Building trust in politics through innovative technology
Technological advancements have resulted in the emergence of new innovative forms of democratic participation. These include digital platforms, through which citizens can be directly consulted on policymaking and raise issues that might otherwise be ignored. “Higher levels of participation can increase trust in government, accountability and the legitimacy of government decisions,” notes TROPICO (Transforming into Open, Innovative and Collaborative Governments) project coordinator Lise H. Rykkja, professor of Administration and Organisation Theory at the University of Bergen in Norway. This is still an emerging form of governance though, and uncertainty remains over how digital platforms can best be organised and administered. This is the challenge that the TROPICO project has sought to address.
Citizen-focused collaborations
The project team began by examining collaborations inside government to improve policy design. They also examined collaborations between the government and private sector partners, and how governments interact and involve citizens and users in their policymaking and service delivery. TROPICO combined conceptual analyses, literature reviews, examinations of legislative codes and strategy documents. In-depth case studies, interviews and surveys were also carried out across 10 European countries, to investigate how policies are designed and services created in collaboration with non-governmental actors. “We found that collaborations where citizens have a specific role can help to create a learning environment where they can openly share feedback and experiences,” explains Rykkja. “It is important to establish a climate that stimulates learning, experimentation and the exploration of different knowledge.” To fully benefit from citizens’ and users’ involvement therefore, administrations need to work to ensure that their recommendations are incorporated into decisions. Digital platforms also offer a unique opportunity to user-test different solutions. Information and communication technologies (ICT) can also facilitate important feedback at the development stage. “Our research has generated evidence of the crucial role of involving a diversity of different actors in both creating and implementing new digital service solutions,” says Rykkja. “Citizens’ experiences regarding the usefulness – or uselessness – of tools and services make them crucial stakeholders.”
Challenges to overcome
While digital platforms clearly benefit from institutional and financial support, adequate public sector funding remains a barrier. Administrations also need to clearly explain the purpose of any platform to citizens. “Collaboration with citizens does not always lead to better participation or more involvement,” adds Rykkja. “Many e-participation platforms lack systems for providing systematic feedback to users, which means that citizens often do not know how their input is being dealt with. There should be incentives for ensuring that citizen feedback resonates within governments.” The collaborative involvement of citizens and other non-governmental actors also requires a balance between steering the collaborative innovation process, and letting it unfold without too much intervention. “Different groups of actors need to be carefully managed so that the collaboration can bring new, concrete solutions,” explains Rykkja. “Carefully managed, a diverse range of actors can lead to more mutual learning and experimentation, resulting in new innovative ideas.” ICT, notes Rykkja, is critical for public service delivery, policy design and bureaucratic efficiency. When used consciously, embracing ICT can contribute to better working practices inside governments, and enhance interactions between governments, citizens and stakeholders outside the public sector. Digital technologies are useful for visualising new ideas, connecting information and sharing data to ensure mutual learning. ICT can also facilitate important feedback from diverse groups of users and may offer an opportunity for users to test different service solutions. Due for completion in November 2021, the TROPICO project will continue to deliver insights and recommendations on the drivers and barriers, as well as the possibilities and pitfalls of collaboration through digital platforms. “This project will hopefully make governments and institutions more aware that encouraging citizen participation via digital tools is crucial for democracy and democratic participation, and that involving users may help stimulate innovation and creativity,” says Rykkja.
Keywords
TROPICO, government, digital, platform, citizens, legitimacy, e-participation, ICT