Public involvement has always been part of a successful public agency's mission ... the process of soliciting, listening, and responding to what citizens and customers have to say about a public agency's plans for action can be a complicated, challenging, and often intimidating process for all involved. However, when it is done well and thoroughly, it is also a rewarding and meaningful experience that leads to better decisions on issues of important public policy. It is the intention ... to achieve enhanced decision-making; to hear every voice, and to continue to move the Minnesota Department of Transportation ever closer to its vision of providing a "coordinated transportation network that provides safe, user-friendly access and movement, and responds to the values of Minnesota's citizens."

Public involvement has always been part of a successful public agency's mission. This fact is borne out again and again in a world where competing interests must come to consensus on how to address multiple social needs. As might be expected, solutions to difficult and important questions are rarely easy to achieve. There is no computer program that can accomplish the aims of citizen participation. There is no formula that can be applied leading to the "right" answer. Instead, the process of soliciting, listening, and responding to what citizens and customers have to say about a public agency's plans for action can be a complicated, challenging, and often intimidating process for all involved. However, when it is done well and thoroughly, it is also a rewarding and meaningful experience that leads to better decisions on issues of important public policy. It is the intention of this guide to achieve enhanced decision-making; to hear every voice, and to continue to move the Minnesota Department of Transportation ever closer to its vision of providing a "coordinated transportation network that provides safe, user-friendly access and movement, and responds to the values of Minnesota's citizens." (Mn/DOT Strategic Plan, June 1997)

Now, more than ever, people are expecting greater accountability from public officials, and are subsequently demanding higher levels of efficiency and quality from the products and services provided by government agencies. In many instances, projects and programs are being scrutinized to ensure they are worthy of the public's investment. The public also understands that no issue is so technically compelling that it cannot be challenged. At the same time, skepticism abounds as to whether involvement will lead to any real influence on government programs, policies, or projects. Unfortunately, the old paradigm for garnering citizen input reinforces this perception. Holding one or two formal public hearings after the bulk of planning and project development work has been completed is clearly not sufficient for any government agency committed to being responsive to the needs of its customers.

Effective public involvement often occurs between apathy and anger. The job of any public agency is to communicate in such a way that apathy is overcome and anger forestalled. This can be accomplished by ensuring that public involvement is a component of decision-making. Public agencies must remember that all public involvement is local, that objectives, activities, the level of effort, and the timing of public involvement must be individualized to address the unique characteristics and needs of an affected community, region, or state. For all Mn/DOT plans and projects, public involvement plans should be developed and tailored to the complexities of the project.

Failure to seek meaningful public involvement can have severe consequences on the final outcome of a project, plan, or study. Mn/DOT employees must actively seek citizen input and explicitly consider this input in their decision-making. Doing so will foster improved two-way communication and trust between Mn/DOT and its customers. It will also lead to the development of better products and services that not only address real problems, but also have value and promote the quality of life in Minnesota. The guidance and techniques outlined in the following pages should assist in this effort.