Engaging Queenslanders: An introduction to community engagement © State of Queensland (Department of Communities) 2005. The Queensland Government has no objection to this material being reproduced but reserves its right to have its material remain unaltered. Printed August 2005 Copies are available from the Department of Communities, phone (07) 3224 7499 or email [email protected]

ii Engaging Queenslanders: An introduction to community engagement Contents

The purpose of this resource 2

1. Setting the context 3 1.1 Introduction 3 1.2 Community engagement drivers and trends 3 2. What is community engagement? 5 2.1 A defi nition 5 2.2 Engagement in a representative democracy 5 2.3 Levels of engagement 5 2.4 Choosing the appropriate level of engagement 7 3. Community engagement in Queensland 8 3.1 Queensland’s approach 8 3.2 The government’s commitment 8 3.3 Key government initiatives 9 3.4 The state of engagement in Queensland 12 4. Benefi ts and challenges for government 13 4.1 Benefi ts of effective community engagement 13 4.2 Working with community expectations 13 4.3 Key challenges for the public sector 14 5. Where to from here? 16 5.1 Future direction for the public sector 17

Engaging Queenslanders: An introduction to community engagement 1 The purpose of this resource

Engaging Queenslanders: An introduction to Other guides in the suite include: community engagement provides Queensland • Engaging Queenslanders: community Government public offi cials with a good engagement in the business of government understanding of community engagement and effective engagement practices. It defi nes • Engaging Queenslanders: a guide to engagement and levels of engagement, outlines community engagement showcasing events the global trends and drivers for increased • Engaging Communities: A guide to community involvement in government planning engagement methods for practitioners and decision making, and describes the current • Engaging Queenslanders: a guide to state of affairs in Queensland. evaluating community engagement. The publication is part of a suite of Copies of these guides can be downloaded resources produced by the Department of from the Queensland Government community Communities in collaboration with a range of engagement website (www.getinvolved.qld.gov.au). agencies, to support and promote effective Further guides being developed in the suite community engagement practice across the include: public sector. The suite of resources was developed in association with government • Engaging Queenslanders: introduction to and non-government community engagement working with Aboriginal and Torres Strait practitioners and informed by: Islander communities • Engaging Queenslanders: introduction to • the Community Engagement Improvement Working with Culturally and Linguistically Strategy, developed by a cross-government Diverse (CALD) Communities. team of engagement practitioners • a government-wide survey mapping community engagement activities • The State of Engagement 2003 and 2004 reports outlining community engagement activities across Queensland Government agencies • a series of community engagement showcasing events involving community, industry and government representatives • research into a range of national and international community engagement practices • a cross-government review of the Community Engagement Improvement Strategy.

2 Engaging Queenslanders: An introduction to community engagement 1

Setting the context

1.1 Introduction • innovation and reforms to improve Involving citizens in government planning and inclusiveness and accessibility at all levels of decision making is crucial to the legitimacy government and responsiveness of government, the quality • establishment of the Department of of public policies and programs, and the Communities with the vision of ‘Safe, valued effectiveness of services. and empowered communities’ While community engagement is aligned with • implementation of a Community Engagement our system of representative democracy and Improvement Strategy to improve engagement Queensland Government agencies have been practices and capability across the public undertaking a range of community engagement sector activities for some time, the government • inclusion of ‘Delivering responsive acknowledges the need for continuous government’ as one of the government’s improvement. seven key priorities. In a modern democracy, there is an expectation 1.2 Community engagement drivers that public offi cials will facilitate the contribution and trends of citizens and communities in government Globally, there are a range of drivers and trends planning and decision making processes. moving governments to improve community There is also an expectation that government engagement in planning and decision making. agencies will, through their Ministers and chief They include: executive offi cers, account for the results of their 1. Concerns about low levels of trust and engagement with citizens and communities. confi dence in government The increasing emphasis on community As communities and governments have grown involvement in government processes in in diversity and complexity, real or perceived Queensland corresponds with growing disconnections have increased and levels of citizen expectations for more accessible, trust and confi dence in government and public responsive and accountable government. It also institutions have decreased. The challenge corresponds with an international trend towards to restore public trust and confi dence more participatory and deliberative approaches has therefore driven many governments to democratic governance. The Organisation internationally to develop and implement for Economic Cooperation and Development innovative ways to effectively involve citizens advocates strengthened government–citizen in government processes. connections and the involvement of citizens in 2. Community expectations for governments shaping public policies. to be responsive, accountable and The Queensland Government has responded effective to citizen expectations and international trends Internationally there are community with a signifi cant commitment to improving expectations for greater government community engagement. The commitment has transparency and accountability, leading to been demonstrated through: increased outcome measurement. Greater

