Citizens as Prosumers: The Next Frontier of Service Innovation

By Maryantonett Flumian

The report, “Citizens as Prosumers: The Next Frontier of Service Innovation”, by IOG explores a groundbreaking shift in public service delivery—positioning citizens not just as recipients but as active co-creators of services. The report advocates for a new model of governance where individuals collaborate with public institutions to shape, design, and improve the services they use. Leveraging digital tools, real-time feedback, and participatory platforms, this approach enhances transparency, responsiveness, and trust in government. The initiative addresses both the promise and the challenges of this transformation, calling for strategic investment in digital infrastructure, inclusive engagement, and a culture shift within institutions to fully realize the potential of citizen-driven innovation.