ǂa ǂdecision support for the selection of public services suitable for improvement through co-creation
Sanja Vrbek (Author), Tina Jukić (Author)

Abstract

Purpose This paper aims to develop a model that supports public organisations in making informed strategic decisions as to which public services are most suitable to be improved through co-creation. Thus, it first identifies the features that make public services (un)suitable for co-creation and then applies this knowledge to develop a multi-criteria decision support model for the assessment of their co-creation readiness. Design/methodology/approach The decision support model is the result of design science research. While its structure is determined by a qualitative multi-criteria decision analysis, its substance builds on a content analysis of Web of Science papers and over a dozen empirical case studies. Findings The model is comprised of 13 criteria clustered into two groups: service readiness criteria from the perspective of service users and service readiness criteria from the perspective of a public organisation. Research limitations/implications The model attributes rely on a limited number of empirical cases and references from the literature review. The model was tested by only one public organisation on four of its services. Originality/value The paper shifts the research focus from organisational properties and capacity, as the key co-creation drivers and barriers, to features of public services as additional factors that affect the prospect of co-creation. Thus, it makes a pioneering step towards the conceptualisation of the idea of “service readiness for co-creation” and the development of a practical instrument that supports co-creation in the public sector.

Keywords

public services;public service improvement;co-creation;drivers;barriers;decision support model;

Data

Language: English
Year of publishing:
Typology: 1.01 - Original Scientific Article
Organization: UL FU - Faculty of Administration
UDC: 35:005
COBISS: 165103875 Link will open in a new window
ISSN: 1750-6166
Views: 24
Downloads: 10
Average score: 0 (0 votes)
Metadata: JSON JSON-RDF JSON-LD TURTLE N-TRIPLES XML RDFA MICRODATA DC-XML DC-RDF RDF

Other data

Secondary language: Slovenian
Secondary keywords: javne storitve;izboljšanje javnih storitev;soustvarjanje;spodbujevalni dejavniki;zaviralni dejavniki;odločitveni model;
Type (COBISS): Article
Pages: str. 13-32
Volume: ǂVol. ǂ18
Issue: ǂiss. ǂ1
Chronology: 2024
DOI: 10.1108/TG-03-2023-0031
ID: 23010041
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