Consistency, Responsiveness and Diligence    We respond to complaints quickly. If we can’t help, we’ll explain why, and if possible, suggest alternative action We produce timely and high quality work We develop our skills to improve service and become a catalyst for change in promoting good governance and human rights. Culture and Rule of Law   We respect and value Fa’aSamoa We operate within the laws of the Independent State of Samoa. PART 2: DIVISIONAL PERFORMANCE FOR FINANCIAL YEAR 2019-2020 2.1 Output 1: Good Governance Unit The Objectives, strategies and performance indicators shown here are drawn from the Office of the Ombudsman Strategic Plan 2016 – 2020. Table 1: Good Governance Unit Strategic Framework Performance snapshot1 Output 1: Good Governance Objective: To enhance the lawful delivery of State Agency mandates to the reasonable satisfaction of members of the public. Inputs/Critical Outcome Key Projects Performance Measure SDG / Success factors Sector Goal Effective Individuals are Outreach and Increased reach and SDG 15 consultations with empowered to education relevance of the role of L&JS Agencies on public resolve complaints the Office Goal 3 dissatisfaction with with State Agencies service delivery Effective and productive stakeholder relationships 1 Office of the Ombudsman Strategic Plan 2016 -2021 Office of the Ombusman/NHRI Samoa Annual Report 2019/20 10