1 / 16

The engagement of service users and other stakeholders as an integral part of quality management

This article discusses strategies and examples of engaging service users and stakeholders as an integral part of quality management in the public sector. It emphasizes building trust, creating a community spirit, and the importance of listening to citizens. The article also highlights forms of citizen participation and provides tips for sustaining citizen engagement.

marte
Download Presentation

The engagement of service users and other stakeholders as an integral part of quality management

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. The engagement of service users and other stakeholders as an integral part of quality management Dr. Elke Löffler, Governance International www.govint.org « Quality Management in the Public Sector » Vilnius 27-28 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 networkingrole 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. Tailor the information and communication channels to the interests and language of the target groups • The most popular section • 1,000 monthly hits / 20 e-mails with Qs per day • Regional “Young Space Consultants” Coordination • Information about drugs/new substances • Regional coordination centres about drug & alcohol abuse • Counselling about road and safety • Advice about driving license www.stradanove.net • 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

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

  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 yousuggest should be done in order to improve the education of your child? • Are youwilling 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!

  15. Contact Dr. Elke Löffler Chief Executive Email: elke.loeffler@govint.org www.govint.org

  16. ‘Ladder of participation’ 8 Lithuanian Citizen control Citizen power 7 Lithuanian Delegated power 6 Lithuanian Partnership 5 Lithuanian Placation Tokenism 4 Lithuanian Consultation 3 Lithuanian Informing 2 Lithuanian Therapy Non- participacion 1 Lithuanian Manipulation Source: Arnstein (1971)

More Related