Accountability 8 (528)

To the Business, Energy and Industrial Strategy Secretary:
For Clarity - Attempt 528.

528) Accountability 8: "Our Decisions Are Our Product."

Dear Mr Clark,

The Ombudsman Services Chief Ombudsman and CEO tells us that,
"Our decisions are our product."

The Rev Smith went on to say,
"The resolutions we offer are soundly based and efficiently produced. We have since rolled out a three-stage investigation process on getting our resolutions (our reports on complaints) right first time, using the experience and knowledge of the ombudsman team at an earlier stage . We also introduced measures to not only access the quality of our work but report on it."
(The Rev Smith OS Annual Report 2011)

So their resolutions are sound and efficiently produced and they will access the quality of their work and report on it.

When?

Where?

And how did terminating DJS Research's contract to do just that - to report on the quality of OS' work - help to achieve his stated objective? Look for yourself - it didn't.

Soundly based decisions? Efficiently produced? How do we know?

2In 2015, 2% of 680 complainants accepted The Rev Smith's soundly based decisions 98% didn't. The Rev Smith didn't ask the 666 who didn't accept his soundly based decisions whether they thought they were quality or not, so what happened to the measures he introduced to report on them?

Q. Mr Clark, where are The Rev Smith's mysterious measures and as 98% of property complainants didn't mutually accept his decisions isn't his product crap?