Customer Participation in Public Services: Co-production of Services

Alvydas Raipa, Evendželina Petukienė


The topic of customer participation in the provision of public services, paying special attention to customer and provider co-production of the service, is examined in the article. The concepts of customer participation in the delivery of public services and co-production of services are discussed in the article. It is aimed to reveal the relevance of co-production in the public sector; also the trends of research of the phenomenon are discussed. Since the co-production of services is in a sense active customer participation in public services, the concept of customer participation in public services, demonstrating the place of co-production in it, is discussed first. Further, co-production of services is analysed, different approaches towards it are presented, the main related dimensions: citizenship, individual and collective participation, long-term relationships with customers, produced value of services are analysed in the article as well. In conclusion the links between co-production of services and the modernisation of delivery of public services are discussed.


public services; client participation in the public services; co-production

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"Public Policy and Administration" ISSN online 2029-2872 / ISSN print 1648-2603