Citizen-administrator interaction models in public services

Abstract

In recent years a radical new approach might be seen in scientific publications regarding public policy and service delivery processes. The formation and implementation of public policy are no longer treated as "top-down" processes, but considered as a result of the various public sector participants' interactions. Similarly, service and management is no longer just a matter of professionals and managers, public service users and other members of the public play an important role in the adoption of service-related decisions and participate in the delivery of services. Citizen participation in public services is seen as an emerging new trend in public administration, which leads to changes in interaction of citizens and authorities, which administer the delivery of public services.