11 1473 Citizen in Regulation
11 1473 Citizen in Regulation
11 1473 Citizen in Regulation
A report for
The Local Better Regulation Office
2
THE CITIZEN IN REGULATION
Paul Sanderson
Cambridge Centre for Housing & Planning Research
Department of Land Economy
University of Cambridge
19 Silver Street
Cambridge CB3 9EP
01223 337118
[email protected]
3
Acknowledgement
This report has benefited from the expertise and guidance offered to the author by John
Brady of Anglia Ruskin University, Laura Robinson and colleagues at the LBRO and Rupert
Roker at Consumer Focus. Anne Cavalier of Anglia Ruskin University provided assistance
with preparing the report for publication.
Paul Sanderson
Cambridge
4
Contents
Introduction ............................................................................................................................ 8
Method ................................................................................................................................. 11
References .......................................................................................................................... 38
Appendices .......................................................................................................................... 44
5
Executive Summary
Citizen Participation in Public Services
This chapter reviewed the existing literature on the perceived benefits of citizen
participation in public services and explored where evidence indicates that citizen
involvement may be applied in the context of local regulation to improve regulatory
outcomes.
It was found that direct citizen participation is valued as a democratic end in itself, as
well as a means of improving public services. It is coming increasingly to the fore, as
the popularity of other forms of participation diminishes (voting and membership of
political parties, for example) but willingness to engage may, to some extent, be
determined by external conditions, such as the economic climate.
Policymakers and practitioners need to grasp the opportunity to bring citizens into the
decision-making process, when conditions are conducive. Due attention should be
paid to what the public values and, as far as possible, to embracing those values, but
exactly how public officials respond to citizen participation is under-researched. What
research has been undertaken reveals a concern by officials that they may currently
lack the necessary skills for facilitating participation as part of their daily practice.
A caveat. The evidence for improved outcomes arising from the use of citizen
participation is patchy but what systematic reviews are available suggest decision-
making, service quality, and sense of community are all enhanced.
The evidence base for citizen participation with local regulators is thin. More work is
needed to understand how local regulators perceive their local communities and how
local communities perceive local regulators – within the context of the responsibilities
of local authorities as a whole – as a basis for leveraging the potential gains from
bringing the citizen into regulation, where they live – at the very local level.
This chapter reviewed the existing evidence base in relation to concept of co-
production; the process of involving the users of goods and services in their design,
management, manufacture and/or delivery.
6
Co-production can improve efficiency as providers tend to become more sensitive to
user needs when co-producing with them, but citizens should not be treated as
experts. Their role is as citizens, to express their aspirations, values and concerns
and to act as a co-productive partner where appropriate. To do otherwise can
diminish the value placed on professional knowledge, which in turn may lead to sub-
optimal outcomes for citizens.
In both co-regulation and voluntary self-regulation the citizen has a potential role to
play a role as a co-productive partner, for example by monitoring compliance with
standards (the Food Standards Agency’s Food Hygiene Ratings Scheme, for
example) and by using, providing and disseminating information on the quality of
goods and services (the ‘Trip Advisor’ model, for example)
Given the need to manage the process of bringing in the citizen to regulation,
perhaps co-manager is a better term than co-producer. It may more accurately
describe the real role of the regulator in such a regime.
7
Introduction
The UK government’s Big Society initiative, combined with decreased funding for the public
sector, have served to focus attention on how, as a matter of both policy and necessity, the
citizen can be better incorporated into the process of providing public services. Policy has of
course for some time been to encourage choice in the provision of public services and
indeed to bring the citizen into the design of services (e.g. the personalisation agenda in the
provision of social care) and so engage more fully with markets, a process accelerated by
the current government. The form such ‘co-production’ of public services takes can vary from
what might be termed minimalist (consultation on needs, for example) through to a more
participative role for the citizen where the state enables the citizen to purchase services in
the market. In this way citizens engage not only with the demand side but also with supply.
This blurring of the boundaries in the production and supply of services has implications for
consumer protection, and so also for regulators.
Alongside co-production, and not entirely unconnected, there has also been interest for
some time in the concept of co-regulation. Co-regulation typically is placed mid-way on the
continuum between command and control regulation, and self-regulation, and is exemplified
by the movement from rule-based to principle-based regulation; providers self-regulate
aspects of the production and delivery of regulated products and services, albeit by
delegated authority from a regulator. However, in contrast to some forms of co-production,
co-regulation rarely brings in the consumer as an active participant – beyond membership of
traditional consultative bodies and through ad hoc consultation. Regulation is often
considered a technical matter between regulator and regulatee, too complex for consumers
to engage with, or perhaps too complex to incorporate into the regulatory mix. It is this
complexity, and how to unravel it, that drives this project to examine the relevant evidence.
Policymakers and practitioners need to understand the extent to which the citizen can be
brought into the process of regulation, especially at local level, and how such participation
can be brought about.
8
Our Approach
The objective of this project is to contribute to learning on how to bring the citizen into
regulation by surveying the evidence base on citizen participation, co-production and co-
regulation, highlighting analyses and ideas from the various literatures that may be used to
encourage greater participation at local level. What seems to work? What doesn’t seem to
work? What can be transferred to the context of citizen participation in regulation? Where
might more research be needed? To retain focus on the objectives of projects such as this it
is useful to describe the framework statement linking the various components, placing them
in their policy context:
In the Big Society, regulators and citizens can be conceived as partners with businesses
in the co-production of goods and services to the public. Regulation is part of the
process of production so these three key stakeholder groups should also become co-
producers of regulation.
