Reporting, review and measures of success
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The Director of Communications owns this framework on behalf of the Executive Board and is responsible its implementation and review and reporting on its success.
The Director of Communications will include a report on the Information Promise in the annual Communications Performance report submitted to the Executive Board; a summary of which will be included in the Ombudsman’s Annual Report.
This report will judge how successfully we live up to our Information Promise through a range of performance indicators, including:
- customers’ perception of our adherence to the Information Promise (measured through our customer satisfaction survey);
- stakeholder confidence in the way in which we handle the information they give us (measured through our bi‑annual stakeholder impact survey);
- internal and external audits (for example, by the Information Commissioner’s Office) of the Information Promise, associated processes and our Publication Scheme;
- the volume and outcome of complaints about the Ombudsman’s Office referred to the Information Commissioner and, beyond that, to Tribunal; and
- information security breaches notified to the Security Committee and, where appropriate, the Information Commissioner’s Office.
The Director of Communications will undertake to review this framework biannually, and to update it as appropriate to reflect any substantive changes, for example, to legislation, policy, staff roles.
