Co-creation of public services Why and How?

This article proposes a ten-step roadmap for delivering user-centric digital government, that puts co-creation at the core of government functioning. Four areas of intervention are discussed: 1. Prioritise adoption, including making user research a requirement for public services and using the public budget to stimulate co-creation; 2. Support implementation, building on reinforcing capabilities in public administration and establishing service design as an infrastructural service; 3. Remove barriers, by adapting public procurement to agile methods, enforcing the norms on open standards and open data, providing incentives for citizens’ participation; 4. Monitor results, by making metrics on the key performance indicators of digital government, providing a clear evidence base for service-design in government, and sound metrics on adoption of co-creation by public administration.