1. How to Increase the Effectivity of the Ombudsmans Office Marianne von der Esch Caroline Wieslander-Blücher St Petersburg April 26-28 2007

2. How to Increase the Effectivity of the Ombudsmans Office 1. To make sure to use the right statistic code(s) 1. To make sure to use the right statistic code(s)

3. How to Increase the Effectivity of the Ombudsmans Office 2.The lawyers in the staff must have a 2.The lawyers in the staff must have a very high competence very high competence Continuous further education is a must Continuous further education is a must

4. How to Increase the Effectivity of the Ombudsmans Office 3. The complaints must be all left in a 3. The complaints must be all left in a written form. written form. If impossible there must be a person If impossible there must be a person (persons) whose task is to provide a (persons) whose task is to provide a special blank ( a questionnaire) to the special blank ( a questionnaire) to the complaints to be filled in. complaints to be filled in.

5. How to Increase the Effectivity of the Ombudsmans Office 4. It is important to have the same form on 4. It is important to have the same form on the Ombudsmans Office website to be the Ombudsmans Office website to be easily filled in and sent easily filled in and sent

6. How to Increase the Effectivity of the Ombudsmans Office 5. If the complaint comes in by phone, the same form must be sent to the complainant or he/she must come and pick it in the office or on the Internet 5. If the complaint comes in by phone, the same form must be sent to the complainant or he/she must come and pick it in the office or on the Internet

7. How to Increase the Effectivity of the Ombudsmans Office 6. There must be a short and concise 6. There must be a short and concise description of the Ombudsmans description of the Ombudsmans functions, rights and liabilities for functions, rights and liabilities for journalists and public at large ready at journalists and public at large ready at hand hand

8. How to Increase the Effectivity of the Ombudsmans Office 7. It must be very clearly specified on the website and in the Office functions description what is and what is not the competence of the Ombudsman ( what is either outside their mandate) 7. It must be very clearly specified on the website and in the Office functions description what is and what is not the competence of the Ombudsman ( what is either outside their mandate)

9. How to Increase the Effectivity of the Ombudsmans Office 8. It is a must to have it absolutely clear 8. It is a must to have it absolutely clear who is doing what and when in the who is doing what and when in the office. It is important to have a special office. It is important to have a special instruction manual and administrative instruction manual and administrative directives,setting out the duties and directives,setting out the duties and tasks for everyone in the office. tasks for everyone in the office.

10. How to Increase the Effectivity of the Ombudsmans Office 9. Whenever ( and if) possible the complaint must be remitted to the agency that caused the complaint 9. Whenever ( and if) possible the complaint must be remitted to the agency that caused the complaint

11. How to Increase the Effectivity of the Ombudsmans Office 10. A permanently functioning ombudsmens and their staffs network enables the exchange of views, opinions and getting quick answers from the collegues in the branch ( analogical to one, established by the EU ombudsmen). 10. A permanently functioning ombudsmens and their staffs network enables the exchange of views, opinions and getting quick answers from the collegues in the branch ( analogical to one, established by the EU ombudsmen). One could arrange meetings twice a year with the representatives of the Trade Unions and the representatives of the employers. One could arrange meetings twice a year with the representatives of the Trade Unions and the representatives of the employers.

12. How to Increase the Effectivity of the Ombudsmans Office