April, 2000

Allegheny County's Customer Relations is an important element in assuring the future sustainability of the region. But, from a long-term perspective, the critical question is not how county taxpayers feel about the specific services they receive – the real issue is whether residents and other stakeholders are engaged in the decision-making process.

The concept of "sustainability" poses an important question: "How can we ensure that future generations enjoy a region that brings together economic prosperity, social equity and environmental quality?" To answer this question, we need "citizens" who look beyond narrow interests to the common good, who contribute their ideas, their voices and their support for local resource-generation to realize a shared regional vision. An engaged citizenry keeps the vision of a sustainable region vital over the long term, beyond the limited perspective of four-year election cycles. As an added benefit, an environment of open and engaged public discussion helps attract and retain the kind of active, entrepreneurial citizens our region needs.

To achieve the goals of long-term sustainability, Allegheny County needs to think beyond "customer service" to "citizen engagement." The recommendations in this paper will help to harness the entrepreneurial power and commitment of truly engaged citizens. Encouraging multiple, informed perspectives in discussion is difficult. Shared consensus and vision take time to build. However, these efforts can do more than lead to effective governmental policy. They can make our region a magnet for the energetic, involved citizens we need to attract and retain – for generations to come.

Sustainable Pittsburgh's Civic Engagement Team identified a troubling disconnect between elected officials and the region's citizen base. Although citizens recognize that positive things are happening in the region, they feel they have little voice in the process. Initiatives such as the "Plan B" implementation, a new development plan for downtown, the passage of Compact 21 legislation, low voter turn-out, and racial disparities are all symptoms – and to some extent causes – of this "disconnect."

Pittsburgh is known for its history of civic accomplishment, but not for its level of civic debate or grass roots engagement. With concerted action, the region’s traditions of philanthropic concern, neighborhood identity, the long-term perspective of an older population and new ideas from emerging younger leaders – a truly remarkable level of civic engagement can be achieved. With a new County government and new voices speaking up in public discussions, now is the right time to reinvent civic engagement for the region.

Develop new ways to generate informed discussion and meaningful change on critical regional issues. Discussion should be grass roots in nature, pulling people together across geographical, demographic and interest boundaries -- and sustained enough to build broad consensus on complex issues. To be credible, these models for involvement need to be generated outside traditional government structures, but County government can play a significant role of support and recognition.

Develop a more extended process to set goals and achieve consensus. Begin with informed speakers – national as well as local – to bring a diverse set of participants to a shared level of understanding with respect to the issue at hand. Then facilitate discussion which moves stakeholders beyond specific "interests" to shared goals and opportunities. Foster media coverage of the discussions, but structure the process to minimize grand-standing and "pro vs. con" or overly-simplified formulations of complex issues. Let legislation grow out of these discussions, with citizen participants as ambassadors and spokespeople. Non-profit facilitators could be contracted to assist in coordinating this new form of public input.

Welcome new ideas from the grass roots, rather than viewing them as distractions.

Publicly track progress concerning these indicators. Invite the media into the process. Engage essential stakeholders in an ongoing improvement process.

The process to establish consensus on appropriate "indicators" can be as important as the indicators themselves.

Using strategies identified in recommendation #`1, build informed consensus on shared goals before advancing specific plans. Present specific proposals for discussion with clear reference to the original process and goals.

Meaningful civic engagement must be reflective of the entire community, at all levels of participation. It requires commitment, resources, creative outreach and staying power. It is necessary to improve the fit between decision-makers on civic boards and in government and the make-up of the community being served. Racial diversity, age diversity and representation of service users are all critical, particularly the inclusion of traditionally under-represented groups, including youth.

Establish targets and report on them over an extended period.

Personal trust-building and diverse perspectives are key. By way of example, officials who have had meaningful contact with mothers holding multiple low-wage jobs will think differently on issues ranging from minimum wage, to transportation, to child care.

# 4 : CREATE NEW STRATEGIES FOR EDUCATION AND OUTREACH

Outreach mechanisms (to engage a wider population) and education (to deepen the level of discussion on complex issues) must be more energetic and more innovative. Newspaper notices, fliers, sound-bites and political ads only reach the usual participants and, often, in a very shallow, polarizing way.

Funding could support more effective outreach in public housing communities or provision for child-care in connection with County discussion forums.

# 5 : DOCUMENT COMMUNITY NEEDS MORE EFFECTIVELY

The needs of specific community populations often become lost when all segments are averaged together. The County should actively seek community-sensitive data on which to base policy discussions.