Viewing citizens primarily as "customers" or consumers of state services. Public Administration 2.0 (New Public Governance)
The second stage of the discipline's evolution (roughly ) is characterized by the belief that universal "principles" of administration exist and can be applied to any organization to achieve efficiency.
But the world has changed. Citizens expect real-time services, data flows faster than memos, and governments face "wicked problems" that siloed departments cannot solve. Enter .
Public Administration 2.0 (PA 2.0) can be defined as:
Public Administration 2.0 responds to the limitations of NPM by shifting the focus from internal efficiency to public value and collaborative networks. It blends democratic accountability with modern technological capabilities, viewing citizens as active co-creators of policy rather than mere consumers. 2. Core Pillars of Public Administration 2.0
: Estonia’s X‑Road system allows 99% of government services online, with no duplicate data entry. The citizen interacts once; the system routes information across agencies autonomously.
: A broader focus on accountability to the public rather than just political superiors. 2. Digitalization as a Core Pillar