In the first part of this series on listening as a tool to reimagine governance, we discussed the importance of listening in governance. Through a fictional story about Madina and Padma, we illustrated different forms of listening and the unique contributions each makes to effective communication between governments and citizens. We also emphasised how listening can enhance governance, particularly in India and Asia, where the complexities of diverse cultures and communities demand nuanced approaches to citizen engagement.
This second part will explore the practical aspects of government-citizen dialogue. How do governments typically engage with citizens? Do these methods enable genuine reflection, understanding, and learning, or are they mechanisms for response? Our objective in this segment is to reflect on how governments, and by extension, government officials, actually listen.
Overview of conventional government-citizen dialogue methods
Governments around the world, including in India, use various methods to gather feedback, address concerns, and involve citizens in decision-making processes. However, these methods often fall short of centring listening. They primarily focus on eliciting specific responses or gathering data rather than creating an open and reflective dialogue.
- Public meetings are traditional forums where citizens can voice their concerns directly to government officials. These meetings often follow a structured format, with a set agenda and limited time for each participant to speak. Officials are usually more focused on managing the meeting and addressing the immediate concerns rather than engaging in a reflective dialogue. This format can limit the opportunity for citizens to share their experiences in detail and for officials to understand and reflect fully.
- Surveys are widely used to collect data on citizen satisfaction and opinions. They are effective tools for gathering quantitative or qualitative data and identifying trends. However, surveys are typically designed with specific questions that seek specific answers. This approach does not allow for the nuances of individual experiences and concerns to emerge. Furthermore, the structured nature of surveys means that the responses are often confined to the options provided, leaving little room for citizens to express their thoughts fully.
- Grievance redressal systems are designed to address specific issues and are essential for resolving individual problems and ensuring accountability. However, these systems are inherently reactive, responding to issues as they arise rather than proactively engaging with citizens to understand their broader concerns and experiences.
While these conventional methods are crucial for government-citizen interaction, they often prioritise information gathering and problem-solving over genuine listening. The structured and goal-oriented nature of these methods can limit the opportunity for deep, reflective dialogue. As a tool, listening requires an openness to hearing and understanding the experiences and concerns of citizens beyond the immediate need for data or problem resolution. It involves creating spaces where citizens feel heard and valued, and where their voices can influence decision-making processes meaningfully.
Six things we learned from government officials about listening
To understand how governments listen to citizens beyond conventional methods, we interviewed two citizen-facing government officials in India. We spoke with Block Development Officers, who we’ll call Yashwant and Girija to protect anonymity, to understand their approach to listening. Here’s what we learned:
Listen actively in daily interactions
To highlight the importance of listening to citizens, Yashwant shared a story about an elderly man who frequently visited his office, distressed about a local Seva Kendra (service centre) that had been closed for weeks. This Kendra was crucial for updating his Aadhar details (proof of identity) and checking his passbook, as the nearest bank was over 5 kilometres away.
Understanding the man’s urgency, Yashwant contacted the service centre operator and discovered he was on unplanned leave due to a family emergency. Yashwant arranged for the centre to reopen in six days, ensuring the man could access the needed services. This experience underscored the value of listening in promptly resolving issues and improving service delivery.
“The old man went back the next day and the day after, and now, for three weeks, it has not opened. He needs some details updated on his Aadhar to get pending NREGA payments.
No one was telling him when the Kendra would open again. He worried he would have to go to the bank and till Zilla himself. I immediately called the Kendra person, who is a friend of mine, and he said he would be back in six days. His mother had passed away, so suddenly, leave was taken. It was such a simple solution, and this man was just worried.”
Build trust through follow-up actions
Girija demonstrates the significance of follow-up actions to build trust with the community. She recalls a young mother from a drought-affected village who shared her worries about the lack of water for crops and livestock. Realising the severity of the situation, Girija coordinated with district officials to arrange immediate water tanker deliveries and initiated a project to build a new community.
These actions addressed the immediate crisis and showed the community their concerns were taken seriously, building trust and rapport with the citizens.
“A young mother approached me. She was very worried about the lack of water for her crops and livestock. She told me how the drought had impacted her family’s jobs making it hard to even get drinking water. When she was sharing this I realised how bad the situation really was.
I coordinated with the district officials to get some water tanker deliveries to her village immediately and initiated a project to build a new community well, although it was not very sustainable.”
