Citizen-Centric Governance and the New Public Management (NPM)

Abstract

Public administration in many countries has long struggled with inefficiency, weak accountability and limited citizen participation; challenges that undermine trust in governance and the delivery of public services. Traditional Weberian bureaucracy, while emphasising hierarchy and control, has proven to be inadequate in addressing the dynamic needs of citizens in contemporary governance systems. This study examines citizen-centric governance under the New Public Administration (NPM). The paper is anchored on New Public Service (NPS) theory. The study pursues three objectives, which include to explore the principles and practices of citizen-centric governance under NPM, analysing the extent to which NPM reforms have improved accountability and service delivery, and to assess the challenges and prospects of citizen-centric governance in modern governance contexts. Empirical literature revealed that citizen-centric practices significantly enhance the effectiveness of NPM reforms, while innovations such as Internet of Things integration improve efficiency, responsiveness and participation. Nonetheless, implementation challenges, including bureaucratic resistance, resource gaps and administrative bottlenecks, remain substantial. The study concludes that citizen-centric governance, when balanced with the efficiency tools of NPM, holds strong potential for strengthening democratic accountability and sustainable service delivery. Based on the findings, the study recommends that governments institutionalise citizen feedback mechanisms, invest in digital technologies and capacity-building for public officials, and strengthen transparency frameworks to bridge the gap between policy and citizen expectations.