The unintended consequences of co-creation in public services—the role of professionals and of civil society organizations

In this article, I underline two possible unintended consequences of co-creation programmes. First, by focusing mainly, if not exclusively, on the users’ side, they underestimate the role of professionals (front-line public workers). Second, by emphasising the involvement and participation of individuals, they undervalue the contribution of collective actors (civil society organizations —CSOs—such as users’ associations and representative bodies of peoples with special needs). The first weakness often undermines the sustainability of the co-creation strategy in the medium and long term because it does not produce an enduring systemic change in the public administration’s attitude towards their citizens. The second one can reinforce inequalities in access to public services, instead of mitigating or overcoming them as intended by co-creation advocates.