effective econsultation
TRANSCRIPT
13th May 2014
Fraser Henderson, Digital Associate
The Consultation Institute (UK)
EffectiveeConsultation
1. SHORT INTRODUCTION
2. BASELINE (UK PERSPECTIVE)
3. MODES OF ECONSULTATION
4. EXAMPLE PRACTICES (DIGITAL)
5. CHALLENGES
6. SUMMARY
About TCI
The Consultation Institute’s Mission is to seek to promote the highest standards of public, stakeholder and employee consultation by initiating research, publications and specialist events in order to disseminate best practice and improve subsequent decision-making.
• Established 2003
• Not for profit
• 10 FT members of staff
• 27 professional associates
• Training for public sector employees
• Publications
• Research & analysis around good practices
• Consultation compliance assessments
• Software assessments (quality seal)
• Registered facilitators scheme
• Knowledge base
Links to Huddersfield University
Fraser Henderson
• Digital engagement for evidence based decision making – public dialogue projects
• Digital engagement methods (engagementdb.org)
• eDemocracy, e.g. ePetitions (involved in roll-out of UK system in 2006)
• Online consultation, social media monitoring
• Digital systems for redress and dispute resolution – e.g. storytelling (www.ourhousing.org)
Baseline
Engage a specific audience
Increase trust in the process
Encourage quality interactions
Enhance citizen knowledge of issues
Prevent the spread of misinformation
Gather input on policy development
Increase public support for decisions already taken
Obtain better informed opinions
Stimulate involvement
Provide project feedback
Anti corrpution
Broaden dialogue
Deepen dialogue
Extend dialogue
Motivation for going digital
New NormalSupply + Deman
(Expectation Management)
How is local government performing?
Source : Delib UK
Well organized web pages
Provide information on past, present and future consultations
Have no ability to respond to consultations online
Usability and accessibility issues
20%
20%
25%
40%
What involvement would people like?
Base: 1,000 GB adults, 18+. June 2010
Would like to be actively involvedWould like a say in decisions
Would like Information only
Not interested as longas experts involved
4%
38%
32%
26%
Deep Scepticism
Consultation Fatigue
Low involvement [1%]
Improve trust
Smarter process
Better Stimulus
Improve trust
Process Tools: Consultation Charter & Mandate
What has been decided?What is up for influence?What happens to my contribution?
Gunning Principles (Law)
Consideration time, Predetermination, Evidence, Eval
INTEGRITY
Integrity (honest intention)
Accessibility
Visibility
Transparency
Disclosure
Fair Interpretation
Publicity
The Consultation
Charter
Smarter Process
Stakeholder mapping (incl. digital domain)
Central consultation database & alerts
C an do – that is, have the resources and knowledge to participate;
L ike to – that is, have a sense of attachment that reinforces participation;
E nabled to – that is, are provided with the opportunity for participation;
A sked to – that is, are mobilised by official bodies or voluntary groups;
R esponded to – that is, see evidence that their views have been considered.
DESIGN
Better Stimulus
Digital Marketing
Rich Media, Variety of Input types, Not just survey!
Cross Platform
Early in policy cycle (e.g. public dialogue)
Horizontal & vertical dialogues
IMPLEMENTATION
Increased response rate. Best when complement paper process
Particularly effective with younger people (<25 years)
Spill-over effect. Offline participation increases
Cost effective compared to paper process
Most (c.80%) people interested in seeing other responses
Impact of eConsultation
Popular modes of eConsultation
Varied Touchpoints
Varied Objectives
TRADITIONAL - INFORMED DECISION MAKING (POLICY/BUDGETS)
> OPTIONS AND CHOICES
IDEA SOURCING (RED TAPE CHALLENGE)>OPEN ENDED
ENGAGE, CAPTURE, INTERPRET, ACT
Real-time and time awareMulti channel (incl. SMS survey)Real time analytics, NLP including speech analyticsReal time reporting dashboardsReal time decisioning and agent guidance
Continual Feedback
Hosted Dialogue
Social Listening
Active responding
Issue identification
Expression of interest
Alerts
Consume Information
Informed view recorded
Feedback loop
Debate the outcome
Clear consultation mandate
No predetermination
All evidence in open
Sufficient time for consideration
Guided
Targeted marketing
Managing the Consultee experience
Consultation Finder
Consultation Alerts
Collect Views
Managing the process
Create materials
Project Management
Interfaces and
connectors
Managing the dialogue
Monitoring
Safeguards
Stakeholder Management
Managing the results
Analysis module
Reporting
Feedback
Examples
√ RSS√ FINDER
√ SEARCH
√ ALERTS
√ CLEAR SUMMARY√ OPEN & CLOSED
X SIMPLE SURVEY
X NO ANALYTICS
√ CALENDAR√ FINDER
√ IN-LINE FEEDBACK
X SIMPLE SURVEY
X NO ANALYTICS
X FLAT DOCUMENTS
Spanish political movement, El Partido del Futuro –Annotate text (Manifesto / agenda)
Challenges
Misconceptions
LOUDEST VOICE
FLAMING
DATA PROTECTION & SCRAPING
Integration (e.g. paper)
Moderation v facilitation
Qualitative data
Identity versus quality
Immediacy
Volume
Managing the Consultee experience
Consultation Finder
Consultation Alerts
Collect Views
Managing the process
Create Materials
Project Management
Interfaces and
connectors
Managing the dialogue
Monitoring
Safeguards
Stakeholder Management
Managing the results
Analysis module
Reporting
Feedback
Summary
LEVEL ONE (BASIC): SHARE AND CONNECT
Provide feedback
Increase public support for decisions already taken
Enhance citizen knowledge of issues
Increase trust in the process
Broaden dialogue (increase reach)
Examples have varied quality
LEVEL TWO (INTERMEDIATE):
INCLUDE +SHARE AND CONNECT
Stimulate involvement and awareness
Gather input for decision making
Obtain better informed opinions
Encourage quality interactions
Elongate dialogue around issues
Examples have varied quality
LEVEL THREE (ADVANCED):
INTERACT + INCLUDE + SHARE AND CONNECT
Prevent the spread of misinformation
Engage a specific audience
Deepen dialogue around issues
Examples have varied quality
No ‘one size’ fits all
Fragmented solution market
Consultee experience is key
Consultation Integrity
Framing (mandate)
CLEAR principle
@frazzy123
www.mrhenderson.org
Questions?