Plan and Objectives 2011–2012
VISION
Our vision is of enhanced public confidence in high quality, continually improving public services in Scotland which consistently meet the highest standards of public administration. We aim to bring this about by providing a trusted, effective and efficient complaint handling service which remedies injustice for individuals resulting from maladministration or service failure.
VALUES
We aim to be:
- courteous, considerate and respectful of people’s rights;
- independent, impartial, fair and expert in responding to complaints;
- accessible to all, and responsive to the needs of our users: complainants and service providers;
- collaborative in our work with service providers, policy makers and other stakeholders;
- open, accountable and proportionate about our work and governance, ensuring stakeholders understand our role and have confidence in our work;
- a best value organisation which is efficient, effective, flexible, and makes good use of resources; and
- best practice employers with well trained and highly motivated staff.
Business Plan 2011-12
Our key priorities are to:
- deliver an efficient and effective complaints handling service, working to stretching but achievable targets, continuously building quality and accessibility;
- share strategic lessons from our casework with service providers and appropriate scrutiny bodies; ensure service providers implement SPSO recommendations; and use communications tools effectively to promote understanding of the SPSO;
- through the Complaints Standards Authority and training and outreach activities, build and coordinate sectoral complaints handling networks and facilitate the sharing of good practice in complaints handling;
- lead the simplification and standardisation of complaints handling by working in partnership to develop and implement model Complaints Handling Procedures, based upon the SPSO Statement of Complaints Handling Principles and Guidance on a Model Complaints Handling Procedure, prioritising the local authority sector; and
- deliver operational efficiency, effectiveness and accountability through clearly defined priorities, performance measures and resources that meet business needs, while supporting development of new areas of business.