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| THEME | AUTHOR | TITLE | PUBLICATION | YEAR | ABSTRACT | KEY WORDS | URL |
|---|---|---|---|---|---|---|---|
| Public Service Value Co-Creation | Frederickson, H.G. | Towards a New Public Administration | In 'Towards a New Public Administration: The Minnowbrook Perspective', Scanton: Chandler | 1917 | What is New Public Administration? Organization theory and New Public Administration: The distributive process, The integrative process, The boundary-exchange process, The socioemocional process. | organization theory, new public administration | https://archive.org/details/towardnewpublica00mari/page/n403 |
| Public Service Value Co-Creation | Frederickson, H.G. | The New Public Administration | Tuscaloosa: University of Alabama Press | 1980 | Based on lectures sponsored by the Bureau of Public Administration and presented at the University of Alabama in October 1977. | public administration | https://www.questia.com/library/1279060/new-public-administration |
| Public Service Value Co-Creation | Parks, R. B., P. C. Baker, L. Kiser, R. Oakerson, E. Ostrom, V. Ostrom, S. L. Percy, M. B. Vandivort, Whitaker, G. P. and Wilson, R. | Consumers as co-producers of public services: some economic and institutional considerations | Policy Studies Journal | 1981 | The concept of coproduction of public services has captured increased attention as a potential means of increasing the effectiveness and efficiency of local government. In this article we explore the concept of coproduction in an effort to sharpen the definition of that concept and add rigor to our understanding of the effects of coproduction in local service delivery and the processes by which coproductive activity occurs. | co-production, public services, local government | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1541-0072.1981.tb01208.x |
| Public Service Value Co-Creation | Shostack, G. L. | How to Design a Service | European Journal of Marketing | 1982 | Suggests that behavioural hypothesis, which rearranges or alters any element, by design or accident, will change the overall entity, just like changing bonds or atoms in a molecule creates a new substance, and this is known as molecular modelling — and this can help the marketer to better understand any market entity. States that the first step towards rational service design is a system for visualizing this phenomenon, enabling services to be given proper position and weight in the market entity context. Proposes that people are essential evidence of a service and how they are dressed or act has a bearing on this. Identifies benefits, standards and tolerances, and discusses modifications using tables and figures for emphasis. Concludes that modelling and blueprinting offer a system for marketers which can lead to the kind of experimentation and management necessary to service innovation and development. | Marketing planing, Modelling, Services marketing, Task description | https://www.emerald.com/insight/content/doi/10.1108/EUM0000000004799/full/html |
| Public Service Value Co-Creation | Brudney, J.L. and England, R.E. | Toward a definition of the co-production concept | Public Administration Review | 1983 | This article attempts to define "coproduction" in a manner useful to policy makers and to academics concerned with measuring the concept. Coproduction is considered the critical mix of activities that service agents and citizens contribute to the provision of public services. The involvement of the former consists of their work as professionals, or "regular producers," in the service process. Citizen coproductive activities, or "consumer production," are voluntary efforts of individuals or groups to enhance the quality and/or quantity of services they receive. Based on this definition, three types of coproduction are distinguished according to the nature of the benefits achieved: individual, group, and collective. | citizen participation, government officials, government bureaucracy, municipal governments, municipal services, health care delivery, patient compliance, police | https://www.jstor.org/stable/975300?seq=1#page_scan_tab_contents |
| Public Service Value Co-Creation | Wass, D. | The public service in modern society | Public Administration | 1983 | This was the post‐Annual General Meeting address given to the Royal Institute of Public Administration on 2 December 1982. | public service | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.1983.tb00498.x |
| Public Service Value Co-Creation | Normann, R. | Service Management. Strategy and Leadership in Service Businesses | Wiley | 1984 | Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored. | management, service business, service organizations, social technology | https://www.amazon.com/Service-Management-Strategy-Leadership-Business/dp/0471928852 |
| Public Service Value Co-Creation | Von Hippel E. | Lead Users: A Source of Novel Product Concepts | Management Science | 1986 | Accurate marketing research depends on accurate user judgments regarding their needs. However, for very novel products or in product categories characterized by rapid change—such as “high technology” products—most potential users will not have the real-world experience needed to problem solve and provide accurate data to inquiring market researchers. In this paper I explore the problem and propose a solution: Marketing research analyses which focus on what I term the “lead users” of a product or process. Lead users are users whose present strong needs will become general in a marketplace months or years in the future. Since lead users are familiar with conditions which lie in the future for most others, they can serve as a need-forecasting laboratory for marketing research. Moreover, since lead users often attempt to fill the need they experience, they can provide new product concept and design data as well. In this paper I explore how lead users can be systematically identified, and how lead user perceptions and preferences can be incorporated into industrial and consumer marketing research analyses of emerging needs for new products, processes and services. | market research, user, product, experience | https://pubsonline.informs.org/doi/abs/10.1287/mnsc.32.7.791 |
| Public Service Value Co-Creation | Frederickson, H.G. | Special Issue: Minnowbrook II: changing epochs of Public Administration | Public Administration Review | 1989 | Minnowbrook II was designed to compare and contrast the changing epochs of public administration. | public administration | https://www.jstor.org/stable/i240039 |
| Public Service Value Co-Creation | Wallace Ingraham, P. and Rosenbloom, D.H. | The new public personnel and the new public service | Public Administration Review | 1989 | The New Public Administration sought a public service whose legitimacy would be based, in part, on its promotion of “social equity.” Since 1968, several personnel changes congruent with the New Public Administration have occurred: traditional managerial authority over public employees has been reduced through collective bargaining and changes in constitutional doctrines; the public service has become more socially representative; establishing a representative bureaucracy has become an important policy goal; more emphasis is now placed on employee participation in the work place; and legal changes regarding public administrators’ liability have promoted an “inner check” on their behavior. At the same time, however, broad systemic changes involving decentralization and the relationship between political officials and career civil servants have tended to undercut the impact of those changes in personnel. The theories of Minnowbrook I, therefore, have proven insufficient as a foundation for a new public service. Grounding the public service's legitimacy in the U.S. Constitution is a more promising alternative and is strongly recommended. The New Public Administration, like other historical calls for drastic administrative change in the United States, sought to develop a new basis for public administrative legitimacy. Earlier successful movements grounded the legitimacy of the public service in high social standing and leadership, representativeness and close relationship to political parties, or in putative political neutrality and scientific managerial and technical expertise. To these bases, the New Public Administration sought to add “social equity.” As George Frederickson explained, “Administrators are not neutral. They should be committed to both good management and social equity as values, things to be achieved, or rationales. “(1) Social equity was defined as “includ[ing] activities designed to enhance the political power and economic well being of … [disadvantaged] minorities.” It was necessary because “the procedures of representative democracy presently operate in a way that either fails or only very gradually attempts to reverse systematic discrimination against” these groups.(2) Like the Federalists, the Jacksonians, and the civil service reformers and progressives before it, the New Public Administration focused upon administrative reform as a means of redistributing political power.(3) Also, like these earlier movements, the New Public Administration included a model of a new type of public servant. This article sets forth that new model and considers the extent to which the major changes that have actually taken place in public personnel administration since 1968 are congruent with it. We find that while contemporary public personnel reflects many of the values and concerns advanced by the New Public Administration, substantial changes in the political environment of public administration have frustrated the development of a new public service that would encompass the larger goals and ideals expressed at Minnowbrook I. Building on the trends of the past two decades, this article also speculates about the future. Our conclusion is that ultimately the public service's legitimacy must be grounded in the Constitution. Although its focus is on macro-level political and administrative developments, the broad changes it discusses provide the framework from which many contemporary personnel work-life issues, such as pay equity and flexitime, have emerged. | New Public Administration, legitimacy, public servants, public services, | https://www.tandfonline.com/doi/abs/10.1080/01900699808525330 |
| Public Service Value Co-Creation | Hood, C. | A public management for all seasons? | Public Administration | 1991 | This article discusses: the doctrinal content of the group of ideas known as ‘new public management’(NPM); the intellectual provenance of those ideas; explanations for their apparent persuasiveness in the 1980 s; and criticisms which have been made of the new doctrines. Particular attention is paid to the claim that NPM offers an all‐purpose key to better provision of public services. This article argues that NFM has been most commonly criticized in terms of a claimed contradiction between ‘equity’ and ‘efficiency’ values, but that any critique which is to survive NPM's claim to ‘infinite reprogrammability’ must be couched in terms of possible conflicts between administrative values. The conclusion is that the ESRC'S Management in Government’ research initiative has been more valuable in helping to identify rather than to definitively answer, the key conceptual questions raised by NPM. | New, public management, public services, public value | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.1991.tb00779.x |
