;\n• Overseeing and monitoring that relevant organisations are accountable for, and are, preventing, notifying and dealing with reportable conduct. [AR p.7]", "source_url": "", "source_page": null, "source_deep_url": "" }, "vision": { "text": "Lawful, reasonable, fair and accountable decision making and practices by public authorities. [AR p.7]", "source_url": "", "source_page": null, "source_deep_url": "" }, "strategic_priorities": [ { "title": "Supporting vulnerable communities", "description": "Supporting vulnerable communities", "source_url": "", "source_page": null, "source_deep_url": "" } ], "values": [ { "name": "Lawful", "description": "", "source_url": "", "source_page": null }, { "name": "Reasonable", "description": "", "source_url": "", "source_page": null }, { "name": "Fair", "description": "", "source_url": "", "source_page": null }, { "name": "Accountable", "description": "", "source_url": "", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Protecting People’s Rights", "description": "We achieved 111 remedies through our investigation and resolution of complaints.", "activities": [ "Receiving, investigating and resolving complaints", "Reviewing child deaths and family and domestic violence fatalities", "Overseeing and monitoring relevant organisations" ], "source_url": "", "source_page": 7, "source_deep_url": "" }, { "name": "Outcome 2: Supporting Vulnerable Communities", "description": "We can focus on people who are often overlooked or disadvantaged, ensuring their voices are heard and their needs are considered.", "activities": [ "Improving child safety", "Making 238 improvements to administration", "Reviewing child deaths and family and domestic violence fatalities" ], "source_url": "", "source_page": 7, "source_deep_url": "" } ], "performance_measures": [ { "code": "CCE01", "measure": "Percentage of allegations finalised within three months", "target": "95%", "latest_result": "95%", "status": "Achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE02", "measure": "Percentage of allegations finalised within 12 months", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE03", "measure": "Percentage of allegations on hand at 30 June less than three months old", "target": "88%", "latest_result": "90%", "status": "Achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE04", "measure": "Percentage of allegations on hand at 30 June less than 12 months old", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE05", "measure": "Average cost per finalised allegation", "target": "$1,314", "latest_result": "$1,890", "status": "Not achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE06", "measure": "Average cost per finalised notification of death", "target": "$11,571", "latest_result": "$14,655", "status": "Not achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE07", "measure": "Average cost per notification of reportable conduct", "target": "$3,687", "latest_result": "$4,000", "status": "Not achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 }, { "code": "CCE08", "measure": "Cost of monitoring and inspection functions", "target": "$1,000,679", "latest_result": "$1,168,000", "status": "Not achieved", "target_source_url": "", "target_source_page": 15, "result_source_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "result_source_page": 19 } ], "document_alignment_terms": { "must_support": [ "To serve Parliament and Western Australians by:\n• Receiving, investigating and resolving complaints about State Government agencies, local governments and universities;\n• Reviewing", "Lawful, reasonable, fair and accountable decision making and practices by public authorities. [AR p.7]", "Supporting vulnerable communities" ], "watch_terms": [ "Percentage of allegations finalised within three months", "Percentage of allegations finalised within 12 months", "Percentage of allegations on hand at 30 June less than three months old", "Percentage of allegations on hand at 30 June less than 12 months old", "Average cost per finalised allegation", "Average cost per finalised notification of death", "Average cost per notification of reportable conduct", "Cost of monitoring and inspection functions" ], "avoid_claiming_without_evidence": [] }, "review_note": "" }, "global_initiatives": null, "strategy": { "reporting_period": "2024-25", "corporate_plan_period": "2025-26", "vision": "Lawful, reasonable, fair and accountable decision making and practices by public authorities. [AR p.7]", "vision_source_page": null, "purposes": "To serve Parliament and Western Australians by:\n• Receiving, investigating and resolving complaints about State Government agencies, local governments and universities;\n• Reviewing child deaths and family and domestic violence fatalities to improve public safety and prevent future harm;\n• Overseeing and monitoring that relevant organisations are accountable for, and are, preventing, notifying and dealing with reportable conduct. [AR p.7]", "purposes_source_page": null, "how_we_deliver": "We also have functions to monitor the use of certain powers relating to telecommunications interceptions, consorting laws, and public entertainment precinct bans. This