Drivers Fostering Citizens to Participate in Co-Creation Process for Public Service Quality

Abstract

The involvement of citizens in the co-creation of public services increases the satisfaction of service users with the quality of services. Therefore, it is relevant to accumulate and update knowledge about what premises and preconditions encourage the participation of members of society in co-creative processes. A systematic review of the scientific literature showed that factors such as trust, volunteering, innovation, and user satisfaction with services are the most important in the context of co-creation. Based on the research, it is concluded that co-creation processes would be more successful if citizens and other interested parties participate in decision-making process. This would help ensure the transparency, flexibility, reliability, and openness of decisions, improve the perceived quality of public services by users and achieve a more active interest of citizens in co-creation in general.