What Dave is trying to do here, I think, is brand the person who receives what we create as someone who brings value to the equation – that they are not passive recipients, but the most vital link in the chain – so why aren’t they involved earlier and as part of a continuous feedback loop in the service / product development process? Not the end-user, but the valued benefactor of our efforts.

To Mark’s point, we can ask, “How would I want to be involved / heard as someone who is simultaneously public servant and citizen?”