Title: Integrating System Design and Policies for an Effective Ombudsman Complaint Management System in Ethiopia
Authors: Dereje Biru Kitila
Volume: 9
Issue: 10
Pages: 292-304
Publication Date: 2025/10/28
Abstract:
This study aims to evaluate the effectiveness of the Ombudsman complaint management system in Ethiopia using a mixed-methods research design. It combines qualitative interviews and focus group discussions with quantitative surveys to gather comprehensive insights from stakeholders, including Ombudsman staff and complainants. The findings reveal strengths in accessibility and technology use, while highlighting weaknesses in navigation and information clarity. Regression analysis indicates a strong positive correlation between system design, policy integration, accountability, and the effectiveness of the complaint management system, although low R Square values suggest other influencing factors. Recommendations include improving the user interface, enhancing multilingual support, and investing in staff training. Overall, the study underscores the need for continuous evaluation and enhancement of the system to foster public trust and satisfaction.