A voice for change? Trust relationships between ombudsmen, individuals and public service providers

There has been a debate for years about what the role of the ombudsman is. This article examines a key component of the role, to promote trust in public services and government. To be able to do this, however, an ombudsman needs to be perceived as legitimate and be trusted by a range of stakeholders, including the user. This article argues that three key relationships in a person’s complaint journey can build trust in an institution, and must therefore be understood as a system. The restorative justice framework is adapted to conceptualize this trust model as a novel approach to understanding the institution from the perspective of its users. Taking two public sector ombudsmen as examples, the article finds that voice and trust need to be reinforced through the relationships in a consumer journey to manage individual expectations, prevent disengagement, and thereby promote trust in the institution, in public service providers, and in government.

LocLess: Do You Really Care Where Your Cloud Files Are?

Physical location of data in cloud storage is a problem that gains a lot of attention not only from the actual cloud providers but also from the end users' who lately raise many concerns regarding the privacy of their data. It is a common practice that cloud service providers create replicate users' data across multiple physical locations. However, moving data in different countries means that basically the access rights are transferred based on the local laws of the corresponding country. In other words, when a cloud service provider stores users' data in a different country then the transferred data is subject to the data protection laws of the country where the servers are located. In this paper, we propose LocLess, a protocol which is based on a symmetric searchable encryption scheme for protecting users' data from unauthorized access even if the data is transferred to different locations. The idea behind LocLess is that "Once data is placed on the cloud in an unencrypted form or encrypted with a key that is known to the cloud service provider, data privacy becomes an illusion". Hence, the proposed solution is solely based on encrypting data with a key that is only known to the data owner.