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

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