ScholarWorks@성균관대학교

초록

Public services have long been evaluated based on service quality and citizen satisfaction. However, as public services are increasingly understood as being co-created within broader service ecosystems, and as "co-" practices gain prominence in the public sector, a new approach to evaluation is needed. This study proposes a preliminary design-led model for citizen-centered public service evaluation, emphasizing stakeholder participation and systemic perspectives, drawing on a Korean case. The model's value is validated through expert opinions from public administration and design fields. Findings highlight the model's potential to address complex service ecosystems and promote long-term change, while identifying challenges such as context-specific application and stakeholder capabilities.

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