-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