Title: Engaging citizens in knowledge-based public services: a conceptual framework for municipal management

Authors: Suélen Bebber; Ana Cristina Fachinelli

Addresses: Graduate Program in Administration, University of Caxias do Sul, Caxias do Sul, 95070-560, Brazil ' Graduate Program in Administration, University of Caxias do Sul, Caxias do Sul, 95070-560, Brazil

Abstract: This study proposes a conceptual framework for knowledge-based public services, focusing on mobilising citizens' personal knowledge in the co-creation of value for public services. The empirical object of the research was the collective public transport services of Caxias do Sul, Brazil. The research method adopted a qualitative approach, with data collection through semi-structured interviews, and content analysis was performed using ATLAS.ti 22 software. The study expands the discussions surrounding the service-dominant logic theory by approaching the concepts of engagement and co-production. It identifies emerging categories that compose the knowledge-based public services framework, aiming to support municipal management in mobilising citizens for the planning, design, and delivery of services.

Keywords: value co-creation; public value; personal knowledge mobilisation; public services; smart cities.

DOI: 10.1504/IJKBD.2024.143616

International Journal of Knowledge-Based Development, 2024 Vol.14 No.4, pp.339 - 363

Received: 06 Apr 2023
Accepted: 25 Jul 2024
Published online: 02 Jan 2025 *

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