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Ombudsman to Speak at the International Ombudsman Association Annual Conference

7 April 2007

Frank Fowlie

“Using Analytical Data to Evaluate the Performance of an Ombudsman Office – A Case Study”

Frank Fowlie, MACAM, Ombudsman, The Internet Corporation for Assigned Names and

Numbers (ICANN), Marina del Rey, CA

John W. Zinsser, Principal, Pacifica Human Communications LLC, Charleston, SC

This session will introduce a self-assessment tool and process which may be used by any

Ombudsman Office to measure and demonstrate performance. The process involves

comparing your operations against a number of criteria which have been drawn from the

literature. The second step in the process is a peer or third party review of your results to

test integrity of the assessment.

Frank Fowlie