Impact and Value in a time of finite resources

Update on plans to improve access to the civil justice system and ADR in the UK, including the UK Ministry of Justice’s proposals, changes to ADR Regulations by the UK Business Department, and the Law Society’s ‘21st Century Justice’ proposals.

Presentations on how ombudsman schemes are undertaking community outreach, virtual outreach, and community engagement programmes, particularly in Australia and New Zealand. 

Session on what organisations can do when their own resources are tight, to balance KPIs and Quality, and prevent public confidence being eroded.

Session on how members can measure impact, with a presentation from PSOW on the tools, technique, and data they are utilising. 

Roundtable style session to draw out how members ensure compliance, exploring the variation in different approaches and processes in relation to binding decisions, moral suasion, trust, and working with regulators / enforcement bodies.

Roundtable style session on the challenges members are facing in retaining staff, including financial constraints, and the potential solutions.

Presentation from Dr Laura Pickup on understanding human and organisational performance, to determine the issues that are causing mistakes and acting as barriers to learning in a way that supports rather than assigns blame. 

Presentation from Jon Fryer, British Library, on recovering from a cyber-attack and the lessons learnt.

Interactive session with Chris Gill on practical tools to identify vulnerability and support complainants.

Seminar to discuss how generative AI can be utilised to support staff to focus on decisions and added value.