Engaging Queenslanders: An introduction to community engagement 3 transparency and accountability allows citizens In response to these drivers and trends, to more easily access information about governments are taking a variety of approaches government and to examine and evaluate to enhance government–community government decisions. There is also continuing connections. The diversity of approaches has pressure on governments to deliver increased led to various descriptors, such as community effi ciencies through more tailored and better engagement, community capacity building, coordinated policies, programs and services. community renewal, strengthening communities 3. Mounting evidence and acknowledgement and place management. However, the common of increased social exclusion and overall objective is to enhance government disadvantage capacity to understand and respond to the There is signifi cant evidence that the complex and diverse needs of communities, increasing complexity of social and economic and to assist citizens and communities to build issues is changing the face of society and their own capacity to become involved in the the gap between the well-off and the socially processes of government. and economically disadvantaged is growing. Governments internationally are shifting from a Effective community engagement provides top-down model to ‘networked’ governance — a opportunities for governments to work with more inclusive approach that acknowledges the citizens and communities to close this gap. importance of connections, facilitates increased 4. The realisation that government does not citizen input into government processes, and have the expertise, resources or infl uence emphasises collaboration across the public, to solve all issues private and community sectors. Effective community engagement practice enables the government to access the considerable knowledge and expertise residing within Queensland communities. Several other global trends are contributing to a growing interest in community engagement. They include: • rising education levels • increasing interest in seeing more citizen opinions and values refl ected in government policies and decisions • the changing nature of community and non-government organisations • changes brought about by technology which are providing opportunities for fast and direct communication between citizens and public offi cials.

4 Engaging Queenslanders: An introduction to community engagement 2

What is community engagement?

2.1 A defi nition more effectively when conscious of the needs, Community engagement refers to the opinions and experiences of their constituents. connections between governments, citizens Public involvement in developing and evaluating and communities on a range of policy, program policies, programs and services is an effective and service issues. It encompasses a wide means of reconciling competing political, public variety of government–community interactions sector and community values and perspectives, ranging from information sharing to community and is a sound investment for government. consultation and, in some instances, active However, it is neither practical nor useful to participation in government decision making assume that every policy or issue should be processes. subject to citizen involvement. Engagement can be formal or informal, direct or On some issues, government has little policy indirect. Effective community engagement allows room to manoeuvre or has a strong commitment government to tap into diverse perspectives and to a particular course of action. This inherent potential solutions to improve the quality of its confl ict calls for good judgement by public decisions. It enables citizens and communities to offi cials. If citizens were given only the illusion better understand the processes of government that they could infl uence a government decision, and to build their capacity to participate in the result would be an increase in public deliberative processes through the acquisition of cynicism and a reduction in trust and confi dence confi dence, skills, knowledge and experience. in government. The amount of infl uence citizens can exert on decision making increases in accordance with 2.3 Levels of engagement The Queensland Government has adopted the the level of engagement, with active participation Organisation for Economic Cooperation and providing maximum opportunities for citizen Development’s (www.oecd.org) engagement model: infl uence. However, responsibility for the fi nal decision rests with government. Working defi nitions An understanding of community engagement, Information A one-way relationship in which the levels of engagement and effective government delivers information to engagement principles and practices are citizens essential prerequisites for any public offi cial Government Citizen tasked with planning, approving or implementing Consultation A two-way relationship in which community engagement activities or programs. citizens provide feedback on issues defi ned by government 2.2 Engagement in a representative Government Citizen democracy There is general acknowledgement that Active A collaboration in which citizens participatory processes and traditional participation actively shape policy options, but methods of government decision making are where government retains the complementary and should co-exist in a modern responsibility for fi nal decisions and robust representative democracy. Many Government Citizen elected representatives realise they can govern

