Putting Citizens First: Engagement in Policy and Service Delivery for the 21st Century

Abstract

Integrating services for citizens: searching for better ways to integrate the services that governments provide with the specific needs of different categories of citizens, clients or customers in mind, and offering readily accessible information on those services. • Discovering citizen needs and preferences: systematically learning more about the experience of citizens in receiving the services delivered to them, and using that feedback to improve the delivery of those programs. • Engaging citizens in policy and service design: improving how governments engage citizens in the design of policy and service delivery regimes, sometimes involving co-design and co-re-design of services and programs, and sometimes co-production.