Research Republic

This report, published as part of The Work Foundation's Public Value programme, reviews evidence on user satisfaction and citizen expectations of public services. It examines the 'delivery paradox' that exists in which satisfaction with public services is not responsive to improvements in service delivery, and suggests that at its root is the delineation between consumers of public services and citizens. A Public Value approach, it suggests, that emphasises the inclusion of public opinion into public service delivery and responsiveness, must be central to service reform.