Citizens’ Inclusion in Public Services: a Systematic Review of the Public Administration Literature and Reflection on Future Research Avenues

Abstract

Despite a resurgence of interest in social equity, citizens' inclusion in public services has attracted limited attention in the public administration literature so far, having often remained in the background of studies focusing on citizens' participation and representative bureaucracy. To fully comprehend and enhance the role of public administration in promoting inclusive public services and building inclusive societies, it is necessary to prioritize citizens' inclusion in public services as a central phenomenon. A first step in this direction is assessing existing knowledge and identifying new research avenues. Drawing on the “name, blame, claim” framework, this systematic literature review of 119 studies extends public administration scholarship by mapping and analyzing knowledge of citizens' inclusion in public services and identifying ways forward to strengthen the research and practice in this area.