This paper calls attention to the need for an empirical method for the evaluation of the ombudsman role. The author suggests that data on complaints of the public constitute an important social indicator which can provide useful information on three main groups: (a) the public; (b) the system of public administration; and (c) the office of the ombudsman and his staff. The paper proposes a series of empirical measures to be developed using basic data on complaints, and proceeds to illustrate some of them, using such data in nine countries. The paper includes with a discussion of some of the limitations of the measures proposed and calls for increased cooperation between practicing ombudsmen and ombudsman researchers.
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