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In this article Darren Murinas and Andy Meakin explore how, learning from the private sector, Expert Citizens are establishing the lived experience of consuming public services as the benchmark for performance and continuous improvement. They argue that public services need to pay more attention to how the act of consuming public services make people feel about themselves and the world. To do this, they contend, we must shift the power to decide what good practice looks like from the professionals to the consumers. They offer a quality framework, called the Insight Services Standards, designed and evaluated by people with lived experience for that purpose. [ABSTRACT FROM AUTHOR]