ðɪs kˈɑːnsɛpt ˈɛmfɐsˌaɪzᵻz hˌaʊ sˈɪɾɪzənz ˌɪntɚɹˈækʃənz wɪð stˈæf, ɐdmˈɪnɪstɹˌeɪɾɚz, ænd pˌɑːlɪtˈɪʃənz æt dˈɪfɹənt lˈɛvəlz ɐfˈɛkt ðɛɹ ɐbˈɪləɾi tə ʃˈeɪp sˈɜːvɪsᵻz ɐkˈoːɹdɪŋ tə ðɛɹ nˈiːdz.
This concept emphasizes how citizens' interactions with staff, administrators, and politicians at different levels affect their ability to shape services according to their needs.