Engagement Diagnostic Framework

The Engagement Diagnostic Framework is a conceptual decision tool that helps public servants diagnose their engagement problem, and how best to solve it.

engage diag2


What it might look like: The Diagnostic Framework combines several proven conceptual frameworks – Cynefin, Design thinking process, and the Ontario government’s Engagement Framework.


Why the contribution is important

A crucial reason why public participation can fail in the APS is because public servants pick the wrong engagement tool for the problem they’re trying to solve – for example, using a co-design engagement process for a simple problem that doesn’t need it, and when there isn’t actually enough time and resources to do it properly. This leaves the public and public servants disappointed and demoralised. This Concept helps ensure the right tool for the job gets selected.

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Sometimes even really sound frameworks can just sit on a shelf collecting dust, instead of getting used. Would you use this in your team? How would you use it? Can you think of good examples of when a framework like this has got buy in, and why?

by ProjectTeam on February 23, 2018 at 12:48PM

Current Rating

Average rating: 3.5
Based on: 7 votes


  • Posted by kleo7036 February 26, 2018 at 15:26

    Frameworks are always useful. If you can develop one you like, it can be embedded into new starter training or as part of a compulsory training package. Everyone everywhere will engage with stakeholders at least once a year in their job.
  • Posted by RossS February 27, 2018 at 14:16

    I like this idea - and wonder about 'off shelf' type options relating specifically to engagement? Eg. does the IAP2 have any frameworks? This may provide more of a 'standard' approach...

    Also, I like cynefin and such, and I think those things are good tools to conceptualise problems, plan, or frame conversations / projects. But its good to have options, as they aren't always easily applicable to each problem / issue.

    I think the diagnosis could be part of toolkit or other concepts raised here.
  • Posted by Jo_Langham March 01, 2018 at 11:04

    Hey Guys

    We did something like this in the ATO. Please contact me directly and I can share some work I did with this. I published a paper on the Effective Engagement framework in the ejournal of taxation
     - you can see the brief here https://espace.library.uq.edu.au/view/UQ:355549 .

    This was developed based on the IAP2 framework but tailored for the Australian public service. Extensive research and co-design was conducted to create this.
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