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Operationalizing Co-Production in Public Services Delivery: The contribution of service blueprinting

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  • Radnor
  • Osborne
  • Kinder
  • Mutton

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 co-production.

Suggested Citation

  • Radnor & Osborne & Kinder & Mutton, 2014. "Operationalizing Co-Production in Public Services Delivery: The contribution of service blueprinting," Public Management Review, Taylor & Francis Journals, vol. 16(3), pages 402-423, April.
    • Handle: RePEc:taf:pubmgr:v:16:y:2014:i:3:p:402-423
    DOI: 10.1080/14719037.2013.848923
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    References listed on IDEAS

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    1. Rhys Andrews & George Boyne & Richard M. Walker, 2011. "The Impact of Management on Administrative and Survey Measures of Organizational Performance," Public Management Review, Taylor & Francis Journals, vol. 13(2), pages 227-255, February.
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    Cited by:

    1. Michael Duijn & Jitske Van Popering-Verkerk, 2018. "Integrated Public Value Creation through Community Initiatives—Evidence from Dutch Water Management," Social Sciences, MDPI, vol. 7(12), pages 1-14, December.
    2. Aldona Fraczkiewicz-Wronka & Anna Kozak, 2021. "Facilitating Co-production in Health Promotion: Study of Senior Councils in Poland," European Research Studies Journal, European Research Studies Journal, vol. 0(4B), pages 182-201.
    3. Maria Stella Righettini, 2021. "Framing Sustainability. Evidence from Participatory Forums to Taylor the Regional 2030 Agenda to Local Contexts," Sustainability, MDPI, vol. 13(8), pages 1-15, April.
    4. Aldona Frączkiewicz-Wronka & Martyna Wronka-Pośpiech, 2018. "How Practices of Managing Partnerships Contributes to the Value Creation—Public–Social Partnership Perspective," Sustainability, MDPI, vol. 10(12), pages 1-25, December.
    5. Döring, Matthias, 2020. "“Explain, but make no Excuses”: Service Recovery after Public Service Failures," SocArXiv txmdy, Center for Open Science.
    6. Jonathan Rösler & Tobias Söll & Louise Hancock & Thomas Friedli, 2021. "Value Co-Creation between Public Service Organizations and the Private Sector: An Organizational Capabilities Perspective," Administrative Sciences, MDPI, vol. 11(2), pages 1-20, May.

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