Date

5-23-2025

Department

Helms School of Government

Degree

Doctor of Philosophy in Public Administration (PhD)

Chair

Tory Weaver

Keywords

feedback, communication, inclusiveness, collaboration, quality, satisfaction

Disciplines

Public Affairs, Public Policy and Public Administration

Abstract

The United States of America has many vibrant metropolitan areas known for their diverse populations and active civic engagement. Due to its melting pot of cultural diversity and robust public service infrastructure, these metropolitan areas offer an ideal environment for investigating citizen feedback and its influence on public service delivery. This case study, based in San Diego, California, examined the significance of citizen feedback in enhancing the quality and efficiency of public services in multicultural urban environments. The study employed a multimethod design and data collection, which involved both qualitative and quantitative methods. Semi-structured interviews were conducted to gain deeper insights into feedback experiences, motivations, and expectations. Focus groups of diverse citizens were assembled representing different demographics and utilizing various public services. Additionally, a survey was administered to gather quantitative data on citizen satisfaction, perceived service quality, and feedback behavior. Grounded in empirical research and theoretical frameworks, this study highlighted systemic barriers such as language disparities, the digital divide, and institutional resistance that prevent diverse communities, particularly marginalized groups, from engaging effectively with public services. To address these gaps, this study proposes a comprehensive framework centered on inclusivity, transparency, technological integration, interagency collaboration, and community-driven engagement, offering a phased implementation plan to ensure long-term sustainability.

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