As modern sectoral regulation in the UK has evolved, starting with the monopoly
privatisations of the 1980s, through market-making in the 1990s, to consumer protection in
the 2000s, one might have expected the role of the citizen in regulation to have been
explored already in some depth – but this has not been so. Perhaps this is in part because
engagement with government is such a broad topic but it may also reflect uncertainties
around the role of regulation. Yes it is to protect the public by minimising risk of harm, but
exactly how? What is an acceptable level of risk? Who determines that? How can the public,
as citizens, be brought into the process of regulating? It is helpful not only to describe the
framework but also to visualise it, to produce a model that links the citizen to both the task
and the objective of regulation, where regulation is conceived as one part of the process of
production.
Figure 1 represents in effect an alternative nested inclusive approach to the tri-partite way of
conceiving regulation as the result of interactions between (i) regulator and regulatee, (ii)
regulatee and consumer, and (iii) consumer and regulator. If regulation is considered integral
to the process of production, and thus outcomes for citizens, the citizen engages with the
regulator not as simply a principal holding the regulator to account as agent for the
effectiveness of rule-setting and enforcement, but also as a partner (with producers and
other stakeholders) in the process of producing the goods or services under regulation. In a
true co-production model regulation can be defined not solely as constraining action – a
means of minimising the risk to harm to citizen – but also enabling – optimising the quantity
and quality of goods and services to the public.
(Please note that as far as possible, consistent with the title of this report, and within the
constraints of the terminology used in the evidence cited herein, we refer by default to
citizens – legal residents with both rights and obligations, not least to participate in society.
The same individuals are also of course consumers – users of goods and services, and that
term is also used where appropriate. There has been much debate over what might be
termed the ‘consumerisation’ of the citizen but we do not propose to re-engage with such
debates here.)
9
Figure 1. Co-producing: The Citizen in Regulation
CITIZEN,
REGULATOR
and PRODUCER …
… together co-produce
(Paul Sanderson)
10
Method
The evidence for this report is drawn from the academic literature and selected relevant grey
literature. The initial literature review strategy was to move from broad overview of citizen
participation through a mid-range review of co-production to a systematic review of the
citizen in the context of co-regulation to provide an initial assessment of the extent and
impacts (where evaluated in the literature) of citizen participation. In the end very little
literature was found to exist on the citizen in the context of co-regulation so the general co-
regulation literature was reviewed in a search for transferrable concepts and ideas, guided
by the citizen co-production of regulation model (figure 1.).
(i) trawl on concept key words using university library gateways, plus UK and
national/local governments’ websites, to gain overview
(ii) draft notes on key general themes in each literature for later use in report
(iii) determine the key themes as they emerged from each literature review to feed
into the final discussion on how they might be applied in the context of the LBRO.
Key sources for articles – Business Source Complete, Ingenta Connect, SOSIG, Wiley,
ZETOC
Key search terms – citizen engagement, citizen influence, citizen involvement, citizen
participation, citizen in regulation, citizen in co-regulation, collaborative governance,
community involvement, consumer involvement, consumer in regulation, consumers and
regulation, co-delivery, co-governance, co-production, co-regulation
Typical organisation websites searched – Demos, Involve, IDS, LBRO, New Economics
Foundation, Respublica, TimeBanks, various UK national/local Government etc.
11
1. Citizen Participation in Public Services
The term public participation can broadly be defined as all activities by which
members of the public (whether defined as citizens, users or consumers) contribute
to shaping the decisions taken by public organizations (Albert & Passmore 2008:
p.4).
Citizen participation in public services has been claimed to give better governance, better
decision-making, better representation of the community and greater community and citizen
empowerment (Ackerman 2004; Anderson et al. 2006; Communities and Local Government
2008; Cornwall & Coelho 2007; Fischer 2010; Ranson 2008). Given these claimed benefits
what aspects of public participation can be applied to local regulatory services to improve
regulatory outcomes?
There is a large literature on participation with a profusion of terms used (Rowe & Frewer
2005) reflecting public, academic and political concerns. As the ‘participation’ debate has
gathered strength so it has moved across academic disciplines and related professional
areas. Knowledge has moved across international boundaries, as for example in the case of
participatory budgeting in Porto Alegre (Fischer 2010:10). Consequently, although
presenting difficulties to a reviewer of the literature the diversity of terminology indicates the
underlying intellectual vigour and depth of the debate. This chapter sets the scene for the
evidence base on public participation and provides a context for the following chapters on
co-production and co-regulation.
The perceived paradox of western democracy is that as rights, services and franchise have
expanded so citizens have withdrawn from participation and involvement with the state. In
other words, as the state grows it becomes more remote. Commentators on this perceived
decline of engagement with the democratic state (Putnam 1995) point to a variety of reasons
but central to this discussion is the argument that it is a failure of accountability that has led
to, what is called, the ‘democratic deficit’. Such a deficit is evidenced by low turnouts for UK
general elections and increasing apathy, particularly in respect of the extent to which political
parties truly represent the views and aspirations of citizens (Hansard Society 2009; Power
Inquiry 2006). A recent survey found 64% of people think that the political system could be
improved ‘a great deal’, while 73% of people feel they have ‘no influence at all’ over
decision-making in their local area; this increases to 85% who feel they have no influence
over national decision-making (Hansard Society 2009:4).
