Utilizing the Delphi technique in policy discussion: A case study of a privatized utility in Britain

A challenge for social policy makers is to explore consensus and dissensus in issues where appropriates such as roundtable meetings and focus groups are not feasible or likely to provide accurate information. The Delphi survey technique is a powerful tool for exploring social policy issues not as widely used as it deserves. This article explores Delphi and describes its application to a major and highly contentious public policy issue; how the electricity supply industry should respond to customers in debt. Our experience demonstrates how expertise and opinions of individuals who either would not or could not normally cooperate can be brought together to achieve a consensus, resulting in policy changes that lead to measurable social welfare gains. It illustrates Delphi's strength as a policy tool that recognizes the multiplicity of interests involved in such issues, the value of different kinds of front-line expertise and the desirability of proceeding on the basis of a consensus of informed opinion.