Public service evaluation from the standpoint of citizens and users aims to identify the extent to which public services meet citizens’ expectations and support the improvement of public services.

The activity consists of comprehensive evaluation of certain public services using a range of methodologies. Public service evaluation provides an understanding of users' and other stakeholders' expectations and needs, allows for analysis of the extent to which those expectations are met and of perceptions of how a service is provided, and constitutes an independent, reasoned and rigorous evaluation that furnishes public managers with the information they need to improve the evaluated public services.