The Role of Citizen Feedback in Shaping Social Policies: Enhancing Administrative Processes and Information Transparency for Inclusive Governance

Abstract

Many local governments conduct citizen satisfaction surveys to improve administrative management and governance. These surveys measure public opinions on government services and policies, but turning results into actionable policies can be challenging. This study analyzes these complexities and provides recommendations for utilizing citizen feedback to inform policy-making. The research focuses on data from 1,000 residents of a city in central Japan, exploring resident satisfaction with social policies. By examining public responses, the study identifies factors influencing opinions and areas needing policy adjustments. The imperfection of the method of the usual average value in processing the data of public opinion polls is substantiated, and it is suggested that, in the process of developing local development policies, focus on groups of respondents who provide more polarized answers, that is, on the "non-silent minority". It is justified that the ratio between the ratio of Satisfied /Unsatisfied and the ratio of Important/Unimportant should be the criteria for prioritizing public management measures (a matrix approach is proposed in this article). It discusses the role of local governments in incorporating citizens' views into decision-making and highlights instances where policies may not align with public preferences. Additionally, the study addresses the difficulties local governments face in managing competing interests and emphasizes the need for effective citizen engagement mechanisms to build trust in governance. It identifies key elements for effective governance, such as transparency, accountability, and participatory platforms, and underscores the importance of ongoing policy evaluation to meet community needs. In summary, this study offers insights into the application of citizen satisfaction surveys in policy-making, providing guidance for local governments to enhance their practices. It also notes the limitations of generalizing findings and the need for further research to support its recommendations, aiming to promote more citizen-centered governance.

Keywords

• citizen satisfaction surveys
• social policy
• administrative management
• social infrastructure
• hidden voices
• trust