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Operationalizing Co-Production in Public Services Delivery: The contribution of service blueprinting
journal contribution
posted on 2018-01-08, 15:50 authored by Zoe Radnor, Stephen P. Osborne, Tony Kinder, Jean MuttonWe 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. © 2013 © 2013 Taylor & Francis.
Funding
This project was conducted with financial support from the JISC Student Lifecycle Relationship Management (SLRM) funding stream.
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Citation
Public Management Review, 2014, 16 (3), pp. 402-423Author affiliation
/Organisation/COLLEGE OF SOCIAL SCIENCES, ARTS AND HUMANITIES/School of ManagementVersion
- AM (Accepted Manuscript)
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Public Management ReviewPublisher
Taylor & Francis (Routledge)issn
1471-9037eissn
1471-9045Copyright date
2014Available date
2018-01-08Publisher DOI
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enAdministrator link
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