Information Technology Reference
In-Depth Information
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perceived high costs and risk of delays associated with involv-
ing users are deterrents of a change in focus
The benefits / outcomes of involving citizens - some examples
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better understanding of citizen's needs and priorities
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design outcomes meet the needs of citizens better
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greater satisfaction with ICT-enabled services
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improved take-up of services
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greater confidence and empowerment of citizens
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enhanced democracy
Sharing the Vision of what needs to be done - the 'Know What'
What needs to be done?
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gain the 'buy-in' of key role holders (CEO, IT managers, etc) to
achieve the shift
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gain support and resources to: build the capacity, i.e. develop
knowledge, understanding and skills of all stakeholders (e.g.
citizens, ICT project staff, customer liaison personnel etc.), and
create the infrastructure to support the participation/engagement
of people in ICT developments
What all key stakeholders need to know
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the costs/consequences of the current approach (the need for
change)
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the advantages of doing things differently (the benefits of in-
volving citizens)
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different ways of doing things successfully (good practice ex-
ists)
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how to do things differently (tools and techniques)
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opportunities and support to learn new ways of doing things will
be available (training and coaching etc.)
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success will be recognised (performance appraisal will include
citizen participation/engagement activities)
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