There has been a focus on greater government efficiency, accountability and public responsiveness in recent years. Public sector agencies are being required to increase value for taxpayers' money by addressing the needs and expectations of their key stakeholders and customers. In order to develop closer relationships with the community and strengthen their customer focus, Main Roads Western Australia initiated a proactive consultation strategy to help develop road network strategies. Nine Issues and Directions documents were distributed in September 1996 to government agencies, key stakeholders, academics, peak bodies and transport agencies in other Australian states. This was followed by a series of `consultation workshops' for key stakeholders from peak bodies and other government organisations. The consultation process improved understanding and strengthened relationships between stakeholders and Main Roads. This paper discusses a qualitative evaluation and the lessons learned from the consultation process and makes recommendations for other agencies that would like to involve stakeholders in strategy development. (A)
Abstract