We have argued for public services to move away from product-dominant logic towards a service approach. By taking a services orientation, the experience, inter-organizational, and systemic nature of public services delivery can be considered along with the role of the service user as a co-producer. In this article, we unpack how co-production can be operationalized through the application of service blueprinting. This article presents an example within higher education where the creation of a blueprint brought together staff and students to focus on the design of student enrolment, resulting in improved student experience and supporting coproduction.

Operationalizing co-production in public services delivery: the contribution of service blueprinting

RADNOR, ZOE;OSBORNE, STEPHEN PETER;
2014-01-01

Abstract

We have argued for public services to move away from product-dominant logic towards a service approach. By taking a services orientation, the experience, inter-organizational, and systemic nature of public services delivery can be considered along with the role of the service user as a co-producer. In this article, we unpack how co-production can be operationalized through the application of service blueprinting. This article presents an example within higher education where the creation of a blueprint brought together staff and students to focus on the design of student enrolment, resulting in improved student experience and supporting coproduction.
Radnor, Zoe; Osborne, STEPHEN PETER; T., Kinder; J., Mutton
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11565/3975726
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