Organisational Listening as a Means to Create More Citizen-Centric Well-Being Public Policies

Abstract

ABSTRACT The aim of well-being public policy (WPP) is to create policies and services that improve citizens’ well-being, which requires an understanding of what citizens value. Bringing citizens’ subjective experiences into the policy equation is challenging, but organisational listening has great potential as a solution. This article presents a single-case study demonstrating how public organisations can use organisational listening as a tool to create better WPPs and how this approach has helped organisations to better realise what being more citizen-centric means. This article thus demonstrates the importance of strategic communication in organisations, how citizen-centric service ecosystems can be operationalised in the context of WPPs, and how WPP creation can be approached by understanding what constitutes a good everyday life from the citizens’ perspective, thus extending well-being as a concept.