Public services and citizen participation
The pressures across public services in the UK and recent increases in council tax in Scotland brings into sharp focus the challenges faced by people who are involved in providing public services.
Making and communicating change by understanding citizens’ needs
We find Sherry Arnstein's Ladder of Citizen Participation is a useful model in our teaching to illustrate the different levels of citizen involvement in decision-making processes.
Although it was proposed back in 1969, it still remains a foundational concept in the field of public participation.
The ladder consists of eight rungs, each representing a different level of participation:
Non-participation
- Manipulation - the lowest rung, where participation is merely a formality, and citizens have no real influence.
- Therapy: - similar to manipulation, this level involves activities that aim to "cure" or "educate" citizens without giving them any real power.
Tokenism
- Informing - citizens are informed about decisions, but there is no opportunity for feedback or influence.
- Consultation - citizens are asked for their opinions, but there is no guarantee that their input will be considered.
- Placation - citizens can advise or make recommendations, but the power holders still have the final say.
Citizen control
- Partnership - power is redistributed through negotiation between citizens and power holders, allowing for shared decision-making.
- Delegated power - citizens have significant decision-making authority and can ensure their views are implemented.
- Citizen control - the highest rung, where citizens have full control over decisions and policies
Arnstein's model emphasizes that genuine participation requires a redistribution of power, enabling citizens to have a meaningful impact on decisions that affect their lives.
What does citizen participation actually look like?
We ran our own analysis of citizen participation from recent projects.
Empowering communities to design better services for families
Citizen participation level: Partnership
Case study: Empowering communities to design better services for families (January 13, 2025)
The Dumfries and Galloway Local Employability and Skills Partnership (D&GLEP) involves communities in the design process to create innovative, sustainable solutions for employability services.
This aligns with the "Partnership" rung on Arnstein's Ladder, where power is redistributed through negotiation between citizens and powerholders.
Changeworks puts tenants in control in design of new energy support service
Citizen participation level: Partnership
Case study: Changeworks puts tenants in control in design of new energy support service (August 31, 2022)
Changeworks, in partnership with the Service Design Academy and three housing associations, involves tenants in the design of a new energy advice service. Tenants share their experiences and participate alongside Housing Association staff, energy advisors, and behaviour change specialists.
This aligns with the Partnership rung on Arnstein's Ladder, where citizens and powerholders work together to develop solutions, sharing decision-making responsibilities.
Designing better futures with Dundee families
Citizen participation level: Delegated power
Case study: Designing better futures with Dundee families (September 10, 2024)
This initiative focuses on understanding and addressing the real needs of people by involving them in the service design process. It aligns with the "Collaboration" rung, where citizens and powerholders work together to develop solutions, sharing decision-making responsibilities.
These examples illustrate different levels of citizen participation as described by Arnstein's Ladder, ranging from consultation to partnership and collaboration. Each initiative demonstrates a commitment to involving communities in meaningful ways to improve services and outcomes.
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Podcast of the week
SDA Educator Kim Anderson has been enjoying the "Museum Doctor" by Paul Jennings:
Here's why...
The podcast addresses current challenges faced by museums and galleries, such as the impact of the cost of living crisis on audiences and the importance of offering high-value experiences, which, as a service designer is right up my street.
Each episode features interviews with senior leaders and experts in the field. The podcast covers a wide range of topics, including heritage conservation, cultural enterprise, innovative revenue generation strategies, and the evolution of visitor engagement
- David Hamilton shares his story about how he developed the Scottish Deer Centre by integrating his gaming expertise into Scottish Deer Centre. This is a brilliant example of Rip and Mix!
- Gordon Morrison from the Association for Cultural Enterprises talks about the evolving landscape of cultural funding and strategies for financial sustainability.
- Philip Long of the National Trust for Scotland explored the responsibilities and challenges faced by the National Trust for Scotland, including innovative revenue streams.
- Leigh Stevenson Cultural Enterprise Consultant discusses the balance between commercial success and mission-driven purposes in cultural institutions.
- Callum Lumsden Founder & Director, Lumsden Design explores the world of museum and gallery retail design, including his work with institutions like Tate Modern and MoM.
Let's keep in touch!
We hope that this newsletter has been informative, useful and interesting.
Please get in touch if you would like to join the Service Design Community or have a chat about your learning or business needs. We're at info@sda.ac.uk.