The latter carry weight only as a result of their accumulated choices. To shift
greater power toward consumers, theorists have identified five key factors:
access, choice, information, redress, and representation. While these factors
were originally developed in relation to private goods and services in the
marketplace, they can be adapted to the public sector, providing guidance
on how the interests of citizens, both individually and collectively, might
be enhanced. Access—deciding who will have what—is not strictly a matter
of individual right; rather, it is a matter of political responsibility. However,
citizens should expect to be engaged in that decision. Choice also is not a
matter of right, but citizens should expect to be involved in shaping and
extending choices available to them. They should also expect to have full
information about goals and objectives, standards of service, their rights
to service, alternatives being debated, why decisions are made, and what
those decisions are. Citizens should also expect to have some means of communicating
their grievances and complaints, and to receive redress where
appropriate. Representation opens up wider questions of consultation and
ultimately participation by citizens in making decisions.