We are publishing today our Strategic Plan for 2026–2029, setting out our priorities for the next three years and our ambition to deliver a stronger service with better impact for the people of Wales.
The new Plan has been shaped by evidence and insights from across the organisation, alongside feedback gathered during our public consultation. It responds to key opportunities and challenges, including rising demand for our service, the need to improve access for under-represented groups, and the importance of using data, digital tools and innovative technology to strengthen impact.
The Strategic Plan sets out an ambitious programme of work built around four Strategic Aims, focusing on:
- delivering justice with positive impact for people in Wales.
- influencing systemic improvement across public services and supporting high standards of conduct in local government.
- strengthening access and impact for those who need our service most.
- ensuring we are a resilient, agile and accountable organisation.
The Plan places strong emphasis on capturing and communicating impact of our work. It also highlights the importance of accessibility, fairness, outreach, better use of data and the responsible use of AI and other technology.
Publishing the Plan, Michelle Morris, Public Services Ombudsman for Wales, said:
As we mark twenty years of the Ombudsman’s service to Wales, this Strategic Plan sets a clear direction for the future of our office. It reflects how our role has evolved, the challenges we know people face when things go wrong in public services, and our ambition to deliver a stronger, more proactive and more impactful service for the people of Wales.
Our focus over the next three years will be on improving access to justice, using our powers and data more effectively, listening to lived experience, and working with others to drive improvement across public services and standards of conduct in local government. Above all, this Plan is about making a real difference to individuals, to public services and to democratic life in Wales.