| Public Service Value Co-Creation | Meuser M. and Nagel U. | Expertlnneninterviews—vielfach erprobt wenig bedacht. | In 'Qualitativ-empirische sozialforschung'; Springer. | 1991 | In various research projects, we have worked with the open-ended, guide-oriented interview with experts and found that we had to operate methodically on a less well-tended terrain. This almost completely applies to evaluation problems. In the - sparse - literature on expert interviews, questions of field access and interviewing are mainly dealt with. The question of how "methodically controlled understanding of others" (see Schütze et al 1973) can be accomplished in the context of expert interviews remains completely open. The purpose of this article is to address some questions regarding the methodology of the expert interview. The empirical material to which we refer comes from research projects that we have carried out or are currently working on. The evaluation process that we will present (see Chapter 4) has been developed from our own research practice, which in turn has its origin in the literature on qualitative and interpretive social research. | expert interviews, methodology, research, empirical evidence | https://link.springer.com/chapter/10.1007/978-3-322-97024-4_14 |
| Public Service Value Co-Creation | Bacot, H., McCabe, A.S., Fitzgerald, M.R., Bowen, T. and Folz, D.H. | Practicing the politics of inclusion: citizen surveys and the design of solid waster recycling programs | American Review of Public Administration | 1993 | This study presents a framework for applying and interpreting citizen surveys to formulate community recycling programs. Viewed as a coproduced service, a recycling program's success depends on strong and sustained public support and participation. We find that knowing citizen opinions and attitudes toward recycling can help public managers maximize citizen participation in recycling. This analysis supports the value of conducting citizen opinion surveys as part of the recycling program design. Furthermore, such surveys are useful management tools for learning local opinions and attitudes that can be used to improve program design and sustain citizen participation in a community recycling program. | co-production, participation, opinion surveys | https://journals.sagepub.com/doi/10.1177/027507409302300103 |
| Public Service Value Co-Creation | Osborne D. and Gaebler T. | Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector | Reading, MA: Addison-Wesley. | 1993 | "Reinventing government" details the most revolutionary idea of our time-an idea whose time has come. Its authors give proof positive that government does not have to be a gigantic and inefficient bureaucracy. Instead, it can govern in the true sense of the word, by tapping the tremendous power of the entrepreneurial process and the force of the free market. In case after case, the authors show how this approach already has proven its worth all over the country-in schools, in slums, in sanitation, in a host of other areas where enterprising and innovative public officials have delivered a far bigger public service bang for every budgeted buck. To cut taxes and improve services at the same time may seem too good to be true. Yet now we have in our hands a way to make it come true-if we and politicians of all parties and persuasions read it and use it. | governance, entrepreneurial process, public services | https://books.google.com.mx/books/about/Reinventing_Government.html?id=7qyp_EcJuZoC&redir_esc=y |
| Public Service Value Co-Creation | Terry, L.D. | Why we should abandon the misconceived quest to reconcile public entrepreneurship with democracy | Public Administration Review | 1993 | The author's concept of civic-regarding entrepreneurship is grounded in the notion that a strong theory of citizenship is essential if we are to make public entrepreneurship compatible with democratic principles. Thus, public administrators have an obligation to search for opportunities that allow the citizenry to activerly participate in the public policy process. | citizenship, entrepreneurship, democracy, participation | https://pdfs.semanticscholar.org/c69e/9ad43660a7b599eac3a1ffb9b94c62fe2176.pdf |
| Public Service Value Co-Creation | Ross, K. | Speaking in tongues: involving users in day care services | British Journal of Social Work | 1995 | The new focus on the importance of user involvement within a range of public services, as witnessed by legislation and policy such as the NHS and Community Care Act (1990) and the Citizen's and other Charters, has significant implicaions for the way in which users will be encouraged to have a voice in service planning and delivery. A crucial factor in the success of participative strategies is training for both users and workers, to enable involvement and participation to be something more than token. This paper is based on a study which set out to explore the reality behind the rhetoric of user involvement in day care services. It found that the most significant factor in determining the extent of user involvement in day centres was the organizational culture of individual establishents. Empowering strategies were more likely to exist in those centres where staff felt valued and where senior officers were committed to the principle of power-sharing and partnership between users and workers: training was rarely provided for users and workers as a matter of routine. A number of suggestions are made as to ways forward, in the light of research findings. | day care, mental health, inservice training, communities, social work, physical disabilities, learning, adult care services, research studies, committee meetings | https://www.jstor.org/stable/23710510?seq=1#page_scan_tab_contents |
| Public Service Value Co-Creation | Roberts N. C. and King P. J. | Transforming Public Policy: Dynamics of Policy Entrepreneurship and Innovation | San Francisco, CA: Jossey-Bass. | 1996 | Transforming Public Policy shows how to influence and fundamentally redirect public policy through the strategic use of policy entrepreneurship and innovation. Using the example of a single in-depth study "public school choice in Minnesota" the authors provide specific guidelines for achieving large-scale system change. The case illustrates the entire process of entrepreneur-driven radical change by following the issue of public school choice from its beginning, as an innovative idea, through its four-year legislative process, to its implementation into practice within the Minnesota school system. Includes personal profiles of six change agents who worked toward this large-scale transformation and chronicles their activities, strategies, and tactics, providing an insightful analysis of what it takes to be a successful policy entrepreneur. | public policy, entrepreneurship, innovation, change | https://www.amazon.com/Transforming-Public-Policy-Entrepreneurship-Administration/dp/0787902020 |
| Public Service Value Co-Creation | Stahel W. | The Functional Economy: Cultural and Organizational Change | In 'The industrial green game: implications for environmental design and management'; Washington DC, National Academy Press | 1997 | A functional economy is one that optimizes the use (or function) of goods and services and thus the management of existing wealth (goods. knowledge, and nature). The economic objective of the functional economy is to create the highest possible use value for the longest possible time while consuming as few material resources and energy as possible. This functional economy is therefore considerably more sustainable, or dematerialized, than the present economy, which is focused on production and related material flows as its principal means to create wealth. One aim of this chapter is to sketch out a functional economy. The other is to show the social, cultural, and organizational change that may arise in shifting from a production-oriented economy toward a functional or service-oriented economy. | functional economy, value, resources, change, service-oriented | http://www.product-life.org/fr/node/153 |
| Public Service Value Co-Creation | Breitling, M., Heckmann, M., Luzius, M., & Nüttgens, M. | Service Engineering in der Ministerialverwaltung | Information Management & Consulting (IM) | 1998 | In addition to local authorities, or-ganizations of higher governmenttogether with their subordinateauthorities have to think about newways of working. This includes re-thinking their organization andtheir processes. Legally laid downresponsibilities require a specialproceeding in engineering newservices compared to private enter-prises. | Product, Public Sector, CustomerOrientation, Service Center,technology transfer | https://www.bwl.uni-hamburg.de/harcis/zentrum/team/chair/markus-nuettgens/publikationen/serviceengineering-ministerialverwaltung.PDF |
| Public Service Value Co-Creation | Kelly, R.M. | An Inclusive Democratic Policy, Representative Bureaucracies, and the New Public Management | Public Administration Review | 1998 | Total Quality Management and New Public Management (NPM) offers elements that could help raise governmental performance levels. NPM can operate effectively when government works within the framework of the U.S. Constitution. The NPM promotes equitable distribution of public resources. | public management, governance, norm | https://www.jstor.org/stable/976560?seq=1#page_scan_tab_contents |
| Public Service Value Co-Creation | King, C.S. and Strivers, C. | Introduction: the anti-government era | In 'Public Administration in an anti-government era', Sage: California | 1998 | Examines the current anti government climate in USA, and its effect on the working lives of administrators and their relationships with citizens. | governance, public administration, citizens, participation | https://www.worldcat.org/title/government-is-us-public-administration-in-an-anti-government-era/oclc/37594178/viewport |
| Public Service Value Co-Creation | Potter G. | Collaborative critical reflection and interpretation in qualitative research. | Working Paper | 1998 | This paper focuses on the role of collaboration in facilitating critical reflection and interpretation of data in a collaborative research project undertaken by school-based and university-based researchers. The popular image of research in the natural and social sciences has long been dominated by the figure of the lone researcher, but this image is contrary to the very social nature of the research process and renders invisible the researcher's connections to the participants and others who make valuable contributions. As researchers begin to deconstruct their own research practices, they begin to see how the social and collaborative interactions shape their outcomes. This paper provides an overview of the nature of the collaborative research project, discusses the reality of collaborative research, and explores the role of collaboration in critical reflection, interpretation, and the co-construction of professional knowledge. The research project that provides the context for the discussion was a qualitative and collaborative study of four early-years teacher-researchers who work with children from diverse family contexts. The ongoing research project is exploring teachers' talk about and critical reflections on their own investigations of the home literacies and "funds of knowledge" of a small group of students. The study also brought the power of collaboration in the generation of new professional knowledge into the foreground. (Contains 52 references.) (SLD) | cooperation, data analysis, educational research, qualitative research, social science research, teacher researchers | https://eric.ed.gov/?id=ED441853 |
