Annex A: Business Plan 2016-17 – Progress Report

Object / Output for 2016-17 / Key Activities/Milestones / Progress
Support and promote an effective system of complaint handling and redress in the United Kingdom, Ireland, Britain’s Crown Dependencies and Britain’s Overseas Territories. / Use expertise of members and the Association to influence public debate /
  • Attend relevant conferences and seminars and contribute from the floor.
  • Seek speaking opportunities at events.
/
  • Ongoing – see Association Report

OA has engaged in consultations and passage of draft legislation with parliaments, Governments and stakeholders /
  • Map stakeholder environment in summer 2016 and design an engagement strategy
/
  • To be initiated in Q2.

Clear plan to take forward work on Behaviours, Knowledge & Skills Framework /
  • Formal scope of project by March 2017 and deliver in 2017/18
/
  • To be initiated in Q4.

Public part of website is ‘mobile responsive’ /
  • Public facing section of website ‘rebuilt’ to be mobile responsive, as part of website changes, by December 2016.
/
  • Initial discussions held with web provider.

Object / Output for 2016-17 / Key Activities/Milestones / Progress
Encourage, develop and protect the role of ombudsmen in both the public and private sectors as the ‘best practice’ model for resolving complaints, according recognition through membership. / High standard of the OA’s criteria is recognised by stakeholders. /
  • Implement Guidance on applying the Association’s Guiding Principles with regards to membership applications in summer 2016.
  • Implement revalidation programme for members in autumn 2016.
/
  • Instructions to Counsel in July, following Exec Cttee discussion.

Support the development of a Legal Database to be used by members whose decisions are judicially reviewed. /
  • Support stages of bid for funding in April and July 2016.
  • Support design and testing of database in winter/spring 2017.
  • Schedule for delivery in summer 2017.
/
  • Letter of support issued and input provided to full application (second stage).

Undertake review of Strategic Position Statement on Ombudsmen /
  • Coordinate review of Strategic Position Statement through Policy Network in winter / spring 2017.
  • Agreement of any updates at 2017 Conference in May 2017.
/
  • To be initiated in Q4.

Object / Output for 2016-17 / Key Activities/Milestones / Progress
Provide an authoritative voice and promote best practice and policy for those involved in complaint handling and redress to ensure an effective service for the public. / Membership of the Association is considered a necessity by those involved in complaint handling. /
  • Maintain and increase membership of the Association.
  • ‘New member’ pack is developed by June 2016 and circulated to all new members.
  • Director to visit offices of new members within first year.
/
  • To be measured in Q3.
  • New member pack will be circulated with invoices.
  • On track.

Interest Groups are well attended by a cross section of members and used as a forum to share best practice. /
  • Data Protection Guidance produced by LIG by autumn 2016.
  • Equality Policy best practice document produced by EDHR by early 2017.
  • Casework Interest Group established by autumn 2016.
  • Overseas Interest Group established by autumn 2016.
/
  • On track.
  • Equality Policy on hold.
  • Initial discussions in July.
  • Invite to prospective participants in July.

Dublin Conference is considered success by delegates. /
  • Conference on 12-13 May 2016.
  • Feedback forms from delegates.
  • Notes of workshops and presentations posted on website by
June 2016. /
  • Completed.

Members are kept up to date on developments in policy, administrative justice and complaint handling. /
  • Online newsletter re-introduced by autumn 2016.
  • At least two Policy Network seminars take place by 31 March 2017.
/
  • To be initiated in Q2.
  • Potential seminar on vulnerable customers in October.

2017 Conference is effectively organised and advertised. /
  • Date and venue are confirmed by summer 2016.
  • Programme of speakers and workshops is confirmed by January 2017.
  • At least 150 delegates are registered by 31 March 2017.
/
  • Confirmed: 25-26 May 2017, Loughborough
  • Further work to be initiated in Q3.

Members’ Area of website is fit for purpose and more frequently utilised by members. /
  • Online resources for interest groups e.g. ‘Knowledge base’
  • Personalised sign-ups for alerts re. new content
  • Implement updated website by December 2016.
/
  • To be initiated in Q3.

Object / Output for 2016-17 / Key Activities/Milestones / Progress
Support open and transparent accountability and endorse principles of good complaint handling. / OA produces service standards framework that sets out public commitments and service standards that customers of OA members can expect. /
  • Project Initiation Meeting in May 2016
  • Apply for external funding from IOI ‘regional subsidies’.
  • Service Standards Framework published in February 2017
/
  • PIM taken place, work initiated on first draft. Steering Group meeting to take place in October.

Plan to review Principles of Good Complaint Handling is agreed. /
  • Scope the review of the Principles by March 2017 and schedule for 2017/18
/
  • To be initiated in Q4.

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