The Acquisition and Assistance (A&A) Ombudsman is the Agency official who is tasked with handling specific acquisition-related complaints (policy and procedural), as well as cross-cutting issues related to the acquisition and assistance process at USAID. Samples of cross-cutting issues include non-responsiveness of the acquisition and assistance process, inconsistent application of A&A policies, and procurement integrity. Additionally, the A&A Ombudsman plays a substantive role in the A&A reform, business improvement process initiatives, Acquisition & Assistance training, outreach and "customer-access" and "customer-service" issues.

What should you expect the Ombudsman do: (not listed in order of importance)

  • Listen to your concerns or inquiry

  • Explore the facts of a given situation

  • Provide a contextual explanation of A&A regulations and policy

  • Complete an impartial review of the matter

  • Assist in achieving outcomes consistent with fairness and respectful treatment

  • Elevate matters to appropriate levels, when necessary

  • Hold confidential discussions

The Ombudsman does not:

  • Act as an advocate for either party

  • Provide assistance on matters that are in a formal protest or appeals process, litigation, or enforcement action

  • Make management decisions regarding A&A proceedings or cross-cutting issues

  • Change or mandate A&A policy

  • Determine legal rights or make binding decisions

  • Assist on matters outside of Ombudsman's jurisdiction

What should you do?

  • When feasible, first try to solve the problem on your own

  • If you are unable to solve the problem or just need to discuss your concerns, contact the Ombudsman at ombudsman@usaid.gov.

  • When you contact the Ombudsman be prepared to:

    • Explain pertinent facts/information

    • Describe the issues in a concise manner

    • Identify whether you desire confidential discussions and/or anonymity

    • Define your expectations and/or desired outcome

    • Provide relevant documentation, names of those involved, points of contact, if this matter is urgent, or other pertinent information that supports your position on the matter

    • Answer questions or provide additional information if required

 

For all other questions or suggestions, we can be reached at the following email address: Ombudsman@usaid.gov