Annex 5: Interview Guides

Annex 5: Interview Guides

Office of the Veterans Ombudsman

Thank you for agreeing to participate in an interview. Goss Gilroy Inc. (GGI) was contracted to undertake the evaluation of the Office of the Veterans Ombudsman (OVO) to assess its relevance and performance (effectiveness and efficiency). The findings and recommendations of the evaluation will be used by the OVO to further improve program implementation and, if needed, make the necessary course corrections.

Your participation in this interview is voluntary and confidential, in accordance with the Privacy Act. The answers and comments provided by respondents will be aggregated and not attributed to any individuals. Aggregated data may be shared with the Office of the Veterans Ombudsman and/or Veterans Affairs Canada. Personal information collected will not be used for any administrative purpose or purpose other than the evaluation.

Introduction

Please indicate briefly your position, role and length of time with the organization.

Please respond to any of the questions below that you wish to comment on. Not all questions may be relevant for you.

Effectiveness

  1. Are Veterans/clients aware of and accessing the OVO?
    • How does the OVO engage with Veterans groups on a regular basis? To what effect?
  2. To what degree are Veteran/client complaints being resolved?
    • Overall, how successful is the OVO in getting VAC to resolve complaints brought to its attention?
    • What are the key barriers in the OVO’s ability to resolve complaints?
  3. To what extent do the topics for systemic investigations address issues of concern to Veterans/clients? Please provide examples.
  4. What has been the impact of the advice/recommendations provided to the Minister of Veterans Affairs and Parliamentary Committees? Please provide examples.
  5. To your knowledge, has the OVO’s work led to unexpected outcomes? Please provide examples.

Effectiveness

  1. What are your views on the new performance measurement strategy? Will it be able to articulate the performance story of the OVO? When will it been implemented?
  2. Over the last few years, has the OVO’s performance data been reliable, timely, and valid?
  3. To what extent has performance information been reported and used in decision-making?
  4. Does the OVO have the right tools and processes for efficient delivery?
  5. Do staff members have the required capacities, and are they being retained, to promote efficient delivery, e.g., communication and frontline staff?
  6. Has the OVO’s management approach (e.g. direction and processes) been strategic and adapted appropriately over time?
  7. Is the governance structure in the OVO appropriate and efficient for achieving expected outcomes (e.g., organizational structure, powers, funding model, reporting relationships, succession plans)?
  8. Are there alternative structures or delivery options (e.g., powers, tools) that would enhance the effectiveness and efficiency of the OVO?
  9. Do you have additional comments?

Relevance

  1. What were the factors /considerations that shaped the OVO’s mandate when it was first established? How has this changed over time?
  2. In your view, what unique needs are met by the OVO within the context of its current mandate?
    1. What type of issues / complaints received by the OVO cannot be addressed within the current mandate?
  3. What are the other bodies/organizations that address Veterans’/clients’ concerns /complaints? Is there overlap or duplication with the OVO? Are there gaps?
  4. How have the needs of Veterans changed over time? Has the OVO been able to respond to these changing needs?
  5. Does the OVO have an adequate level of independence to fulfil its mandate and/or meet Veterans’ needs?
    1. How does the OVO’s mandate and powers compare to other ombudsman offices?

Thank you very much for your input

Veterans Affairs Canada

Thank you for agreeing to participate in an interview. Goss Gilroy Inc. (GGI) was contracted to undertake the evaluation of the Office of the Veterans Ombudsman (OVO) to assess its relevance and performance (effectiveness and efficiency). The findings and recommendations of the evaluation will be used by the OVO to further improve program implementation and, if needed, make the necessary course corrections.

Your participation in this interview is voluntary and confidential, in accordance with the Privacy Act. The answers and comments provided by respondents will be aggregated and not attributed to any individuals. Aggregated data may be shared with the Office of the Veterans Ombudsman and/or Veterans Affairs Canada. Personal information collected will not be used for any administrative purpose or purpose other than the evaluation.

Introduction

Please indicate briefly your position, role and length of time with the organization.

Please respond to any of the questions below that you wish to comment on. Not all questions may be relevant for you.

Effectiveness

  1. Do you think Veterans/clients are aware of and accessing the OVO?
  2. Do you think Veterans are treated respectfully and fairly by the OVO?
  3. In your opinion, overall, how successful has VAC been in resolving complaints brought to its attention by the OVO?
  4. To what extent do the topics for systemic investigations address issues of concern to Veterans/clients? Please provide examples.
  5. What has been the impact of the OVO advice/recommendations provided to the Minister of Veterans Affairs and Parliamentary Committees? Please provide examples.
  6. To your knowledge, are there barriers that affect the OVO’s level of success?
  7. Has the OVO’s work led to unexpected outcomes?

Efficiency

  1. In your view, is the performance of the OVO reported and used in decision-making? Do you think the OVO’s performance data is reliable, timely, and valid?
  2. Does the OVO have the right tools and processes for efficient delivery?
  3. Does the OVO’s governance structure and management approach facilitate or impede its success? Has the OVO’s approach been strategic and adapted appropriately over time?
  4. Do you have additional comments?

Relevance

  1. What were the factors /considerations that shaped the OVO’s mandate when it was first established? How has this changed over time?
  2. In your view, what unique needs are met by the OVO? Is this a required and appropriate role?
  3. What are the other bodies/organizations that address Veterans’/clients’ concerns /complaints? Is there overlap or duplication with the OVO? Are there gaps?
  4. How have the needs of Veterans changed over time? Has the OVO been able to respond to these changing needs?
  5. Does the OVO have an adequate level of independence to fulfil its mandate?

Thank you very much for your input 

Veterans Stakeholders

Thank you for agreeing to participate in an interview. Goss Gilroy Inc. (GGI) was contracted to undertake an independent evaluation of the Office of the Veterans Ombudsman (OVO) to assess its relevance and performance (effectiveness and efficiency). The findings and recommendations of the evaluation will be used by the OVO to further improve program implementation and, if needed, make the necessary course corrections.

Your participation in this interview is voluntary and confidential, in accordance with the Privacy Act. The answers and comments provided by respondents will be aggregated and not attributed to any individuals. Aggregated data may be shared with the Office of the Veterans Ombudsman and/or Veterans Affairs Canada. Personal information collected will not be used for any administrative purpose or purpose other than the evaluation.

Introduction

Please tell me a little bit about yourself and how you are engaged with or aware of the OVO?

Please respond to any of the questions below that you wish to comment on. Not all questions may be relevant for you.

Relevance

  1. What are the needs and expectations of Veterans/clients for an Ombudsman?
  2. To what degree do you think the OVO is currently meeting these needs? Why/why not?
  3. Are there other bodies or organizations that also address Veterans’ needs? How are these different from the OVO? Are there any gaps in meeting Veterans’ needs?
  4. How have the needs of Veterans changed over time? Has the OVO been able to respond to these changing needs?
  5. Is there an appropriate level of independence for the OVO?

Effectiveness

  1. Do you think Veterans/clients are aware of and accessing the OVO?
  2. Do you think Veterans are being treated respectfully and fairly by the OVO?
  3. Are Veterans’ issues/complaints being resolved by the OVO? If not, please indicate why you think they are not being resolved.
  4. If relevant to you, do you think the OVO engages with Veterans groups appropriately?
  5. If relevant to you, what do you think has been the impact of the advice/recommendations provided by the OVO to the Minister of Veterans Affairs and Parliamentary Committees?
  6. Do you have any additional comments?

Thank you very much for your input

 
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