José MarÃa Lezcano, Noemà Olivera. The Electronic Ombudsman. In Jim Davies, Tomasz Janowski, editors, ICEGOV 2009, Proceedings of the 3rd International Conference on Theory and Practice of Electronic Governance, Bogota, Columbia, November 10-13, 2009. Volume 322 of ACM International Conference Proceeding Series, pages 218-225, ACM, 2009. [doi]