Engaging Queenslanders: An introduction to community engagement 5 Information Consultation can occur at various points in the Information sharing is a one-way relationship policy development or planning process and in which government disseminates information can be used to help frame an issue, identify or to citizens. It covers both passive access to assess options and evaluate existing policies, information by citizens via a range of avenues programs or services. Consultation can involve such as the telephone, publications and issues that are specifi c or quite general. websites, and active measures by government Critical elements of effective consultation include to disseminate information to citizens through a shared understanding of how community input education and awareness activities. will inform policy or decision making processes, While this is not public involvement, information and timely feedback to participants on how the and communication technologies enable input contributed to the fi nal outcome. Methods government to move beyond one-way of consultation include advisory committees, information sharing to information exchange with focus groups, online consultation, public citizens. meetings, petitions, polls and surveys. Effective information sharing requires Active participation information that: Active participation recognises and acknowledges a role for citizens in shaping • is accurate, easy to access and easy to policy dialogue and proposing policy, program understand and service options. Participation is achieved • is relevant and appealing to the intended through a range of deliberative processes audience including steering committees, negotiation • is timely and has an appropriate method of tables, policy roundtables, citizens’ juries, delivery citizens’ panels, search conferences, and formal • is tailored, where necessary, in language and and informal partnerships. style Active participation processes enable citizens • directs citizens to where they can access and communities to raise their own issues further information. with government and can also encourage or Information sharing should be evaluated for its enable participants to take responsibility for effectiveness, with opportunities for citizens to their contribution to solutions. Responsibility provide feedback. for authoritative decisions or policy formulation usually rests with government but may, in some Consultation instances, be shared with citizens or institutions. Consultation is a two-way relationship in which government seeks and receives the views of Active citizen involvement in policy deliberation citizens or communities on policies, programs or and program and service planning requires services that affect them directly or in which they specifi c tools to facilitate learning, debate and may have a signifi cant interest. the development of options and proposals.

6 Engaging Queenslanders: An introduction to community engagement 2.4 Choosing the appropriate level of engagement Information, consultation and active participation are a community engagement continuum with increasing levels of engagement and infl uence. Careful consideration needs to be given to the appropriateness of the level of engagement and method of engagement in relation to the stakeholders involved, the issue or policy being considered and the objectives of engagement. Community engagement continuum

Information Consultation Active participation Objective Objective Objective To ensure citizens/stakeholders To seek and receive the views of To develop relationships that enable have access to information that citizens/stakeholders on issues government and citizens to share in is accurate, relevant, appropriate, that directly affect them or in agenda setting, policy dialogue and easy to access and easy to which they may have a signifi cant the development and evaluation of understand. While information interest, and provide feedback on policy, program and service options. sharing alone does not constitute how citizen input contributed to public involvement, stakeholders the fi nal outcome. need information in order to contribute to consultation or active participation processes. Critical factors Critical factors Critical factors Citizens must have easy, equitable There must be clarity about the There must be clarity about the and timely access to information goals of consultation, the roles extent to which the views of citizens and the method of delivery must be and responsibilities of government will be taken into account in appropriate for the issue and the and citizens/stakeholders, and decision making processes. There intended audience. their level of infl uence. There must be suffi cient time and fl exibility should be stated mechanisms for to allow for the emergence of new feedback. ideas by citizens. Desired outcomes Desired outcomes Desired outcomes Citizens are better informed about Greater involvement of citizens Greater involvement of citizens government policies, programs and and communities in the and communities in the business of services and about how to access business of government, greater government, greater understanding information and services. understanding of government of government policy and policy and decision making decision making processes. Civic processes, and better community capacity strengthened, roles and outcomes. More effective policies, responsibilities clarifi ed, resources programs and services that mobilised, and more effective represent the diverse needs policies, programs and services of citizens and communities. that represent the diverse needs Heightened trust and confi dence of citizens and communities. in government. Heightened trust and confi dence in government.