Ackerman (2004), in an extensive review of literature, argues that the growth of interest in
how citizens can participate is a direct response to a perceived lack of accountability in
democratic systems. Accountability mechanisms include elections and oversight agencies
but additionally ‘societal actors can directly oblige government actors to answer for their
actions and sanction them for wrongdoing’ (Ackerman 2004:449). Public services are
frequently criticised for not meeting public expectations (Brooks 2007). Democratic voting
systems and membership of political parties do not provide the sort of consistent and
responsive form of accountability for public services that the public demand. This leads to a
sense of there being a ‘democratic deficit’ – traditional forms of participation are perceived to
be dominated by ‘professionals’ – experts who struggle to understand and relate to the
citizenry. One way to counter this deficit, it is argued, is increased participation by the public
in the process of producing public services (Aspden & Birch 2005; Brooks 2007; Donovan et
al. 2001; Fotaki 2010; Hood 2008; Leadbeater 2006; National Consumer Council 2004;
Simmons et al. 2007; Walshe et al. 2004). Hence the emphasis in this report on the concept
of co-production.
12
The extent of public participation
Participation is both of intrinsic value and instrumental in achieving the goals of governance.
It is both valued in its own right also a means to an end. Participation not only encourages a
sense of belonging, binding individuals into society, but can also serve to improve public
services and/or make them more effective:
Participation is a fundamental goal and object of value in and of itself. That is evident
from the fact that the right to participate in a society’s decision-making processes has
been accepted by the world community as a fundamental human right. Participation
also has instrumental value because it can help achieve other primary goals. In
particular, participation can help to deepen democracy, strengthen social capital,
facilitate efficiency and sustained growth, and promote pro-poor initiatives, equity and
social justice. (United Nations Economic and Social Council 2007:4)
However, there are many different types and levels of participation. This section illustrates
the extent, content and range of participation found in and around public services. These
forms of participation can be conceived as hierarchical, political or deliberative and tend to
be located respectively internally (within the service), externally, or networked across
organisational boundaries.
Figure 2: Forms of public participation in public services
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What figure 2 illustrates is, in essence, not only forms of engagement, but also of
accountability, citizens tend to engage because they want both change, and an account of
actions taken that have or will affect their lives – both individually – self-interest, and, more
altruistically, for society as a whole.
In box 1 of figure 2, ‘Voice’ and ‘Exit’ (Hirschmann 1970) are terms that describe
mechanisms used by consumers to either complain or make their views known (Voice); or,
to reject the product and choose that of a competitor (Exit). Voice and Exit have been difficult
to implement in public services but there are some well-known examples, for example,
enabling NHS patients to choose their hospital/dentist/GP surgery. Redress, the payment of
compensation in the event of shortfall in service delivery is also commonly employed, e.g.
the Delay Repay Compensation Scheme run by UK rail companies offers rail travel vouchers
if a train is late or cancelled. Vertical forms of participation extend from obtaining information
to being a part of the production of the service itself (co-production) as in personal budget
planning for social care (Leadbeater 2004).
Box 2 includes forms of public participation that influence public service decision-making but
are outside of any ‘invited spaces’ (Cornwall & Coelho 2007) of participation. Pressure
groups and single-issue groups can exert powerful influences, focus public opinion and
change policy as was seen recently with the campaign by the ‘Cure the NHS’ group who
pushed for an investigation into morbidity rates at Stafford Hospital in the UK (BBC 2011).
Box 3 is concerned with the blurring of boundaries between state and society by networking
between the two. This box contains examples of horizontal participation, for example, the
use of participatory audit in India where there is citizen oversight of public works construction
(Ramkumar 2007), or the work on deliberative participation by such public interest groups as
America Speaks where citizens are brought together both face to face, and via IT, to
deliberate on complex policy issues such as budget deficit reduction (Lukensmeyer &
Brigham 2005). A UK example would be HealthWatch, which works in partnership with the
Care Quality Commission (CQC). Although publicly financed, HealthWatch is completely
independent of local or central government. It is one of a relatively new and diverse group of
participatory organisations which also includes asset transfer organisations formed to own
and manage the local library or village hall or social housing through the process of asset
transfer (Pratchett et al. 2009: p. 28-47). This flow can be bi-directional. Social enterprises
also supply public services (Haugh 2005), as with the City Health Care Partnership based in
Hull or the plans of Lambeth City Council to become the first cooperative council (Social
Enterprise London 2011).
In recent years there has been a substantial growth in strategies by state agencies to involve
citizens and consumers in policy formulation and production (Marinetto 2003; Pestoff 2009).
UK government departments have increasingly employed participation strategies (Brannan
et al. 2006; Cabinet Office 2007) within a developing legal framework supporting
participation, from the Local Government Act (2000), Local Government and Public
Involvement in Health Act (2007), Sustainable Communities Act (2007) and Local
Democracy, Economic Development and Construction Act (2009), through to the current
Localism Bill (Communities and Local Government 2011). Participation in local government
in one way or another was estimated to involve around 8 million citizens in 2001 (Office of
the Deputy Prime Minister 2002). At the same time there has been a rapid growth in
government and public agency information available over the internet and a continuing
interest in enlarging participation through new technologies such as the mobile phone (Miller
& Williamson 2008). Many can be considered ‘invited spaces’ implying space that is kept
private, invisible or deliberately hidden (Gaventa 2007). Such spaces may also be a means
of achieving or controlling participation (Brannan et al. 2006:1005).