is aimed at ensuring these significant powers that impact on people’s rights are used lawfully and appropriately. [AR p.7]", "how_we_deliver_source_page": null, "government_priorities": [ { "text": "Supporting vulnerable communities", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Protecting People’s Rights", "description": "We achieved 111 remedies through our investigation and resolution of complaints.", "key_activities": [ "Receiving, investigating and resolving complaints", "Reviewing child deaths and family and domestic violence fatalities", "Overseeing and monitoring relevant organisations" ], "source_page": 7 }, { "name": "Outcome 2: Supporting Vulnerable Communities", "description": "We can focus on people who are often overlooked or disadvantaged, ensuring their voices are heard and their needs are considered.", "key_activities": [ "Improving child safety", "Making 238 improvements to administration", "Reviewing child deaths and family and domestic violence fatalities" ], "source_page": 7 } ], "values": [ "Lawful", "Reasonable", "Fair", "Accountable" ], "values_framework_name": "APS Values", "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Percentage of allegations finalised within three months", "target": "95%", "source_page": 15 }, { "code": "CCE02", "measure": "Percentage of allegations finalised within 12 months", "target": "100%", "source_page": 15 }, { "code": "CCE03", "measure": "Percentage of allegations on hand at 30 June less than three months old", "target": "88%", "source_page": 15 }, { "code": "CCE04", "measure": "Percentage of allegations on hand at 30 June less than 12 months old", "target": "100%", "source_page": 15 }, { "code": "CCE05", "measure": "Average cost per finalised allegation", "target": "$1,314", "source_page": 15 }, { "code": "CCE06", "measure": "Average cost per finalised notification of death", "target": "$11,571", "source_page": 15 }, { "code": "CCE07", "measure": "Average cost per notification of reportable conduct", "target": "$3,687", "source_page": 15 }, { "code": "CCE08", "measure": "Cost of monitoring and inspection functions", "target": "$1,000,679", "source_page": 15 } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Percentage of allegations finalised within three months", "result": "95%", "status": "Achieved", "source_page": 19 }, { "code": "CCE02", "measure": "Percentage of allegations finalised within 12 months", "result": "100%", "status": "Achieved", "source_page": 19 }, { "code": "CCE03", "measure": "Percentage of allegations on hand at 30 June less than three months old", "result": "90%", "status": "Achieved", "source_page": 19 }, { "code": "CCE04", "measure": "Percentage of allegations on hand at 30 June less than 12 months old", "result": "100%", "status": "Achieved", "source_page": 19 }, { "code": "CCE05", "measure": "Average cost per finalised allegation", "result": "$1,890", "status": "Not achieved", "source_page": 19 }, { "code": "CCE06", "measure": "Average cost per finalised notification of death", "result": "$14,655", "status": "Not achieved", "source_page": 19 }, { "code": "CCE07", "measure": "Average cost per notification of reportable conduct", "result": "$4,000", "status": "Not achieved", "source_page": 19 }, { "code": "CCE08", "measure": "Cost of monitoring and inspection functions", "result": "$1,168,000", "status": "Not achieved", "source_page": 19 } ], "_source_urls": { "annual_report_url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "[Page 18]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nSummary of performance\nFinancial performance\nFinancial targets Working cash targets\n2024-25 2024-25 2024-25 2024-25\nVariance\nTarget (a) Actual (‘000) Agreed Target / Variance\n(‘000) (‘000) limit (b) Actual (‘000)\nTotal cost of services (‘000) (‘000)\n(expense limit)\n16,542 15,357 (1,185) Agreed working cash limit\n(sourced from Statement of\n(at Budget) 787 787 n/a\nComprehensive income)\nAgreed working cash limit\nNet cost of services\n(sourced from Statement of 13,776 12,501 (1,275) (at Actual) 807 4,272 3,465\nComprehensive income) (b) As specified in the 2024-25 Resource Agreement.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "[Page 18]\nProtecting People’s Supporting Vulnerable Disclosures and\nOverview Improving Services Preventing Harm Appendices\nRights Communities Legal Compliance\nSummary of performance\nFinancial performance\nFinancial targets Working cash targets\n2024-25 2024-25 2024-25 2024-25\nVariance\nTarget (a) Actual (‘000) Agreed Target / Variance\n(‘000) (‘000) limit (b) Actual (‘000)\nTotal cost of services (‘000) (‘000)\n(expense limit)\n16,542 15,357 (1,185) Agreed working cash limit\n(sourced from Statement of\n(at Budget) 787 787 n/a\nComprehensive income)\nAgreed working cash limit\nNet cost of services\n(sourced from Statement of 13,776 12,501 (1,275) (at Actual) 807 4,272 3,465\nComprehensive income) (b) As specified in the 2024-25 Resource Agreement.