Misaligned expectations in public sector innovation: differences between citizens and public servants

Paper by Sebastian Singler, Ali A. Guenduez & Mehmet A. Demircioglu: “Public sector innovations often fail if they do not meet citizens’ expectations. However, little is known about how well public servants understand these expectations. This study identifies a perception gap between citizens and public servants regarding innovation characteristics, which are specific attributes of public sector innovations that shape citizen support and legitimacy. Using Q-methodology with Swiss citizens and public servants, we identify four distinct citizen groups: result-centric, trust-centric, certainty-centric, and cost- and rule-of-law-centric. Each group emphasizes different characteristics, such as ease of use, efficiency, trialability, and trust. By contrast, public servants perceive only three homogenized citizen groups – customer-centric, trust-centric, and result-centric – overlooking expectations related to democratic participation and co-creation. This mismatch risks undermining the legitimacy and adoption of innovations. The study advances a citizen-centred view of innovation characteristics, highlights the importance of citizen heterogeneity, and provides practical guidance on designing innovations that align with diverse citizen expectations…(More)”.