THE CITIZEN’S EXPERIENCE AS A CRITERION OF EFFICIENCY IN PUBLIC EDUCATION: INNOVATION, PUBLIC VALUE, AND GOOD ADMINISTRATION

Abstract

The quality of public education services goes beyond the measurement of quantitative indicators and requires consideration of the citizen-user’s experience as a parameter of institutional legitimacy and efficiency. From this perspective, the concept of Customer Experience (CX), originally developed in the private sector, proves applicable to contemporary public administration as an instrument for qualitative and participatory evaluation of the services provided. This article analyzes the application of CX in public education services, in light of the constitutional principles set forth in Article 37 of the Federal Constitution, with emphasis on efficiency, morality, and transparency. A qualitative and documentary methodology is adopted, based on the analysis of legislation, administrative doctrine, and empirical studies on innovation and public governance. It is argued that the traditional paradigm of educational management, centered on goals and standardized assessments, should give way to an approach focused on the experience of students, teachers, and the school community, integrating subjective dimensions such as satisfaction, engagement, and sense of belonging. It is highlighted that practices such as information management, process digitalization, and effective institutional communication are essential to promote social trust and the personalization of educational services. It is concluded that the application of CX in the public education sector embodies the fundamental right to good administration and reaffirms the need for pedagogical and administrative innovation policies oriented toward the citizen’s experience and dignity.