“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.