Exploring the potential and limits of digital tools for inclusive regulatory engagement with citizens

TY - JOUR

T1 - Exploring the potential and limits of digital tools for inclusive regulatory engagement with citizens

AU - Townley, Christopher

AU - Koop, Christel

N1 - Funding Information: This study has benefitted from engagement with the participants in the workshop on ‘Regulatory Engagement with Citizens: Potential and Limits’, held at King's College London in March 2023. We are also grateful for the feedback provided at the 2023 ECPR Regulatory Governance conference in Antwerp and the 2023 ASCOLA conference in Athens, and especially to Rik Joosen and Florentine Koppenborg. The study was supported by the King's Together Multi and Interdisciplinary Research Scheme and the NORFACE Joint Research Programme on Democratic Governance in a Turbulent Age, co-funded by AEI, ESRC, NWO, and RCN, and the European Commission through Horizon 2020 under grant agreement No. 822166 (ReConnect). Publisher Copyright: © 2023 The Authors

PY - 2024/3

Y1 - 2024/3

N2 - Over the past decade, independent regulatory agencies like competition authorities, water and energy regulators have increasingly turned to citizen engagement, including via digital channels. In this study, we seek to shed light on the potential and limits of economic regulators’ digital engagement with citizens, compared to traditional, non-digital equivalents. More specifically, we analyse the costs and benefits of four prominent (digital) engagement tools in relation to inclusion, focusing on three key challenges for inclusive citizen engagement: (i) access, (ii) accessible information, and (iii) support in making contributions. Furthermore, we assess the technical, social, and organisational conditions under which the use of the tools can be more inclusive. We conclude that ‘turning digital’ has important advantages for inclusive regulatory engagement but is no panacea. Yet, whilst some challenges cannot be unilaterally tackled by regulators, there is considerable room for these organisations to raise the inclusiveness of their engagement, both by combining tools and modes of engagement, and by expanding their toolbox.

AB - Over the past decade, independent regulatory agencies like competition authorities, water and energy regulators have increasingly turned to citizen engagement, including via digital channels. In this study, we seek to shed light on the potential and limits of economic regulators’ digital engagement with citizens, compared to traditional, non-digital equivalents. More specifically, we analyse the costs and benefits of four prominent (digital) engagement tools in relation to inclusion, focusing on three key challenges for inclusive citizen engagement: (i) access, (ii) accessible information, and (iii) support in making contributions. Furthermore, we assess the technical, social, and organisational conditions under which the use of the tools can be more inclusive. We conclude that ‘turning digital’ has important advantages for inclusive regulatory engagement but is no panacea. Yet, whilst some challenges cannot be unilaterally tackled by regulators, there is considerable room for these organisations to raise the inclusiveness of their engagement, both by combining tools and modes of engagement, and by expanding their toolbox.

KW - inclusion

KW - Digital

KW - citizen engagement;

KW - Economic Regulation

KW - Ofcom

KW - Ofwat

KW - Ofgem

UR - http://www.scopus.com/inward/record.url?scp=85182373747&partnerID=8YFLogxK

U2 - 10.1016/j.giq.2023.101901

DO - 10.1016/j.giq.2023.101901

M3 - Article

SN - 0740-624X

VL - 41

SP - 1

EP - 15

JO - GOVERNMENT INFORMATION QUARTERLY

JF - GOVERNMENT INFORMATION QUARTERLY

IS - 1

M1 - 101901

ER -