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Chief Ombudsman's Message


Welcome to Issue 11 of The Circular.

On 1 July 2012 we introduced our new organisational structure and our 2012-2015 Strategic Plan. The organisational changes have been made to build on our technical expertise and operational capabilities.

Our new Strategic Plan and associated 2012-2013 Business Plan, together with the organisational changes, will ensure FOS is well positioned to respond to the challenges we face and achieve the objectives we have set.

In summary, we have created a new Senior Leadership Group that includes our newly appointed Executive General Managers (EGMs) and our Lead Ombudsmen. The EGMs will manage the operations of our dispute resolution teams and oversee the area of strategy and business operations. To ensure we maintain a strong technical focus, our three Lead Ombudsmen will focus on decision making in more complex disputes, building the technical expertise of staff and building relationships with our stakeholders.

Our vision for the next three years is to build excellent service into everything we do. We have identified three focus areas:

  • delivering a more efficient and effective dispute resolution service
  • enhancing our public role and stakeholder engagement
  • ensuring organisational development and sustainability.

Within each of these focus areas we have developed a set of initiatives that will see us deliver on our vision. In our first year we are focusing on a small number of our most important priorities to improve our core dispute services, deal with dispute backlogs and embed an early resolution mindset across FOS.

Please click here to view our 2012-2015 Strategic Plan, including our 2012-2013 Business Plan.

Shane Tregillis