Main results

Regarding access to information, we believe that there is still work to be done in designing document management systems that ensure access to information in terms of authenticity, reliability, integrity, timeliness, and usability over time. To this end, one action the administration could take is to create interconnected document and information management systems.

Existing platforms are prepared to cover the stages of participatory processes, as outlined in guides for participation processes. However, these platforms don’t always have complete documentation and information access sections. Therefore, more attention should be paid to this aspect during action preparation. One proposal when designing and implementing a document and information management system is to connect information publication efforts between transparency portals and open data portals. Additionally, it would be beneficial to strengthen the process of identifying the necessary information for each participatory process, focusing on citizens’ needs.

For the front office, we recommend identifying the specific information and data needed in each participatory process from the citizen’s perspective and making it available on the action platform. We observe that many efforts have been made to systematize actions, but often from a back-office perspective. Participatory processes should also consider the perspective of the people involved.

In terms of informational competencies associated with participatory processes, there is also room for improvement. Beyond the digital divide acknowledged by the administration regarding citizens, which primarily addresses technological aspects, we recommend focusing on informational competencies for both public employees and citizens, particularly regarding the use and benefit of information generated in these spaces. First, we suggest recognizing the need to consider citizens’ competencies in information searching, source identification, and information analysis to participate more constructively and knowledgeably in deliberative processes. In this regard, just as there are in-person sessions to support platform use, workshops could also include training on information location and analysis, which are minimum requirements for ensuring citizens possess informational competencies. Second, we recommend training on competencies that public employees need in participatory processes: in addition to communication and mediation skills to moderate debates, especially in face-to-face actions, we recommend focusing on two aspects: (a) managing the information they need to provide to citizens and (b) managing the knowledge generated on the platforms. Ensuring these competencies in administration staff allows them to make effective use of information provided by citizens while also guiding and advising them on interacting with the platform, content, and participatory process elements.

Regarding the context of participation and informational context, although the participation process is well-defined and structured, we recommend incorporating the citizens’ perspective through associations, for instance, as a basis to motivate and encourage civil society participation. The recommended action areas are: (1) Using plain language in shared documentation or information, adapted to the participants; and (2) conducting actions linked to themes of interest to the public that are considered relevant. This requires mechanisms to understand the specific interests of citizens in a given geographic area, i.e., capturing environmental knowledge.

Lastly, we have identified best practices within the administration and recommend maintaining and nurturing them. The creation and extraction of knowledge at the end of deliberative processes and back-office work are notable, with this knowledge documented as guides or evaluation guidelines. Best practices can be expanded by implementing the previously suggested improvements. Additionally, we recommend further exploring the strengths of knowledge and information management in all processes, as it is a source of competitive advantage. This should be a subject of specific training for public administration employees.