| Public Service Value Co-Creation | Atkinson R. | Discourses of partnership and empowerment in contemporary British urban regeneration | Urban Studies | 1999 | Drawing upon the work of Bourdieu, Foucault and Fairclough, this paper focuses on the discursive construction of partnership and empowerment in the official discourse of contemporary British urban regeneration. The paper argues that partnership and empowerment are not neutral terms but are discursive constructs, the meaning assigned to these terms is thus the result of the exercise of power, which in turn has a crucial role in structuring the discursive context within which urban regeneration partnerships operate. The paper's emphasis on official discourse constructs a top-down view of the regeneration process and the community's role in that process. These issues are investigated through a narrative which focuses on a key official document, Involving Communities in Urban and Rural Regeneration, providing guidance on community participation in urban regeneration partnerships. The paper concludes that the operation of these discursive constructs in urban regeneration reinforces existing social relations. | partnership, empowerment, discourse, community | https://journals.sagepub.com/doi/abs/10.1080/0042098993736 |
| Public Service Value Co-Creation | Box, R.C. | Running government like a business: implications for Public Administration theory and practice | American Review of Public Administration | 1999 | The public sector faces increasing demands to run government like a business, importing privatesector concepts such as entrepreneurism, privatization, treating the citizen like a “customer,” and management techniques derived from the production process. The idea that government should mimic the market is not new in American public administration, but the current situation is particularly intense. The new public management seeks to emphasize efficient, instrumental implementation of policies, removing substantive policy questions from the administrative realm. This revival of the politics-administration dichotomy threatens core public-sector values of citizen selfgovernance and the administrator as servant of the public interest. The article examines the political culture that encourages expansion of market-like practices in the American public sector, explores the issues of the purpose and scope of government and the role of the public-service practitioner, and offers a framework for the study and practice of public administration based on citizenship and public service. | public administation, New Public Management, public sector, policy | https://journals.sagepub.com/doi/10.1177/02750749922064256 |
| Public Service Value Co-Creation | Martin, S. and Boaz, A. | Public participation and citizen-centred local government: lessons from the best value and better government for older people pilot programmes | Public Money and Management | 2000 | This article examines the contribution that public participation can make to the development of ‘citizen-centred government’. It draws upon the evidence of two major initiatives established by central and local government to develop and test out new approaches to service delivery (the Best Value and the Better Government for Older People pilot programmes). Evaluation of these two sets of pilots suggests that the notion of ‘citizen-centred government’ and the forms of participation that are required to achieve it are liable to a range of different interpretations. In particular there is an important distinction between approaches which seek to promote community planning and user-focused services, and those that envisage a much more active role for local people in designing and delivering local services. | participation, citizen-centred governance, public services | https://www.ingentaconnect.com/content/routledg/pmam/2000/00000020/00000002/art00008 |
| Public Service Value Co-Creation | Araujo, J.F. | Improving public service delivery: the crossroads between NPM and traditional bureaucracy | Public Administration | 2001 | This article analyses a New Public Management (NPM) style of reform recently introduced in Portuguese public administration. The reform introduces new organizations to a method of delivering public services called ‘Citizen Shops’ (CS) (Lojas dos Cidadãos). Several public services are concentrated in a single building whose management follows the practices of the private sector concerning service delivery and opening times, rather like a ‘shopping centre’. ‘Citizen Shops’ is a kind of agencification and is an attempt to avoid the constraints of civil service red tape and bureaucratic resistance to change. The author argues that the extent to which new ideas were imported from NPM was limited and constrained by the institutional framework and the culture prevailing in Portuguese bureaucracy. Citizen Shops reproduced the hierarchical and centralized nature of service delivery and followed the traditional patterns of control. The prevailing structure is an important constraint on NPM development. | New Public Masnagement, public services, "lojas dos cidadaos", change resistance | https://onlinelibrary.wiley.com/doi/abs/10.1111/1467-9299.00286 |
| Public Service Value Co-Creation | Hatchuel, A. | Towards Design Theory and Expandable Rationality: The Unfinished Program of Herbert Simon | Journal of management and governance | 2001 | Problem solving also soon became the key entry to what he labeled a « science of the artificial » or a « Science of Design ». This second program took growing importance in connection with his own involvement in Artificial intelligence and cognitive psychology. Here one can be grateful to Simon's outstanding shrewdness and insight. Although there is now an increased awareness to innovation and growth processes, still few economists would spontaneously think that a good theory of Design is important for their own discipline. Yet, Simon's attempts to develope a Design theory remain unfinished. I will discuss in this paper the two central reasons that support this point : i) Simon's always maintained that Design and creativity were special forms of problem solving while it is more likely that Decision making and problem solving are restricted forms of Design ; ii) Simon's limited interest for the construction of social interaction which is a key resource of design processes3. This discussion will allow me to introduce a concept of « expandable rationality » as a potential paradigm for design theory. To conclude, I will suggest that, in spite of human agents limitations in problem solving and decision making, economic growth and value creation may result from their expandable design abilities. | Industrial Organization, Expandable Rationality, Design Theory | https://link.springer.com/article/10.1023%2FA%3A1014044305704 |
| Public Service Value Co-Creation | United Nations Division for Public Economic and Public Administration | Benchmarking E-government: A global perspective: Assessing the UN member states | United Nations | 2001 | Broadly defined, e-government can include virtually all information and communication technology (ICT) platforms and applications in use by the public sector. In order to maximize e-government's effectiveness and realize its vast potential, several fundamental conditions must exist in order to facilitate an enabling environment. The study's primary goal was to objectively present facts and conclusions that define a country's e-government environment and demonstrate its capacity (or lack of) to sustain online development. This was accomplished by a comparative analysis of fundamental information technology (IT) indicators and critical human capital measures for each UN Member State. | e-government, ICTs, enabling environment, capacity, indicators | https://publicadministration.un.org/egovkb/Portals/egovkb/Documents/un/English.pdf |
| Public Service Value Co-Creation | Alford J. | Defining the client in the public sector: a social exchange perspective | Public Administration Review | 2002 | Government reformers urge the adoption of a private‐sector‐style “customer focus,” but critics see it as inappropriate to the public sector, in particular because it devalues citizenship. This article first argues that most public‐sector organization‐client interactions differ from the private‐sector customer transaction and offers a typology of these interactions. But second, it proposes that the central feature of the customer model—the notion of exchange—can be broadened in a way that accentuates the importance of administrators’ responsiveness to their publics. In a social‐exchange perspective, government organizations need things from service recipients—such as cooperation and compliance—which are crucial for effective organizational performance; eliciting those things necessitates meeting not only people’s material needs but also their symbolic and normative ones. Engaging in these different forms of exchange with clients is not necessarily inconsistent with an active citizenship model. | public sector, citizenship, government agencies, money, public assistance programs, customers, taxpaying, consumer preferences, prisons, normativity | https://www.jstor.org/stable/3110217?seq=1#page_scan_tab_contents |
| Public Service Value Co-Creation | Bozeman, B. | Public value failure: when efficient markets may not do | Public Administration Review | 2002 | The familiar market‐failure model remains quite useful for issues of price efficiency and traditional utilitarianism, but it has many shortcomings as a standard for public‐value aspects of public policy and management. In a public‐value‐failure model, I present criteria for diagnosing values problems that are not easily addressed by market‐failure models. Public‐value failure occurs when: (1) mechanisms for values articulation and aggregation have broken down; (2) “imperfect monopolies” occur; (3) benefit hoarding occurs; (4) there is a scarcity of providers of public value; (5) a short time horizon threatens public value; (6) a focus on substitutability of assets threatens conservation of public resources; and (7) market transactions threaten fundamental human subsistence. After providing examples for diagnosis of public‐values failure, including an extended example concerning the market for human organs, I introduce a “public‐failure grid” to facilitate values choices in policy and public management. | market failure, public value, value choice, public management | https://onlinelibrary.wiley.com/doi/abs/10.1111/0033-3352.00165 |
| Public Service Value Co-Creation | Mont O. | Clarifying the concept of product-service system | Journal of Cleaner Production | 2002 | A new trend of product–service systems (PSSs) that has the potential to minimise environmental impacts of both production and consumption is emerging. This article attempts to build a theoretical framework for PSS and serves as a background for identifying possible investment needs in studying them. There are three main uncertainties regarding the applicability and feasibility of PSSs: the readiness of companies to adopt them, the readiness of consumers to accept them, and their environmental implications. The main finding is that successful PSSs will require different societal infrastructure, human structures and organisational layouts in order to function in a sustainable manner. | product–service systems, sustainability, functional economy | https://www.sciencedirect.com/science/article/pii/S0959652601000397 |
| Public Service Value Co-Creation | Andal-Ancion A., Cartwright P. A. and Yip G. S. | The digital transformation of traditional business. | MIT Sloan Management Review | 2003 | By fully understanding drivers of new information technologies (NIT), companies can begin to predict the potential transformations of their industries, especially in terms of how products are marketed and sold. To that end, we have developed a systematic framework that identifies which drivers are important for the different approaches of classic disintermediation, remediation and network-based mediation. Using this tool, companies can determine both the optimum ways to transform their businesses and the NIT investments required to accomplish such changes. | new information technologies, drivers, business, disintermediation, remediation, network-based mediation | https://sloanreview.mit.edu/article/the-digital-transformation-of-traditional-business/ |
