The welfare system we inherited from the twentieth century, driven by Fordist growth of productivity, is in a deep crisis not only for lack of resources, but also for a progressive loss of quality, from the point of view of customers’ satisfaction. To find effective remedies, we must adopt new principles, that may be suitable for the technical and productive paradigm of our time: we ought to re-evaluate the intelligence of the users’ demand, adopt network production of the service, and use the ideas and skills of sense-making communities. In order to avoid these communities tend to close, creating processes of exclusion and conservatism, it is absolutely necessary to maintain a basic universal service that is guaranteed by the State. We must get used to live and work with a dual cit izenship, as a part of some sense-making communities, and, at the same time, as a part of a public system that guarantees the basic welfare rights of all citizens.
Keywords: Welfare, Crisis, Quality, Users’ Intelligence, Network Production, Sensemaking Communities, Universal Service, Dual Citizenship
Jel Code: H75; B50