We have also summarised our strategic intentions in a one page (A3) diagram for easy reference.
Outcomes framework (PDF, 17.56 MB)
The introduction written by the Chief Ombudsman is also available in te reo Māori, New Zealand Sign Language, and in HTML.
Introduction in te reo Māori (PDF, 19.02 MB)
Introduction in New Zealand Sign Language opens page in this tab
Introduction in HTML
What we do matters
When people run into a problem with the state, they are rarely on an even footing. The Ombudsman is a critical safeguard, providing an independent check on how government treats people.
We ensure there is somewhere for people to turn when things aren’t right, and we give people confidence that, when it matters, issues will be brought to light and public power held to account. Part of that is protecting people's ability to see and understand what government is doing. At a time when trust and confidence in public institutions is being eroded around the world, and society is facing new and complex challenges, this work matters more than ever.
Demand across our functions keeps growing, with no sign of that changing, and our responsibilities have expanded over recent years. Parliament has challenged us to build a sustainable model to manage this within current resourcing, without impacting our timeliness or quality. We are already working in new ways to meet that challenge and to do more with what we have, but there is still more to be done.
We have also listened to the people and communities we serve, the agencies we oversee, and the other organisations we work with, about what they need and what makes us most effective. We need to be out of Wellington and closer to those communities and agencies. We need to be an Ombudsman that listens and applies common-sense judgement about what is fair and reasonable. We need to be proportionate with our time and resources, so we have more capacity to be where we are really needed and to tackle the systemic problems that drive poor outcomes for people.
We must guard our independence fiercely too – but independence does not mean distance. To understand the context in which problems arise, we must stay connected to the people, communities and agencies we work with.
This Strategic Intentions sets out our plan to achieve our vision: an Ombudsman people know, can reach, and can count on to help put things right – focused on making the most impact for people.
John Allen
Chief Ombudsman