Author: Natalie Williams

Breakfast with Delib Australia

Delib holds user groups in different territories and regions throughout the year. These events give customers using our products a valuable opportunity to meet people working in a similar role, and a safe space in which to discuss and troubleshoot challenges – such as stakeholder resistance – and share learnings, such as new processes they’ve implemented which have worked well. We also provide a recap on the latest product news from Delib and respond to questions and product feature suggestions.

For our customers in Australia and New Zealand, account manager Katharine Sonsie has tailored the format of the events to suit their workday schedules and promotes them as “Breakfast with Delib”. They take place first thing in the morning with a short, concise agenda accompanied by a spread of tasty treats, to make it easier and more tempting for busy government folks to make time to attend the event before getting stuck into the rest of their working day. Katharine’s found this format is much better suited to the AU/NZ working culture, where people often start work earlier to give themselves more flexibility later in the day.

Coffee, pastries, fresh fruit, with a side of consultation chat

Although based in the UK, I was fortunate to attend two of the most recent breakfast events in Perth (in Western Australia, which has its own state government) and Canberra (the seat of the national government). Perhaps unsurprisingly, I found that many of the comments and queries were not so different from the things I hear from customers on the other side of the world. In some ways it’s reassuring to know that government processes for consultation & engagement often follow similar processes or encounter the same challenges, and that there are changes we could make to the products that would benefit users globally.

Perth, Western Australia

Our Perth event was kindly hosted by the team from the Department of Planning, Lands and Heritage of Western Australia at their very modern offices, and attended by Citizen Space users from other government departments and bodies in WA.

After a round of introductions and some challenges involving a pot of loose leaf tea and a lack of straining options (insert stereotypical shock & horror from this Brit etc) I presented a summary of the latest product developments Delib has been working on this year including:

Nobody wants bits in their tea

During the break, Katharine & I invited attendees to scribble any questions they had for either us (Delib) or their fellow site admins on post-it notes and stick them up on the wall. After the presentation we held a round table discussion to talk through each question and get people’s views on the topics.

A sample of questions which resulted in some valuable discussion were:

  • How do you manage your list of active Citizen Space users?

One organisation described how they’d recently undertaken a big “spring clean” (appropriately, as spring was in full swing while I was in Australia) of all users registered in their Citizen Space site and decided on a policy of suspending anyone who hadn’t used the tool in over a year. We reminded Site Admins that the users export includes a column showing when each user last logged in. We also talked about the prudent approach of suspending users in the first instance, and then subsequently deleting their profiles if you know they no longer require access or you don’t hear from them after a certain period of time.

  • How do you incorporate the needs of Aboriginal respondents in your consultations? e.g. images, disclaimers, etc

Though UK government organisations may not have specific indigenous communities to consider as part of their engagement activities, it goes without saying that the UK has more than its fair share of marginalised communities and there is almost certainly crossover in terms of the key considerations and challenges. One organisation told us about some training their team had recently been given by an Aboriginal consultant to increase their understanding of cultural sensitivities and help them to take a more inclusive approach. Designing with indigenous communities in mind is a crucial component of accessibility in Australia and other territories and it’s important to make sure that thought has been given to all of the intersecting audiences of a consultation and their potentially differing needs.

  • Question for Delib: Is there any way that we can get a copy of the survey that is editable?

This was a question that several attendees were keen to hear the answer to, and it’s certainly not the first time we’ve been asked! We know it’s a priority request for several customers to be able to convert an online survey into an editable document that can then be printed as a hard copy form or saved as a PDF to send via email. It’s on our long term roadmap for Citizen Space and is something we hope to build into the product when we can.

Our next stop for breakfast was Canberra, home of the Federal Government…

Canberra, ACT

This was a slightly bigger event, since Canberra is home to a more sizable cluster of national government organisations using our products, and was kindly hosted by the team at the federal Department of the Environment and Energy. The best part of hosting a user group is always getting to see customers making connections, cross-pollinating their knowledge and ways of working and even forming friendships, and it was great to see evidence that attendees intended to stay in touch and continue networking beyond the event. This was also a particularly valuable opportunity for some attendees from organisations very new to using Citizen Space, who hopefully went home with lots of ideas after hearing how customers who’ve been using our tools a fair bit longer carry out their work and respond to obstacles.

A slide from my presentation about “eating our own dog food”, e.g. using our product Priority Simulator as part of our internal development process

I delivered the same presentation as at Perth and we ran a similar exercise gathering questions from attendees for their fellow Site Admins and for Delib. Some of those questions included:

  • How can you tell colleagues and stakeholders that their survey is too long?

