The fundamental idea of COCKPIT is that Web 2.0 social media constitute the emerging and de facto mass collaboration and cooperation platform between citizens themselves, and between citizens and public administrations. Therefore, Web 2.0 social media will have very soon establish themselves as a very effective means for creating, sharing and tracking knowledge about citizens' opinions and wishes on public service delivery. COCKPIT adopts a highly synergetic approach towards the definition of a new governance model for the next-generation public service delivery decision making process by combining the research areas of citizens' opinion mining in the context of Web 2.0, Service Science Management and Engineering in the context of the public sector, and deliberative engagement of citizens for forming informed judgements on public services' delivery. COCKPIT supports the notion of open Public Administrations with which citizens have higher confidence and trust among each other and with the Public Administration, resulting in better governance, lower disputes on services' delivery priority setting, higher degrees of public service adoption, lower public service delivery costs, better service innovation, and citizens loyalty to the public services.