Borgercentrering

Borgercentrering, a concept rooted in Scandinavian public administration, refers to a policy approach that prioritizes the needs and perspectives of citizens in the design, implementation, and evaluation of public services. The term is often translated as "citizen centricity" and emphasizes that public authorities should act as facilitators, ensuring that the public remains at the heart of decision‑making processes. The idea gained prominence during the early 2000s as Nordic governments sought to increase transparency, efficiency, and democratic legitimacy in the face of growing public scrutiny and a digital revolution.

Key principles of borgercentrering include: (1) co‑creation, where citizens actively participate in drafting regulations or service design; (2) data‑driven responsiveness, using feedback, surveys, and digital analytics to measure satisfaction and adjust offerings; and (3) accessibility, ensuring that bureaucratic procedures are understandable, affordable, and easily navigable. In practice, municipalities apply the approach through platforms such as online portals, citizen advisory boards, and participatory budgeting schemes.

Critics argue that a relentless focus on individual citizen preferences can undermine the collective good, potentially leading to fragmented policies that favour niche demands over broader societal needs. Others point out the risk of digital exclusion for older or socioeconomically disadvantaged groups, which may be overlooked if citizen engagement relies heavily on electronic channels. Despite these concerns, many public sector institutions continue to experiment with borgercentrering, measuring its impact on service quality, trust, and cost efficiencies.