What if the prevailing approach to urban governance is asking the wrong questions? Public administration has mastered “customer-centricity”—optimizing individual services within silos—yet this often only polishes the cogs of a machine whose gears turn independently. The systemic issue is that the public sector operates as a “function-driven society,” skilled at executing mandated tasks but less able to address the complex “life events” that shape human experience. Citizens are still treated as administrative transactions rather than as people navigating holistic situations. This chapter examines that paradigm through the Citizen Digital Twin (CDT) framework applied to welfare economics, understood here as municipal decision-making that aims to maximize public value through preventative, cross-sector investments. Illustrative insights come from a proof-of-concept in Tampere, Finland, which developed an aggregated insights dashboard to explore young adults’ transition to independent living. The PoC relied on registry-based proxy indicators; it did not include citizen-facing interfaces, recommendation logic, or direct measures of subjective well-being. The CDT approach is positioned as an exploratory step toward reframing governance: moving beyond narrow “customer-centricity” to a more human-centric perspective that recognizes people in their lived contexts.