14
Of the many models of citizen participation that have been developed Arnstein’s ladder is
probably the most well-known and enduring (Arnstein 1969):
Figure 3: Arnstein's Ladder
(Arnstein 1969)
Arnstein’s contribution has been considerable in demonstrating the multiple and often covert
processes, functions and outcomes of participation together with an appreciation of the
continuum from personal benefit to wielding authority and control, and has been further
developed (International Association for Public Participation 2007). However, it has also
been criticised partly for its manifest preference for particular kinds of participation (Collins &
Ison 2009; Tritter & McCallum 2006).
These concerns were addressed to an extent by Fung (2006) who put forward a framework
for ‘understanding the range of institutional possibilities for public participation.’ Fung
identified three specific ‘mechanisms of participation’, which may be used in the design of
participation strategies. Mechanisms of participation vary along these dimensions:
Who participates,
How participants communicate with one another and make decisions together, and
How discussions are linked with policy or public action.
15
Figure 4: Participant Selection Methods
Representatives
Open, Targeted
Administrators
Diffuse public
Stakeholders
Stakeholders
Professional
Open, self-
Recruiting
Selection
selection
Random
Elected
sphere
Expert
Lay
State Mini-publics Public
Most Exclusive Least Exclusive
(Fung 2006)
The representativeness of participants is a focal topic in the literature and the subject of
Fung’s first mechanism showing participant selection methods (figure 4.) The range moves
from most selective to least selective, from a generalised public at one end to the expert
administrator at the other. A feature of the model is the concept of the mini-populous (Dahl
1989) or mini-publics (Fung 2003) – defined by the engagement strategies employed, such
as deliberative polls, consensus seeking conferences and citizen juries (Goodin & Dryzek
2006; Stevenson et al. 2004). These mini-publics are ‘groups small enough to be genuinely
deliberative, and representative enough to be genuinely democratic though rarely will they
meet standards of statistical representativeness, and they are never representative in the
electoral sense’ (Goodin & Dryzek 2006).
16
Figure 5. Vignette – Deliberative participation
Participants sit at tables of eight to ten with a trained facilitator. They discuss a series of
questions that build to create a set of collective priorities by the end of the meeting.
Participatory technology is utilized to make sure every voice in the room is heard:
The table agreements are instantly transmitted to a ‘Theme Team’, which reads all the
entries to identify the strongest themes. These overarching themes are displayed and
quickly presented to all the participants.
Individuals use their individual voting keypads to vote on what they believe are the most
important priorities.
The 21st Century Town Meeting effectively restores the balance of the ‘political playing
field’ by engaging hundreds or thousands of ordinary, unaffiliated citizens, quickly
summarizing their general agreements and priorities, and widely disseminating the
results through media coverage.
(America Speaks 2011)
Modes of communication and decision-making (figure 6.) shows a scale from left to right
moving from least intensity to most intensity. Intensity here is defined as, ‘the level of
investment, knowledge and commitment required of participants’ (p. 69). Some participants
may be spectators; others are the paid administrators and professionals whose training is to
resolve policy problems. Fung is not claiming that every public policy decision has to be
either expert or deliberative or both, but rather that consideration be given to establishing the
most appropriate mode of decision-making.
Figure 6: Modes of Communication and Decision
Preferences
and bargain
preferences
Aggregate
Deliberate
technique
negotiate
spectator
expertise
Listen as
Develop
Express
Deploy
and
and
(Fung 2006)
17
Figure 7: Extent of Authority and Power
Governance
Communica
Advise and
Influence
Authority
Personal
Benefits
consult
Direct
Co-
tive
Least Authority Most Authority
(Fung 2006)
To sum up, Fung’s model provides an important synthesis of earlier developments in the
participation literature, building on the work of earlier democratic theorists such as Robert
Dahl (1989). It promotes,
A range of participation strategies that are planned around the potential and reality of
representativeness,
A flexible approach to participation,
The use of deliberative techniques, and
Acknowledges the contribution of expertise and information giving
An alternative perspective on participation is to use the notion of ‘public value’. Public Value
is a theory of public sector management put forward by Moore (1995). Public value refers to
the value that members of the public place on a particular service or policy choice.
It presents a way of improving the quality of decision making, by calling for public
sector managers to engage with services users and the public as a whole. It seeks to
promote greater trust in public institutions and meet head on the challenge of rising
expectations of service delivery. In simple terms, public value poses three central
questions to public sector managers (Coats & Passmore 2008):
Public Value uses the methods and processes of deliberative participation to ascertain
choices and preferences. It requires those working in public services to:
This emphasis on public sector management engagement with citizens serves to counter the
managerialism of the New Public Management (Hood 1991; Hood & Peters 2004) by
‘bringing in the citizen’ but how this is to be operationalized within the framework of public
value is unclear. The model also provides little guidance on how to deal with conflicts
between professional knowledge and the democratic will, where they diverge. Are public
sector managers acting for the public as ‘Platonic guardians’ (Rhodes & Wanna 2007: 406)
or are they servants, merely effecting the public will? The theory does not really provide
guidance on how a balance is to be struck but it does have value nonetheless, in as much as
it provides an approach to decision-making that emphasises the need for public sector
managers to engage with citizens (Stoker 2006).