| Public Service Value Co-Creation | Chesbrough H. | Open innovation: the new imperative for creating and profiting from technology | Harvard Business School Press. | 2003 | In today's information-rich environment, companies can no longer afford to rely entirely on their own ideas to advance their business, nor can they restrict their innovations to a single path to market. As a result, says Harvard Business School Professor Henry W. Chesbrough, the traditional model for innovation--which has been largely internally focused, closed off from outside ideas and technologies--is becoming obsolete. Emerging in its place is a new paradigm, "open innovation," which strategically leverages internal and external sources of ideas and takes them to market through multiple paths. This path-breaking analysis is based on extensive field research, academic study, and the author's own longtime experience working in Silicon Valley. Through rich descriptions of the innovation processes of Xerox, IBM, Lucent, Intel, Merck, and Millennium, and the many spin-offs that have emerged from these firms, Open Innovation shows how a company can use its business model to identify a more enlightened role for R&D in a world of abundant information, better manage and access intellectual property, advance its current business, and grow its future business. Arguing that companies in all industries must transform the way they commercialize knowledge, Chesbrough convincingly shows how open innovation can unlock the latent economic value in a company's ideas and technologies. | open innovation, paradigm, business, technologies | https://books.google.com.mx/books?hl=es&lr=&id=4hTRWStFhVgC&oi=fnd&pg=PR9&dq=Open+innovation:+the+new+imperative+for+creating+and+profiting+from+technologye&ots=XtWGZMs9xC&sig=gSPGa02-3mbRlfrGK7RtDas-0LQ&redir_esc=y#v=onepage&q=Open%20innovation%3A%20the%20new%20imperative%20for%20creating%20and%20profiting%20from%20technologye&f=false |
| Public Service Value Co-Creation | Denhardt, R.B. and Denhardt, J.V. | The New Public Service: an approach to reform | International Review of Public Administration | 2003 | Under evolving forms of governance, government will play a different role in the steering of society. Yet government will still be judged by legal and political criteria, economic and market criteria, and democratic and social criteria. The first of these was central to traditional public administration, the second is at the forefront of “the new public management,” and the third is central to “the new public service.” Here we outline the characteristics of the new public service and how its principles will guide future public administrators. | citizenship, public service, governance | https://www.tandfonline.com/doi/abs/10.1080/12294659.2003.10805013 |
| Public Service Value Co-Creation | Hajer, M. and Wagenaar, H. (eds) | Deliberative Policy Analysis: Understanding Governance in the Network Society | Cambridge: Cambridge University Press | 2003 | What kind of policy analysis is required now that governments increasingly encounter the limits of governing? Exploring the new contexts of politics and policy making, this book presents an original analysis of the relationship between state and society, and new possibilities for collective learning and conflict resolution. The key insight of the book is that democratic governance calls for a new deliberatively-oriented policy analysis. Traditionally policy analysis has been state-centered, based on the assumption that central government is self-evidently the locus of governing. Drawing on detailed empirical examples, the book examines the influence of developments such as increasing ethnic and cultural diversity, the complexity of socio-technical systems, and the impact of transnational arrangements on national policy making. This contextual approach indicates the need to rethink the relationship between social theory, policy analysis, and politics. The book is essential reading for all those involved in the study of public policy. | politics and international relations, sociology, political theory, comparative politics, organisational sociology | https://www.cambridge.org/core/books/deliberative-policy-analysis/C07A076AAD9C04D2A498A57F3D0EFFEB |
| Public Service Value Co-Creation | Papadopoulos, Y. | Cooperative forms of governance: problems of democratic accountability in complex environments | European Journal of Political Research | 2003 | Various schools of research in public policy (the literature on ‘governance’ and its continental counterparts) are converging to focus on the growth of policy styles based on cooperation and partnership in networks, instead of on vertical control by the state. This article focuses on issues of democratic accountability and responsiveness with these governance arrangements. It argues that until recently the legitimacy of governance networks was not at the forefront of theoretical developments, even though the ‘democratic deficit’ of governance is problematic both for normative and for pragmatic reasons. There is now increased sensitivity to this problem, but the remedies presented in the literature are unsatisfactory, and critiques of governance presuppose a somewhat idealised image of representative democracy in terms of accountability or responsiveness of decision‐makers. They also fail to offer adequate solutions to some of the central legitimacy problems of policy‐making in complex societies. | public policy, nerworks, democracy, accountability, decision-making | https://ejpr.onlinelibrary.wiley.com/doi/abs/10.1111/1475-6765.00093 |
| Public Service Value Co-Creation | Bretschneider S. I., Marc-Aurele F. J. and Wu J | Best practices research: A methodological guide for the perplexed. | Journal of Public Administration Research and Theory | 2004 | Like many applied fields, public administration has a long-running love affair with the idea of “best practices” research. Although occasional reviews and critical examinations of approaches to best practices research have appeared in the literature (Overman and Boyd 1994), very little critical examination and reflection have been devoted to core methodological issues surrounding such work. The purpose of this article is twofold. First, we critically examine the underlying assumptions associated with “best practices research” in order to distill an appropriate set of rules to frame research designs for best practice studies. Second, we review several statistical approaches that provide a rigorous empirical basis for identification of “best practices” in public organizations—methods for modeling extreme behavior (i.e., iteratively weighted least squares and quantile regression) and measuring relative technical efficiency (data envelopment analysis [DEA]). | best practices, research methodology, pubic organizations | https://doi.org/10.1093/jopart/mui017 |
| Public Service Value Co-Creation | Frumkin, P., & Galaskiewicz, J. | Institutional isomorphism and public sector organizations. | Journal of Public Administration Research and Theory | 2004 | Although public sector organizations have long been seen as driving the institutionalization of business firms and nonprofit organizations, government agencies themselves have only occasionally been studied as subjects of institutional pressures. This research examines whether public sector organizations, when compared with organizations in the business and nonprofit sectors, are more or less as susceptible to mimetic, normative, and coercive pressures. Using data from the National Organizations Study, we discover that governmental organizations are in fact more vulnerable to all three types of institutional forces than other organizations, whereas the effect of institutional variables on for-profits and nonprofits is more sporadic. The susceptibility of public sector organizations to institutional pressures raises important questions for the field of public administration and has consequences for nonprofits and business firms, which are funded and regulated by government. | public sector organizations, business organizations, non-profit organizations, coercive/institutional pressures | https://academic.oup.com/jpart/article-abstract/14/3/283/1072069/ |
| Public Service Value Co-Creation | Hyde, P., & Davies, H. T. O. | Service design, culture and performance: Collusion and coproduction in health care. | Human Relations, 57(11) | 2004 | While there is emerging evidence to suggest that (organizational) culture can affect the performance and quality of health services, little attention has been directed at how these relationships might be mediated, facilitated or attenuated by aspects of service design (i.e. those arrangements that combine facilities, staff and service users in the co-production of care). Using two case studies set in mental health services, this article explores how both culture and performance may be viewed as emergent properties of service design configurations. Thus central to ideas of service re-design should be notions of service users as the co-producers (with staff) of both organizational culture and organizational performance, as well as a clearer understanding of how such co-production processes are modulated by specific design configurations. | Co-production, health care, organizational culture, organizational design, organizational performance, service users | https://journals.sagepub.com/doi/abs/10.1177/0018726704049415 |
| Public Service Value Co-Creation | Irvin, R.A. and Stansbury, J. | Citizen participation in decision making: is it worth the effort? | Public Administration Review | 2004 | It is widely argued that increased community participation in government decision making produces many important benefits. Dissent is rare: It is difficult to envision anything but positive outcomes from citizens joining the policy process, collaborating with others and reaching consensus to bring about positive social and environmental change. This article, motivated by contextual problems encountered in a participatory watershed management initiative, reviews the citizen-participation literature and analyzes key considerations in determining whether community participation is an effective policy-making tool. We list conditions under which community participation may be costly and ineffective and when it can thrive and produce the greatest gains in effective citizen governance. From the detritus of an unsuccessful citizen-participation effort, we arrive at a more informed approach to guide policy makers in choosing a decision-making process that is appropriate for a community's particular needs. | citizen´s participation, decision making, community, participation, citizen, decision-making process, governance, decision making, community participation, management | https://www.cornellcollege.edu/politics/IrvinParticip.pdf |
| Public Service Value Co-Creation | Kweit, M. G. and Kweit, R.W. | Citizen participation and citizen evaluation in disaster recovery | American Review of Public Administration | 2004 | In April 1997, Grand Forks, North Dakota, and East Grand Forks, Minnesota, experienced a disastrous flood. Both cities have been textbook examples of success according to the Federal Emergency Management Agency. They have an updated infrastructure, paid for largely by the federal government. Their downtowns are on the road to recovery with new construction and businesses. The paths of the two cities have diverged in the social and political aftermath of the flood. East Grand Forks, following consultant suggestions, instituted extensive citizen participation initiatives. East Grand Forks has experienced political stability and citizen satisfaction. Grand Forks relied primarily on bureaucratic guidance to react to the disaster. Grand Forks has experienced changes in government structure, turnover of elected and appointed officials, and much less positive citizen evaluation. This study examines the effect of perceptions of citizen participation on the citizens’ evaluation of the success of the recovery. | citizen participation, disaster recovery, disaster and political change, politics and administration | https://journals.sagepub.com/doi/10.1177/0275074004268573 |
