Following a period of consultation which ran from 13 December 2017 – 16 January 2018, the Legal Ombudsman produced its final business plan for 2018-19.
This plan marks the second year of our 2017-2020 strategy. Over the last year we have focused on a programme of modernisation covering our business process, flexible staffing, IT and telephony infrastructure and the development of a new case management system. The aim of this work has been to provide us with a framework for sustainable future performance.
This year’s business plan also sees the introduction of new KPIs which provide a better balance between timeliness, quality and organisational capability.
The full business plan can be viewed here.