Office of the Ombudsman

Purpose

The purpose of the Office of the Ombudsman is to promote fairness, equity and administrative accountability through the investigation of complaints. The Office of the Ombudsman is a clearinghouse for contractual issues that affect the City of Jacksonville and its residents. It helps insure that complaints receive adequate attention by providing contractors and agencies the opportunity to be heard. The office offers assistance in the resolution of problems associated with post award contractual issues, including but not limited to issues of payment and performance.

History

As a result of hearing repeated testimony regarding delays resolving performance and payment disputes involving small and minority businesses, the Mayor's Commission on Small and Disadvantaged Businesses recommended the establishment of an ombudsman function, to hear and resolve such disputes.  The Ombudsman position – another first for the City of Jacksonville – has proven to be a significant element of the Jacksonville Small and Emerging Businesses ("JSEB") program, so much so that the city's independent agencies have approached the city regarding the possibility of expanding the duties of the Ombudsman position to include their small and minority business programs. 

 

Ombudsman Dinah Mason has been a welcome addition to the City of Jacksonville.  Her role is yet another example of the city's commitment to small and minority contracting.  Mason has investigated and amicably resolved several performance and payment disputes that would have otherwise caused project delays or economic hardship to several of our JSEBs.