That's the most beautiful challenge of any ombudsman: How do you communicate in a way that makes people feel that what we're saying is true? How do we create a mechanism so that people will say, “If I go through this mechanism, I will feel that I can tell my true story”?
That's why I've been referring to the independence of this office and the Venice principles. The Venice principles are, basically, this: How do we measure all of the activities within an ombudman's office so that people feel the independence, impartiality and confidentiality, as well as our ability to deliver impartiality and fairness to our constituents? For me, this is the foundational piece that is non-negotiable. If you don't have that, people will not use the channel.