The National ombudsman of the Netherlands believes in the importance of learning from one another. That is why, in collaboration with Ombudsman institutions worldwide, a paper has been written on the topic of outreach. Reaching out to groups and communities that do not actively engage with the Ombudsman’s services, but for whom those services could be highly valuable.

As an Ombudsman, you operate between government and citizens, aiming to improve the relationship between the two. Reaching diverse groups and communities within society is therefore crucial, particularly those for whom participation in society is not self-evident and comes with challenges. Such as people in vulnerable living conditions, whose voices are not being heard. Too often, these groups are forgotten, left behind, or even systematically disadvantaged by policy. It is the Ombudsman's responsibility to bring the needs and interests of these groups to the government’s attention and to make them a priority. This is essential for promoting an inclusive society.

Therefore it is essential for Ombudsmen around the world to stay well connected with these groups and communities. The more consciously an Ombudsman directs their strategies and methods toward reaching those who need them most, the more they can help foster inclusivity and improve the relationship between the government and its citizens.

This Best Practice Paper presents a global exchange of practices among participating ombuds institutions regarding outreach. The purpose of this exchange is to provide ombuds institutions with new insights and to inspire them to better reach different groups and communities within their societies. The paper is based on contributions from ombuds institutions across the globe. Seventeen countries, including The National ombudsman of the Netherlands, have shown how they reach groups and communities in vulnerable positions.

The paper focuses on three key questions:

1. What does outreach mean to the participating ombuds institutions?
2. Whom do they want to reach out to, and how do they identify these groups or communities?
3. How do they organize outreach? And what key factors do they consider when choosing their methods?

This paper is intended as a source of inspiration to continue reflecting together on outreach, to further exchange ideas, and potentially to develop new practices.

Bijlagen

Outreach practices from Ombudsman around the world

La Casa Salazar de La Palma se llena de talento femenino con Ilustradoras&Ilustradas

Una muestra única donde el arte y la igualdad se dan la mano.

Esta exposición es fruto de la colaboración entre la Diputación del Común y la Fundación Cine+Cómic, con el claro propósito de visibilizar el talento de las mujeres en espacios culturales donde aún están infrarrepresentadas.

Lola Padrón, aseguró en el acto de inauguración, que » esto no es solo una exposición de arte, sino un paso firme hacia la igualdad en la cultura, demostrando el talento y la capacidad de nuestras creadoras y abriendo caminos para las futuras generaciones».

Casa Salazar, La Palma

Equality, non-discrimination and racism Children, youth and older people

When 02 June 2025 - 04 June 2025

Where Madrid, Spain

External event

From 2 to 4 June, policymakers, practitioners, academics and civil society meet at the World Congress on Justice with Children 2025 in Madrid. The focus will be on advancing child-centred justice, preventing and responding to violence affecting children in child justice systems.

The Parliamentary Ombudsman, Judge Joseph Zammit McKeon, delivered the concluding remarks at the round table conference “The Ripple Effect of AI in the Labour Market” held in Valletta. The event was organised by the Malta Chamber of Commerce, the General Workers Union, and the Malta Business Bureau as part of the EU-funded TransFormWork II project, which aims to promote a just transition toward the work of the future through better and more effective regulation of artificial intelligence.

In his address, the Ombudsman stated that artificial intelligence, like all aspects of modern governance and technology, is not exempt from the rule of law. He underlined that AI must respect international and domestic human rights standards, particularly with regard to the protection of the vulnerable.

Judge Zammit McKeon stressed that AI cannot be permitted to enable discriminatory practices or to take decisions that negatively impact people’s lives. Any use of AI that falls short of the standards of human dignity, fairness, and legality must be categorically rejected.

He referred to key legal frameworks that underpin this principle, notably Article 8(1) of the European Convention on Human Rights and Articles 7 and 8 of the EU Charter of Fundamental Rights. In this context, he cited a landmark decision by the District Court of The Hague (5 February 2020), which found the Dutch government’s SyRI system—a risk model developed to combat social security fraud—to be in violation of the right to privacy under Article 8 of the ECHR. The case illustrated how opaque and unchecked AI systems can encroach upon individual rights when not subjected to transparency and due process safeguards.

