The idea that public sector organisations should consult people about the kinds of services and policies that they want is not new. Some authority members and officers have long believed that consultation helps them to shape policies and services that are in tune with what people need, and that are consequently likely to be cost effective. A few authorities have been at the forefront of developing new consultation techniques, such as citizens' juries. But not all public service providers share this enthusiasm: some have been hostile to the idea of consultation, and others have found it difficult to carry out successfully.
Consultation can be a powerful tool for improving the quality and cost-effectiveness of services, and for ensuring that policymakers stay in touch with citizens. These benefits can be secured only if consultation is carefully planned, effectively carried out and thoughtfully used. Overcoming obstacles to effective consultation is becoming ever more important, as new legislation gives authorities additional and more comprehensive duties to consult.
This paper aims to help authorities to secure the benefits that consultation can offer and get good value from the resources that they invest in it.
This paper is primarily intended to help officers in councils, police authorities, fire authorities and health bodies to plan and carry out community consultation more effectively; and offer advice to authority members about using community consultation in making policy and improving services.