| Public Service Value Co-Creation | Roberts, N. | Public deliberation in an age of direct citizen participation | American Review of Public Administration | 2004 | Citizen participation in the decisions that affect their lives is an imperative of contemporary society. For the first half of the 20th century, citizens relied on public officials and administrators to make decisions about public policy and its implementation. The latter part of the 20th century saw a shift toward greater direct citizen involvement. This trend is expected to grow as democratic societies become more decentralized, interdependent, networked, linked by new information technologies, and challenged by “wicked problems.” The purpose of this article is to summarize the past experiments in direct citizen participation—the forms they take, the challenges they raise (including the need for redefined roles for public officials and citizens), and the consequences they produce. By laying out what has been done in the past, we are better positioned to identify the critical issues and challenges that remain for researchers and practitioners to address in the future. | deliberation, dialogue, citizen engagement, involvement, participation | https://journals.sagepub.com/doi/abs/10.1177/0275074004269288?ssource=mfc&rss=1 |
| Public Service Value Co-Creation | Vargo, S. L., & Lusch, R. F. | Evolving to a New Dominant Logic for Marketing | Journal of Marketing | 2004 | Marketing inherited a model of exchange from economics, which had a dominant logic based on the exchange of “goods,” which usually are manufactured output. The dominant logic focused on tangible resources, embedded value, and transactions. Over the past several decades, new perspectives have emerged that have a revised logic focused on intangible resources, the cocreation of value, and relationships. The authors believe that the new perspectives are converging to form a new dominant logic for marketing, one in which service provision rather than goods is fundamental to economic exchange. The authors explore this evolving logic and the corresponding shift in perspective for marketing scholars, marketing practitioners, and marketing educators. | New Dominant Logic, services, marketing | https://journals.sagepub.com/doi/abs/10.1509/jmkg.68.1.1.24036?journalCode=jmxa |
| Public Service Value Co-Creation | Walti, S., Kubler, D. Papadopoulos, Y. | How democratic is 'governance'? Lessons from Swiss Drug Policy | Governance | 2004 | Public action increasingly takes place in self‐organizing networks that are remote from direct governmental control. While these transformations have been subject to scrutiny in regard to their efficiency, less attention has been paid to their democratic quality. This article discusses governance‐induced problems of democracy by isolating two major criticisms. Deliberative criticism argues that governance, rather than allowing for true deliberation in the public space, may lead to a loss of accountability. Participatory criticism stresses that governance impinges on participatory venues. The article discusses these criticisms theoretically and empirically, drawing from research on drug policy in Switzerland. The findings show that the criticisms are relevant, albeit not entirely justified. | governance, democracy | https://www.academia.edu/29094648/How_Democratic_Is_Governance_Lessons_from_Swiss_Drug_Policy |
| Public Service Value Co-Creation | Aberbach, J.D. and Christensen, T. | Citizens and consumers: an NPM dilemma | Public Management Review | 2005 | New Public Management (NPM) puts a major emphasis on consumer sovereignty. Through consumer sovereignty, it is argued, public organizations will produce outputs more in line with what citizens want. This article analyses the implications, both theoretical and practical, of conceiving of citizens as customers. We discuss the features of citizenship, the ways in which the emerging customer focus impacts the role of citizen, how consumerism would and, in implementation, does work and the wider implications for democratic governance, particularly the effects on political and administrative leadership roles and leaders' political accountability, of the tendency to define citizens as customers of government agencies when conceptualizing their relationship to the state. | administrative reform, citizens, consumers, customer preferences, New Public Management | https://www.tandfonline.com/doi/abs/10.1080/14719030500091319 |
| Public Service Value Co-Creation | Baggot, R. | A funny thing happened on the way to the forum? Reforming patient and public involvement in the NHS in England | Public Administration | 2005 | This article explores the introduction of a new system of patient and public involvement (PPI) in the NHS in England. After seeking to clarify the terminology found in this field, the article explores the background to the new system, why proposals were brought forward by the government and how they were implemented. The article also examines the main criticisms of the new system, which include under‐resourcing, lack of capacity, complexity and fragmentation. The article concludes by drawing out lessons for future reform in this field. | public involvement, reform, health system | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.0033-3298.2005.00461.x |
| Public Service Value Co-Creation | Callanan, M. | Institutionalizing participation and governance? New participative structures in local government in Ireland | Public Administration | 2005 | Public service providers and elected levels of government around the world are continually being encouraged to involve citizens in decision‐making. Various means of achieving this have been employed by local authorities in different countries. These include local referenda, customer surveys, online discussion forums and citizens’ juries. This article draws on the example of new participative committee structures within Irish local government. These seek to involve identified stakeholders (including business, trade unions, the community/voluntary sector and environmental interests) in local government decision‐making. These structures were inspired both by international trends towards participatory democracy and Ireland's experience of neo‐corporatist ‘social partnership’ at the national level. This article considers the new committee structures and their composition and examines some of the problems encountered. It demonstrates that recent research into these new structures supports many of the concerns that have been raised in the literature on varying participative mechanisms practiced in other countries. | local government, participation, decison-making | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.0033-3298.2005.00483.x |
| Public Service Value Co-Creation | Edelenbos, J. | Institutional implications of interactive governance: insights from Dutch practice | Governance | 2005 | Nowadays all kinds of processes of citizen involvement can be observed in practice. We label them as interactive governance in this article. Interactive governance brings with it new proto-institutions that can conflict with existing institutions of decision making. We analyze these institutional tensions in several Dutch local governments through comparative research. Our main conclusion is that there is a “missing institutional link” between the interactive process and the formal municipal decision-making process. Interactive governance needs better institutional embeddedness in order to prevent the interactive process from becoming meaningless and useless in formal decision making. | interactive governance, decison-making conflict, local government | https://www.researchgate.net/publication/229449300_Institutional_Implications_of_Interactive_Governance_Insights_from_Dutch_Practice |
| Public Service Value Co-Creation | Edelenbos, J. and Klijn E.H. | Managing stakeholder involvement in decision making: a comparative analysis of six interactive processes in the Netherlands | Journal of Public Administration Research and Theory | 2005 | Initiatives to encourage and stimulate the involvement of citizens but also various societal organizations in decision making can be seen in a wide variety of European countries. Citizen panels, citizen charters, new types of participation, and other forms are being used to increase the influence of citizens on decision making and to improve the relation between citizens and elected politicians. In the Netherlands a lot of local governments have experimented with interactive decision making that is enhancing the influence of citizens and interest groups on public policy making. The main motives to involve stakeholders in interactive decision making are to diminish the veto power of various societal actors by involving them in decision making, improve the quality of decision making by using the information and solutions of various actors, and bridge the perceived growing cleavage between citizens and elected politicians. In this article six cases are evaluated. The cases are compared on three dimensions: the nature and organization of participation, the way the process is managed (process management), and the relation with formal democratic institutions. These organizational features (in terms of both formal organization and actual performance) are compared with the results of the decision-making processes in the six cases. The article shows that the high expectations of interactive decision making are not always met. It also shows that managing the interactions—called process management in network theory—is very important for achieving satisfactory outcomes. | interactive decison-making, local government | https://www.researchgate.net/publication/228245651_Managing_Stakeholder_Involvement_in_Decision_Making_A_Comparative_Analysis_of_Six_Interactive_Processes_in_the_Netherlands |
| Public Service Value Co-Creation | Eriksson, M., Niitamo, V. P. and Kulkki, S. | State-of-the-art in utilizing living labs approach to user-centric ICT innovation – a European approach. | Lulea: Center for Distancespanning Technology, Lulea University of Technology. | 2005 | Living Labs are an emerging Public Private Partnership (PPP) concept in which firms, public authorities and citizens work together to create, prototype, validate and test new services, businesses, markets and technologies in real-life contexts, such as cities, city regions, rural areas and collaborative virtual networks between public and private players. The real-life and everyday life contexts will both stimulate and challenge research and development as public authorities and citizens will not only participate in, but also contribute to the whole innovation process. This paper examines the state-of-the art in involving the user and stakeholder organisations into the innovation process in various ongoing, embryonic Living Labs initiatives, examines the key practices that need to be in place for the maturation of the concept and gives examples on how those are currently being deployed. The paper concludes with a section dedicated to identifying areas in which future research is required. | Living labs, public-private partnerships, innovation, user centered, services, technology | https://www.researchgate.net/publication/228367848_State-of-the-art_and_good_practice_in_the_field_of_living_labs |