18
The success of public value theory, or indeed any participative approach to delivering public
services, depends to a significant degree on the willingness of public service staff to engage
with the idea. The incorporation of citizen engagement strategies by national government in
the delivery of public services has increased dramatically in recent years (Brannan et al.
2006; Cabinet Office 2007) but there is little empirical evidence on the value of such
strategies. Critically, how do local government officers respond to greater participation by
citizens (Cooper et al. 2006; King et al. 1998)? In what ways are decisions, and indeed,
outcomes, altered?
The preceding overview of citizen participation provides a context for thinking about how to
bring the citizen into decision-making on public services in general, and the particular task of
bringing the citizen into regulation. The work by Fung provides the basis for the LBRO to
consider the range of mini-publics that populate the local regulation arena, how they can be
engaged, and what resources and skills they possess or require? However, as King et al
(1998) caution, participation is as much about relationships as it is about strategies. A further
important consideration is to examine the relationship between participation strategies and
outcomes.
What is the evidence base for improved outcomes through public participation?
Collectively, the benefits of public participation are considered to be the creation of more
effective and responsive public services following a deliberative exercise that leads to
refined public preferences. Participation therefore fits with the idea of modern government as
more than just ‘delivering’ a service (Cabinet Office, 2007a). In other words, consumers,
citizens and communities all have a role to play in creating effective public services,
alongside public bodies themselves (Albert & Passmore 2008)
19
As was seen earlier, public participation is an end in itself - it is valued. It is also a means to
an end. Participation, it is argued, delivers better policy outcomes. In this section, the
evidence for the latter view is examined, however, it is far from clear that the two different
views can, or should be, separated. Participation as something that is valued has a
beneficial outcome, not only to those who experience it but to the communities of which they
are a part (Communities and Local Government 2008). Recent literature refers to capacity
building for participation, generating social networks, confidence and specialist knowledge
(Cornwall & Coelho 2007; 2010) as part of an infrastructure of social capital (Putnam 1995).
Participation, it is argued, provides better public and community outcomes and at the same
time creates a ‘spill-over’, boosting social capital and developing democratic forms of
organisation.
Burton (2004) found that claims for beneficial outcomes often depended on perceived
impacts rather than quantifiable impacts. Nevertheless, drawing on a range of studies (43)
examining the impact of Area Based Initiatives (ABI) the review concludes that favourable
outcomes reported outweighed the negative impacts. Overall, they found the following
benefits:
Further points made in this same study were that although few authors made explicit the
contribution of participatory processes to community capacity and social capital ‘ a sense of
empowerment, a levelling of power between community representatives and other
stakeholders, and a sense of inclusion were all reported’ (2004:vi). The same study also
made the point that existing power and resource inequalities in communities were
reproduced in participatory initiatives. A point made by most of the literature reviews was
that more needed to be done to contact ‘hard to reach’ groups. The authors recommended:
20
Gaventa and Barrett (2010:25) in a review of 830 outcomes from citizen engagement in
international contexts using a sample of 100 cases found positive and negative outcomes
across four broad areas in which ‘citizen engagement and participation have the potential to
influence state-society relations in either a positive or negative direction.’ Figure 8 outlines
these outcomes:
Figure 8. Outcomes of citizen engagement
Gaventa and Barrett found that 75% of total outcomes were positive and 25% negative.
These findings suggest that public participation may be linked to development outcomes
such as better water, sanitation and to democratic outcomes of building accountability.
This section briefly examines types of public participation strategy. The range of participation
methods is shown and where possible an evidence base referenced.
The systematic review by Pratchett et al (2009) examined the following types of participatory
methods:
Asset transfer
Citizen governance
E-participation
Participatory budgeting
Petitions
Redress
21
The above methods were assessed in terms of their effects on participants, the effect on
communities and the effect on decision-making. While all methods showed outcomes in one
or more of those areas the citizen governance method demonstrated major gains in all
outcome areas. Citizen governance covers ‘the role of citizen or community representatives
on partnerships, boards and forums charged with decision making about public services and
public policy’ (2009: p. 13). The impact is outlined in figure 9 below:
Figure 9: Types of citizen governance and impact on outcomes
Pratchett et al emphasise that these types of citizen governance do not form a league table,
‘rather it allows us to think about ‘fitness for purpose’ within an empowerment strategy’
(2009: p. 14). Further methods of participation are given in Appendix 1.
Other recent work has addressed participation in the context of ‘complex governance’ (Fung
2006) and overlapping and horizontal forms of governance (Ackerman 2004; Andersson &
Ostrom 2008). Regulators and other scrutiny bodies exercise oversight over critical sectors
such as food production and retailing, and indeed government itself, for example, Monitor,
the NHS Hospital Foundation Trusts regulator. Often these types of agencies are described
as exercising horizontal accountability yet with some exceptions it remains unclear whether
the literature is sufficiently focused on this manifestation of complex governance (Goetz &
Jenkins 2001; Michels & Meijer 2008).
22
In regulatory studies the consumer and/or citizen are found most clearly expressed in the
notion of regulatory tripartism – empowering public interest groups to counter regulatees
(Ayres & Braithwaite 1991) but the primary driver for tripartism has been to minimise risk of
regulatory capture rather than to involve citizens per se. Such tactical use of citizen
involvement is, arguably, not an authentic expression of citizen involvement.
