Part 1. Strengthening government-citizen relations I. Why strengthen government-citizen relations? Objectives and structure of the report Why strengthen government relations with citizens? Key features and trends Methodology and final products II. Building frameworks and tools for government-citizen relations Building legal, policy and institutional frameworks Developing tools and practices Integrating information and communication technologies (ICTs) III. Developing capacity for evaluation Evaluating public information, consulation and participation IV. Lessons, challenges and opportunities for the future Initial lessons for strengthening government-citizen relations Government-citizen relations, good governance and the quality of democracy Challenges and opportunities for the future Future PUMA work Part 2. From policy to practice: lessons from country case studies V. Government-citizen relations in action Country case studies in information, consulation and participation Consulting on health policy in Canada Engaging citizens in the danish health care sector Engangin the poor in policy-making on poverty and social exclusion in Flanders (Belgium) Public consulation on education policy in the Czech Republic Acess to information on the environment in the United States Public work programmes in Hungary Information and consultation in the field of social housing in France Using ICTs to strengthen government transparency and relations with citizens in Korea Using consensus conferences on genetically modified food in Norway