Post by Mary not logged in on Jun 27, 2007 12:55:36 GMT -5
Ontario government over-promises but underperforms: ombudsman
June 27, 2007 - 13:26
By: KEITH LESLIE
TORONTO (CP) - The Ontario government's credibility is "dying a slow death" because ministries and provincial agencies ignore problems and instead boast about their strong performances, Ombudsman Andre Marin said Wednesday.
Marin compared his report on government to report cards for students, and said even though he doesn't usually title them, he was tempted to label this one "The Year of Over-promising and Under-delivering."
"Certainly, for lofty ambitions I would give them an A," Marin said after releasing his report. "But for actually delivering on those lofty ambitions I would give them a C."
The ombudsman said all too often, when a provincial ministry, agency or board is described as incompetent by the public, its reaction is to sideline the issue and proclaim itself as world-class or an international leader.
Ontario's Municipal Property Assessment Corp. bragged that it was a "global leader" until Marin's investigation called it "an arrogant, cutthroat agency with little regard for homeowners."
Marin said his office exposed similar "delusions" held by the Family Responsibility Office, the Ministry of Children and Youth Services, the Criminal Injuries Compensation Board and the Ontario Lottery and Gaming Corp.
He said they all presented a proud public face when in reality "they were callously ignoring the suffering of the very people that they were obligated to serve."
Marin also found some of the agencies have not responded well to special ombudsman's reports issued over the past year.
"It reminded me of Muhammad Ali when he said, 'I'm the greatest and I said that even before I was,"' he said.
"The difference is of course that he floated like a butterfly, and those Ontarians who've dealt with these agencies felt more like they dealt with a 10-pound brick than a butterfly."
Marin called the practice of over-promising and under-delivering "puffery," and said it undermines the public's trust in government.
"If organizations fall into the trap of believing their own hype, they can become complacent and lose the urge for self-improvement," he wrote.
"Puffery can become a shield for inertia and apathy. If governments and their agencies believe they can hustle the public, they will be tempted to leave their programs under-resourced and flawed."
Marin also found myriad examples of "a rigid, unthinking adherence to pre-established rules" within government, even when their applications make little sense.
For example, a mother suffering from multiple sclerosis had her special diet allowance under the Ontario Disability Support Program slashed from $250 a month to $20 because her doctor failed to check off the right section on a form.
"Strict adherence to rules turned a minor error into a major health problem for this mother of three," Marin noted.
NDP critic Paul Ferreira said Premier Dalton McGuinty and the Liberal government are directly to blame for the problems uncovered by the ombudsman.
"He is the premier that has over-promised and under-delivered, and the report today makes that abundantly clear," Ferreira said.
"Dalton McGuinty's credibility gap has just expanded another mile."
In his annual report, Marin again said his office should have the power to investigate police, municipalities, universities, schools, hospitals and all other institutions funded by the provincial government.
"Ontario remains the only province in Canada where citizens cannot turn to their ombudsman if they have a problem with Children's Aid societies," he wrote.
"The situation is similar for hospitals, long-term care facilities, school boards or police.
"This is a downright embarrassing situation for Ontario."
Marin will hold an online chat Thursday at 1 p.m. ET to answer questions from the public about his annual report. To register, go to www.ombudsman.on.ca.
June 27, 2007 - 13:26
By: KEITH LESLIE
TORONTO (CP) - The Ontario government's credibility is "dying a slow death" because ministries and provincial agencies ignore problems and instead boast about their strong performances, Ombudsman Andre Marin said Wednesday.
Marin compared his report on government to report cards for students, and said even though he doesn't usually title them, he was tempted to label this one "The Year of Over-promising and Under-delivering."
"Certainly, for lofty ambitions I would give them an A," Marin said after releasing his report. "But for actually delivering on those lofty ambitions I would give them a C."
The ombudsman said all too often, when a provincial ministry, agency or board is described as incompetent by the public, its reaction is to sideline the issue and proclaim itself as world-class or an international leader.
Ontario's Municipal Property Assessment Corp. bragged that it was a "global leader" until Marin's investigation called it "an arrogant, cutthroat agency with little regard for homeowners."
Marin said his office exposed similar "delusions" held by the Family Responsibility Office, the Ministry of Children and Youth Services, the Criminal Injuries Compensation Board and the Ontario Lottery and Gaming Corp.
He said they all presented a proud public face when in reality "they were callously ignoring the suffering of the very people that they were obligated to serve."
Marin also found some of the agencies have not responded well to special ombudsman's reports issued over the past year.
"It reminded me of Muhammad Ali when he said, 'I'm the greatest and I said that even before I was,"' he said.
"The difference is of course that he floated like a butterfly, and those Ontarians who've dealt with these agencies felt more like they dealt with a 10-pound brick than a butterfly."
Marin called the practice of over-promising and under-delivering "puffery," and said it undermines the public's trust in government.
"If organizations fall into the trap of believing their own hype, they can become complacent and lose the urge for self-improvement," he wrote.
"Puffery can become a shield for inertia and apathy. If governments and their agencies believe they can hustle the public, they will be tempted to leave their programs under-resourced and flawed."
Marin also found myriad examples of "a rigid, unthinking adherence to pre-established rules" within government, even when their applications make little sense.
For example, a mother suffering from multiple sclerosis had her special diet allowance under the Ontario Disability Support Program slashed from $250 a month to $20 because her doctor failed to check off the right section on a form.
"Strict adherence to rules turned a minor error into a major health problem for this mother of three," Marin noted.
NDP critic Paul Ferreira said Premier Dalton McGuinty and the Liberal government are directly to blame for the problems uncovered by the ombudsman.
"He is the premier that has over-promised and under-delivered, and the report today makes that abundantly clear," Ferreira said.
"Dalton McGuinty's credibility gap has just expanded another mile."
In his annual report, Marin again said his office should have the power to investigate police, municipalities, universities, schools, hospitals and all other institutions funded by the provincial government.
"Ontario remains the only province in Canada where citizens cannot turn to their ombudsman if they have a problem with Children's Aid societies," he wrote.
"The situation is similar for hospitals, long-term care facilities, school boards or police.
"This is a downright embarrassing situation for Ontario."
Marin will hold an online chat Thursday at 1 p.m. ET to answer questions from the public about his annual report. To register, go to www.ombudsman.on.ca.