Back-
The new In Focus report is available
The NSW Ombudsman has released a new In Focus paper, Managing backlogs, examining a common and persistent challenge across public sector administration.
Timeliness is a core principle of good administrative practice, yet backlogs can develop when demand outpaces an agency’s capacity to respond. Left unmanaged, delays can become entrenched, increasing risk, affecting individuals waiting for decisions, and exposing agencies to findings of maladministration.
This paper explores why backlogs occur, the impacts of delay, and the risks that arise when backlogs are poorly managed. Drawing on recent investigations and case studies — including the Concord case featured in the institution's Casebook January 2026 — the paper outlines practical approaches to preventing and managing backlogs, including early identification, effective monitoring, and transparent communication.
In Focus is a practical resource for NSW government departments, agencies, local councils and community service providers to strengthen oversight, improve decision-making and support timely, lawful and fair administration.
Kindly click here to access the new In Focus paper.
Source: The NSW Ombudsman, Australia