Engaging Queenslanders: An introduction to community engagement 7 3

Community engagement in Queensland

3.1 Queensland’s approach The Queensland Government has set out Queensland is a large state with a diverse a transformative blueprint for the future population. It has the most decentralised governance of the Queensland public service in population of Australia’s mainland states and the Realising the vision: Governance for the Smart nation’s second largest Indigenous population. State which was tabled in the Queensland It has areas of great affl uence and areas of Parliament in October 2003 by the Premier. entrenched poverty and exclusion, particularly This new framework for conducting government among Aboriginal and Torres Strait Islander business positions Queensland at the forefront of communities. historic change, shifting the role of government from one of controller to enabler. A key element The growing social, economic and environmental of this change is working in partnership with diversity of Queensland means the government communities to ensure that government cannot rely on traditional solutions in the connects with citizens in the development development of policies to address increasingly and implementation of policies, programs and complex issues and in the provision of programs services. Transparency, accountability and and services. The government is therefore responsiveness are central to this change. seeking new and more integrated ways to work with communities. In Realising the vision, the underpinning principle is the concept of seamless government 3.2 The government’s commitment — agencies working together as a single entity, The Queensland Government has seven key generating integrated responses to community priorities which are each underpinned by a set needs. One of the key priority areas is partnering of values that clearly articulate the vision for a communities. The active involvement by the democratic and prosperous society. One of the community in policy development and decision priorities, ‘Delivering responsive government’, making is driving signifi cant changes to existing represents the government’s commitment to practices within the public service. improving transparency, accountability and responsiveness in the Queensland public The government has also introduced a range of service. This priority requires Queensland public specifi c initiatives to support the commitment for servants to: improved community engagement. They include: • engage communities in government decisions • regional Parliament and processes • Internet broadcasting of Parliamentary • ensure service provision is fi nancially proceedings sustainable • ePetitions • strengthen government policy development • community Cabinets and implementation to focus on future policy • Ministerial regional community forums challenges • negotiation tables • support a responsive public service, focused • Smart Service Queensland on improving government service delivery. • online engagement through a community engagement website

8 Engaging Queenslanders: An introduction to community engagement • Community Renewal Program Internet broadcasting of Parliamentary • implementation of a Community Engagement proceedings The Internet broadcast of Parliament commenced Improvement Strategy for the public sector. in April 2003 and provides a live audio 3.3 Key government initiatives transmission of the Parliamentary proceedings. Queensland Government agencies are The broadcast is available via the Queensland developing and implementing a range of Parliament website (www.parliament.qld.gov.au/ initiatives that support effective connections with broadcast). The Internet broadcast was evaluated citizens and communities. during 2004 and endorsed by Government as an ongoing feature of Parliament. The broadcast is A mapping survey of government agencies in 2002 helping more people, especially those unable to recorded more than 100 pieces of legislation that attend Parliament, including in regional areas, to mandate some form of engagement; a broad range understand how Parliament works and to assess of engagement strategies, programs and activities; how their elected representatives are performing. and a trend towards more community participation and partnerships. ePetitions Petitioning is a method by which citizens can All Queensland government agencies make requests direct to Parliament. A petition is contributed to the State of Engagement reports a formal request signed by at least one person for 2003 and 2004 which record key agency and placed before the Parliament with the aim engagement activities and collaborative of persuading the Parliament to take a particular engagement initiatives across government. action. Currently, Sessional Orders of the Following is a list of key government initiatives Legislative Assembly provide for two types of that facilitate improved citizen access to petitions – Paper Petitions and ePetitions. The government. online ePetitions system, launched in Queensland Regional Parliament in August 2002, provides a mechanism to start, In September 2002, the Queensland Parliament join, locate and follow an electronic petition (called assembled outside of Brisbane for the fi rst time ePetition) via the Queensland Parliament website in its 142-year history. The sitting of Queensland (www.parliament.qld.gov.au/EPetitions_QLD/ Parliament in Townsville provided the community HTML). Citizens with access to information with the opportunity to experience democracy in technology can also visit the website to monitor action and witness Parliamentary proceedings whether a Minister has responded to an ePetition from a public gallery. Members of the public and, if a response has been tabled in Parliament, were invited to attend Question Time and the content of the response. Examples of briefi ngs on Parliamentary processes. There ePetitions lodged include Legalising Ferret were also public displays on the workings of Ownership in Queensland, Child Care Legislation, government and ways for citizens to get involved Community Insurance Crisis, Controlling Land in government planning and decision making. Clearing in Queensland, and Recognising More than 9000 people visited the Parliament Fortitude Valley as Queensland’s First Special during three days of sittings. In 2005 Central Entertainment Precinct. Queensland hosted a sitting of Parliament.

