How do citizens engage in co-production of public service innovation? Insights from a systematic literature review

Purpose The purpose of this study is to explain the role of citizens in co-production in public service innovation. Then this study also explains the factors that can encourage citizens and can hinder citizen involvement in presenting innovative public services. Design/methodology/approach This review conforms to the preferred reporting items for systematic reviews and meta-analysis protocols. Searches were conducted on Scopus, EBSCO and Web of Science databases. The authors analyzed 54 papers first published up to 2024. Thematic and content analysis used the Rayyan tool. Findings The paper describes citizen involvement in co-production as an effort to bring public service innovation. Citizen involvement takes place in several phases of co-production such as co-design, delivery and service evaluation. The results of the scientific review show that citizen involvement in public services can present a pattern of innovation. Inclusiveness fosters active participation, higher user satisfaction, anticipatory governance and community empowerment. Research limitations/implications This study contributes to the theoretical understanding of co-production and public service innovation by emphasizing the multifaceted role of citizens in shaping service design, delivery and evaluation. Originality/value Co-production studies have emphasized the process of multi-actor involvement including citizens in public services. However, studies that specifically explain and review the role of citizens in contributing to co-production in public service innovation are rare.