An attendee said that in her view you just have to bite the bullet and tell them, and explain that a survey which takes a painfully long time to fill out is likely to affect respondent rates. For internal surveys, her organisation conducted research and found that a survey taking 10 minutes to complete was still too long and they had to take five minutes at the maximum or people wouldn’t participate. Although she suggested you have a bit more leeway with external surveys as they tend to be on a subject that people are more passionate about, her team have carried this awareness from their internal research through into the design of all their surveys.

  • How do you manage surveys with your users?

One organisation gave an overview of their internal quality assurance process, which involves setting up every consultation as a private survey initially – regardless of whether it will ultimately be public or private – to be on the safe side. When it’s ready for review, a preview link is circulated internally to executives before it goes live. They also use this as an opportunity to submit some test data so that the consultation owner can see what the outputs will look like and check that the consultation in its current format is delivering the data they need, and if changes are needed they then clone the consultation and edit it as necessary.

  • How do you promote Citizen Space internally?

An organisation that only recently started using Citizen Space has made use of the tool mandatory for colleagues running surveys, with the agreement of their CEO. They’ve advised their users that if they want to ask a small number of people something (e.g. eight people), they should send an email. If they want to ask a few thousand people something, they should use Citizen Space.

We talked around the challenges of getting people to change their habits when they’ve become used to another survey tool, balanced against the advantages of channelling all consultation activity through Citizen Space. Another organisation said that their team’s support (as a central comms & engagement team) is conditional on the person asking for help using Citizen Space; if they’ve decided to use another tool of their own choosing, the centralised team is unable to offer guidance.

  • How do you manage support queries from within the organisation?

We were pleased to hear a couple of attendees recommending our online Knowledge Base as an “excellent” and “really useful” resource that allows them to respond to internal queries. Another attendee says that she enjoys answering people’s questions as it helps her to learn things by looking them up, but once she’s located the answer she’ll often include a link to the Knowledge Base in her email to try and encourage them to look up the answer for themselves next time.

  • Is there a way stakeholder organisations can preview the survey before they begin their response?

One organisation explained how they will often attach the issues paper containing all of the survey questions to the consultation overview page so that people can refer to the document to prepare their response offline, particularly if it requires the involvement of multiple contributors. This helps to provide a heads-up of where they’ll need to provide comments and where they can upload documents. We also discussed the challenge of encouraging people to submit via the online survey form rather than emailing their response as a document.

Teamwork makes the dream work

Thank you very much to all of the organisations I met during my time in Australia for sharing their insight and learning, and thank you to Katharine Sonsie for organising these events – we hope to meet many more customers at a user group near you soon!

If you’d like to learn more about what Citizen Space can do for your organisation, book a free demo and we’ll walk you through it.

The Practical Democracy Project: Leeds, 7th March 2019

Our latest instalment of the Practical Democracy Project took place on 7 March in the vibrant city of Leeds. It may have been our rainiest host city so far (compared with previous events we’ve held around the UK, in Dublin & in Hamilton, New Zealand) but thankfully the weather didn’t dampen the enthusiasm of our speakers & attendees. It helped that the venue, kindly provided by the good folk of ODI Leeds, was a bright, open space with sunny yellow daffodils on each table and plenty of tea & coffee to boost energy levels.

Photo of venue with people sat chatting ahead of event starting
Yay daffodils!

The event took place over a weekday lunchtime in the hopes of tempting busy public sector folks away from their desks for a quick injection of inspiring discussion & chat around the theme of involving citizens in decision-making, and you bet we threw in a free lunch to sweeten the deal. We were pleased to be joined by attendees from a range of public sector organisations including DWP, MoJ, NHS Digital, NHS England, Derby City Council and Leeds City Council, as well as some other smaller organisations.


Professor Cristina Leston-Bandeira, University of Leeds

Ben Fowkes from Delib kicked off the event and introduced our first speaker, Professor Cristina Leston-Bandeira from the University of Leeds’ School of Politics and International Studies. Cristina has studied parliaments for over 20 years, with a particular focus on the relationship between institution and citizens. She told us that parliaments around the world are working hard to engage citizens (see the 2004 report Connecting Parliament with the Public produced by the House of Commons). However trust in parliaments remains low – notably in the UK since the 2009 parliamentary expenses scandal – and the situation isn’t helped by the word “Parliament” often being used as a catch-all term for politics or government. As a result the important role of scrutiny that these institutions provide is often overlooked.

She presented some recent examples of good and not-so-good engagement activity by UK Parliament, including a Select Committee Inquiry into Personal Independence Payment (PIP) and Employment & Support Allowance (ESA) assessments in late 2017, which she described as a successful experiment in reaching out to the public & asking them to share their stories. Over 3000 submissions to the inquiry were received via a web forum, providing a variety of evidence & personal stories. From this information two reports were produced & published in early 2018, one of them focusing on all the stories sourced from the public engagement activity and integrating that information into ordinary parliamentary business.

