Citizen Engagement Handbook

Contents page

Foreword 02

Introduction 04

Citizen engagement and you 06

From feedback to engagement 08

Public consultation guidelines 10

Frequently Asked Questions 19

Success stories 32

Get into action, be part of REACH 34

Foreword

What does it take to be an active citizen?

What does it mean to be engaged? How
can I make a difference?

We all have a role to play in sharing our

thoughts and ideas, and working together
to make Singapore a better place for all.
It’s not just about giving feedback, but
it’s also about giving constructive ideas
and suggestions so that national policies
can be further fine-tuned.

REACH (reaching everyone for active

citizenry @ home) is the bridge between
the Government and the people. We want
to actively engage you, encourage you
to participate and to be involved in the
shaping of policies. In order for the policy-
making process to be more effective,
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Citizen Engagement Handbook

there must be a close partnership between

REACH, the government agencies, and
most importantly, you.

Your feedback is important to us.

This book aims to illustrate the

principles of giving feedback and public
consultation. We hope that this will
enhance your understanding of the public
consultation and engagement process,
and be encouraged to come forward, and
make a difference.

Dr Amy Khor
Chairman
REACH

Foreword
Introduction
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Citizen Engagement Handbook

What is citizen engagement? What are

the guidelines of public consultation?
What is the Government’s role in policy-
making? What is your role? How can you
put your ideas into action? How can you
make a difference to society?

This handbook will answer these

questions. It will illustrate how you
can not only make your views heard but
also how you can make a difference in
the policy-making process. Through the
various channels of feedback, we hope
to engage you in playing a more active
role in formulating new policies or refining
existing ones.

You have a role to play too. And REACH

aims to facilitate that. We want to
engage you.

Introduction
Citizen engagement and you

Public consultation is the process of

seeking views and ideas from citizens/
stakeholders in policy formulation and
implementation. It allows Singaporeans
to exchange information and perspectives
with the Government, while at the same

C
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Citizen Engagement Handbook

time promoting a better understanding of

national issues and that citizens’ views
count in shaping Singapore’s future.

Consultation and feedback are

important in formulating successful
public policies. Singaporeans are
becoming increasingly well-informed
and want to participate more actively
in the policy-making process. Putting
your ideas into action – this is what
active citizenry is all about. It is time
to move beyond just giving feedback, to
being engaged!

Being actively engaged gives you the

opportunity to play a part in nation-
building. It will also strengthen your
sense of commitment and belonging to
Singapore.

Citizen engagement and you

From feedback to engagement

To raise the level of public engagement, promote active

citizenry, and create more avenues for Singaporeans to
participate and involve themselves in the issues that affect
their lives, Prime Minister Lee Hsien Loong announced the
revamp of the Feedback Unit to REACH (reaching everyone
for active citizenry @ home) on 12 Oct 2006.

To achieve its goals, REACH assumes the following roles:

a. Gathering and Gauging Ground Sentiments. REACH
will continue to feel the pulse of the ground.

b. Reaching Out and Engaging Citizens. REACH will work

closely with community and grassroots organisations to
reach out to more segments of the Singaporean society.
Besides conducting dialogues and tea sessions, REACH
will also work closely with the mainstream media to
convey key issues, as well as tap on new media such as
SMS and blogs to engage more Singaporeans.

c. Promoting Active Citizenry through Citizen Participation

and Involvement. REACH will form ad hoc workgroups
which will work with the relevant Ministries to develop
the ideas into concrete proposals for the Government’s
consideration.

From
m
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Citizen Engagement Handbook

om
m feedback to engagement
Public consultation guidelines

“To have fruitful public consultations,

it will help if everybody understands
the terms of engagement. The Remaking
Singapore Committee (RSC) proposed
developing a set of ground rules
for this purpose. A team of young
civil servants worked on it, and
have come up with useful guidelines,
which the Government endorses.
These are not OB (out-of-bounds)
markers, but simply guidelines that
will make our public consultations
more productive and successful.”

then-DPM Lee Hsien Loong at

the Harvard Club of Singapore’s
35th Anniversary Dinner,
6 Jan 2004

The illustrations on the following pages

will explain the principles and guidelines
of public consultation.

