This site uses cookies. By continuing to browse the site you are agreeing to our use of cookies.Find out more here

GET INVOLVED

To discuss how you and your organisation can get more involved with The Work Foundation, please contact us.

Call 020 7976 3575 or email info@theworkfoundation.com

Public value, citizen expectations and user commitment. A literature review

Public value, citizen expectations and user commitment. A literature review

Ricardo Blaug, Louise Horner and Rohit Lekhi
01 January 2006

This paper reviews the existing evidence on user satisfaction with and citizen expectations of public services. It highlights the so-called ‘delivery paradox’, where satisfaction with services is not rising in line with delivery improvements.

Back to reports list