Our activities and outputs
Impact
Aim: To drive meaningful improvements and system-level changes in public services
| Capabilities | Products | Partnerships |
| Advanced data and analytical expertise to combine internal and external data, use AI responsibly, and generate deeper insights. | Influential, evidence-based reports, recommendations and submissions designed to shape policy, improve services and strengthen accountability. | Data and intelligence sharing arrangements with public bodies, regulators, oversight organisations, courts and tribunals to build a system-wide understanding of risk and failure. |
| Stronger systemic investigation capability, including new methodologies and multidisciplinary teams to understand underlying causes of failings in complex systems. | Practical guidance, standards, toolkits and training to help public bodies improve service design, communication, complaint handling and learning. | Research, reports and recommendations co-produced with regulators, academia, think tanks and the third sector to strengthen credibility and impact. |
| Improved compliance monitoring and a new impact measurement framework so we can track implementation, measure change and focus our efforts. | Published decisions that increase transparency, learning and demonstrable impact. | Joint thought leadership and engagement activity, including events and roundtables that shape national debate on public service improvement. |
| Collaborative, multidisciplinary ways of working that bring together casework, policy, communications and engagement to turn insight into action. | Open and accessible data tools, dashboards and insight outputs that help us and our stakeholders better understand patterns, risks and performance. | Collaboration with parliamentary and public inquiry processes to make sure our independent insight informs scrutiny and accountability at the highest levels. |
| Enhanced public affairs and influencing skills to make sure our evidence shapes scrutiny, debate and decision-making. | Strategic communications and engagement, including blogs, media, social media and events to amplify service user voices and promote learning. | Working in partnership to coordinate action on systemic risks, helping organisations we investigate adopt and embed improvements in practice. |
User experience
Aim: To provide an accessible, timely and person-centred complaints process
| Capabilities | Products | Partnerships |
| Strong user research and service design expertise to shape our service around the needs of complainants, those who support them, and the organisations we investigate. | A simpler, more intuitive website with easy-to-find information and straightforward guidance on complex processes. | Strong engagement with MPs, advocates and legal representatives so they can help people understand their rights, know how to make an eligible complaint, and access our service at the right time. |
| Skilled, empathetic communication through training in clear communication, trauma-informed practice and how to support people in vulnerable situations. | Online accounts that allow complainants and organisations to track progress and access updates easily. | Expanded collaboration and focus groups with service users, including our Public Engagement Advisory Group, to test, refine and improve our service. |
| Insight-driven continuous improvement by gathering feedback at key points in the user journey, running regular research and surveys, and embedding learning into governance and decision-making. | AI-enabled casework tools so staff can quickly access the right information, guidance and policies, freeing up time for human interaction and personalised support. | Providing organisations we investigate and MPs with regular, meaningful insights into complaints about their services and complaints that affect their constituents, so they can monitor issues and make informed improvements. |
| Strong outreach and engagement capability that helps us identify and remove barriers to access and modernise our service. | Transparent, easy-to-understand decisions and correspondence, including clear explanations when we cannot take a complaint forward. | |
| Effective signposting and guidance tools to help people find the right support or alternative routes to redress when we are not best placed to help. | ||
| Published insight from user feedback to show how people’s experiences are shaping improvements to our service. |
Awareness
Aim: To be a recognised and influential voice in improving public services
| Capabilities | Products | Partnerships |
| Strong branding and design expertise to maintain a clear, consistent and inclusive identity across all channels. | Clear, recognisable branding across our website, publications, correspondence and public-facing materials. | Active participation in administrative justice, ombudsman and regulatory networks to raise our profile, share learning and reinforce our position within the wider oversight landscape. |
| Advanced audience insight and targeting capability using casework data, analysis and digital tools to understand who we are reaching and who we are not. | An accessible, user-friendly website and digital presence where people can easily understand our role, explore case studies and decisions, and see how complaints lead to improvement. | Closer engagement with MPs, select committees and parliamentary networks to make sure our work, insight and case evidence inform democratic scrutiny and public debate. |
| Skilled storytelling and multimedia capability to turn casework insight and human stories into compelling, accessible content that resonates with different audiences. | Compelling case stories and insight content, including blogs, media pieces, social media, podcasts and interviews, that amplify service user voices and show the impact of speaking up. | A stronger, more visible presence in sector conferences, forums and events where we can share insight and emerging trends and strengthen capabilities for preventative action. |
| Robust evaluation and insight mechanisms to measure recognition, understanding and engagement through surveys, web analytics and media analysis, and refine our approach. | Targeted awareness materials and guidance for community groups, advocates and advice organisations to help them support people to use our service. | Collaborative activity with thought leaders and policy influencers, such as joint events, panel discussions and roundtables, to position us as a trusted voice on public service improvement. |
| Confident public affairs and parliamentary engagement skills to communicate our role, remit and impact clearly to MPs, committees and policymakers. | Briefings, evidence submissions and insight packs tailored for MPs, select committees and policymakers. | Partnerships with community, advocacy and advice organisations that help increase awareness of our service among underrepresented groups and support people to raise concerns. |