Charlee Boon's Reflections on the Annual OA Conference 2024

As some will already know, last year I had the privilege of being involved in the planning and delivery of the 2023 Summer Seminar at the OA Conference in my former PHSO role. This month, I had a full circle moment and was involved in the planning and delivery of the 2024 OA Conference, leading on the communications, content and social media strategy. 

Despite the last-minute location and venue change from Cardiff to Bristol, along with a frantic reshuffling of our programme and guest speakers, we managed to rise to the occasion and deliver an excellent conference. The event brought together professionals, academics and stakeholders from across the four nations of the UK, Ireland, the Channel Islands, and the British Overseas Territories as well as from the Energy & Water Ombudsman for New South Wales. 

The 2-day conference, held in the heart of Bristol, was a melting pot of ideas, experiences, and innovative solutions aimed at enhancing public and private service delivery and accountability around the theme ‘Impact and Value in a time of finite resources’. The Summer Seminar this year took place after the final day of the conference, focusing on the hot topic of utilising technology and generative AI to assist caseworkers in focusing on added value. We hope attendees will agree that both the Conference and the Summer Seminar provided a truly thought-provoking experience. These events provided an opportunity for attendees to engage in discussions and debates on current trends and issues, network with others across the wider sector, and gain valuable insights from industry experts. Participants learned about driving improvements and developments across the evolving landscape of both the public and private sectors, as well as within their own organisations and individual roles. 

Key Takeaways

1. Embracing AI Transformation

One of the prominent themes of the conference was utilising AI transformation within ombudsman schemes. Speakers highlighted the necessity of integrating emerging technologies and data analytics to streamline complaint handling processes and improve service efficiency. It was particularly inspiring to see real-world examples where AI tools can reduce the burden on staff and flag areas for improvement within casework to grasp information quickly to focus investigations and use machine learning models to reduce resolution times and increase personalisation and customer engagement/satisfaction.

2. Enhancing Accessibility and Inclusivity

Ensuring that ombudsman services are accessible to all citizens was another critical discussion point. Sessions and panel discussions emphasised the importance of removing barriers for vulnerable populations, including those affected by trauma and mental health challenges. Innovative approaches, such as incorporating “human factors” within organisations, offered valuable insights into understanding the impact on different systems and processes. These approaches highlighted the importance of considering the human element in complex systems to prevent and mitigate risks and issues within organisations, providing a roadmap for making services more inclusive.

3. Strengthening Community Engagement

The conference also highlighted the role of community engagement in fostering trust and transparency through the community engagement programme implemented by the Energy & Water Ombudsman for New South Wales (EWON). Case studies from across Australia and New Zealand illustrated successful strategies for involving community members in the oversight and development of essential services. Engaging the public not only enhances trust but also provides valuable feedback that can drive continuous improvement.

4. Addressing Challenges and Overcoming Obstacles

No conference would be complete without addressing the challenges faced by ombudsman services. Budget constraints, political pressures, staff retention, cyberattacks and the increasing complexity of cases were identified as significant hurdles. However, the collaborative spirit of the conference provided a platform for sharing strategies and solutions to overcome these obstacles. The resilience and dedication of colleagues were evident in every discussion.

Memorable Moments

A few moments stood out during the conference that left a lasting impression:

• Keynote Address: Dr. Gabriel Scally’s session on driving and delivering cultural change and the future of public accountability within ombudsman services was highly insightful, reinforcing the need to be “compassionate” and build trust with those who are vulnerable. Mary Louise shared her lived experiences with the justice system and acute incidences of trauma, while Gary Broderick discussed a trauma-informed response, recognising vulnerability and using trauma awareness to provide a more effective service. Additionally, Janine Young’s talk on outreach, community engagement, and having an impact was inspiring and invaluable. It was an honour to have Janine attend our conference this year, especially since I had the privilege of starting my relationship with her during my previous role in Outreach at PHSO. Their insights into the evolving expectations of culture and engagement within public service providers set the tone for the rest of the conference.
   
• Networking / Conference Dinner: Both the networking and conference dinner provided a fantastic opportunity to connect with peers from different sectors and across different parts of the world. The exchange of conversations, ideas and experiences in an informal setting, whilst soaking in the sunshine on Brunel’s SS Great Britain Ship was a priceless experience.  
   
• Sessions on AI: The interactive sessions delivered by Wyser, the Motor Ombudsman (TMO) and the Financial Ombudsman Service (FOS) allowed participants to delve deeper into specific issues, such as how generative AI works, data privacy, ethical considerations in AI implementation and what the future holds for the ombudsman sector. These sessions were highly engaging and provided valuable insights, showing our conference attendees how they could implement emerging technologies within their own sectors to meet the growing demand for Ombudsman services. 

Conclusion

Not only attending but being part of the planning process with the OA Team to deliver the Annual OA 2024 conference was a profoundly enriching experience. It not only provided me with new insights and practical tools but also reinforced the importance of our collective mission to ensure fairness, transparency, and accountability in public and private services; providing a wonderful opportunity to network and engage with peers across different sectors. As we move forward, the lessons learned, and connections made during this conference will undoubtedly guide and inspire our efforts.

I look forward to hearing how colleagues implement the ideas and strategies discussed, and to continuing the conversations started in Bristol. Here’s to another year of progress and innovation within the complaints and redress landscape!

We hope everyone enjoyed their time in Bristol and found it valuable. For those interested, we’ve uploaded a selection of vox pops featuring attendees’ feedback on the sessions including key takeaways here. 

Thanks again, 

Charlee

On behalf of the OA Team