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Citizen-centric has been a major focus area for professionals, managers and scholars for nearly three decades because of its profound impact on policy making and service delivery. A massive number of studies on citizen-centric have been carried out by past scholars which resulted in a large volume of strategies but there has been little examination of these strategies in the crisis context. This study aims to produce a citizen-centric model that can be used during a crisis. There is a need todoi:10.5296/jpag.v10i4.17646 fatcat:44beoxknabb3vg2na7mhrz5w2i