According to the lens of Public Service Logic (PSL), citizen participation in public service delivery is a fundamental component of value creation, rather than a peripheral addition. In Public Service Explained. The Role of Citizens in Value Creation (Cambridge Elements) SDA Bocconi’s Greta Nasi and Maria Cucciniello, along with Stephen Osborne and Tie Cui, integrate theoretical insights and empirical evidence to shed light on how participation can redefine the design and delivery of public services.
The book begins with a comprehensive review of participation in public administration literature, highlighting its evolution across frameworks like New Public Administration, New Public Management, and Public Value. While these approaches often underscore the importance of participation, they reveal that it remains an elusive goal in practice.
Building on PSL, the authors introduce a strategic framework that emphasizes the dynamic interplay between citizens, stakeholders, and public service organizations. Citizens are not merely service recipients but co-creators of value, contributing essential resources such as local knowledge, expertise, and time. The text examines the motivations, incentives, and tools necessary to engage citizens effectively, fostering collaborative ecosystems where processes and structures support mutual value creation.
The book also tackles the critical concepts of value creation and destruction, illustrating how public service organizations can align their goals with citizen expectations to enhance service delivery. Through real-world examples from diverse sectors—including health, education, and public transport—the authors demonstrate the practical applications of participatory approaches.
Concluding with actionable insights for both researchers and practitioners, the book calls for a paradigm shift in public service design, arguing for a more inclusive, responsive, and effective system that leverages citizen participation as a driver of innovation and accountability.
The book is also available as Open Access on Cambridge Core, ensuring its ideas are accessible to a global audience.
GRETA NASI is an Associate Professor at the Department of Policy Analysis and Public Management at Università Bocconi and Director of the Master of Science in Cyber Risk Stategy and Governance at Università Bocconi and Politecnico di Milano. At SDA Bocconi she is the Director of the Executive Master in Management of International Organizations.
MARIA CUCCINIELLO is an Associate Professor at the Department of Policy Analysis and Public Management at Università Bocconi. Her collaboration with SDA Bocconi began in 2006. She has conducted research and education projects with major public sector organizations.
Il corso aiuta a comprendere le motivazioni strategiche alla base del PPP e le sue modalità operative per preparare PA e operatori economici a utilizzare lo strumento in modo adeguato e sostenibile.
Approfondire logiche e strumenti di service management utili per coloro che hanno l’ambizione di ri-progettare e ri-orientare i servizi pubblici.
Il corso offre le competenze indispensabili per gestire efficacemente la funzione aziendale preposta a partecipare ai processi decisionali tramite i quali le istituzioni definiscono le "regole del gioco".
