Integrated approach of the citizen's role in relation to the public services

The paper achieves an integrated, interdisciplinary approach of the citizens' roles related to public service providers. The contemporary public service development awards multiple roles to the citizen, interacting with the activities of design, decision-making, production, delivery or assessment, specific for various stages of the life cycle of the public services. The roles of citizens/users described in the paper are those of codesigner, co-decision-maker, co-producer and co-evaluator. Structured in four chapters, the paper presents relevant aspects concerning the influence of the economic and political environment on the capacity to deliver public services, the interaction between citizens and public services and the roles in service delivery and use. A systemic model of the public service based on systems of expectation is developed, as fundamental issue of an integrated approach of the subject proposed in the paper. Such an approach substantiates the public marketing strategies and it integrates aspects concerning service delivery in the private sector. -- citizen ; customer ; co-designer ; co-producer ; co-provider ; co-evaluator