S2 Ep4: with Mariette Hughes, Ombudsman for SCOAF

For our November edition of ⁠That OA Thing⁠, we were delighted to welcome our fifth guest of the season, Mariette Hughes, the Service Complaints Ombudsman for the Armed Forces (SCOAF).
Under Mariette’s leadership, SCOAF has achieved it’s highest performance to date, surpassing timeliness KPIs and eliminating SCOAF’s backlog. In 2022, SCOAF achieved 94% timeliness rate, improving to a flawless 100% in 2023.
This performance, alongside efforts to change previously negative perceptions of the complaints process and empower service personnel through an extensive outreach and education programme which led to enhancing the awareness of the Ombudsman’s role, contributed to Mariette’s Outstanding Contribution Award nomination.
In this episode, Mariette’s talks about achieving their highest performance to date, surpassing timeliness KPIs, eliminating SCOAF’s backlog, and winning the 2024 OCA this year.
Click on the links below to listen:
🎵 Spotify: open.spotify.c...
We hope you enjoy the episode!