She also shared the example of television personality Katie Price giving evidence about her son Harvey at a Petitions Committee inquiry into online abuse and the experience of disabled people in summer 2018, after a petition started by Katie achieved more than 220,000 signatures. This was a valuable opportunity for Parliament to gain awareness with a wider audience, especially as Katie talked about the inquiry on daytime television and even explained the difference between parliament and government; “a small thing but a powerful form of communication”.

At the less successful end of the scale Cristina talked about the risks of Parliament inviting input from the public when a decision has already been made & there is no real opportunity to influence a bill. She described an instance when the engagement process was not integrated but happened in parallel with the standard parliamentary process, and people weren’t told about the outcome (one of Delib’s own consultation bugbears!) She summed up her talk by concluding that parliamentary engagement needs to focus on being more issues-led than process-led, and that the key is for parliaments to be in broadcast mode less & a deliberative, listening mode more.


Huw Spencer, Northern Policy Forum

The next speaker on the agenda was Huw Spencer, a local government official by trade as well as co-founder of the Northern Policy Forum (NPF), a network for young people across the north interested in discussing key policy issues that shapes the places they live. Huw recommended three guiding principles for the art of public engagement: “make it relevant”, “make it accessible”, and “make it yourselves”.

To illustrate his point around making things relevant, he mentioned a recent NPF event where an NHS worker talked about her work to make policies around accessing services in the north-west of England more inclusive towards women of colour, and how she’d used her own experience to help improve policy. Huw described this as a really concrete example of how you can draw on your own experiences but also your own listening capabilities in order to understand policy issues, & told us how a young maths teacher who was just starting out in her career and had never thought about policy before had said she was fired up by listening to the speakers at the event and now wanted to go out and campaign to improve education policy across the north.

Huw talked about the importance of making spaces as inclusive as possible and considering factors such as accessibility for people with physical disabilities, choosing venues that are appropriate for people from different religious backgrounds (e.g. perhaps not meeting in a pub), and trying to keep events free to cater towards a millennial generation with less disposable income. He commented that there have been several northern policy or “Northern Powerhouse” themed conferences advertised lately with tickets upwards of £250 to attend, which sends a message to young people that this event is not for them.

He also emphasised that to engage more young people, you need to hire young people. There aren’t many opportunities for young people to speak, but the only way to get better at public speaking is to do it, so NPF is trying to provide that platform for younger folks to gain experience & connect with one another. The Forum is still early on in its journey and Huw anticipates more hurdles ahead, but said that their ambitions include reaching out beyond university towns and into communities that are more excluded from traditional political discourse.

Photo of Huw Spencer speaking
Huw Spencer, Northern Policy Forum

Emily Redmond, Good Things Foundation

Last but by no means least we heard from Emily Redmond, a Service Designer with the Good Things Foundation (GTF) which works to engage people who feel excluded from the digital world. She set the context of the Foundation’s work by sharing the damning statistic that only 26% of people in the UK feel they’re able to influence decisions in their local area. Thanks to the Women’s Vote Centenary Grant Scheme, provided by the Government Equalities Office, the GTF was awarded funding to distribute to its online centres network in order to “educate, participate & celebrate” – the primary objectives of the scheme were to educate people about democracy, increase participation, and celebrate the centenary which many people were unaware of or its significance.

The GTF invested the grant in its #VoiceboxCafes project, which involved 34 online centres supporting 1,283 people to educate them & try to increase their democratic participation through a combination of digital & in-person learning. They tried to bust myths around voting and explain the difference between national and local politics, between the House of Commons and the House of Lords, and showed people how to carry out their own research online. What went down particularly well, she said, was showing people how to look up their local MP or councillor online and find out what decisions they had made in the past.

"Feeling far from Westminster, it can sometimes be difficult for people to see and understand how to make a difference in their own communities... there's still lots to do to encourage better balance in civic participation and democratic representation both locally and nationally." Nat Thorpe, Project Manager for Voicebox Cafes

Emily also reported back on some research she conducted among the learners to try to better understand what the main barriers were that had prevented them from participating in the past. The common themes that emerged included feeling excluded by jargon they didn’t understand; a lack of confidence & experience to talk openly about how they feel; not knowing how they could have a say beyond voting; not being interested, or seeing how it was relevant to their lives; having a negative experience of democracy in another country (e.g. witnessing corruption) which had led to a lack of trust in democratic systems; and believing their voice didn’t matter or that no-one was interested in what they had to say. Emily found the #VoiceboxCafes project had been vitally important in showing how things have changed for women in the UK over the last 100 years, which gave people in attendance hope for the future and inspired them to have their say.

