Engaging stakeholders

Stakeholder identification and analysis is encouraged so anyone with an interest in the proposed services receives appropriate communication from the relevant government agency. 

A few simple questions can often assist in identifying stakeholders: 

• who is the service for? 
• who is affected by the service? 
• who can influence the service? 
• who is interested in the service? 
• who can deliver the service? 

Unless the service is sensitive in nature, you should engage with as many stakeholders as possible to get a variety of viewpoints and ensure a robust engagement process. The ideal stakeholder engagement process should be ongoing and include thorough planning and reporting.  

Community services peak bodies may be able to help if you are unable to identify or connect with stakeholders. 

Remember that in co-design activities your stakeholders are equal partners with the government agency. Their contributions and expertise must be considered and be able to influence the services. 

Conducting stakeholder analysis will help identify current or potential issues with the procurement or service delivery. You can also learn from stakeholders’ experiences and use this throughout the process. 

The stakeholder engagement process should:  

• be built on common values and vision 
• be a ‘two-way’ consultation process so that all parties have the opportunity to exchange views and information, listen to each other and have their issues addressed 
• be free from manipulation or coercion 
• be characterised by a long-term commitment from all parties 
• involve a representative group of stakeholders  
• not make commitments that can’t be delivered  
• be developed early enough to identify and plan for key issues and operational decisions 
• disseminate all information in advance to the relevant stakeholder and present it an easily understandable format  

Stakeholder engagement should be delivered by procurement staff with strong communication and conflict resolution skills, alternatively the agency can engage an expert facilitator.  

Internal processes within the agency should also be developed and could include:   

• stakeholder engagement techniques that are culturally appropriate 
• use of appropriate technology to enhance level of awareness amongst stakeholders 
• processes that reflect timeframes, local realities and languages 
• good record keeping practices of who has been consulted and key issues raised 
• processes to follow-up on issues raised during consultation 
• processes to seek clarification of next steps during consultation 
• outline clear roles, objectives and activities to be achieved 

Be sure to look at previous stakeholder engagement processes that were undertaken in procurements for similar services to identify any potential problems and solutions.  

Considerations include:

• logistics – timing, resources, roles and responsibilities  
• key messages to communicate – ensure they are clear (use plain language and avoid jargon), concise, accurate (check with your colleagues), delivered in a timely manner and are appropriate for each stakeholder 
• risks – are there any risks with specific stakeholders? 
• be open and honest about your objectives and planned activities. Make sure they are achievable  

Possible methods of engagement to consult and communicate with key stakeholders could include:  

• surveys – using a quantitative research method to gauge views, experiences and behaviours  
• workshops – facilitating events so stakeholders can actively work and collaborate on a common objective, problem or task 
• meetings – using meetings that are open to all interested rather than those specifically invited  
• expert panel approach – gather opinions from a range of experts on the proposed procurement  
• interviews – using intensive face-to-face meetings and telephone conversations  

An ROI is used:

• as an early identification strategy
• when planning a new service or reviewing an existing service  
• to seek contact information for organisations that might be interested in providing a service at a future time

They:

• typically only consist of contact details for interested service providers
• should not elicit details of proposed services, capacity or experience 
• can be used as part of market research during procurement planning
• build your list of stakeholders for communication and engagement activities
• allow you to better understand the range of organisations who may wish to be engaged in co-design activities and/or notified of an open Request for Community Services being advertised
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To issue an ROI is not a commitment or representation that a Request will be issued at any time, and conducting an ROI process will not result in any kind of evaluation or short-listing. It does not enable your agency to issue a restricted Request for Community Services on the basis of the responses received. Once the ROI process has closed, the respondents can be contacted as necessary and in line with the purpose of the ROI process.

 The Community Services Registration of Interest template is available from community services templates