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Minnesota Department of Transportation Ombudsman Program

Learn about the Minnesota Department of Transportation Ombudsman Program, an independent resource that helps resolve issues and provides feedback, with a neutral and informal approach.

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Minnesota Department of Transportation Ombudsman Program

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  1. Minnesota Department of Transportation OmbudsmanProgram 2010 APA Upper Midwest Planning Conference September 22, 2010

  2. What is an Ombudsman? An Ombudsman is a neutral, informal and independent resource put in place to assist complainants to resolve concerns

  3. What Does An Ombudsman Do? • Helps resolve problems and concerns by trying to identify and meet interests of all parties • Acts in a neutral, informal and independent manner • Can escalate an issue • Provides feedback to the organization so it can be proactive in resolving issues or avoid similar issues in the future

  4. What Will An Ombudsman Not Do? • Make or override decisions (only presents options) • Advocate for one party or point of view • Own any formal process or policy • Replace formal processes

  5. What is the Process? • Contact by - phone, e-mail or website • Ombudsman listens and clarifies the issue • Ombudsman will conduct informal fact-finding • Ombudsman listens to all sides • Options are generated • Pros and Cons of options are considered • Option pursued • Commissioner makes decision based on input on Ombudsman process

  6. What Are the Benefits of the Process? • All parties have an opportunity to be heard • A fresh look or perspective is available • Expertise in conflict resolution is provided • Focus on interests vs. positions • Creative options pursued

  7. Categories of Issues Heard Damage - Business Impacts - Noise Access - Drainage - Ethics/Integrity Consultant/Contractor Issues Program Design & Development

  8. Possible Resolutions • No Change/Education • Settlement • Changed/Modified Decision • Change in Policy or Process • Formal Action

  9. Challenges • Early Intervention • Recognize Conflict • Contract Specs/Contractor relationships • Tech Procedures/Policies • Legal

  10. Lessons Learned • Public Engagement • Business Impacts • Human Relations • Communication – (How We Make Decisions) • Expectations

  11. Case Examples • •Kaganovich- “Where did my trees go?” • Carol Lawrence- “Buy my house” • Grant Park- “I want a guardrail” • Two Harbors Chamber- “Don’t take our billboard” • Pequot Lakes- “You’re ruining my business” • Delores Bunker-”Don’t get my feet wet”

  12. Kaganovich: Before Our Trees Property line

  13. Kaganovich: After

  14. Carol Lawrence 62-X-Town 6124

  15. Grant Park-Aerial View

  16. Grant Park-Car Crash

  17. Two Harbors

  18. Pequot Lakes- “Bypass/No Bypass”

  19. Delores Bunker

  20. Delores Bunker

  21. How You Can Use the Ombudsman? • Tool • Angry Constituent • Constituents Stuck on a Position • Constrained by Process • Advice/Consultation • Public Engagement • Identifying Problem and Issues

  22. How You Can Use the Ombudsman? (cont.) • Problem Solving • Alternatives • Outside the Box • Adding Expertise • Political • Neutral • Reasonable

  23. Questions? Deb Ledvina Transportation Ombudsman Deb.ledvina@state.mn.us 651-366-3052 www.dot.state.mn.us/ombudsman

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