Abstract
Dialogue-oriented, communicative instruments have become increasingly important for urban planning. The background for this development comprises a changed understanding of planning, as well as attempts at administrative reform, which include a citizen-oriented approach. In this article Burgergutachten (citizen expertise) are presented as instruments for dialogue, which, through their special approach, open up new potentials for urban planning. Burgergutachten ustra (citizen expertise ustra) exemplifies to what extent the experience of concerned citizens can help to improve the development of the services public transportation offers. Special emphasis lies on streamlining the procedure for implementing the citizens' recommendations. As soon as these recommendations were published, their implementation was accompanied by an intensive dialogue between the citizen experts and the employees of the public transportation authority. These implementation activities, regarding the Burgergutachten ustra (citizen expertise ustra), both optimize the instrument of citizen expertises itself and support the internal innovative management of the public
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