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  Sponsors
national audit office

lse - public policy group
Oxford Internet Institute
UCL - Department of Political Science - School of Public Policy
  Access our reports
Information Exchange between Citizens and the Department of Work and Pensions (2008/09) click here
Government on the Internet (2007) click here
Achieving Innovation (2006) click here
Citizen Redress (2005) click here
Difficult Forms (2003) click here
Progress in implementing e-government in England (2002) click here
Government on the Web (2002) click here
Government on the Web (1999) click here

  Citizen Redress
We were commissioned by the UK National Audit Office to produce a value for money report on the range and scale of redress options for citizens when things go wrong with public services. This report looks at redress across government as a whole, and covers the handling of administrative complaints, appeals, tribunals, Ombudsmen services, and compensation arrangements.

 To view the contents of Citizen Redress, please use the links below:

Full Report »» (1,562kb/pdf)
Executive Summary »» (214kb/pdf)
Website Survey and Results »» (316kb/pdf)
Focus Group Report »» (230kb/pdf)
Mystery Shopper Exercise »» (165kb/pdf)
National press coverage of Citizen Redress from 9th March »» (20kb/pdf)


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