Citizen-Centric Delivery Models

Last-mile logistics is evolving into a socio-technical issue shaping urban life, equity, and sustainability. Citizen-centric models engage residents, municipalities, and stakeholders in co-designing inclusive, efficient solutions. This chapter examines participatory approaches such as living labs, consultations, and digital platforms that support collaboration and decision-making. It shows how citizen input guides infrastructure planning micro-hubs, parcel lockers, bike lanes while ensuring accessibility. Case studies from emerging economies highlight community roles in addressing informality, congestion, and costs. Drawing from urban planning, logistics, and behavioral studies, the chapter demonstrates how co-designed systems reduce environmental impact, build trust, and foster adoption. Governance frameworks and public-private-people partnerships are presented as essential for resilient and human-centered logistics.

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