© OECD A joint initiative of the OECD and the European Union, principally financed by the EU. The engagement of service users and other stakeholders as an integral part of quality management Dr. Elke Löffler, Governance International « Quality Management in the Public Sector » Vilnius March 2006

2 The first step: Building up trust

3 Creating a community spirit Example: street parties in the City of Issy-les-Moulineaux, France Social events at street or district level are encouraged by neighbourhood committees and the town hall The town hall provides logistical support The Mayor recognises the networking role of the concièrges by holding an annual reception for them in the town hall

4 Listening to citizens – A challenge to politicians and civil servants “Councillors ask, citizens answer” in Nürtingen, Germany Citizens are given the opportunity to meet the councillors and civil servants of their local authority in a relaxed atmosphere on a regular basis Councillors learn about the needs and perceptions of citizens

5 Being transparent – Providing citizens with relevant information Giving accounts of what has been done and what has not been done: The ‘implementation report’ of the local authority Baar, Switzerland

6 Communicating, consulting and co-producing with citizens: Some success factors

7 Forms of citizen participation Information One way stream of information from the public agency to citizens or vice versa (e.g. satisfaction surveys) Consultation Dialogue between public agencies and citizens (e.g. participative budgeting) Co-production Active Involvement of citizens in public service design and delivery (e.g. management of sports facilities)

8 The most popular section 1,000 monthly hits / 20 s with Qs per day Regional “Young Space Consultants” Coordination Counselling about road and safety Advice about driving license Information about drugs/new substances Regional coordination centres about drug & alcohol abuse Counselling about jobs by trade unions Particularly sc “unusual jobs” Cooperation with Informagiovani ensures the accuracy and updating of info on study opportunities, free-time activities, rights and duties, travel Tailor the information and communication channels to the interests and language of the target groups

9 Consultation: Give evidence that you listened Reporting back on consultation on quality of life issues of Kettering Partnership, UK

10 Co-production: Show that citizens can make a difference Carrick, UK: Residents bid for national government money to subsidise the installation of a modern heating system in their houses – and this led to better health, less unemployment and better children‘s exam results This encouraged local people to get involved in cleaning up the estate, reducing traffic problems and having more social activities Eventually they even tackled the anti- social behaviour of some of their neighbours

11 How to sustain citizen participation Some issues to discuss

12 Environ- ment Transport Housing NGOs Public officials Media Citizens Community Safety Economic situation Integration Education and Training Culture& Leisure Business Efficency Resources Products Council Quality is a task for all stakeholders in society

13 Encourage engagement by citizens It still remains important to ask users how satisfied they are with the quality of public services. At the same time, it is important to challenge citizens with new types of questions:  What do you suggest should be done in order to improve the education of your child?  Are you willing to contribute to the improvement of education of your child?

14 Avoid unrealistic expectations Stakeholder participation –CANNOT BE –WILL NOT BE and –SHOULD NOT BE representative – we already have elected representatives!

Dr. Elke Löffler Chief Executive Contact

Lithuanian Citizen control Delegated power Partnership Placation Consultation Informing Therapy Manipulation Citizen power Tokenism Non- participacion Source: Arnstein (1971) ‘Ladder of participation’