Encouraging local authorities to engage citizens more in decision taking has been a key issue since 1997 and, since it is likely to emerge again as an organising principle in the forthcoming White Paper on local government, it seems clear there are no easy answers. But why is there such a continuing problem, and what might be different this time?

Asking people what they think about issues or priorities is always fraught with concern. There are the two obvious problems. First, councillors consider it is their role to speak to and for the community, and although some have changed in their approach to local engagement, others have not. The second issue is that in consultation processes, only those who can be bothered to speak up will do so. Consultation only empowers those with power already. These are timeless concerns and they reappear regularly. The introduction of scrutiny, together with citizens panels, focus groups and direct polling, have all been seen to make a contribution, but they still seem only to have scratched the surface. The customer input seems difficult to manage, messy and ultimately, an unsatisfactory experience on all sides.