Community consultation is one of the strongest tests of Local Government and councils are often criticised for not doing enough. When they are consulting with the community, Councils are often accused of going through the motions with the decision being a foregone conclusion. To counter these criticisms, Brisbane’s best practice consultation model has improved organisational performance and service delivery to develop a consistent approach to ensure community expectations are met.
Portfolio Leader, Melissa Nugent, said services had improved through coordination of consultation projects in local areas along with a corporate approach at all levels of the organisation.
She said employee morale has improved through the project.
“Expectations of staff and delivery requirements are clear and agreed,” she said. “Providing proper resources, tools and training builds staff skills and confidence.”
The end result is better service by staff and community satisfaction.
Melissa said clearer communication improves understanding and expectations around community influence on decision making. Improved feedback loops ensure clear communication on how community ideas have influenced Council decisions. The whole consultation process is now fully evaluated and the community identifies areas for improvement.
The use of shared information across projects achieves improved coordination of community involvement, timing and resources.
For further information contact Melissa Nugent on (07) 3403 8888.