| Public Service Value Co-Creation | Haque, M.S. | Limits of citizen’s charter in India: the critical impacts of social exclusion | Public Management Review | 2005 | In line with the current neoliberal public sector reforms, there has recently emerged the so-called Citizen's Charter in many developed and developing nations. In most cases, this Citizen's Charter aims to ensure the delivery of services based on quality, promptness, transparency and customer choice realized through the display of information related to services expected, their quality standards, feedback options and complaint and redress mechanisms. In the case of India, although this Citizen's Charter may benefit affluent customers, it is less likely to ensure access to services for the majority who suffer from various forms of social exclusion based on class, caste and gender. This article explores how such social exclusion may render the Charter ineffective for the less privileged citizens. It concludes by stressing the need for appropriate initiatives to overcome such social exclusion as a precondition for the success of the Citizen's Charter in India. | citizen's charter, implications, india, public management, social exclusion | https://www.tandfonline.com/doi/abs/10.1080/14719030500180971 |
| Public Service Value Co-Creation | Koch P., Cunningham P., Schwabsky N. and Hauknes J. | Innovation in the Public sector. Summary and policy recommendations. | Oslo: Publin Report n° D24. | 2005 | In order to learn and innovate, the actors must interact with others, these being people, organisations or various sources of information. Their ability to innovate is dependent on their ability to find such relevant competences, understand them and make use of them. The better the actors are at developing networks that can help them get access to relevant competences and partners, the greater are the chances that their innovation processes will succeed. This means that an innovation policy for the public sector must also be a learning policy for the public sector. Publin has mapped different types of barriers and drivers for innovation, i.e. social phenomena that hinder or encourage innovation activities in such institutions. The report includes policy recommendatios. | public sector, public organizations, innovation, drivers, policy | https://nifu.brage.unit.no/nifu-xmlui/bitstream/handle/11250/226575/d24-summary-final.pdf?sequence=1 |
| Public Service Value Co-Creation | Simmons and Birchall | A joined-up approach to user participation in public services: strengthening the 'participation chain' | Social Policy and Administration | 2005 | Participation has emerged as a key theme for social policy and administration in the UK. Public service providers are often keen to consult users, and users themselves want to make their voices heard. Despite this, however, there is a perennial problem in getting people to participate, and participation is often better supported in principle than in practice. The motivations of key actors are crucial, but are often poorly understood. This article attempts to build a more detailed understanding of the motivations to participate of one key group: service users. Using Mutual Incentives Theory, it shows the extent to which users are motivated by individualistic or collectivistic concerns. These “demand side” factors are then combined with others on the “supply side” in a model we call the “participation chain”. This model provides a systematic framework for understanding what makes public service users participate, and seeks to demonstrate that, while the question of participation requires a combination of answers, it is a combination that can be predicted, planned for and acted upon. | participation, motivation, social policy, public services | https://www.academia.edu/4141045/A_Joined-up_Approach_to_User_Participation_in_Public_Services_Strengthening_the_Participation_Chain |
| Public Service Value Co-Creation | Skelcher, C., Mathur, N. and Smith, M. | The public governance of collaborative spaces: discourse, design and democracy | Public Administration | 2005 | This article investigates the relationship between democratic practices and the design of institutions operating in collaborative spaces, those policy and spatial domains where multiple public, private and non‐profit actors join together to shape, make and implement public policy. Partnerships are organizational manifestations of institutional design for collaboration. They offer flexibility and stakeholder engagement, but are loosely coupled to representative democratic systems. A multi‐method research strategy examines the impact of discourses of managerialism, consociationalism and participation on the design of partnerships in two UK localities. Analysing objective measures of democratic performance in partnerships and interpreting the discursive transition from earlier practices in representative democratic institutions we find that institutional designs for collaboration reflect different settlements between discourses, captured in the distinction between club, agency and polity‐forming partnership types. The results show how the governance of collaborative spaces is mediated through a dominant set of discursively defined institutional practices. | collaboration, institutional set-up, engagement, governance | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.0033-3298.2005.00463.x |
| Public Service Value Co-Creation | Sorensen, E. and Torfing, J. | Network governance and post-liberal democracy | Administrative Theory and Praxis | 2005 | Governance networks are here to stay. They have become a necessary ingredient in the production of efficient public governance in our complex, fragmented and multi-layered societies. The big question has become the extent to which governance networks also contribute to democratic decision-making. Governance networks that take active part in determining the content of public policy making have traditionally been regarded as a threat to democracy on the grounds that they undermine the sovereign position of elected politicians and the autonomy of civil society; however, the liberal democratic model of parliamentary democracy no longer provides an adequate understanding of what democracy is and how it can be properly institutionalized. Fortunately, we witness the emergence of a new post-liberal theory of democracy that expands and redefines the concept of democracy in a way that facilitates the envisioning of both the positive and negative implications of the new forms of interactive network governance. | governance networks, democracy, decision-making, institutional set-up | https://www.tandfonline.com/doi/abs/10.1080/10841806.2005.11029489 |
| Public Service Value Co-Creation | Boxelaar, L., Paine, M. and Beilin, R. | Community engagement and public administration: of silos, overlays and technologies of government | Australian Journal of Public Administration | 2006 | The public policy process in Australia is changing towards a more interactive, collaborative model, where governments seek to develop partnerships with civil society and private sector organisations to manage complex policy challenges. This article discusses research conducted into a project implemented by a Victorian government department that sought to involve stakeholders in addressing natural resource management issues in the agricultural sector. The research revealed that public administration practices associated with the new public management approach impeded the ability of the project to facilitate participation by diverse stakeholders in the decision‐making process. The article challenges the view that the discourse of collaboration and community engagement takes public administration down a constructivist path and suggests that agencies need to become reflexive about the way in which public administration practices are constitutive of the community engagement process if they are to facilitate genuine participation of other stakeholders. | public policy, collaboration, community engagement | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-8500.2006.00476.x |
| Public Service Value Co-Creation | Brandsen, T. and Pestoff, V. | Co-production, the third sector and the delivery of public services | Public Management Review | 2006 | In recent years, public management research has paid increasing attention to the third sector, especially to its role in the provision of public services. Evidence of this is the rising number of publications on the topic, as well as a growing number of sessions and papers on the topic in academic conferences of the EGPA and IRSPM. However, much of the discussion on its role is motivated at least as much by ideology as by fact. We still lack a comprehensive empirical understanding of what happens when the third sector is drawn into public service provision. In this collection on Co-Production: The Third Sector and the Delivery of Public Services, we will try to enhance this understanding by presenting several new studies on the subject. We also introduce the concepts of co-production, co-management and co-governance as a conceptual framework that enables us to better understand such developments. | co-production, third sector, nonprofit, public service, welfare state, partnerships | https://www.tandfonline.com/doi/abs/10.1080/14719030601022874 |
| Public Service Value Co-Creation | Cooper, T.L., Bryer, T.A. and Meek, J. W. | Citizen-centered collaborative public management | Public Administration Review | 2006 | Civic engagement and collaborative public management are concepts that are defined broadly, making theoretical explication challenging and practical application of empirical research difficult. In this article, the authors adopt definitions of civic engagement and collaborative public management that are centered on the citizen and the potential for active citizenship. Following a historical review of civic engagement in the United States, a conceptual model of five approaches to civic engagement is offered. Citizen‐centered collaborative public management is enhanced through these approaches. The authors suggest the need for further empirical research on collaborative public management that is grounded in citizenship action. | public management, citizen engagement, citizen-centered conceptual model | https://www.academia.edu/323255/Citizen-Centered_Collaborative_Public_Management |
| Public Service Value Co-Creation | Fischer, F. | Participatory governance as deliberative empowerment: the cultural politics of discursive space | The American Review of Public Administration | 2006 | This article argues that there is a need to enrich the theory of citizen participation and the design of deliberation practices through greater attention to the cultural politics of deliberative space. The article focuses on the ways the social valorization of political space influences basic discursive processes such as who speaks, how knowledge is constituted, what can be said, and who decides. From this perspective, decentralized design principles are necessary but insufficient requirements for deliberative empowerment. The point is illustrated through an analysis of the Science for the People movement in Kerala, India, a prominent example of deliberative empowerment. The discussion shows how the movement employed cultural and pedagogical strategies to facilitate an empowered participation of local citizens in the deliberative planning process. These experiences demonstrate the importance of a deeper understanding of cultural meaning and political identity in the theory of democratic deliberation and the practice of participatory governance. | citizen participation, deliberation, culture, social space, decentralized governance, local knowledge | https://journals.sagepub.com/doi/10.1177/0275074005282582 |
