Co-experience, co-production and co-governance: En ecosystem approach to the analysis of value creation

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This conceptual paper explores the interplay between the participation of service users and third sector organisations and the related implications for value creation. It draws on Public Service Logic, which uses value as a lens through which to view public service delivery and presents an ecosystem perspective to understand the interconnectivity and complexity of value creation. To illustrate the conceptual discussion, a contextual case study on the Scottish Social Security Agency and its services is presented. The analysis demonstrates that value creation is enabled and constrained by the congruence of goals among actors, the strategic direction and a participatory approach which combines ‘lived experience’ with expertise. The paper adds to theory by understanding value creation from a systemic perspective, emphasising the interplay of participative processes and the wider societal context. For policy and practice, it suggests a change in how value is articulated, promised, created and measured.
Original languageEnglish
Pages (from-to)425-442
Number of pages18
JournalPolitics and Policy
Issue number3
Publication statusPublished - 1 Jul 2020


  • participation
  • co-production
  • co-governance
  • public value
  • value creation
  • public service lens
  • social security
  • ecosystem

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