Capturing Citizens Experienced Value from Municipal Services: Developing an Evaluation Model in a Swedish Municipal Project

Evaluation is often connected to the use of quantitative data. However, in some contexts, quantitative data is not entirely comprehensive. Municipalities offer government services to citizens but have difficulty evaluating the value citizens experience from the services. Therefore, this paper presents the results of a project involving Mid-Sweden University and the Sundsvall municipality in central Sweden by presenting a model for citizen value collection. The value collection targets municipal workers (service providers) and citizens (service receivers). The model is constructed using design science and builds upon the recursive quality management methodology of Plan-Do-Study-Act. The results provide a valuable model for practice (municipalities), allowing citizen and worker values to be collected from municipal services and comparing them to evaluate whether any value gaps must be addressed.