Delivering public services that are centred on citizens’ needs and expectations is vital for strengthening trust in public institutions, which is a key priority for OECD Members. A vibrant civic space provides the foundation for a people-centred approach to the design and delivery of public services. Civic space is understood by the OECD as the set of legal, policy, institutional and practical conditions necessary for non-governmental actors to access information, express themselves, associate, organise and participate in public life. In other words, it is about creating the necessary environment within which people can exercise their democratic rights and express their voices. At the same time, the OECD recognises that, in democratic societies, a diverse range of citizens and other stakeholders should be involved in rethinking public services. Public sector accountability is based on the relationship between citizens (as rights-holders) and public institutions (as duty-bearers), where performance is measured by citizen satisfaction with services. Designing and delivering services that are responsive, inclusive and accessible for all is fundamental to empowering 21st century societies and effectively meeting their needs, while strengthening democratic governance.