| Public Service Value Co-Creation | Goodsell, C. T. | A new vision for Public Administration | Public Administration Review | 2006 | Employing the metaphor of human sight, this essay advances a new vision for public administration. It is a departure from past visions in that it asks us to "see" the field from its own viewpoint rather than that of others. First, three common perspectives on public administration are critiqued as possessing a vision of the field that is not in accord with its core contributions to the democratic republic. Second, a new vision is advanced comprising three elements: a concept of government-based yet nongovernmental governance in which the contributions of administration are fully accounted for; a trajectory image of the administrative agency propelled by a strong sense of mission; and the notion that administration's highest purpose is to build the public trust that makes democracy possible. | public administration, democracy, governance, public trust | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1540-6210.2006.00622.x |
| Public Service Value Co-Creation | Johns, G. | The essential impact of context on organizational behavior. | Academy of Management Review | 2006 | I argue that the impact of context on organizational behavior is not sufficiently recognized or appreciated by researchers. I define context as situational opportunities and constraints that affect the occurrence and meaning of organizational behavior as well as functional relationships between variables, and I propose two levels of analysis for thinking about context–one grounded in journalistic practice and the other in classic social psychology. Several means of contextualizing research are considered. | organizations, behavior, context, research, journalism, psychology | https://journals.aom.org/doi/abs/10.5465/amr.2006.20208687 |
| Public Service Value Co-Creation | Lusch R., Vargo S. | Service-Dominant Logic: reactions, reflections and refinements | Marketing Theory | 2006 | As one of its own foundational premises implies, the value of service-dominant (S-D) logic is necessarily in its open, collaborative effort. Thus, the authors invite and welcome both elaborative and critical viewpoints. Five recurring, contentious issues among collaborating scholars, as they attempt to understand the full nature and scope of S-D logic, are identified. These issues are clarified and refined, as is appropriate to this co-creation of a service-centric philosophy by the worldwide marketing community. | marketing theory, relationship marketing, resource integration, resource theory, service-dominant logic, S-D logic, service marketing | https://journals.sagepub.com/doi/abs/10.1177/1470593106066781 |
| Public Service Value Co-Creation | Pestoff V., Osborne S.P. and Brandsen T. | Patterns of co-production in public services: Some concluding thoughts | Public Management Review | 2006 | Research on the roles of the third sector in the delivery of public services has so far been scattered. However, there is much to learn from drawing the different manifestations of third-sector involvement together, as each represents an element of the third sector within the public services, expressed in different ways. An interesting question for research and practice is how different combinations of such elements are and should be embedded, given the variations in national structures of service provision. The studies presented in this collection have offered a stepping-stone in progressing towards an answer. Here we offer some suggestions for a future research agenda. These concern, respectively, the relationships between different roles of the third sector, links with the analysis of welfare state reform and the function of co-production. | co-production, nonprofit, partnerships, public services, third sector, welfare state | https://www.tandfonline.com/doi/abs/10.1080/14719030601022999 |
| Public Service Value Co-Creation | Pestoff, V. | Citizens and co-production of welfare services | Public Management Review | 2006 | A growing number of scholars question the sustainability of liberal representative democracy and a welfare state dominated by the big organizations in both the public and private sectors. The state is over extended and democracy is stretched to its limits. Walzer proposes to democratize the means of distributing welfare services by greater citizen involvement, while Hirst calls for devolving many of the functions of the state to civil society. However, missing from such macro proposals is a micro perspective of citizens co-producers. The first part of this presentation introduces the concept of co-production, with a focus on greater citizen participation in the provision of public services. A review of the literature demonstrates several advantages of co-production, but also some major hurdles. The second part ties the concept of co-production to a discussion of parents' participation in the provision of childcare services in Europe. Finally, the importance of co-production for promoting the development and renewal of democracy and the welfare state is discussed. | childcare, citizens, co-production, parents, participatory democracy, welfare services | https://www.tandfonline.com/doi/abs/10.1080/14719030601022882 |
| Public Service Value Co-Creation | Agranoff R. | Managing within Networks: Adding Value to Public Organizations | Washington, DC: Georgetown University Press. | 2007 | The real work of many governments is done not in stately domed capitols but by a network of federal and state officials working with local governments and nongovernmental organizations to address issues that cross governmental boundaries. Managing within Networks analyzes the structure, operations, and achievements of these public management networks that are trying to solve intractable problems at the field level. It examines such areas as transportation, economic and rural development, communications systems and data management, water conservation, wastewater management, watershed conservation, and services for persons with developmental disabilities. Robert Agranoff draws a number of innovative conclusions about what these networks do and how they do it from data compiled on fourteen public management networks in Indiana, Iowa, Kentucky, Nebraska, and Ohio. Agranoff identifies four different types of networks based on their purposes and observes the differences between network management and traditional management structures and leadership. He notes how knowledge is managed and value added within intergovernmental networks. This volume is useful for students, scholars, and practitioners of public management. | public management networks, public services | https://www.amazon.com/Managing-within-Networks-Organizations-Management/dp/1589011546 |
| Public Service Value Co-Creation | Ansell C. and Gash A. | Collaborative governance in theory and practice | Journal of Public Administration Research and Theory | 2007 | Over the past few decades, a new form of governance has emerged to replace adversarial and managerial modes of policy making and implementation. Collaborative governance, as it has come to be known, brings public and private stakeholders together in collective forums with public agencies to engage in consensus-oriented decision making. In this article, we conduct a meta-analytical study of the existing literature on collaborative governance with the goal of elaborating a contingency model of collaborative governance. After reviewing 137 cases of collaborative governance across a range of policy sectors, we identify critical variables that will influence whether or not this mode of governance will produce successful collaboration. These variables include the prior history of conflict or cooperation, the incentives for stakeholders to participate, power and resources imbalances, leadership, and institutional design. We also identify a series of factors that are crucial within the collaborative process itself. These factors include face-to-face dialogue, trust building, and the development of commitment and shared understanding. We found that a virtuous cycle of collaboration tends to develop when collaborative forums focus on “small wins” that deepen trust, commitment, and shared understanding. The article concludes with a discussion of the implications of our contingency model for practitioners and for future research on collaborative governance. | collaborative governance, public-private stakeholders, meta analysis | http://marphli.pbworks.com/w/file/fetch/55667103/Collaborative_governance_theory.pdf |
| Public Service Value Co-Creation | Ansell C. and Gash A. | Collaborative governance in theory and practice | Journal of Public Administration Research and Theory | 2007 | Over the past few decades, a new form of governance has emerged to replace adversarial and managerial modes of policy making and implementation. Collaborative governance, as it has come to be known, brings public and private stakeholders together in collective forums with public agencies to engage in consensus-oriented decision making. In this article, we conduct a meta-analytical study of the existing literature on collaborative governance with the goal of elaborating a contingency model of collaborative governance. After reviewing 137 cases of collaborative governance across a range of policy sectors, we identify critical variables that will influence whether or not this mode of governance will produce successful collaboration. These variables include the prior history of conflict or cooperation, the incentives for stakeholders to participate, power and resources imbalances, leadership, and institutional design. We also identify a series of factors that are crucial within the collaborative process itself. These factors include face-to-face dialogue, trust building, and the development of commitment and shared understanding. We found that a virtuous cycle of collaboration tends to develop when collaborative forums focus on “small wins” that deepen trust, commitment, and shared understanding. The article concludes with a discussion of the implications of our contingency model for practitioners and for future research on collaborative governance. | collaborative governance, public-private stakeholders, meta analysis | https://academic.oup.com/jpart/article-abstract/18/4/543/1090370 |
| Public Service Value Co-Creation | Keast R., Brown K. and Mandell M. | Getting the right mix; unpacking integration meanings and strategies | International Public Management Journal | 2007 | Integration has emerged as having an increasingly significant role in public policy discourse and practice in many jurisdictions across the globe. In providing a different framework for establishing relationships between service providers and citizens and government, horizontal integration arrangements offer the prospect of delivering new ways of working and providing solutions to seemingly insolvable social problems. Ways of achieving horizontal integration have been variously described by linkage terms such as cooperation, coordination, and collaboration. These terms have been typically used interchangeably to describe the coming together of individuals to work in concerted effort to achieve common goals.We argue that each of these terms, expressed as the “3Cs,” are different and consequently achieve different objectives. This paper explores the use of the “3Cs” and examines the differences highlighted by practitioners in the human services arena to extend the understanding of constructs relating to integration mechanisms. It is contended that in focusing on the experiences of integration and unpacking the use and expectations of the related “3Cs,” public administrators and practitioners will gain an enhanced understanding of each of the processes of integration as a coherent framework. As a consequence, there will be improved ability to match appropriate integration mechanisms with contexts and strategies. | integration, 3 Cs, public services | https://www.tandfonline.com/doi/abs/10.1080/10967490601185716 |