After the project the GTF found there was a 65% increase in the number of learners who said they feel like they understand democratic processes in the UK. Emily highlighted that 70% of the people supported through the project were from BAME communities, which the GTF is particularly proud of. She rounded up by sharing some key learnings from their work, which included simplifying the language we use (“Digital democracy sounds good but people don’t know what it means”) and echoed some of Huw’s advice about carefully selecting venues – she recommended social, informal environments where people go anyway (such as a church hall). She finished by showing a video giving a taste of one of the #VoiceboxCafes sessions, showing women having fun naming their own political parties & reading their manifestos to one another.

Photo of Emily speaking
Emily Redmond, Good Things Foundation

Ben Fowkes, Delib

After a short break to refill our mugs, Ben was back at the lectern to give a potted history of Delib. He talked about the political games we designed in our early years, and how we evolved into a provider of digital tools that make it easier to involve citizens in decision making. He also explained where we picked up our unofficial motto, “Beware of the leopard”, and how it applies to our work (in case you didn’t recognise it, it’s a Douglas Adams reference).

Photo showing Ben from Delib in front of a slide that says "beware of the leopard"
beware of the leopard

We finished up the session with a panel discussion giving one last opportunity for us to pick our speakers’ brains. One member of the audience observed that the noticeable thread running through all three talks was about the need to make information accessible & relevant to a diverse audience, and Cristina commented that she found it optimistic how most of the discussion had focused on working with & involving people in existing structures rather than trying to break everything up & start again.

Thanks again to ODI Leeds for hosting us, to our expert speakers for sharing insights their important work, and to everyone else who made time in their day to come along. We always enjoy making new friends (including the chappie in the bandana below, who we met in the foyer at ODI Leeds!) and we hope to see you again at a future event – keep an eye on our Twitter feed for news of where we’ll be heading next.

Photo of Ben from Delib stroking a small dog wearing a bandana
Practical Democracy Pooch

Citizen Space v3.8 release announcement

Our latest Citizen Space release is here and as always it includes a handful of new features as well as some smaller, business-as-usual improvements to enhance security or fix minor bugs.

What’s new:

“Consultation completion” checkbox
There’s a new optional feature called “Consultation completion” which allows a consultation owner to indicate once they’ve finished working with the data and all work on that consultation is complete. When switched on, this tool appears on the consultation dashboard.

This feature was requested by the Scottish Government and is designed to help administrators from all organisations manage data retention periods. By logging the date that all work was completed on the consultation, it means your organisation will now have a record of how long it’s holding data for, making it easier to keep in line with data protection guidelines.

Automatic logout for internal admins after one month
To strengthen the security of Citizen Space, we’ve added an automatic logout period. Your internal admins’ log-in sessions will now expire one month after they last used Citizen Space. This time period is configurable so we can reduce it for your site if need be — if you’d like to make it a shorter time period, please get in touch with your account manager.

Changes to suspended users
Suspended users will now see an on-screen message telling them that their account has been suspended if they try to log in.

This message is editable by site admins, so your organisation can provide guidance about who users should contact if they want to get their profile reinstated. They will also no longer appear in the drop-down list of potential owners on the Manage Consultations page.

Improved reliability for response exports
A couple of customers with a high number of responses to their consultations recently experienced a problem exporting the spreadsheet of all responses. They found that the export would time out without letting them know that the request had failed. We’ve made some changes to the process so that the export is much more reliable, especially for consultations with a high number of responses, and the user will now be shown an update in real time of how many responses Citizen Space has added to the export so far.

Google Analytics removed from admin pages
A customer got in contact asking how they could filter out Citizen Space admin pages when viewing their Google Analytics data. We’ve changed Citizen Space so that only its public-facing pages will appear in Google Analytics data from now on, enabling you to concentrate on the more useful data about what your respondents have been up to on the site.

In other news…

Some helpful hints on GDPR
As you’re probably aware, the General Data Protection Regulation (GDPR) will come into effect in May this year. We’ve been busy doing prep work and have put together a list of useful resources that might come in handy when getting to grips with the new legislation.

Welcome to some new Citizen Space customers
In the last couple of months we’ve welcomed Scottish Water, the UK General Optical Council and the UK Gambling Commission to the ranks of our 90+ Citizen Space customers around the world.

Featured consultation

Talking of the Scottish capital, Edinburgh City Council recently opened a public consultation on a proposed new tram line in the north of the city. Running until 29 April, the consultation is well-presented with images embedded throughout and a nice example of the Events tool in action on the overview page.

You can keep up to date with other public consultations running in Citizen Space by visiting the Citizen Space Aggregator.