Information Technology Reference
In-Depth Information
such as those outlined in the Action Plan are likely to be essential to suc-
ceed in meeting this objective.
To prepare people, such as staff in local councils, to engage with citi-
zens in the context of ICT projects there is an abundance of educational
and experiential learning material which is described in Chapter 9. Follow-
ing good practice in change management it may be helpful to begin the
educational process by communicating some key learning points such as
those presented below. It is important to stress that these are for illustrative
purposes only - and not to be regarded as a prescribed or standard ap-
proach to apply in all situations. For new information and concepts to be
heard and taken on board, material has to be tailored to context and to the
people it is intended to inform. In all cases presentations should be used
only as an introduction and as a catalyst for discussion to help people to
think through and explore the ideas and their implications and to articulate
their ideas. They can helpfully set the scene for further learning opportuni-
ties but are far from adequate without a supporting programme for building
capacity.
8.4.1 Key Learning Points: The 'Know Why', 'Know What'
and 'Know How' of Citizen Engagement
Understanding the need for change - the 'Know Why'
Why the need for a shift to involve citizens?
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high cost of disappointing delivery of ICT
-
poor match with needs of citizens
-
dissatisfaction of citizens/users
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low level of take-up of electronic services
Limitations of current ICT design approach
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focus is on the delivery of a technical solution
-
traditional design roles (software designer, programmer etc)
predominate
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limited and low level of citizen/user influence or shaping of ICT
design decisions
-
lack of awareness and skills of participatory methods for involv-
ing citizens/users
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