Engaging Queenslanders: An introduction to community engagement 9 Community Cabinets Forum members in each region have strong Community Cabinets have been held in regional networks and links within the community and centres across Queensland since 1998. their roles are to: A number of times each year Ministers and • raise and progress issues of community agency chief executive offi cers travel to a concern community location. For the fi rst hour of a • participate in joint planning with Regional Community Cabinet, the Premier and his Managers’ Coordination Network members Ministers take questions from the fl oor and • focus on delivery of local outcomes afterwards Ministers meet with community members. The last hour of the Cabinet meeting • ensure broad stakeholder networks are is dedicated to formal deputations. Agencies engaged. provide formal responses to deputations A revised forum model was launched in June after the Cabinet meeting and a newsletter 2004, expanding the number of forum regions is distributed which outlines issues raised at from eight to ten to align with the ten Department the meeting and any subsequent government of Communities regions. The fi rst of round of the announcements of consequence to the new forums was held in July 2004. community. Negotiation tables Ministerial regional community forums Negotiation tables provide a process of Ministerial regional community forums provide engagement between Aboriginal and Torres regional communities with a mechanism to Strait Islander communities and the Queensland identify priority issues, needs and strategies Government. They provide the opportunity for and present them directly to State Government partnership arrangements and agreements that Ministers who ensure that they receive an support mutual planning and goal setting, shared offi cial response. In a reciprocal arrangement, responsibility and accountability, and shared Cabinet Ministers make use of the forums to ownership of agreed outcomes as outlined in ask members for a regional perspective on Community Action Plans. Negotiation tables can government policies, programs and services. be plenary or issue specifi c and operate both at Forum members are given background the regional and community levels. documentation on the particular government Smart Service Queensland initiative before the forum so they can consult Smart Service Queensland is a whole-of- within the sectors they represent, and provide government service delivery initiative that aims to input and feedback to the Ministers. Four forums provide Queenslanders with a ‘front door’ are conducted annually in each region and are to government transactions, information and attended by Cabinet Ministers and Parliamentary referrals through one government Internet site Secretaries who meet with ten regional forum (www.qld.gov.au), one telephone number (13 13 04) members. The forums are hosted by a Regional and a range of ‘one-stop-shop’ delivery counters. Queensland Council member and chaired by the senior Minister present. Smart Service Queensland provides quicker, easier and better access for Queenslanders and improves the speed, availability and consistency of Queensland Government services.

10 Engaging Queenslanders: An introduction to community engagement Smart Service Queensland delivers a range of Examples of online consultations include; services including vehicle and vessel registration • Draft South-East Queensland regional plan renewals; Seniors Card and Concessions; business names, licences and permits; grants • Centenary of women's suffrage and events information; the Energy Advisory • Seniors and crime Service; and camping and traverse permits. • Review of Queensland's tobacco laws Smart Service Queensland is also the fi rst stop • Queensland’s aquatic emblem for generic information about the Queensland • Your health — whose responsibility? Government. More than 400 services have been identifi ed to be delivered through Smart Service Community Renewal Program Queensland over the next few years. Community Renewal is a leading whole-of- government engagement program established in Community engagement website 1998 to improve the quality of life of Queensland The Get Involved website (www.getinvolved. communities experiencing signifi cant social and qld.gov.au) was launched in December economic stress. 2003 and is the government’s community engagement website. People visit the site to The program actively engages residents from access information about how government 19 targeted communities in local planning works, how to contact government, how to to identify and prioritise local issues and to participate in decision making and other develop strategies that meet community needs. processes. The site also delivers a wide range The program facilitates partnerships between of community engagement resources such as residents, business, community groups and local guides and research, and hosts ConsultQld, the government to undertake collaborative action government’s online consultation tool. It also towards shared renewal priorities. provides extensive links to other state, national In the fi rst phase of the program (1998–2004), and international eDemocracy websites. Community Reference Groups were established Online community consultation in all renewal neighbourhoods as the main The government’s online community consultation engagement mechanism for garnering resident mechanism, ConsultQld engages the community participation. With the extension of the program via the Internet on selected issues and policy to 2009, Community Renewal is enhancing its matters, and raises awareness of consultation engagement with marginalised sections of the processes. Online consultation increases the community by using a range of creative and community’s access to decision makers and culturally appropriate strategies. provides opportunities for citizen input into policy Key outcomes of the program have included debate. Reports are posted to the site when the citizens feeling valued as active shapers of their consultation ends, outlining a summary of results future, improved government responsiveness and the next steps in the policy development. to locally identifi ed issues and the funding of innovative solutions (including over 600 projects) that have resulted from new partnerships formed through renewal activity.

