1. Introduction

1.1 Purpose of the Evaluation

This report presents the results of the Evaluation of the Ombuds and Informal Resolution Services Office (OIRSO) within the Department of Justice Canada (Justice Canada). The evaluation was conducted in accordance with the Treasury Board Policy on Results (2016), which requires departments to measure and evaluate performance and use the resulting information to manage and improve programs, policies and services. The evaluation was undertaken by Justice Canada’s Evaluation Branch between August 2023 and April 2024, as per the 2023-2024 Departmental Integrated Audit and Evaluation Plan.

1.2 Evaluation Scope

The evaluation covers fiscal years from 2020-21 to 2022-23 and to the extent possible includes activities in 2023-24. The scope of the evaluation includes all the activities of OIRSO, including the Organizational Ombuds and the Informal Conflict Management System (ICMS).

Given this is the first evaluation of OIRSO, and the establishment of OIRSO is relatively new, with differing levels of implementation of its activities between ICMS and the Organizational Ombuds, the evaluation examined issues related to design and delivery, along with relevance, effectiveness and efficiency.

The scope of the evaluation was informed through a review of available information, as well as consultations with key internal stakeholders regarding issue areas and questions of interest. The work of the evaluation was guided by an Evaluation Working Group, consisting of key representatives from OIRSO.

As per the Treasury Board’s Policy on Results, the evaluation includes an assessment of the extent to which Gender-based Analysis (GBA) Plus was considered in the planning and delivery of services, as well as identifies barriers in accessing services from an Equity, Diversity and Inclusion (EDI) perspective.