Public value
Why civic work must deliver more than efficiency, and how we measure what really matters.
Public institutions exist to serve people. But somewhere along the way, many were reoriented to serve metrics instead—budgets, throughput, risk aversion. Efficiency became the goal, even when it came at the expense of dignity, equity, or long-term outcomes.
In contrast, the idea of public value reminds us that the true measure of success in government isn’t just cost savings or speed, it’s whether the work improves life for the public.
Coined by theorist Mark Moore, public value centers the idea that government programs should create benefits that are recognized as valuable by the people they serve, grounded in democratic legitimacy, and supported by operational capacity.
What does public value look like in action?
It looks like:
A city rethinking its community safety approach to include mental health responders, not just police.
A public school measuring belonging and cultural relevance, not just test scores.
A state agency reducing paperwork burden to ensure people get food benefits with less stress and delay.
These examples go beyond transactional success. They reflect deeper outcomes: trust, wellbeing, inclusion, accountability, and care.
An illustration of a public servant presenting to an audience. Instead of a slide or chart, she holds up a round mirror reflecting a diverse group of community members—suggesting that public value is defined not by internal performance metrics, but by how well government reflects and serves the people.
Creating public value is complex, but not impossible
It requires navigating tensions: between what’s measurable and what’s meaningful, between near-term wins and long-term impact, between political mandates and community needs.
Designers and civic practitioners can play a key role by helping:
Surface what matters most to the public, not just policymakers
Co-create outcomes with community members, not just for them
Redesign systems to reflect real-life priorities, not abstract ideals
Develop new ways to measure success: qualitative, quantitative, and relational
This isn’t soft work. It’s system-level recalibration.
Why it matters now
We’re facing increased demand for public services, stretched budgets, and rising public skepticism. Efficiency alone won’t restore trust—but value can. By aligning systems with what people truly need and expect, we create services that are not just faster, but fairer.
Public value is also a promise embedded in the social contract: taxpayers invest in shared resources with the expectation that those resources will be used responsibly, inclusively, and transparently. When services fall short of that promise, value erodes—and with it, public trust.
We build what we measure. Let’s measure better.
Delivering public value takes more than good intentions—it takes clear goals, shared understanding, and a willingness to redesign for what matters.
Reach out to share how you're making value visible.