23
Citizen participation: Summary and recommendations
6) How public officials respond to citizen participation is a key factor in the success
of an engagement strategy, with particularly attention being paid to what the
public values.
7) The evidence for improved outcomes arising from the use of citizen participation
is patchy but what systematic reviews are available suggest decision-making,
service quality, and sense of community are all enhanced.
8) The evidence base for citizen participation with local regulatory services is thin.
More work is needed on how local regulators perceive their local communities and
how local communities perceive local regulators as a basis for leveraging the
potential gains from bringing the citizen into regulation at the very local level.
24
2. The Citizen and Co-production
The ‘co-production of public goods’ is a central component of the ‘ensuring state’ (Giddens
2003); it is a process of ‘collaboration between the state and the citizen in the production of
socially desirable outcomes’ (Dunston et al. 2009). Definitions of co-production are
numerous but all refer in some way to the involvement of service users in delivering public
services (Brudney 1985; Ostrom 1996; Pammer 1992). Most would assert that citizen
involvement improves outcomes by ensuring some or all aspects of the production of a good
or service focus on the end consumer – with supply coming from a variety of sources, in
recent times of course from the market (e.g. HM Government 2011). The term co-
governance may be used if the focus is on the management of the process of providing the
service. Alternatively co-delivery may be the preferred term if the focus is on the means or
source of supply.
Origins
The concept can be perceived as having two distinct phases of development: the first half of
the 1980s (Brudney 1985, 1986; Brudney & England 1983; Clary 1985; Ferris 1984; Kiser
1984; Levine & Fisher 1984; Mattson 1986; Parks et al. 1981; Percy 1983, 1984, 1987;
Schneider 1987; Whitaker 1980; Wilson 1981) and the first half of the first decade of the
twenty first century (Anderson et al. 2006; Bendapudi & Leone 2003; Bettencourt et al. 2002;
Bifulco & Ladd 2006; Bovaird 2007; Boyle et al. 2006; Brandsen & Pestoff 2006; Cummins &
Miller 2007; Marschall 2004; Pestoff 2006; Pestoff et al. 2006; Prentice 2006; Skjølsvik et al.
2007). Co-production, in the general sense of bringing in individuals and communities to
improve or provide public services is seen by some as a policy response to budget limits or
as a means of countering the rise of managerialism in the public services (Coote 2011;
Levine & Fisher 1984; Ostrom 1996; Parks et al. 1981). However, a second strand focuses
on co-production as a form of community development. In this version of co-production
known as timebanking or time dollars (Cahn 1999; Ferris 1984; www.timebanks.org),
individual citizens provide or exchange their services, skills, or time at the level of the local
community.
Conceiving co-production
25
Figure 10. Co-governance, co-management, co-production, co-design, co-delivery
(Brandsen & Pestoff 2006; Wales Council for Voluntary Action 2010)
26
Although political scientists tend to be wary of losing the distinction between citizen and
consumer (Livingstone & Lunt 2007; Ostrom 1996) the division between citizen and
consumer may not be helpful as individuals are of course both self-interested consumers
and altruistic social animals. However, the distinction may be useful to make when
considering strategies for bringing the citizen into regulation – what sort of incentive can be
provided in order to encourage participation, and how does this vary according to the
context? Consumers may be highly motivated to seek redress for perceived wrongs while
citizens may have a broader focus around concepts such as justice, accountability,
sustainability and so on. There are lessons to be learned from the private sector where the
consumer is paramount.
An interesting question is when does mere engagement in civic life, especially when
compulsory, become co-production (Alford 1998)? Consider for example a taxpayer
completing an annual self-assessment. Is she co-producing the taxation system?
Operationalizing co-production
Co-production also requires consideration of the relationship between the citizen and the
professional. Bovaird (2007) warns consumer co-production may serve to diminish the value
placed on professional knowledge and by so doing inhibit rather than enhance outcomes.
The various permutations in the relationship between the citizen and the professional are
outlined in figure 12 below:
Figure 12. Citizen-professional interactions in co-producing services
(Bovaird 2007)
27
While there is little evidence of implementation of real co-production of public services
beyond aspects of health and social care e.g. the personalisation agenda (Leadbeater
2006), there are some useful pieces of work delineating realworld citizen-agency
interactions. Whitaker (1980) identifies:
Outcomes are critical to satisfaction and so also to continued engagement by citizens in the
co-production process. It is also noted by Whitaker that participation in production mitigates
below expectation outcomes, in part due to a sense of shared ownership of any resultant
problems.
In the case of bringing the citizen into regulation it may be beneficial to seek to learn from
the private sector as well as the numerous models and analyses emanating from those
concerned with solely the public sector. This would mean considering regulation not only as
an element in the co-production of goods and services but also as a good in its own right –
to build a process model of regulation from design though ‘manufacture’ to ‘distribution’ – in
order to benefit from generic learning in manufacturing on co-production. For example, Etgar
(2008) distinguishes ‘five distinct phases of the production activity chain where consumers
can become involved in co-production’:
(i) assessment of the economic, cultural, technological, personal (e.g. time), and
(regulatory) context;
(ii) development of motivations which prompt consumers to engage in co-production;
(iii) calculation of the co-production cost-benefits;
(iv) activation when consumers become engaged in the actual performance of the co-
producing activities;
(v) generation of outputs and evaluation of the results of the process.