The Ombudsman highlighted Malta’s role within the broader European context, referring to the Council of Europe’s Framework Convention on Artificial Intelligence, Human Rights, Democracy and the Rule of Law, adopted on 17 May 2024. This is the world’s first legally binding treaty aimed at ensuring that AI is developed and deployed in a way that upholds core democratic values and human rights. He underscored the importance of accountability, non-discrimination, transparency, and democratic oversight in the governance of AI systems, stressing that independent mechanisms must be in place to ensure compliance and redress where harm occurs.

Turning to the European Union’s Artificial Intelligence Act, which began to come into force in 2024, the Ombudsman explained how this comprehensive regulation categorises AI systems by levels of risk and sets specific obligations for each. High-risk systems, such as those used in education, employment, and law enforcement, will be subject to rigorous scrutiny and oversight. He also referred to the key role of the Malta Digital Innovation Authority (MDIA) and the Information and Data Protection Commissioner (IDPC) in ensuring local compliance, particularly in sectors where AI intersects with fundamental rights.

Judge Zammit McKeon concluded by reiterating the need for a rights-based, human-centric approach to AI. He warned that Malta’s institutions must remain vigilant, proactive, and inclusive in implementing regulatory frameworks and urged for continued public discussion on the ethical implications of AI. He drew attention to his previous contributions on the subject, including a presentation delivered in Cyprus and an article published in the Times of Malta in March 2025 titled Artificial Intelligence and Human Rights.

The round table conference brought together a range of stakeholders and experts. Opening the event, Malta Chamber Deputy President Mark Bajada stressed the need for an ethical approach to AI to improve public service delivery. Malta Business Bureau CEO Mario Xuereb emphasised that AI is now central to modern life and work and no longer optional. Riccarda Darmanin from the General Workers Union highlighted the divide between businesses already applying AI and those still unsure how to integrate it, calling for inclusive solutions. MDIA’s Neil Micallef presented Malta’s readiness to implement the EU AI Act, while University Professor Alexiei Dingli discussed embedding AI in the national economy. The economic impact of AI on Malta’s labour market was addressed by IMF officials Kotaro Ishi and Thomas Gade, and University Lecturer Dr Dylan Seychell gave practical examples of AI in journalism, tourism, and public services.

The session was moderated by Rachel Bondi Attard, Head of Communications and Strategy at the Malta Chamber.

Anlässlich der Diskussion des Jahresberichts 2024 der Volksanwaltschaft im Nationalrat äußerte die scheidende Volksanwältin MMag. Elisabeth Schwetz eine Empfehlung an die Behörden: „Der wesentliche Schlüssel zu einer guten Verwaltung liegt in der Kommunikation mit den Menschen.“ Kommunikation müsse auf Augenhöhe erfolgen. „Behörden müssen auch als Übersetzer der rechtlichen Normen wirken, welche die Grundlagen ihrer Arbeit sind, und mit den Bürgern sprechen“, so Volksanwältin Schwetz.

Diesen Zugang habe sie schon als Behördenleiterin ihren Mitarbeiterinnen und Mitarbeitern zu vermitteln versucht. „Denn Kunden im täglichen Geschäftsverkehr können sich ein anderes Geschäft suchen, wenn sie mit der Leistung nicht zufrieden sind. Kunden der Verwaltungsbehörden müssen im Regelfall Kunde der jeweiligen Behörde bleiben, denn es gibt sachliche und örtliche Zuständigkeiten“, führt Schwetz weiter aus. Wo dies zu kurz gekommen sei, habe auch die Volksanwaltschaft diese Übersetzungsfunktion schon oft übernommen, schloss die Volksanwältin: „Das Vertrauen der Menschen, die sich an die Volksanwaltschaft wenden, bedeutet eine große Verantwortung, die ich sehr gerne wahrgenommen habe.“