30th Anniversary: Panel Four - Embracing Technological Innovation – The Ombudsman’s Role in the Age of Digitalisation and Artificial Intelligence

30th Anniversary: Panel Four - Embracing Technological Innovation – The Ombudsman’s Role in the Age of Digitalisation and Artificial Intelligence

Published October 13, 2025

As part of the International Ombudsman Conference commemorating the 30th Anniversary of the Office of the Ombudsman, the final plenary session will focus on one of the most transformative challenges facing public administration today — the impact of digitalisation and artificial intelligence (AI) on governance, accountability, and human rights.

Digitalisation and AI are reshaping the way governments interact with the people. These technologies bring major opportunities for greater efficiency, accessibility, and transparency, yet they also introduce new risks — including bias, exclusion, and a lack of accountability in automated decision-making. Ombudsman institutions therefore face a dual responsibility: to embrace innovation within their own operations, while safeguarding fairness and human rights in the digital age.

AI-driven decision-making raises important questions about transparency and due process. Persons must be able to understand and challenge decisions that affect them — whether made by humans or algorithms. Ombudsmen have a crucial role in ensuring that the use of technology respects the principles of fairness, equality, and good administration.

At the same time, Ombudsman institutions themselves are adopting innovative tools — from online complaint systems and digital case management to data analysis that identifies systemic issues. However, as technology advances, accessibility must remain at the heart of good governance. No one should be left behind simply because they lack digital skills or resources.

This session will explore how Ombudsman institutions can adapt to the digital era, balance innovation with accountability, and ensure that the core values of transparency and justice continue to guide public administration.

Panellists:

• Ms Tena Šimonović Einwalter, Ombudswoman of the Republic of Croatia

• Ms Ülle Madise, Chancellor of Justice of Estonia

• Mr David Bondia, Ombudsman of Barcelona

• Ms Simona Granata-Menghini, Director, Secretary of the Venice Commission, Council of Europe

• Prof. Alexiei Dingli, Professor of Artificial Intelligence, University of Malta

Moderator:
Ms Rachel Bondi Attard, Head of Media and Communications Strategy, The Malta Chamber