Electronic format: Acrobat PDF
This handbook offers government officials practical assistance in strengthening relations between government and citizens. It combines a brief review of basic concepts, principles, concrete examples of good practice, tools (including new information and communication technologies) as well as tips from practice. The approach and activities shown in this handbook support and complement formal institutions of democracy, and strengthen the democratic process.
Table of contents:
-Welcome! -How To Use This Handbook Part I. Why Government-Citizen Relations? -What Government-Citizen Relations Are -Why Strengthen Government-Citizen Relations -What About Costs Part II. How To Strengthen Government-Citizen Relations -Build a Framework! --What Information Elements to Apply? --What Consultation Elements to Apply? --What Active Participation Elements to Apply? --What Evaluation Elements to Apply? --What General Capacities to Develop? -Plan and Act Strategically! --Which Objectives? --Whom to Address? --How to Select Tools and Activities? --What About Resources? --How to Plan Evaluation? -Choose and Use the Tools! --What are the Available Tools? --What Tools to Use for Information? --What Tools to Use for Consultation? --What Tools to Use for Active Participation? --What Tools to Use for Evaluation? -Benefit from New Informatio and Communication Technology (ICT)! --Why ICT? --What about Frameworks to Support the Use of ICTs? --How Can ICTs Help with Information? --How Can ICTs Help with Consultation and Active Participation? --How to Use ICTs for Evaluation? --What Are ICTs Limitations and How to Deal with Them? -Put Principles into Practice! --1. Commitment --2. Rights --3. Clarity --4. Time --5. Objectivity --6. Resources --7. Coordination --8. Accountability --9. Evaluation --10. Active Citizenship Part III. Which Tips to Follow -Ten Tips for Action --Tip 1. Take It Seriously --Tip 2. Start from the Citizen's Perspective --Tip 3. Deliver What You Promise --Tip 4. Watch Timing --Tip 5. Be Creative --Tip 6. Balance Different Interests --Tip 7. Be Prepared for Criticism --Tip 8. Involve Your Staff --Tip 9. Develop a Coherent Strategy --Tip 10. Act Now Part IV. Where to Get More Information -OECD Sources -Overview and General Information -Legal Framework -Policy Framework -Institutional Framework -Evaluation -Tools for Information -Tools for Consultation -Tools for Active Participation -Tools for Evaluation -ICT Tools for Information -ICT Tools for Consultation and Active Participation