It should be noted that regulatory context – for example the global financial crisis – can affect
demand for involvement with, or at the very least, willingness to consider involvement with,
co-production of goods and services (Amengual 2010). One can speculate that the public
appetite to engage in the co-production of banking services may be higher now than when
the economic climate was less bleak. Percy (1987) notes that while people are more likely to
fit locks to their own doors (self-interest) than to join neighbourhood watch schemes (public
interest) they are even more likely to undertake either or both if the local media have run a
campaign on crime in the immediate vicinity.
28
‘The results suggest that government action to encourage co-production of security
increased both the private and the collective security. Most of the private co-
production and ‘protective neighbouring’ was parallel production – i.e., done
independently of the government program – but bystander intervention and recent
increases in private security involved higher levels of joint co-production’ (Schneider
1987).
In any case it is important to understand (trends in) the division of responsibility and
importance attached by the public to the risks being regulated – information already held of
course by regulators in most cases. The Department of Health (2010) reports a mapping
exercise (see figure 13. below) carried out to assess where the most gains might be made
from introducing co-production (as part of a report on how to develop strategies on co-
production):
Figure 13. Case Study: Co-production matrix
29
Successful implementation may also require the productive process to be broken down into
what is being produced at individual (citizen), organisational level (e.g. regulator) and system
level (goods, services, and their value) because ‘institutional arrangements are the key to
matching co-productive activities to production opportunities where they would be efficient,
and to their avoidance in inefficient areas’ (Parks et al. 1981). Parks et al offer critical
guidance on operationalizing co-production. Not only do they suggest breaking down the
productive process into its component parts but also to identify where co-producers can
substitute for existing resources, so mitigating budget cuts (zero sum), and/or where
outcomes can be improved by co-producers bringing additional resources to the process of
production (non-zero sum), so improving outcomes, or indeed where co-producers are
already in an interdependent relationship and thus where change out to be minimised. To
this one must add, to avoid unnecessary costs, the need to determine the conditions in
which citizens are unlikely to engage at all (Pestoff 2009).
Benefits of co-production:
Enables citizen voice and empowers front line staff (street level experts) as intermediaries
so improving agency efficiency (Needham 2008). ‘By emphasising user input into the
productive process, co-production improves allocative efficiency, making frontline providers
and their managers more sensitive to user needs and preferences’ (Percy 1984) - the
positive efficiency argument (Pammer 1992);
Empowers citizens to take control of their lives - with spill-over effects in both private and
public domains – the good society argument (Needham 2008). ‘Co-production provides a
focus on citizens’ participation at the level of local production of … services.
Criticisms of co-production:
Smokescreen for budget cuts. Shifts part of the burden of provision from the state to the
citizen who may be ill-equipped to provide. Moreover, aggregate production costs may
actually increase as the costs of (encouraging) participation may be considerable (Neiman
1989).
De-professionalises services by promoting the role of the lay person in relation to the
expert, so diminishing the capacity of the expert to act.
Presumes willingness on the part of citizens to participate yet (i) they may in aggregate
have neither the capacity nor desire, and (ii) even where capacity and desire exist, they
may do so unevenly, which may serve to increase existing disparities in service provision
between rich and poor (Mattson 1986; Needham & Carr 2009).
30
Operationalizing co-production: a prescription for bringing the citizen into regulation
Treat regulation as part of the productive process – but producing what? Bringing in the
citizen may improve regulative efficiency but regulation is a difficult concept for the citizen to
engage with, so instead there may be merit in focusing on the positive, the benefits, the
outcome sought by effective regulation –‘the good society, the good life.’ To this end it may
be useful to examine what is valued by citizens in any given regulatory context. Borrow from
the private sector, especially social network marketing models, which are underpinned by
strong values. In other words, to reprise the public value argument in the previous chapter,
analyse what is really important to the citizen (Lih-Bin & Hock-Hai 2010).
Also, focus efforts at the local level – citizens understand the local (Marschall 2004).
(National representative groups are better equipped to act at national level.) Continue recent
efforts to develop positive engagement with citizens and local bodies by, for example,
focusing on co-producing safe streets, rather than technically, negatively, policing
regulations on alcohol sales. Regulation in this way becomes a co-produced component in a
larger co-productive process and it is this larger landscape where the benefits of citizen co-
production may be found. To operationalize, break down the productive process. Identify
where citizen co-producers can enhance or substitute for existing resources, (and where
there is already interdependence.) Then determine how to promote the benefits – for
instance, citizens value public safety while consumers value personal safety.
8) Focus on values and the positive benefits, e.g. safer streets rather than the
detail of rules and regulations.
31
3. The Citizen and Co-regulation
Co-regulation
In this section we examine the co-regulation literature, focusing on themes and concepts
relevant to bringing the citizen into regulation. At its simplest co-regulation can be
understood to be the delegation of regulatory responsibility from a statutory regulator to
regulatees:
Co-regulation has been a mainstay of EU policy for over a quarter of a century and is seen
as an essential component of Better Regulation. However, definitions are far from settled.
‘combines binding legislative and regulatory action with actions taken by the
actors most concerned, drawing on their practical expertise;’
(Senden 2005)
Self-regulation:
‘. . . the possibility for economic operators, the social partners, non-
governmental organisations or associations to adopt amongst themselves
and for themselves common guidelines at European level (particularly
codes of practice or sectoral agreements)’ (European Union 2003).