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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 138]\n138 Ombudsman Western Australia Annual Report 2020-21\nFamily\nand\nDomestic\nViolence\nFatality\nReview\nRisk assessment must be undertaken when family and domestic violence has been\nidentified…\nRisk assessment is conducted for a number of reasons including:\n• evaluating the risk of re-assault for a victim;\n• evaluating the risk of homicide;\n• informing service system and justice responses;\n• supporting women to understand their own level of risk and the risk to children and/or\nto validate a woman’s own assessment of her level of safety; and\n• establishing a basis from which a case can be monitored.\n(pages 36-37)\nThe Ombudsman’s family and domestic violence fatality reviews and the Investigation\ninto issues associated with violence restraining orders and their relationship with family\nand domestic violence fatalities, November 2015, have noted that, where agencies", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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 138]\n138 Ombudsman Western Australia Annual Report 2020-21\nFamily\nand\nDomestic\nViolence\nFatality\nReview\nRisk assessment must be undertaken when family and domestic violence has been\nidentified…\nRisk assessment is conducted for a number of reasons including:\n• evaluating the risk of re-assault for a victim;\n• evaluating the risk of homicide;\n• informing service system and justice responses;\n• supporting women to understand their own level of risk and the risk to children and/or\nto validate a woman’s own assessment of her level of safety; and\n• establishing a basis from which a case can be monitored.\n(pages 36-37)\nThe Ombudsman’s family and domestic violence fatality reviews and the Investigation\ninto issues associated with violence restraining orders and their relationship with family\nand domestic violence fatalities, November 2015, have noted that, where agencies", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/2020-21.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2021/Ombudsman-WA-Annual-Report-2021.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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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 168]\n2.2 Other expenditure\n2024 2023\n$ $\nSupplies and services\nCommunications 57,765 61,748\nConsumables 59,521 69,731\nServices and contracts 561,212 510,197\nServices received free of charge 122,152 103,271\nInsurance 40,075 22,513\nTravel 63,550 266,670\nOther 256,602 209,766\nTotal supplies and services expenses 1,160,877 1,243,895\nAccommodation expenses\nOffice Rental and outgoings 1,276,301 1,190,001\nRepairs and maintenance 29,919 20,028\nServices received free of charge 13,328 13,145\nTotal accommodation expenses 1,319,548 1,223,173\nOther\nEmployment on-costs 1,613 248\nAudit fee 118,077 70,199\nBad debts 7,352 544\nLoss on disposal on non-current assets (210) -\nOther 164,422 70,381\nTotal other 291,254 141,372\nTotal other expenditure 2,771,679 2,608,441\nSupplies and services expenses are recognised as an expense in the reporting period in which\nthey are incurred.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/2023-24.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "category": "Citizen Services", "scale": "large", "title": "Single front door for life-event based services", "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.", "quote": "[Page 168]\n2.2 Other expenditure\n2024 2023\n$ $\nSupplies and services\nCommunications 57,765 61,748\nConsumables 59,521 69,731\nServices and contracts 561,212 510,197\nServices received free of charge 122,152 103,271\nInsurance 40,075 22,513\nTravel 63,550 266,670\nOther 256,602 209,766\nTotal supplies and services expenses 1,160,877 1,243,895\nAccommodation expenses\nOffice Rental and outgoings 1,276,301 1,190,001\nRepairs and maintenance 29,919 20,028\nServices received free of charge 13,328 13,145\nTotal accommodation expenses 1,319,548 1,223,173\nOther\nEmployment on-costs 1,613 248\nAudit fee 118,077 70,199\nBad debts 7,352 544\nLoss on disposal on non-current assets (210) -\nOther 164,422 70,381\nTotal other 291,254 141,372\nTotal other expenditure 2,771,679 2,608,441\nSupplies and services expenses are recognised as an expense in the reporting period in which\nthey are incurred.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/2023-24.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2324/ombudsman-western-australia-annual-report-2023-24.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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "In brief, the Framework\nestablishes the ongoing collection (2) undertaking culturally Monitoring\nand analysis of data to determine appropriate internal Framework\nwhether expected results are and external completed by\nbeing achieved. stakeholder December 2020.\nconsultation;\nThe Evaluations are systemic and Impact Evaluation\nobjective processes to make (3) identifying any gaps in report completed\njudgements about the merit and data, sourcing December 2021.\nworth of an initiative at a specific reporting and\npoint in time during delivery. analysis;\nThey aim to use the evidence-\n(4) provision of contextual\nbase built through the application\nanalysis of findings;\nof the Framework.