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Operationalizing Co-Production in Public Services Delivery: The contribution of service blueprinting
journal contributionposted on 2018-01-08, 15:50 authored by Zoe Radnor, Stephen P. Osborne, Tony Kinder, Jean Mutton
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. © 2013 © 2013 Taylor & Francis.
This project was conducted with financial support from the JISC Student Lifecycle Relationship Management (SLRM) funding stream.
CitationPublic Management Review, 2014, 16 (3), pp. 402-423
Author affiliation/Organisation/COLLEGE OF SOCIAL SCIENCES, ARTS AND HUMANITIES/School of Management
- AM (Accepted Manuscript)