City Research Online

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

Radnor, Z., Osborne, S. P., Kinder, T. and Mutton, J. (2014). Operationalizing Co-Production in Public Services Delivery: The contribution of service blueprinting. Public Management Review, 16(3), pp. 402-423. doi: 10.1080/14719037.2013.848923

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.

Publication Type: Article
Additional Information: This is an Accepted Manuscript of an article published by Taylor & Francis in Public Management Review on 12 Nov 2013, available online: http://www.tandfonline.com/10.1080/14719037.2013.848923.
Publisher Keywords: Co-production, Higher Education, Service Blueprinting, Service Management
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
L Education > LB Theory and practice of education > LB2300 Higher Education
Departments: Presidents's Portfolio
URI: http://openaccess.city.ac.uk/id/eprint/20637
[img]
Preview
Text - Accepted Version
Download (337kB) | Preview

Export

Downloads

Downloads per month over past year

View more statistics

Actions (login required)

Admin Login Admin Login