Specifications of tools to develop: Design WITH older people

by Daksha, Erika, Amal, Kristen and Paul

Key issues:

1. Transparency in consultation process > feedback
2. Shared responsibility between service providers and users
3. Better communication, better explanation of complex policies and procedures
4. Support for people using new services, training in how to use internet tools
5. Inclusion as exclusion (narrow the groups of the people taking part in consultations and be clear about it)
6. When does generic service need to be specialised (tailoring consultation / services)?(language / culture, mobility, health, location)
5. Responsibility

• Managing expectations of users as council resources are finite
  
• transparency in consultation process (feedback / concrete actions)
• shared responsibility between service users and provider

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1.
What is the problem?
Lack of shared responsibility between service users and providers. Unrealistic expectations and lack of feedback leads to dissatisfaction on both sides.

What are the desired outcomes?

• Manage expectations (council resources are finite)- transparency in consultation process
• Provide feedback and take concrete steps

What are the requirements (process, time, people, skills)?

• Need a mechanism, for accountability if you want people to take responsibility
• Raise awareness among people who want to take part in consultations
• Support instead of sanctions for accountability. If people are afraid for their jobs funding they won't be honest about negative feedback
• Feedback a requirement