1. “Listening and citizen
participation Processes”

2. Bisontin Panel
Tools / methods Qualitative and quantitative methodologies.
Semi-structured individuals interviews are led with elected representatives,
services and inhabitants for design survey of the policy/service studied. To
continue, the quantitative phase involves furnish by phone the questionnaire to
panel members
Satisfaction survey and/or opinion survey according to order (control of the
contact degree between participant and the service/policy)
From 2011 : information from participatory bodies of survey’s results and
organization of seminars reporting.
From 2012 : organization of focus group with participatory bodies.
Application objects Public policies: participatory democracy, children’s aid, global mapping of public
policies.
Local public services : communities centers, municipals receptions, overall
satisfaction.
Objectives Impacts measure : Redesign of the policy, review on the policy of
communication
Satisfaction measure: Enhancement of service, improvement of efficiency,
redeployment of resources.
Targets The totality of the population: 800 representatives panel members of the
population according to 3 criteria (sex, age, SPC)

3. 2006
2008
2009 2010 2011 2012 2013 …
The
establishment
of
consortium.
Shared
method
invention
#1 Recruitment and municipal quality perception
#2 public policies perception
#3 citizenship and social links
#4 childhood and families
#5 quality of reception
#6 public policies perception
#7 quality of life, quality of city
Users Life path
#8 residents focus groups
presentation CCH/CdS
Focus groups CCH/Politicians/serv.
Day « Part démo »
Permanent satisfaction barometer (Reception & web)
Involve listening and citizen participation processes. The
residents’ panel : a continual learning process.
#9…
Forward-looking 2030

4. 4
4
•Interviews with
politicians, managers
and citizens.
•Qualitative analysis
•Coding/
questionnaire design
•Validation
•Interviews with
politicians, managers
and citizens.
•Qualitative analysis
•Coding/
questionnaire design
•Validation
•Data collection
•Data analysis
•Final report
preparation
•Data collection
•Data analysis
•Final report
preparation
•Presentation and
analysis of results
•Debriefing and
implementation of
action plans
•Presentation and
analysis of results
•Debriefing and
implementation of
action plans
•A perspective of
surveys made
•Listening strategy
•A perspective of
surveys made
•Listening strategy
Qualitative phase
Survey N+1
Final
presentation
and
appropriation
Quantitative
phase
Citizen
listening
strategy

5. Move from macro to micro to transform into action
Global “Tétraclasse” of pulic
policies
“Tétraclasse” of one public
policy
Importance / performance of a
dimension of the policy
The cross-analysis of internal
and external perceptions

6. Bisontin Panel
What was the implication of
the citizens in the co-
decision, the co-production,
the co-conception and the
co-evaluation ?
1) Consultation: As a first step, in order to adjust the offer of the
service according to expectations /perceptions .
2) Co-evaluation/co-conception: next step, the results of certain
inquiries were presented to the citizens in order to study with
them what adjustments to be make (co-evaluation/co-
conception).
3) Up today, the panel is used to produce a quality cross-
prospective of the city in order to have/create a co-decision
(Participatory Democracy Day)
What was the impact on the
decision ?
At this point, no involvement of citizens in decision-making.
The consultation led to a reorganization of certain policies, the
integration of the panel on the decision making process is
materialized by the systematization on the consultation sequence.
What was the mechanism
of transformation for the
listening process in action ?
• Analysis of perceptions determinants : identification of
satisfaction drivers and segmentation criteria.
• Co-analysis of results (universities, politicians, services) and
proposals of action to implement.
• Linking of panels analysis with the activities of the quality
direction of Besançon city

7. THANKS FOR YOU ATTENTION
•Marcel GUENOUN, Lecturer in management science.
•Kiane GOUDARZI, Lecturer in management science.
•Jean Jacques GIRARDOT, Lecturer in economic science
at the University of Franche-Comté.
•Cyril MASSELOT, Lecturer in information and
communication science.
•Serge GUILLEMIN Quality director.