E-Participation Policy

2.1 Purpose

This policy aims to govern how the entity digitally engages beneficiaries and relevant stakeholders in sharing views, suggestions, proposals, and feedback in a structured, meaningful, and transparent manner.

It also aims to ensure that digital participation is not conducted as a symbolic or purely presentational activity, but as an institutional mechanism that may meaningfully support service improvement, design, prioritization, or decision-making where relevant.

2.2 Scope

This policy applies to all digital engagement practices used by the entity to enable participation, including but not limited to:

• digital surveys and questionnaires
• online consultations or public feedback requests
• suggestion or opinion submission mechanisms
• structured beneficiary participation initiatives
• official digital channels used for collecting views or proposals

2.3 Definitions

• E-Participation: Structured digital engagement of beneficiaries or stakeholders in sharing input, views, opinions, or suggestions regarding a service, initiative, issue, or matter.
• Consultation: A formal mechanism for gathering views or input regarding a specific matter.
• Closing the Loop: Demonstrating how participation input was reviewed, considered, used, or responded to.

2.4 Governing Principles

The entity shall apply this policy in accordance with the following principles:

• clarity of purpose
• meaningful participation
• transparency of use
• relevance and proportionality
• fairness and inclusiveness
• closing the loop where appropriate

2.5 General Policy Provisions

Purpose and Relevance

1. Every digital participation activity must have a clear and defined objective.
2. Participation activities should only be used where beneficiary or stakeholder input is relevant and useful.
3. The entity should not initiate participation activities without reasonable institutional intent to review or benefit from the input received.

Design of Participation Activities

1. Participation mechanisms should be understandable, accessible, and easy to use.
2. Questions, prompts, or participation formats should be clear and proportionate to the intended purpose.
3. The participation channel, target audience, and timeframe should be selected appropriately for the subject matter.

Use of Participation Outcomes

1. Input received should be reviewed and analyzed where relevant.
2. Participation outcomes should be used, where appropriate, to support improvement, design, prioritization, or decision-making.
3. Participation should not be conducted solely for appearance, publicity, or formality without meaningful institutional consideration.

Transparency and Closing the Loop

1. The entity should, where appropriate, clarify the purpose of the participation activity and how input may be used.
2. Where relevant and feasible, the entity should communicate how participation input informed action, improvement, or consideration.
3. Participation activities should not create unrealistic expectations that all suggestions or views will be adopted as submitted.

2.6 Roles and Responsibilities

Executive Management

• Support the institutional use of structured digital participation where relevant.

Beneficiary Experience / Strategy / Digital Transformation

• Govern and coordinate participation practices across the entity.
• Support methodology, quality, and institutional consistency.

Communications / Digital Channels

• Support communication and activation of participation channels.

Relevant Service or Business Owners

• Define the purpose, target audience, and intended use of participation activities.
• Review and utilize outcomes where appropriate.

2.7 Compliance

Compliance with this policy shall be verified through:

• participation records
• governance reviews
• evidence of review or use of outcomes
• documentation of participation practices

2.8 Exceptions

Major digital participation activities may not be conducted outside the approved institutional framework unless formally justified and approved.

2.9 Related Documents

• Voice of Beneficiary Policy
• Beneficiary Insights Policy
• Beneficiary Centricity Policy
• Continuous Improvement Policy

2.10 Review and Update

This policy shall be reviewed periodically or as needed.​