minnesota department of transportation ombudsman program 2010 apa upper midwest planning conference...
TRANSCRIPT
Minnesota Department of Transportation Ombudsman
Program
2010 APA Upper Midwest Planning Conference
September 22, 2010
What is an Ombudsman?
An Ombudsman is a neutral, informal and independent resource put in place to assist complainants to resolve concerns
What Does An Ombudsman Do?
• Helps resolve problems and concerns by trying to identify and meet interests of all parties
• Acts in a neutral, informal and independent manner
• Can escalate an issue
• Provides feedback to the organization so it can be proactive in resolving issues or avoid similar issues in the future
What Will An Ombudsman Not Do?
• Make or override decisions (only presents options) • Advocate for one party or point of view• Own any formal process or policy• Replace formal processes
What is the Process?• Contact by - phone, e-mail or website• Ombudsman listens and clarifies the issue• Ombudsman will conduct informal fact-finding• Ombudsman listens to all sides• Options are generated• Pros and Cons of options are considered• Option pursued• Commissioner makes decision based on input on
Ombudsman process
What Are the Benefits of the Process?
• All parties have an opportunity to be heard• A fresh look or perspective is available • Expertise in conflict resolution is provided• Focus on interests vs. positions • Creative options pursued
Categories of Issues Heard
- Damage - Business Impacts - Noise- Access - Drainage -
Ethics/Integrity- Consultant/Contractor Issues- Program Design & Development
Possible Resolutions
• No Change/Education• Settlement• Changed/Modified Decision• Change in Policy or Process• Formal Action
Challenges• Early Intervention• Recognize Conflict• Contract Specs/Contractor relationships• Tech Procedures/Policies• Legal
Lessons Learned
– Public Engagement – Business Impacts– Human Relations – Communication – (How We Make Decisions)– Expectations
Case Examples•Kaganovich- “Where did my trees go?”
•Carol Lawrence- “Buy my house”
•Grant Park- “I want a guardrail”
•Two Harbors Chamber- “Don’t take our billboard”
•Pequot Lakes- “You’re ruining my business”
•Delores Bunker-”Don’t get my feet wet”
Kaganovich: Before
Our Trees
Property line
Kaganovich: After
Carol Lawrence 62-X-Town
6124
Grant Park-Aerial View
Grant Park-Car Crash
Two Harbors
Pequot Lakes- “Bypass/No Bypass”
Delores Bunker
Delores Bunker
How You Can Use the Ombudsman?
• Tool– Angry Constituent– Constituents Stuck on a Position– Constrained by Process
• Advice/Consultation– Public Engagement– Identifying Problem and Issues
How You Can Use the Ombudsman? (cont.)
• Problem Solving– Alternatives – Outside the Box– Adding Expertise
• Political– Neutral– Reasonable
