Plan and Objectives 2008–2011
Introduction
The financial year ending March 2008 also marked the end of our three-year Strategic Plan set out in 2005. It was necessary, therefore, to develop our Strategic Objectives for the next three years. For the first time, we took the initiative to establish a Stakeholder Group, representing providers of public services and a wide range of other interests, and comprising heads of many of the organisations with which we interact. Their views and experience helped us to refine our Vision and Values and our Strategic Objectives for 2008–2011.
We are grateful to them for taking part in this process and for giving their time and ideas so generously.
The new three-year strategy emphasises how we will work in partnership with others to meet our common goal of resolving disputes and improving frontline complaint handling.
Vision
Our vision is of enhanced public confidence in high quality, continually improving public services in Scotland which consistently meet the highest standards of public administration – we aim to bring this about by providing a trusted, effective and efficient complaint handling service which remedies injustice for individuals resulting from maladministration or service failure.
Values - We aim to be:
- courteous, considerate and respectful of people’s rights;
- independent, impartial, fair and expert in responding to complaints;
- accessible to all, and responsive to the needs of our users: complainants and service providers;
- collaborative in our work with service providers, policy makers and other stakeholders;
- open, accountable and proportionate about our work and governance, ensuring stakeholders understand our role and have confidence in our work;
- a best value organisation which is efficient, effective, flexible and makes good use of resources; and
- best practice employers with well trained and highly motivated staff.
Our Strategic Objectives for the next three years are:
- To provide a high quality, independent complaint handling service – by being accessible and dealing with all enquiries and complaints impartially, consistently, effectively, proportionately and speedily; and producing clear, accurate and influential investigation reports.
- To improve complaint handling by public service providers – by working in partnership with others to promote early local resolution of disputes and complaints and to promote best practice.
- To support public service improvement in Scotland – by working in partnership with public service deliverers, policy makers, scrutiny bodies and regulators to feed back and capitalise on the learning from our consideration of enquiries and complaints and to promote good administrative practice.
- To simplify the design and operation of the complaint handling system in Scottish public services – by working in partnership with others to promote an integrated, effective, standardised and user-friendly system as an integral part of the wider administrative justice system in Scotland; and to promote informed awareness of the role and activities of the SPSO.
- To be an accountable, best value organisation – by making best use of our resources and demonstrating continuous improvement in our operational efficiency and supporting the professional development of our staff.