Portfolio: Ombudsman
https://www.ombo.nsw.gov.au/
$30M
State Government Directory 2025-26$30M
2024-25 Total Revenue170
Headcount (2024-25)12 tagged
Reform proposals on YourGov that name this department as a delivery partner — drawn from citizen voice, government strategy, research, international examples and gap analysis.
STRATEGY SUMMARY
We pursue fairness for the people of NSW. [AR p.13]
VISION
“Everyone receives the right services and fair treatment from those we oversight. [AR p.26]”
PURPOSE
We pursue fairness for the people of NSW. [AR p.13]
Strategic priorities
· 3
Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair t
Support democratic principles and the rule of law, and to ensure citizens are protected from abuse of power and unfair treatment, by holding public authorities and community service providers to account when they engage in wrong conduct.
Foster enduring reforms that prevent future failings and improve public administration and service delivery.
Provide a trusted source of independent advice to Parliament.
Outcomes
· 4
Outcome 1: Ensuring satisfaction with our customer service
Individuals are satisfied with our customer service.
KEY ACTIVITIES
Outcome 2: Supporting democratic principles and the rule of law
Public authorities and community service providers are held to account for serious wrong conduct.
KEY ACTIVITIES
Outcome 3: Fostering enduring reforms
Public authorities and community service providers are responsive to individuals who complain about a service or decision.
KEY ACTIVITIES
Outcome 4: Providing a trusted source of independent advice to Parliament
Parliament is satisfied that we are performing our functions.
KEY ACTIVITIES
Values
· 4
Integrity Always
Proudly Independent
Purpose Driven
Inquiring Minds Better Together
Performance measures
· 1
| Code | Measure | Target 2025-26 | Latest result | Status |
|---|---|---|---|---|
CCE01 | Corrective Services NSW commencing a review of the system of inmate discipline | Stability or improvement | Target met Annual Report 2024-25 · p.10 | Achieved |
Source documents
· 5
Ideas distilled from this entity's strategy & evidence
· 12
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
NSW-Ombudsman_AR16_Appendices-errata.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
NSW-Ombudsman_AR16_Appendices-errata.pdf)
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
NSW-Ombudsman-Annual-Report-2024-25.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
NSW-Ombudsman-Annual-Report-2024-25.pdf)
Reusable briefing and summary assistant for internal documents
Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.
NSW-Ombudsman-Annual-Report-2020-21.pdf)
Department-wide knowledge and briefing platform
Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.
NSW-Ombudsman-Annual-Report-2020-21.pdf)
Consultation feedback summaries with response tracking
Summarise consultation submissions by theme and publish what changed in response.
NSW_Ombudsman_annual_report_2021-22.pdf)
Always-on policy participation platform
Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.
NSW_Ombudsman_annual_report_2021-22.pdf)
Regulatory burden scan for forms, guidance, and reporting
Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.
NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)
Adaptive regulation program with live feedback loops
Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.
NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
NSW-Ombudsman_AR16_Appendices-errata.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
NSW-Ombudsman_AR16_Appendices-errata.pdf)
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
NSW-Ombudsman-Annual-Report-2024-25.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
NSW-Ombudsman-Annual-Report-2024-25.pdf)
Reusable briefing and summary assistant for internal documents
Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.
NSW-Ombudsman-Annual-Report-2020-21.pdf)
Department-wide knowledge and briefing platform
Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.
NSW-Ombudsman-Annual-Report-2020-21.pdf)
Consultation feedback summaries with response tracking
Summarise consultation submissions by theme and publish what changed in response.
NSW_Ombudsman_annual_report_2021-22.pdf)
Always-on policy participation platform
Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.
NSW_Ombudsman_annual_report_2021-22.pdf)
Regulatory burden scan for forms, guidance, and reporting
Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.
NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)
Adaptive regulation program with live feedback loops
Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.
NSW-Ombudsman-Annual-Report-2022-23.pdf.pdf)
Source library
· 10
10.7MB
2024-25.pdf
6.2MB
2023-24.pdf
3.4MB
2022-23.pdf
3.5MB
2021-22.pdf
3.7MB
2020-21.pdf
6.6MB
NSW-Ombudsman-50-Year-Anniversary-Report.pdf
241KB
Investigations-summaries-2020-2021.pdf
714KB
NSW-Ombudsman_AR16_Appendices-errata.pdf
2.1MB
The-progress-of-NSW-inmate-discipline-system-reform-report-March-2026.pdf
2.0MB
Investigation-into-inmate-discipline-in-NSW-correctional-centres-report_21-Augus.pdf