In other words co-regulation, unlike self-regulation, involves a legislative act (Senden 2005)
which means that strictly speaking the concept of citizen co-regulation would mean placing a
legal duty to ensure standards onto citizens, together with other regulatory stakeholders of
course, in a kind of ultra-co-production.
32
However, there is a second rationale for co-regulation, and indeed a reason for bringing the
citizen into co-regulation (beyond arguments around better implementation). There is
increased legitimacy, both input and output legitimacy. Input legitimacy is established when
citizens are sufficiently involved in political choices (‘government by the people’) which in
turn depends, according to Scharf (1999) on the extent to which citizens have a common
political identity. By contrast, policies are output legitimate if their outcomes serve the
citizens’ interests, i.e. they are legitimate because they are effective (‘government for the
people’). Output-legitimate policies can be generated without a common political identity, as
policies must effectively solve problems and thereby serve the citizens’ consumer interests
(Scharf 1999). In other words, representativeness is not essential. Legitimacy can come
from serving multiple mini-publics but is more readily generated by co-production,
incorporating citizens into the policy making and implementation process.
Note also that not all iterations of the concept of co-regulation have been bipartite (regulator
– directly or via an agency – and regulatee). Examples of successful tripartism, incorporating
the public voice in one form or another, are few but there are some, e.g. the early 1990s
Code of Conduct for Computerized Checkout Systems in supermarkets negotiated between
the Australian Retailers Association, the Trade Practices Commission and various consumer
groups (Ayres & Braithwaite 1992). However, most have been bipartite. The UK system of
financial services regulation prior to establishing the unitary Financial Services Authority,
though described as self-regulation, could more properly be defined as traditional bipartite
co-regulation. However, this previous system is generally considered to have failed – leading
to a loss of trust, and trust is a critical component of any collaborative, deliberative system
(Prosser et al. 2010).
Strengths:
Weaknesses:
Conclusion:
33
internal employee committees
strong internal whistleblower protections
independent external monitors
strategic allocation of government enforcement resources.
... which could be translated for the purpose of this project as:
An area where co-regulation has been adopted, though with varying degrees of success, is
corporate social responsibility. The following table (figure 14.) from Albareda (2008) outlines
the different ways that corporate social responsibility plays out in self, inter-industry, and co-
regulation contexts. The latter part of the list, Business and non-governmental organisations,
suggests citizen co-regulation may be best considered where overall co-production (of an
outcome rather than regulation) is promoted and where all key stakeholders are brought in to
co-produce. This is consistent with the co-production literature, and the conclusion reached
in the survey in the previous chapter, that citizen engagement should focus on values, the
good life and/or the good or ‘big’ society, rather than consumer redress, which is after all one
of the immediate and explicit existing responsibilities of the various regulatory agencies and
ombudsmen bodies.
Figure 14. Self-regulatory and co-regulatory mechanisms in corporate social responsibility
engagement
(Albareda 2008)
34
Co-regulating with citizens v consumers?
This suggests the dual identity of individuals as both citizens and consumers may be hard to
disaggregate and attempts so to do may be sub-optimal from a regulatory perspective – the
citizen may serve merely to obscure and defocus efforts to combat malpractice – but this is
to conceive the roles of the regulator and individual in a traditional pre Big-Society way –
emphasising the policing task rather than as outlined in the introduction to this report, as co-
producers with suppliers of goods and services to the public. Citizens are members of a
community, society, state, etc.; they are by definition in a relatively enduring relationship with
their community by virtue of the rights and responsibilities that bind them in. Consumers on
the other hand are transient, defined by their passing usage of a good or service. On
balance there may therefore be a benefit to conceiving individuals in the main as citizens (as
the title of this report suggests) rather than as consumers. An additional consideration is that
trust is built over time, so models of participation based on transient consumers may never
achieve high levels of trust.
Finally, given the paucity of empirical evidence on co-regulation, and the total absence of the
citizen in co-regulation (as against citizen participation in regulation as a whole via for
example, consumer consultative committees) it may be instructive to examine the self-
regulation literature for insights into how citizens may be brought into co-regulation (Ayres &
Braithwaite 1992; Baldwin & Cave 1999; Fairman & Yapp 2005; Gunningham et al. 1998).
How can this be translated into citizen co-regulation? Well, perhaps rather than setting up
citizens to either fail to get to grips with the issues encountered in regulation, or be captured
by ‘experts’ (the lay trustee problem encountered in employee representation in pension
fund management), the answer is to co-opt citizens for their own expertise – for what they
are: citizens – recognising that others may have more expert knowledge.
35
The citizen and co-regulation: Summary and recommendations
36
Further Research
To operationalize this various recommendations outlined in this report it may be useful to
investigate further (i) delineating participating publics – and their values (following Fung,
above), (ii) the motivations of citizens to engage in participatory processes, (iii) how to build
and maintain high trust relationships in the co-production of regulation, and (iv) citizens’
perceptions of local regulation and the perceptions of local regulators in respect of citizens.
37
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43
Appendix 1: Methods of public participation
44
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Appendix 2: Care Quality Commission Example
Involvement and regulation
The Care Quality Commission (CQC) has statutory duties to the public and service users.
The Commission uses a variety of methods to achieve those objectives. CQC forms of
involvement are mapped below to the Fung categories outlined in chapter 4. The CQC does
develop the idea of mini-publics with variable access to decision-making.
Involvement and CQC – showing influence level, Fung category, function and selection method
47