Chapter 7 - Designing an Authentic Engagement Process
There are four steps to designing an authentic public sector engagement process
The first step in any engagement process is to define the problem or opportunity you want to address. Clearly outlining the scope of the engagement helps participants understand what they can influence. It’s also important to identify what is out of scope to avoid false expectations.
Key questions to ask yourself:
How much is known about this subject already?
What have we already heard about it?
Who is best placed to inform decision makers on preferred solutions and why?
Consider who is most affected and what expertise is needed. Examples:
If it affects the broad population, engage a representative sample of the community.
If it’s highly technical, focus on professional engagement.
If it impacts specific groups more, focus on people with relevant life experiences.
If it requires both technical and lived experience, engage both the public and professionals.
Answering these questions helps identify the best engagement approach.
The second step is to ensure equal power relations. This is especially important when engaging both the public and professionals together, but any group can experience power imbalances. Therefore, it’s an important step for all engagements. Strategies to consider could include:
Inform: Provide accessible information (papers, fact sheets, or briefings) so all participants understand the relevant issues. Ensure the information is easy to understand for everyone.
Adjust: Ask participants what they need to participate effectively. This could be an interpreter or changing the time/location of the engagement. Involve people in planning to ensure equal participation.
Share: Organize pre-engagement social events or ice-breakers to break down barriers. Encourage participants to share their experiences to highlight different perspectives.
Prepare: Co-create ground rules with the group for respectful engagement. Structure the engagement to include individual reflections, small group discussions, and larger group discussions to balance views.
The third step is to plan how the engagement will connect with formal decision-making. Consider existing governance arrangements and how the engagement aligns with government and public sector priorities. It’s also important to understand any sensitivities in the public sector context. Strategies to consider could include:
Briefing: Ensure decision-makers are briefed to authorize the engagement. Outline the scope, process, and timing, and explain how the engagement will inform governance and decision-making.
Transparency: Communicate clearly and accurately within the authorized scope. Direct out-of-scope matters to the appropriate areas for consideration.
Publicity: Announce authorization and commitment through public channels like media releases or website content to ensure accountability.
Next Steps: Focus on how engagement outcomes will improve public policy or service delivery. Show a willingness to do better for the people served, even when receiving difficult feedback.
The final step is to consider additional strategies to enhance authenticity by following through on engagement outcomes. This step focuses less on setting up the engagement process and more on ensuring the outcomes are genuinely implemented. Strategies to consider could include:
Agility: Be flexible with the timeline to achieve the outcome. Consider closing the engagement at a certain stage but commit to ongoing engagement to resolve any remaining issues.
Communicate: Consistent communication builds trust, especially when starting from a low trust base. Share information regularly to show your commitment and genuineness.
Relationship Management: Some participants need more reassurance to feel heard. Be open to calls, meetings, and listening to concerns. Always be transparent and honest to maintain your integrity.
Feedback Matrix: Keep a record of all comments and views shared. This helps communicate engagement outcomes personally and ensures no views are missed. Provide feedback on what is agreed upon and what isn’t, explaining why.
The Authentic Engagement Design Tool aims to support organisations in designing authentic engagement processes. The Authentic Engagement Design Tool is evidence-based and enables public servants to design engagements with authenticity at the forefront, embedding the steps outlined above.