Engaging Queenslanders: An introduction to community engagement 11 Community Engagement Improvement Only 20 per cent knew of someone in Queensland Strategy Parliament that they could contact for advice or The Government’s Community Engagement information, 37.8 per cent knew of a Member of Improvement Strategy, implemented over Parliament that they could contact for advice or 2003–04 improved community engagement information, and 18.2 per cent knew of a Minister across the public sector with a range of that they felt comfortable with for obtaining initiatives designed to highlight and develop information or advice. good engagement practices, improve In 2002, the Department of the Premier and engagement coordination, build leadership Cabinet commissioned qualitative research to capability for more effective engagement and inform its investment in a range of eEngagement build engagement skills and knowledge into initiatives. Seven focus group discussions recruitment and selection processes. Under were conducted in metropolitan and regional the strategy, agencies reported on community Queensland. Participants were asked to consider engagement activities in their annual reports and their relationship with government, particularly in highlighted ways in which improved community relation to perceptions of government interactions. engagement has delivered better outcomes for communities aligned with the government’s fi ve Overall, the focus group participants found key priorities of the 2002 term of government. experiences with government frustrating, confusing and ineffi cient. The responses 3.4 The state of engagement in reinforced general community expectations Queensland for services that were in tune with community Research into citizen knowledge and perceptions aspirations and needs, close to the people, of government in Queensland provides a easily accessible and delivered with courtesy clear message for Queensland Government: and effi ciency. Queenslanders want effective, accessible and responsive government. The research fi ndings In 2005, research commissioned by Smart also indicate that there is considerable room for State Queensland addressed citizens use of increased awareness and knowledge among eGovernment and how they would seek to Queenslanders about the workings of government access services from government. When asked and Parliament, and the role of public offi cials. whether they had accessed a government service in the past 12 months, 86 per cent of In 2002, the Queensland Offi ce of Economic respondents answered positively. More people and Statistical Research (OESR) conducted a use the Internet to access government than mail. series of random household surveys. The fi ndings However, the most common channel to access of the survey indicated that less than one third government is in person (almost half of all of the estimated 2,706,106 adult population of contacts reported as part of the study), followed Queensland (30.4 per cent) reported that they by the telephone. knew of someone in Queensland Government agencies that they felt comfortable with in regard to contacting them for information or advice.

12 Engaging Queenslanders: An introduction to community engagement 4

Benefi ts and challenges for government

4.1 Benefi ts of effective community Benefi ts of involving citizens and communities engagement include: Genuine and effective community engagement • the opportunity to tap into local knowledge has benefi ts for both government and citizens. about what is likely to work and what is not Broadly, engagement allows governments to • allowing government to better understand tap wider sources of information, perspectives the complex issues in communities, and and potential solutions, therefore improving citizens to better understand the processes of the quality of decisions and outcomes for government communities. It also provides the basis for productive dialogue and deliberation and, • providing opportunities for cooperative, ultimately, better democracy. co-learning experiences and critical refl ection that builds capacity within both government Government agencies have a commitment to and community community engagement and are continually • increasing effective, open and transparent seeking to improve their engagement practices. engagement processes that carry greater However, the changing nature of government legitimacy and credibility in the community and communities means that there are new challenges that require new approaches. • delivering networking opportunities, access to information and resources, personal In considering the benefi ts of engagement, recognition, skill enhancement and a sense it is important to consider some of the reasons of contributing to community problem solving for seeking citizen involvement. Agencies may for government offi cials seek to: • achieving effective and sustainable policies, • understand and respond to issues raised by programs and services, effi ciencies in citizens and communities coordination and improved community • raise the awareness of citizens about an issue outcomes. • identify challenges and opportunities not 4.2 Working with community previously considered expectations • propose a range of options Citizens involved in government consultation • obtain public opinion about a range of options and participation activities often have clear expectations about the return they want on the • work towards consensus about a investment of their time and energy. They may recommended option. also express concern at poor past experiences — of not feeling respected, listened to or given appropriate feedback and that government made its own decision regardless of community input. Others are dissatisfi ed with traditional consultation methods such as public meetings or are unclear about where to go and how to have a say.