Listen without interrupting
Girija recounted when a group of young girls approached her about their school’s lack of safe and clean toilets. Initially shy, the girls gradually opened up about their concerns. Girija listened patiently without interrupting, which helped her understand the gravity of the issue. This led her to engage with the school staff to explore solutions, highlighting the importance of uninterrupted listening in understanding and addressing citizen concerns. Here’s a snippet of Girija’s sharing the story herself:
“A few months back, during a routine visit, I spoke with a group of young girls who were thinking of dropping out of school. These girls were around 13-15 years old. They were feeling shy initially but then said the school toilets were not safe and clean. And because they were too far from home, they could not even go back home to use toilets.
I started asking the teachers who said the male-to-female toilet ratio is not equal. They have fewer male urinals than female toilets, and this becomes an issue sometimes, so male students also use the female toilets, which is why girls feel unsafe.
If I had not directly spoken with the students, I would not have known about this issue. Sometimes, I forget how important it is to speak with young people these days and hear their concerns. I have not found a solution to this problem, but I am in conversation with the principal and teachers to see what we can do. Immediately building more toilets is not feasible, but we can think of alternatives together. Let us see.”
Be okay with not knowing everything
Girija’s interaction with a farmers’ group about the PMFBY insurance (crop insurance) scheme showcases the value of acknowledging that it is okay not to know. The farmers were worried that the scheme wouldn’t cover their needs due to increasing droughts and its complicated application process. Recognising her limited knowledge about climate impacts, Girija arranged a workshop with experts to educate herself and the farmers. This reflexive approach allowed her to better understand the farmers’ issues and work towards more informed decisions.
“When speaking with them, I was thinking I also don’t have the answers. I don’t know too much about climate and its impact on different crops that is not my job. So I arranged a workshop with some experts to explain the scheme better to myself.”
Create inclusive spaces for dialogue
Yashwant stresses the need for inclusive dialogue spaces. He recalls meeting a young boy who desperately wanted to enrol in the NREGA (employment guarantee scheme) to support his family. Despite being underage for the scheme, Yashwant listened to the boy’s concerns and aspirations. This interaction made Yashwant think about broader issues like family savings and educational support, illustrating how inclusive dialogue can lead to deeper insights and potentially transformative actions.
“I got the sense he wants to make his own money for college, maybe his family doesn’t have, and he doesn’t have good grades for scholarship. I told him to take school seriously and study more over the next two years. It did make me think about savings for families like him. I know it is nonexistent in India, but what can the government do for people like him.”
Challenges of balancing workload and listening
Both Yashwant and Girija face challenges balancing their heavy workloads with the need to listen to citizens effectively. Yashwant shared a poignant example of his failure to listen carefully, which led to severe consequences. Villagers had complained about the poor condition of a local road, but Yashwant, overwhelmed with his duties, quickly dismissed their concerns. This oversight resulted in the road’s condition worsening, culminating in a serious accident involving a young couple and their child and prompting a community protest.
“I will first tell the government only to give us more than 24 hours in a day. If god can give me this miracle, I can do anything. I need more time. All the time, I am busy with random paperwork.” – Yashwant
Girija acknowledged that her extensive workload can prevent her from fully grasping critical issues. She nearly missed understanding the severe impact of climate change on farmers’ crops until persistent feedback from the community brought the issue to light. These experiences underscore the need for better support systems and resource allocation to help officials balance their administrative responsibilities with the essential task of engaging with and listening to the community.
“There are times I don’t listen properly because of too much workload, or I only listen to one side of the conversation. Like if I had not heard the farmers properly, I would have thought they are lying and want more insurance money. But because I was listening properly, I could connect their issues with climate change, you know?” – Girija
Advice from government officials on engaging citizens
We asked Yashwant and Girija for advice on how other government officials can better listen to citizens:
Follow up consistently: Regularly follow up with the community to build trust and demonstrate ongoing commitment to their concerns, even if there has not been progress.
Take time to listen: Allocate specific time in your schedule to listen to citizens without distractions, ensuring their concerns are fully heard and understood.
Ask more questions: Engage in conversations by asking follow-up questions to get a deeper understanding of the issues and show genuine interest in their problems.
Keep written records: Document conversations and feedback to avoid forgetting details and to track issues over time, ensuring that citizens’ concerns are addressed.
Conduct regular field visits: Visit communities regularly to interact with citizens in their environment, providing valuable insights not captured through formal reports or meetings.
Be patient and open-minded: Approach each interaction with patience and an open mind. Recognise that not everyone can articulate their problems clearly. Go beyond what is spoken to understand body language. Find comfort in silences. Be okay with disagreements.
