australia | Office of the Queensland Ombudsman releases a new Casebook on helping agencies to improve decision-making

The annual casebook of investigation outcomes, now in its second year, aims to be a tool for shared learning that helps build greater knowledge about issues for improving decision-making.

It is only one component of the suite of good decisions tools that they have been growing over the past year, including:

  • video – a short animated overview of good decision-making for use in staff inductions and training
  • checklist – a prompt for officers to print and keep at their workstation
  • newsletter – Perspectives, a quarterly subscription newsletter
  • resource – a valuable reference with detailed explanations of the stages of decision-making
  • training – interactive, practical training available online.

The casebook contains only a small sample of the outcomes that the Office of the Ombudsman achieved for Queenslanders through our investigations. Cases have been selected to show a range of outcomes and agencies that their work covers.

Those outcomes include rectifications that address an individual complainant’s concerns, as well as broader improvements to agency practices. Insights are included to highlight learnings from each case study. It is important to observe that cases requiring rectification represent only a small portion of the cases that they investigate, as 85% of their investigations found that agency actions were lawful, reasonable or correct.

Please find the recently by the Ombudsman published Casebook in the download section below.


Source: Office of the Queensland Ombudsman, Australia


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