Citizens of Alaska have a recourse when they encounter what they consider improper government action: The Alaska State Ombudsman’s Office. The Office’s website at https://ombud.alaska.gov/ provides straightforward information about the role of the Ombudsman and through its i-Sight program a citizen can submit a complaint, with the option of keeping personal information confidential.
For the public, the program is clean and simple to use, with a tracking bar at the top of each page showing progress. For agency staff, i-Sight replaced a legacy Complaint Case Management System. Wostmann’s role was to assist the Ombudsman’s office in defining the requirements of the system, from the must-haves to those that would be nice but were not essential. Wostmann used these requirements to conduct market research and a cost analysis, with identification of the frontrunners. Wostmann assisted the state with the procurement and provided oversight and consulting supporting during implementation.
Deliverables: Requirements for new system, procurement support, new system in place.
The public can make a confidential complaint about state agencies through the online complaint portal.