Evidence-based Policymaking Tool - Connecting with Users and Citizens

Connecting with Users and Citizens

What is it and who is it for?
This report aims to inform and encourage public sector service providers to develop new and effective ways of involving local people in improving the services they use. The guide is centred on examples of good practice from a range of sources, setting out how specific issues, involved in consulting, communicating with and involving service users, have been tackled. It encourages the cross-fertilisation of ideas from local government, health and criminal justice.

Why is this being pursued?
Improving the level of involvement of local people is a major part of the government's agenda to modernise the public services. This is based on the knowledge that people benefit most from public services that are based on a real understanding of their needs.

How does it work?
The report sets out evidence that shows that success can be achieved, in a range of settings and circumstances. It looks at nine case studies concentrating on a few key areas: the background and aim of the project; how it was done; what was learned; what made it work; and improvements for next time. It then draws out the following principles of good consultation. Much depends on the level of commitment that organisations and partnerships show towards community involvement. They need cross-organisational structures to support their work in this area, and to help with funding, planning and training. They also need to include both short-term one-off consultations and longer-term techniques for involving service users and communities in service and policy development. Within each consultation process, efforts should be made to ensure that those taking part are representative and inclusive in relation to the service users or community concerned. Some of the most effective projects have handed over the lead and control to the participants, letting them develop the approach according to their own priorities. Finally, organisations need to evaluate projects and learn from the outcomes of consultation, and ensure that the results have a real influence on decisions, policy and service development. These outcomes should also be communicated back to the service users and communities involved.

Example

Getting People Interested in Torfaen's Future
Background and aims: Torfaen County Council (Wales) wanted to raise awareness of its work, give local people the opportunity to participate in planning the county's future, and form links between different interest groups within the community, as well as increasing goodwill between the council and local people. It held two major events to do this: Big T in 2000 and Big T2 in May 2002 in Torfaen. It combined fun activities, exhibitions, performances and instant opinion polls to get local people participating in planning the county's future.

What was learned: The event was evaluated via evaluation forms and over 60 in-depth interviews held one month later and the feedback was predominantly positive. The electronic voting results have been fed into all Torfaen's key partnerships and sent to every delegate. The electronic information on partnerships is being used to shape Torfaen's Partnership Framework, and it is helping District Audit to evaluate what makes partnerships work well. Torfaen's Community Strategy now includes objectives formed from the outcomes of the day.

What made it work: A well designed flyer and a 'hand-written' compliment slip sent by the Chief Executive to give a personal touch both brought in an excellent level of support. A meeting was held beforehand at Pontypool Youth Centre to talk to people about getting involved. A subsidised bus service helped young people to attend and over 60 came along. Literature about Big T2 was provided in Welsh and English, and Welsh-speaking council staff took part on the day. The event was friendly and relaxed - and while carefully planned, the programme was not rigid, so facilitators were able to give extra time to the most popular activities, while the event host led from the front to keep up the right pace. Energy levels were kept up by a constant supply of tea, coffee, water and soft drinks, served to participants at their tables by council staff who acted as hosts, giving everyone who attended a friendly point of contact.

For more information

'Listen up! Effective Community Consultation' (1999, Audit Commission) [external website pdf]. This report sets out the growing importance of public consultation in the public sector, and gives practical guidance on how to involve communities in decision making and service provision. It looks at why consultation is necessary; how to decide what to consult on and when; how to overcome barriers to consultation; highlights principles of good practice; and how to evaluate the effectiveness of consultation.

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