The Institution Introduction
Quality of government
The National Ombudsman can also contribute to the quality of government, by providing feedback as to how the authorities are performing their tasks. This is important for government organisations that want to do their work in a customer-friendly way and therefore attach great importance to high-quality policy implementation. Complaints are signals, constituting a valuable source of information for quality assurance. Observing the proper conduct criteria applied by the National Ombudsman can, in short, contribute to the rationality and legitimacy of public administration.
Authority
For the National Ombudsman to fulfil his role, he must be visible to the public, which must have confidence in his impartiality and methods. Where the government is concerned, it is important to note that the National Ombudsman's decisions are not legally enforceable. Respect for the authority of the National Ombudsman and his decisions is therefore of particular importance, if they are to have any impact at all. That authority is determined in the first instance by the quality of the work itself: a brisk and thorough investigation, well-reasoned decisions, and readable reports. High-quality work is a sine qua non, but not sufficient in itself. It is the internal mainstay, but the external one is also vital: political support for the National Ombudsman and public awareness of his work.