Abstract

The role of a citizen is not to be a beneficiary of a service delivered by a public agency, but a co-producer of the same service. Interaction between the public sector and citizens therefore needs to be carefully designed in order to accomplish a co-production of public policies. Service Design could contribute to a better design of this interaction and co-production between the two parties. A case study of the project RedActiva in Chile, focused on promoting and facilitating urban mobilization of the elderly, highlights some of the contributions that Service Design could provide to public policy design from a citizen- centric approach.