Planning community engagement

Introduction

The Queensland Government, like many others nationally and internationally, has recognised the value of engaging community members in decision-making processes. Broadly, engagement allows governments to tap into wider perspectives, sources of information, and potential solutions to improve decisions and services. It also provides the basis for productive relationships, improved dialogue and deliberation, and ultimately, better democracy.

Being able to have a say and to get involved is expected in a democratic society. Whilst feedback is often positive, it also sometimes indicates that approaches to communication and consultation have not been as good as might be expected. There is a signifi cant challenge in being able to provide avenues for involvement that are inclusive, productive and cost-effective, within the parameters of our system of government, and the diversity of our community.

The Queensland Government has responded to citizen expectations and international trends with a signifi cant commitment to improving community engagement. The correct application of the methods described in this guide will support improved government and better outcomes for clients, citizens and communities.

Planning community engagement

A key task for public agencies and officials in planning community engagement is to assess which engagement techniques are most appropriate in the particular circumstances. To plan effectively, other useful resources and websites are listed in the resources section. These resources provide detailed information for planning community engagement with specific community groups.

The first steps of planning any engagement process are to clarify the engagement objectives and the desired levels of engagement. Engaging Queenslanders: Community engagement in the business of government (www.getinvolved.qld. gov.au) includes a useful checklist to support this planning process. Once these decisions have been made, appropriate engagement techniques can be selected. It is important that decisions about how best to engage the community be made early in the planning stage of policy, program or service development. Involving stakeholders in the planning stage will help create a sense of ownership of the issue and enable clients, citizens, communities and government to work together to determine the most appropriate approach to engagement.

Deciding on the level of engagement

Careful consideration needs to be given to determining and delivering an appropriate level of engagement, deciding which stakeholders should be involved, the issue to be considered and the objectives of engagement.

The Queensland Government has adopted the Organisation for Economic Cooperation and Development’s (www.oecd.org) engagement model, using the following definitions:

• Information - a one-way relationship in which government delivers information to citizens
• Consultation- a two-way relationship in which citizens provide feedback on issues defined by government
• Active participation - a collaboration in which citizens actively shape policy options, but where government retains the responsibility for final decisions.

Information, consultation and active participation can be considered along a community engagement continuum, with increasing levels of engagement and infl uence towards the 'active participation' end of the spectrum.

Each of the levels of engagement are appropriate in particular circumstances to achieve particular outcomes. Whilst there has been a shift towards agencies using engagement strategies which are more consultative or involve greater community participation, at times it will be necessary to engage at two or more levels to achieve the desired outcomes.

Information

Information provision is a one-way relationship in which government disseminates information to citizens and clients. It covers both passive access to information by people via a range of avenues such as the telephone, publications and websites, and more active measures by government to disseminate information through education and awareness activities.

Effective information strategies require information that:

• is accurate, easy to access and easy to understand
• is relevant and interesting to the intended audience
• is delivered through appropriate channels
• is tailored where necessary in language, style and content and
• directs citizens to where they can access further information if required.

The effectiveness of government information sharing and information sharing processes should be evaluated with opportunities for citizens and clients to provide feedback. Chapter eight discusses the evaluation of community engagement processes.

Consultation

Consultation is a two-way relationship in which government seeks and receives the views of citizens, clients or communities on policies, programs or services that affect them directly or in which they may have a significant interest.

Consultation can occur at various points in the process of planning or developing policies, programs or services and can be used to help frame an issue, identify or assess options and to evaluate existing policies, programs or services. Consultation can involve issues that are specifi c or quite general.

Critical elements of effective consultation include a shared understanding of how community input will inform policy or decision-making processes and timely feedback to participants on how the input contributed to the final outcome.

Active participation

Active participation recognises and acknowledges a role for citizens and clients in proposing and/or shaping policy dialogue, program and service options. Participation is achieved through a range of deliberative techniques such as citizens' juries, citizens' panels, search conferences, negotiation tables, steering committees, and reference groups. Such processes engage people in active partnership and/or co-production with government. Deliberative processes often take time and resources as participants need to build their awareness and knowledge about the issues in order to contribute effectively.

Active participation processes enable people to raise their own issues with government and can also encourage or enable participants to take responsibility for their contribution to solutions. Responsibility for the final decision usually rests with government but may, in some instances, be shared with citizens, communities or stakeholders. It is critical that the final decision maker is predetermined and agreed in the planning process.

Involvement of citizens/stakeholders and communities in government planning or decision-making requires specific techniques to facilitate learning, debate and the development of options and proposals. Public sector employees seeking to facilitate such processes also require significant skills, often different from those required for information or consultation, in order to achieve effective outcomes.