Citizen Engagement in Public Service Delivery
The Critical Role of Public Officials
This paper suggests that reform-minded public officials can improve development results by using citizen engagement in a variety of ways: to elicit information and ideas, support public service improvements, defend the public interest from ‘capture’ and clientelism, strengthen the legitimacy of the state in the eyes of citizens and bolster accountability and governance in the public sector.
Based on analysis of five case studies exploring recent citizen engagement initiatives in different parts of the world this paper posits that there are no blueprints for the design and implementation of such initiatives or standardised and replicable tools. Instead it suggests that successful and sustainable citizen engagement is ideally developed through “a process of confrontation, accommodation, trial and error in which participants discover what works and gain a sense of self-confidence and empowerment”.