Engaging Queenslanders: An introduction to community engagement 13 While many citizens feel disengaged, they are 4.3 Key challenges for the public sector increasingly expecting to be involved in the Agencies are already improving their decisions affecting them, or of particular interest engagement practices, increasing public access to them. Many citizens will become actively to information and framing information in ways involved when they are particularly concerned that are most useful to communities and citizens. or passionate about an issue. They expect However, a commitment to better engagement tangible outcomes, to be informed about the also requires more coordinated practices by results of engagement and to receive timely and agencies, including aligning engagement effort appropriate feedback on how their input was and the sharing and pooling of information. considered in the fi nal decision. Improvements to community engagement Citizens also expect to contribute to decisions present a range of challenges for government about the process of engagement so the and the public sector which include: methods and techniques are appropriate • developing a supportive culture to their needs. They expect accurate and complete information on issues they are being • developing skills, knowledge and capability in asked to consider so they can make informed community engagement choices, and suffi cient time and fl exibility in the • developing robust systems and processes engagement process to allow for the emergence • improving coordination across government of new ideas and proposals. • managing engagement in the context of They expect clarity in relation to their role in government commitment, priorities and cycles the engagement process and any constraints • clarifying the roles and responsibilities of or limitations imposed on them. There is also the public sector, elected representatives, an expectation that information, consultation executive government and the Parliament or participation activities of government will be • fi nding ways to reduce barriers to involvement inclusive, open and transparent. and reaching out to the unengaged and Citizens expect agencies and levels of disengaged. government to be coordinated to avoid If agencies are to facilitate more deliberative duplication and improve pathways through a and strategic citizen involvement, public sector complex system of government. Many citizens offi cers from chief executive offi cers to front-line expect governments to work collaboratively managers, as well as elected representatives, with them to address the challenges facing their must come to value citizen involvement as a communities. central component of governance.

14 Engaging Queenslanders: An introduction to community engagement Creating a culture of valuing citizen involvement also requires appropriate resource support and the allocation of adequate time to engagement processes. Culture change needs to be led from the top by Ministers and chief executive offi cers and embraced by the public sector as a whole. It also requires appropriate budget, planning, human resource and management systems to be put in place to support behavioural change. There are a range of specifi c challenges facing public sector offi cers involved in planning, approving and implementing community engagement. They include making informed decisions about: • the appropriate level of engagement — information, consultation or participation • the most suitable method of engagement • the timing of engagement in policy development and planning processes • who should lead and facilitate the engagement • strategies to address risks and manage expectations • identifying and incorporating political imperatives • addressing and managing distrust and disinterest • addressing and managing vested interests • how the results of engagement will properly inform policy development and decision making. In addressing these challenges, public offi cials will contribute to improving community engagement practices in government business.

Engaging Queenslanders: An introduction to community engagement 15 5

Where to from here?

5.1 Future direction for the public sector Queensland Government is at the forefront of developing and implementing new mechanisms for connecting with citizens and communities. The challenge for government agencies now is to establish systems across government that support and foster community involvement in government planning and decision making, and to ensure the results of engagement activities genuinely feed into government processes. Support for current government and agency planning and policy development models is required to achieve a shift towards more participatory and inclusive processes. It is imperative that there is increased understanding and support of the government’s commitment to community engagement at the Parliament, executive government and agency management levels. This will provide a foundation for the organisational development and cultural change necessary to support improved community engagement practices. The review of the Community Engagement Improvement Strategy, undertaken in 2005, identifi es benefi ts in pursuing: • a systems approach that continues to embed community engagement across the public sector • growing and broadening a network of community engagement practitioners and forming partnerships with local government, the tertiary sector, business and non- government sectors • building the capacity of the broader community.

16 Engaging Queenslanders: An introduction to community engagement

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