Examines the ways in which interactions between service suppliers and users in deprived areas can be enhanced to improve service delivery and how the various mechanisms for this, especially community involvement, affect service quality and outcomes. Reviews the existing literature and evidence base on the topic. Maps current and proposed policy initiatives to improve service delivery and to bring about more meaningful community engagement. Discusses the variety of approaches to community involvement that have emerged. Assesses the costs and benefits associated with different types of provider-community involvement. Uses case study evidence to discuss what works well and the implications for policy. Makes recommendations to embed community and user involvement in the processes of service providers in deprived areas.

This research was conducted for the Office of the Deputy Prime Minister (now the Department for Communities and Local Government) in collaboration with the Home Office and the Cabinet Office.

Reviews the existing literature on community involvement in service provision and maps policy initiatives. Draws on this desk research to investigate fifteen case study examples in more detail, under the three themes of information and consultation, deliberative engagement and community provision.

Finds that community involvement is needed to improve service delivery but providers must adopt more effective ways of working, especially in deprived areas. Argues that providers and policy makers must recognise that community involvement can have different forms, which pose specific problems and challenges. Also finds that community involvement is difficult to establish and sustain although the evidence suggests that its benefits exceed its costs.

Department for Communities and Local Government (formerly the Office of the Deputy Prime Minister), tel. +44 (0) 20 7944 4400

01/09/2005

A consortium of researchers including SQW Ltd, the University of the West of England, the London School of Economics and Whole Systems Development.

research

Urban Policy > Social inclusion & integration > Community development

Citizens' participation