Poor communications and failure to explain decisions adequately are major sources of complaint from the public, according to the Ombudsman, Mr Kevin Murphy. "What ultimately legitimates the actions of public servants in our style of Western democracy is the acceptance by the public that public servants are acting in the overall public interest rather than in the self-serving interests of their own organisations," he said.
He cited cases which would not have ended up in his office "had the bodies concerned been more attentive to the need for good communication with their clients". Among these was that of the school bus system operated by the Department of Education.
The complaints about the system being unfair and discriminatory showed "the absolute need to publish the grounds on which exceptions may be made into standard rules". Three families in one area had been denied transport facilities granted to others, for reasons "not at all clear". In another locality ministerial intervention had led to a child being given transport who "on the face of it" was ineligible.
Mr Murphy said that he had asked the Department to introduce a system that was "both consistent and fair".