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-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", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "In brief, the Framework\nestablishes the ongoing collection (2) undertaking culturally Monitoring\nand analysis of data to determine appropriate internal Framework\nwhether expected results are and external completed by\nbeing achieved. stakeholder December 2020.\nconsultation;\nThe Evaluations are systemic and Impact Evaluation\nobjective processes to make (3) identifying any gaps in report completed\njudgements about the merit and data, sourcing December 2021.\nworth of an initiative at a specific reporting and\npoint in time during delivery. analysis;\nThey aim to use the evidence-\n(4) provision of contextual\nbase built through the application\nanalysis of findings;\nof the Framework.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "annual-reports/2021-22.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2122/Ombudsman-WA-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", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "As a result, in 2024-25,\nStrengthening our capability improving our communication with\nAOOJ complaints only increased 5% in\ncomplainants, including automatic\nIn 2024-25, four of our senior staff 2024-25, compared to the increase of\nreplies and regular acknowledgments\ncommenced a two-year Management complaints within our jurisdiction of\nand progress updates through the\nDevelopment Program to improve our 24%.\ncomplaint process.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "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": "As a result, in 2024-25,\nStrengthening our capability improving our communication with\nAOOJ complaints only increased 5% in\ncomplainants, including automatic\nIn 2024-25, four of our senior staff 2024-25, compared to the increase of\nreplies and regular acknowledgments\ncommenced a two-year Management complaints within our jurisdiction of\nand progress updates through the\nDevelopment Program to improve our 24%.\ncomplaint process.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "category": "Procurement & Delivery", "scale": "small", "title": "Procurement lessons library for repeat purchases", "idea": "Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.", "quote": "Cost recovery is based employed by the Ombudsman as at\nOther Financial Disclosures on the average cost per complaint in 30 June in 2023-24 and 2024-25.\nthe last two years, administrative\nEmployee\nPricing policies of services costs and the costs of any travel to 2023-24 2024-25\nCategory\nprovided the Indian Ocean Territories by our\nFull-time\n57 50\nWe currently receive revenue for the staff and any promotional materials. permanent\nFull-time\nfollowing functions: Capital works 7 11\ncontract\n• Costs for the Energy and Water There were no major capital projects Part-time 26 30\nOmbudsman functions are recouped undertaken during 2024-25. permanent (16.9 FTEs) (22.5 FTEs)\nPart-time 2 2\nfrom the Energy and Water\nEmployment and industrial contract (1.0 FTE) (1.6 FTE)\nOmbudsman (Western Australia)\n92 93\nLimited on a full cost recovery basis. relations TOTAL\n(81.9 FTEs) (85.1 FTEs)", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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": "WA-Ombudsman-Western-Australia", "entity_name": "Ombudsman Western Australia", "folder_name": "Ombudsman-Western-Australia", "category": "Procurement & Delivery", "scale": "large", "title": "Portfolio delivery office for major investments", "idea": "Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.", "quote": "Cost recovery is based employed by the Ombudsman as at\nOther Financial Disclosures on the average cost per complaint in 30 June in 2023-24 and 2024-25.\nthe last two years, administrative\nEmployee\nPricing policies of services costs and the costs of any travel to 2023-24 2024-25\nCategory\nprovided the Indian Ocean Territories by our\nFull-time\n57 50\nWe currently receive revenue for the staff and any promotional materials. permanent\nFull-time\nfollowing functions: Capital works 7 11\ncontract\n• Costs for the Energy and Water There were no major capital projects Part-time 26 30\nOmbudsman functions are recouped undertaken during 2024-25. permanent (16.9 FTEs) (22.5 FTEs)\nPart-time 2 2\nfrom the Energy and Water\nEmployment and industrial contract (1.0 FTE) (1.6 FTE)\nOmbudsman (Western Australia)\n92 93\nLimited on a full cost recovery basis. relations TOTAL\n(81.9 FTEs) (85.1 FTEs)", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "annual-reports/2024-25.pdf (https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-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" ] } ], "legislation_administered": [], "artifacts": [ { "category": "annual-reports", "year": "2024-25", "url": "https://www.ombudsman.wa.gov.au/Publications/AR2425/ombudsman-western-australia-annual-report-2024-25.pdf", "file": "annual-reports/2024-25.pdf", "bytes": 7085920, "link_text": "" }, { "category": "annual-reports", "year": "2023-24", "url": 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