Opportunities and challenges in engaging citizens in the co-production of infrastructure-based public services in Australia
Wiewiora, A, Keast, RL & Brown, KA 2016, 'Opportunities and challenges in engaging citizens in the co-production of infrastructure-based public services in Australia', Public Management Review, vol. 18, no. 4, pp. 483-507.
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Research and practice have observed a shift towards service-oriented approaches that depend on input from citizens as co-producers of services. Yet in the delivery of public infrastructure the focus is still on managing assets rather than services. Using a Policy Delphi approach, we found that although experts advocate service-centric approaches guidelines and policies lack a service-centric perspective. Findings revealed a range of impediments to effective stakeholder involvement. The paper contributes to co-production and new public governance literature and offers directions for public infrastructure decision-makers to support and reconnect disengaged government–citizen relations, and determine ways of understanding optimal service outcomes.