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

Zoe Radnor, Stephen Osborne, Tony Kinder, Jean Mutton

Research output: Contribution to journalArticlepeer-review

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 coproduction.
Original languageEnglish
Pages (from-to)402-423
JournalPublic Management Review
Volume16
Issue number3
Early online date12 Nov 2013
DOIs
Publication statusPublished - 2014

Keywords

  • Co-production
  • higher education
  • service blueprinting
  • service management

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