Puub
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Citizen Engagement Handbook

For the Government:

1. State clearly the objective, scope and process of each
public consultation exercise

ublic consultation guidelines

Public consultation guidelines

For the Government:

2. Provide sufficient time for the consultation exercise
before finalising the policy

Puub
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Citizen Engagement Handbook

For the Government:

3. Provide timely and accessible information on policies
under consultation, in a simple and concise manner

ublic consultation guidelines

Public consultation guidelines

For the Government:

4. Facilitate a diversity of views

Puub
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Citizen Engagement Handbook

For the Government:

5. Close the loop with the public

ublic consultation guidelines

Public consultation guidelines

For the public:

1. To understand the rationale and intent of the policy
under consideration and provide value-added inputs

ub
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Citizen Engagement Handbook

For the public:

2. All feedback are welcomed, although not all views may be
accepted in the consultation process

ublic consultation guidelines

Public consultation guidelines / Frequently asked questions

For the public:

3. There should be mutual respect for the point of view of
all participants
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Citizen Engagement Handbook

1. What kind of feedback can I give to REACH?

You can give feedback on policies, national issues, or issues

that affect you as a citizen.
Frequently asked questions

2. What are the channels available to give my views to

REACH?

Fr
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Citizen Engagement Handbook

You can share your views via the following channels:

By e-Mail: reach@reach.gov.sg

By Internet: www.reach.gov.sg

By Post: REACH, 510 Thomson Road, #16-01, SLF

Building, Singapore 298135

By Fax: 6354 8128

By Phone: 1800-353 5555

(Mondays to Fridays 8.30am to 5.30pm,

Saturdays 9.00am to 1.00pm)

In addition, REACH also offers new feedback channels

– SMS and blogs for various topics

Frequently asked questions

Frequently asked questions

3. What happens after I have given my feedback to

REACH?

Fr
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Citizen Engagement Handbook

REACH officers will review the feedback and send it to

the relevant Ministries or agencies for their information or
attention. You will be kept informed of the status and
development of your feedback.

Your feedback will be taken note of by the Ministries and

agencies, and where appropriate, the relevant Ministries and
agencies will clarify the points raised in the feedback and
provide a response.

Frequently asked questions

Frequently asked questions

4. Does REACH edit my feedback?

Fr
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Citizen Engagement Handbook

No, REACH does not edit any feedback. The feedback that
reaches the Ministries and agencies is uncensored so as to
retain the sentiments and nuances of the feedback.

Frequently asked questions

Frequently asked questions

5. Does the Government listen to my feedback? Or does my

feedback go into a black hole?

Fr
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Citizen Engagement Handbook

Yes, the Government seriously considers all feedback

given.

REACH was set up to engage Singaporeans in the policy-

making and policy-refining process. Consulting the public is no
longer defined by a one-way communication process. Moving
forward, REACH will focus on providing opportunities for
the public to translate their ideas into action. In this way,
Singaporeans will assume greater ownership of their ideas.

However, Singaporeans should also recognise that not all

views may be accepted.

Frequently asked questions

Frequently asked questions

6. Can I give anonymous feedback?

Fr
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Citizen Engagement Handbook

Yes, but if there are no contact details, the Ministries

and agencies would not be able to keep you informed of the
status of your feedback.

Feedback is important. REACH would like to encourage

Singaporeans to share their feedback and ideas. Feedback
helps the Ministries and agencies to fine-tune national policies
and programmes.

Frequently asked questions

Frequently asked questions

7. How can I play a more active role in engaging the

Government?

Fr
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Citizen Engagement Handbook

You can actively participate in REACH’s various avenues

for feedback. This is one of the many direct ways to engage
the Government and to register your views. REACH has
many communication channels through which you can provide
your views. For more information on the various channels,
please refer to Question 2 on pages 20 and 21.

You can keep yourself abreast of the latest policy

developments and issues of the day through the news, or at
www.reach.gov.sg.
www.reach.gov.sg

Frequently asked questions

Success stories: from ideas to reality

Success storr
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Citizen Engagement Handbook

Many policies have been fine tuned after

implementation. This is a result of
feedback by Singaporeans.

REACH has compiled many cases where

feedback has made a difference.

Higher speed limits for our expressways.

Paying more for MediShield for better
coverage. Views from the public have
shaped these policy changes and others.
Read about them and other stories in
our books: Shaping Our Home: Turning
Ideas into Reality and Feedback Ideas
– In Focus.
Focus

They are also available online at

www.reach.gov.sg. You can also request
www.reach.gov.sg
for a free copy by contacting us
at 1800 353 5555 or by writing to
reach@reach.gov.sg.
reach@reach.gov.sg

orries: from ideas to reality

Get into action, be part of REACH

Get into a
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Citizen Engagement Handbook

Did you participate in the Shine Festival

Festival?
Are you impressed with our youth
performing dare-devil stunts at the
*Scape Park
Park? Do you know how these
came about?

The ideas of having a youth festival

and a dedicated skate park arose from
Youth: Creating Our Future consultation
exercise. They were suggestions made
by our youth, which were accepted by
the Government. More importantly,
it was the youth themselves who then
brought these ideas to fruition.

There will be more opportunities for

Singaporeans to get involved, to feel they
are engaged and make a difference.

Join us.

action, be part of REACH