Consultation tools
Tools supporting the use of unsolicited feedback are:
“Letterboxes” as entry points for suggestions and complaints, allow the collection of data, channel and follow-up the information inside the government, and ensure that receipt is acknowledged and answers are given.
Information management software packages ease the collection and quantitative and qualitative analysis of unsolicited feedback.
Analytical reports on this input enable governments to make use of it. The reports may also be published and may demonstrate the commitment of public administrations to transparency and accountability.
Tools to support solicited feedback include:
Questioning, listening and reporting: There is no feedback without questions. Reaching citizens with questions and listening, and being open to their answers is vital. In principle, questioning and listening can be a part of any contact with citizens. For governments to be able to use the input received, reports to persons in charge of these issues are essential.
Comment periods and actions: Using this tool, government defines a period of time for receiving comments or appeals from citizens on a policy proposal or issue, such as the Master development Plan Suggestions & Objections
Focus groups: This tool gathers a group of citizens in one place for a period of a day or less. The participants are to be representatively selected in terms of the population or of specific publics.
Surveys: With surveys, governments present a series of questions to citizens, collect their responses and analyse them. When aiming for a valid result, the citizens who are to participate in the survey are selected as a representative sample of the population.
Public Opinion Polls: Public opinion polls are established instruments for portraying opinions held by a population on a given issue at a certain moment in time. In order for them to deliver statistically valid results, public opinion polls follow a strict methodology.
Tools for ad hoc consultation:
Inclusion of individual citizens in consultative bodies: Governments may ask individual citizens – such as experts or representatives of Civil Society Organisations – to join as members of review boards evaluating government policies or programmes.
Workshop, seminars, conferences: These events enable government to enter into a direct exchange with a group of citizens and representatives of interest groups During workshops, seminars and conferences, government may present information, ask participants to respond and then enter into an open discussion.
Public hearings: Public hearings may be required in certain decision making
processes (such as under environmental impact assessments) or be established practice in policy-making.
Non-binding referenda: Non-binding referenda can be used for a concrete consultation of the entire population on a specific issue with a choice of answers. Binding referenda go further and place the outcome of the decision itself directly in the hands of the citizens.
ICT tools
Information and communication technologies (ICTs) have become a major focus of governments for strengthening their relations with citizens.
ICT tools governments use for information are:
Website and web portal Work as front doors for entry to all offers of the government on the Internet. They provide a single access point to various parts of central government, as well as to other levels of government.
Search engines, clear site structures and links: These tools help users to quickly find the information they seek. Clear site structures and links to other sites containing relevant information make navigation easier.
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