Our democratic deficit is unlikely to be solved if we continue to think of democracy simply in terms of what goes on in Westminster… our focus should be on improving people’s experiences of democracy everyday. Temi Ogunye from Citizens Advice gave this Lightning talk at Notwestminster 2016, Saturday 13th February in Huddersfield. Find out more at: www.notwestminster.org.uk

1. Going with
the grain
Why democracy
needs to fit with
modern life

2. About Citizens Advice

3. Context
▲ Figure 1: Turnout at General Elections, by year.
Source: ukpolitical.info
▲ Figure 2: Turnout since 1992, by age.
Source: Ipsos Mori, How Britain Voted

4. Context
▲ Figure 3: Percentage who trust governments to place the needs of
the nation above the interests of their own political party.
Source: British Social Attitudes 32
▲ Figure 4: Percentage who think politicians are merely out for
themselves, their party, or try to do the best for the county.
Source: YouGov / University of Southampton

5. Context

6. What is democratic engagement?
Having influence over the
decisions and services that
affect your life everyday.

7. ● The majority of the British public
feel a sense of duty to give back
and make a difference
● Govt. data on volunteering and
charitable giving reinforces this
picture of rich civic participation
So what explains disengagement?
British public are committed to making a difference
▲ Figure 5: Activities participated in in the last 3 months

8. ● Citizens don't think the political
classes reflect their values and
behaviours
● Attitudes get more negative the
further away decision making
lies, and influence is a key
● Democratic processes stand out
as in need of improvement
Democratic processes are out of sync with people’s
lives
▲Figure 6: Percentage who feel optimistic about different areas of
their life over the next 5-10 years

9. The public thinks democracy demands too much
◀ Figure 7: Percentage who selected
different suggested ways to make it
easier for them to get involved and
influence decisions.

10. People are frustrated by poor democratic processes:
○ the financial security bias
● 35 per cent of people are not
confident about their financial
security over the next 5-10 years
● They are poorly served by
democratic processes, have a lower
sense of political efficacy, and lack
confidence in their future political
representation
Does democratic engagement demand
too much ‘headspace’?
▲ Figure 8: Percentage who agree with different statements about democratic
processes

11. People are frustrated by poor democratic processes:
○ the assertive bias
“I have not got enough confidence to get involved.
I feel that this is far too above me to get involved
with”
“I don't understand politics enough to feel
confident in voicing my opinions”
“I cannot always express my opinions easily or
clearly and sometimes feel that I am having my
opinions swept under the carpet”
● 41 per cent of people self define as
assertive
● The 59 per cent of the population
that does not self define as
assertive lacks influence, and
participate less and less often
● The assertive are more likely to
think that processes are working
well

12. Democracy that goes with the grain
We need a democracy that is open and responsive to the values and
experiences of the public everyday, and a politics that goes with the grain of
modern life.
Design principles:
● Information: All public information should be published and presented
so that it is as easily accessible and understandable as possible;
● Accessibility: Democratic processes and channels for influence should
be co-located in the places where people spend time; and
● Experience: User experience and journey should be at the centre of all
democratic processes and channels for influence.

14. Design principles in practice: public service complaints
● Complaints systems are democratic
processes
● Public service complaints issues are
rising at Citizens Advice
● People don't complain about poor public
service & the feedback of specific groups
is being missed
● Aggregating complaints data, including
from informal channels such as social
media, can provide important insight
into potential service improvement
▲ Figure 9: Trend in public service complaints queries,
Q4 2011-12 to Q3 2015-16

15. Design principles in practice: public service complaints
▲ Figure 11: All complaint tweets directed @DVLA over the course of a year, and
those specifically relating to the introduction of the UK flag on driving licences

16. Presented by: Temi Ogunye
Date: 13th February 2016