Chief Operating Officer
In a world where technology is evolving at lightning speed and people’s expectations are higher than ever, every organisation must adapt or risk falling behind.
The Parliamentary and Health Service Ombudsman is no exception. That’s why we recently launched our new digital, data and technology strategy. Drawing on what people who use our service told us they want from an ombudsman, the strategy charts our course for the next five years.
It sets the direction over the next five years for how we will use technology and data to improve both the service we offer and the public services we investigate.
Four bold objectives
Our digital, data and technology strategy has four bold objectives:
- Lead the way as a digital Ombudsman
We will provide a full digital service from the moment people first hear about us to when their complaint is resolved. - Embrace data-driven insights
We will use data to deliver better complaint handling, predict demands and spot trends to improve public services. - Be efficient, secure and sustainable
Our technology will be efficient, secure by design and sustainable, reducing our carbon footprint. - Build digital confidence
We're not just upgrading our technology, we're empowering our colleagues with digital confidence - equipping them with the tools and support they need to simplify service delivery and work more effectively.
Where we are now and where we want to be
Our strategy sets out clear principles to bring these objectives to life. But it's not just about principles - it's about real, tangible changes.
We've already taken our first steps towards getting the foundations in place, including:
- a new and improved casework decisions website that simplifies how people engage with our casework, making it more transparent and accessible
- a user-focused approach to the way we work, looking at how we can transform the way we manage our casework to provide a multi-channel service
- developing our data capabilities to enable more efficient data integration with NHS organisations and streamline the complaints process
- testing the waters with AI to discover how it can revolutionise our processes and the way we manage data, helping help us work more efficiently.
In the coming years we want to deliver:
- an end-to-end digital service with multi-channel casework processes and user-friendly self-service platforms
- data-driven dashboards to gain deeper insights into the complaints we see, putting powerful information at our fingertips
- next-level transparency, by automatically publishing all our decisions.
Our digital, data and technology strategy is the cornerstone of our transformation programme. As we move forward, these changes will ensure that we're not just an effective service, but a modern organisation fit for the 21st century.
Could you lead us on our digital transformation journey?
To help us achieve these bold aims, we’re seeking a Chief Digital and Information Officer with the vision to lead us on our digital transformation journey.
There are so many exciting developments in this space that will make a huge difference to the people who use our service. Combining the power of complaints with the power of technology, this role will play a key part in fostering better relationships between people and public services.
We’re looking for a strategic and authentic digital leader to join our Executive Team and be the driving force in our transformation journey to become a world class ombudsman service. If you love a challenge, value innovation and want to make a real impact in public service, this is an incredibly exciting time to join our organisation.
We welcome applications from people from all backgrounds to join our diverse and inclusive workforce. Find out more about the role and how to apply.
