Absolutely right. In fact, consumers, users, customers (citizens in the present case) represent a valuable source of innovative information, pretty useful for new services development. Some lines of research assess that there are a more or less numerous group of users (citizens) integrated into the mainstream (society) particularly concerned with the specific themes-topics-issues they are interested in and, therefore, capable to provide information about possible gaps (uncovered needs) or ways to improve a product/service. Comment also appropriate for 'Types of OGS - Collaborators - Citizens'