| Public Service Value Co-Creation | Newman, J. | The ‘double dynamics’ of activation: institutions, citizens and the remaking of welfare governance | International Journal of Sociology and Social Policy | 2007 | Purpose – This paper aims to explore activation policy as a condensate for new forms of governance in respect of welfare institutions and in relation to welfare subjects. It asks how far apparently similar concepts – contractualisation, individuation, personalisation – can be applied to the governance of institutions and the governance of persons. Design/methodology/approach – The paper draws on a model of different governance regimes to trace different dynamics at stake in the shift to activation policy. Findings – Tensions in the dynamics of the transformation of welfare governance around notions of activation are highlighted. It is also argued that different reconfigurations of power are at stake in the governance of institutions and the governance of persons. Finally tensions between notions of active, activist and activation conceptions of citizenship are traced. Research limitations/implications – The paper challenges a govermentality perspective in which managerial discourses are assumed to have similar consequences for institutions and for persons, so drawing attention to the importance of context. Practical implications – Limited value Originality/value – This paper makes an original contribution to the field by tracing a number of different dynamics at stake in activation policy rather than assuming a coherent shift from earlier forms of welfare regime. | activation policy, transformation, power | https://www.researchgate.net/publication/42798878_The_'double_dynamics'_of_activation_Institutions_citizens_and_the_remaking_of_welfare_governance |
| Public Service Value Co-Creation | Phlippen S. van der Knaap B. | When clusters become networks | Tinbergen Institute Discussion Papers, n°TI 2007-100/3. | 2007 | Policy makers spend large amounts of public resources on the foundation of science parks and other forms of geographically clustered business activities, in order to stimulate regional innovation. Underlying the relation between clusters and innovation is the assumption that co-located firms engaged in innovative activities benefit from knowledge that diffuses locally. In order to access this knowledge, firms are often required to form more- or less formal relations with co-located firms. Empirical evidence shows however that besides some success cases like Silicon Valley and the Emilia-Romagna region where firms collaborate intensively, many regional clusters are mere co-locations of firms. To enhance our understanding of why some clusters become networks of strategic collaboration and others don't, we study link formation within European biopharmaceutical clusters. More specifically we look at the effect of cluster characteristics such as number of start-up firms, established firms or academic institutions, or the nature of the collaborations on the probability of local link formation. | regional clusters, networks, local & global linkages, pharmaceutical industry | https://papers.ssrn.com/sol3/papers.cfm?abstract_id=1082689 |
| Public Service Value Co-Creation | Askim, J. and Sandkjaer Hanssen, G. | Councillors’ receipt and use of citizen input: experience from Norwegian local government | Public Administration | 2008 | The article expands citizen participation research by tackling participation from the viewpoint of elected officials – the recipients of citizen input. The article studies the role citizen input plays in elected officials’ decision making. Citizen input is defined as information elected officials obtain through direct contact with citizens and representatives of local associations. Using survey data from Norwegian local government, the article assesses how much citizen input councillors receive, and to what extent they use it to set local agendas. It is demonstrated that Norwegian councillors have a high degree of exposure to citizen input and that citizen input constitutes most councillors’ primary source of agenda‐setting inspiration. The article also examines differences in the extent to which councillors use citizen input, and draws on existing theoretical and empirical research to discuss how these differences can be explained. For example, findings that local government frontbenchers and highly educated councillors consider citizen input less useful than others do are explained by an analytical perspective emphasizing councillors’ varied needs for such information. | citizen participation, input, local government | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.2008.00722.x |
| Public Service Value Co-Creation | Coursey D. and Norris D. F. | Models of E-government: Are they correct? An empirical assessment. | Public Administration Review | 2008 | Research into e‐government is relatively new. Nevertheless, much contemporary thinking and writing about e‐government is driven by normative models that appeared less than a decade ago. The authors present empirical evidence from three surveys of local e‐government in the United States to test whether these models are accurate or useful for understanding the actual development of e‐government. They find that local e‐government is mainly informational, with a few transactions but virtually no indication of the high‐level functions predicted in the models. Thus, the models do not accurately describe or predict the development of e‐government, at least among American local governments. These models, though intellectually interesting, are purely speculative, having been developed without linkage to the literature about information technology and government. The authors offer grounded observations about e‐government that will useful to scholars and practitioners alike. | e-government, local government, survey, United States | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1540-6210.2008.00888.x |
| Public Service Value Co-Creation | Evenson, S. | A Designer’s View of SSME | In B. Hefley & W. Murphy (Eds.), Service Science, Management and Engineering: Education for the 21st Century (pp. 25–30). New York: Springer. | 2008 | A designer's view of the interplay, challenges and opportunities for innovation and research across disciplines is presented. A case is made for the inclusion of design as a discipline that can forge and leverage the required lateral linkages across multiple communities. Examples of some of the opportunities and challenges that arise at the intersection of the disciplines are described. | Service Innovation Multiple Community Business Ecosystem Market Science Institute Service Design Network | https://link.springer.com/chapter/10.1007/978-0-387-76578-5_4 |
| Public Service Value Co-Creation | Følstad, A. | Living labs for innovation and development of information and communication technology: a literature review | Electronic Journal of Virtual Organisations | 2008 | Living Labs are environments for involving users in innovation and development, and are regarded as a way of meeting the innovation challenges faced by information and communication technology (ICT) service providers. Living Labs have thus generated a great deal of interest in the field of ICT in the course of the last few years. However, the current body of Living Lab research literature indicates a lack of common understanding of how Living Labs can be used for ICT innovation and development. Moreover, there appears to be little agreement regarding needed future research. In order to establish a basis for future work on Living Labs, a review of the Living Lab literature related to ICT innovation and development has been carried out. Literature searches were made in four academic archives, as well as the ISI Web of Knowledge, Google and Google Scholar. Thirty-two relevant academic papers were retrieved. An overview of the literature was established and the literature was analyzed with regard to (1) common and diverging perspectives on Living Labs, (2) the state-of-the-art of Living Lab processes and methods, and (3) theoretical foundations of Living Labs. On the basis of the analyses, a common Living Lab definition is suggested. Two emerging Living Lab trends, as well as a pressing need for future research on Living Lab processes and methods, are introduced and discussed. | Living labs, innovation, ICTs, literature review | https://www.researchgate.net/publication/272566802_LIVING_LABS_FOR_INNOVATION_AND_DEVELOPMENT_OF_INFORMATION_AND_COMMUNICATION_TECHNOLOGY_A_LITERATURE_REVIEW |
| Public Service Value Co-Creation | Pestoff V.and Brandsen T. | Co-production. The third sector and the delivery of public services | Routledge, London, New York | 2008 | Public management research has in recent years paid increasing attention to the third sector, especially to its role in the provision of public services. Evidence of this is the rising number of publications on the topic, as well as a growing number of sessions and papers on the topic in academic conferences of the EGPA and IRSPM. However, much of the discussion on its role is motivated at least as much by ideology as by fact. We still lack a proper empirical understanding of what happens when the third sector is drawn into public service provision. In this thematic presentation of Co-Production: The Third Sector and the Delivery of Public Services, we will try to enhance this understanding by presenting several new studies on the subject. We also introduce the concepts of co-production, co-management and co-governance as a conceptual framework that enables us to better understand such developments. | public management, public services, empirical evidence, third sector, co-production | https://www.amazon.co.uk/Co-production-Sector-Delivery-Public-Services/dp/0415439639 |
| Public Service Value Co-Creation | Sanders, E. B. N., & Stappers, P. J. | Co-creation and the new landscapes of design | CoDesign: International Journal of CoCreation in Design and the Arts | 2008 | Designers have been moving increasingly closer to the future users of what they design and the next new thing in the changing landscape of design research has become co-designing with your users. But co-designing is actually not new at all, having taken distinctly different paths in the US and in Europe. The evolution in design research from a user-centred approach to co-designing is changing the roles of the designer, the researcher and the person formerly known as the ‘user’. The implications of this shift for the education of designers and researchers are enormous. The evolution in design research from a user-centred approach to co-designing is changing the landscape of design practice as well, creating new domains of collective creativity. It is hoped that this evolution will support a transformation toward more sustainable ways of living in the future. | participatory design, design research, co-design, co-creation, collective creativity, user-centred design | https://www.tandfonline.com/doi/full/10.1080/15710880701875068 |
| Public Service Value Co-Creation | Bogner A., Littig B. and Menz W. | Introduction: Expert interviews—An introductionto a new methodological debate. | In 'Interviewing experts'; London: Palgrave Macmillan UK. | 2009 | Before we go any further, we would like to begin by providing the reader with a step-by-step introduction to the methodological debate surrounding expert interviews. In doing so, we will start with a brief discussion of the generally accepted advantages and risks of expert interviews in research practice (1). We will follow this by outlining current trends in the sociological debate regarding experts and expertise, since expert interviews are — at least on the surface — defined by their object, namely the expert (2). We will then conclude with a look at the current methodological debate regarding expert interviews, an overview of the layout and structure of this book, as well as summaries of the 12 articles it contains (3). | expert knowledge, expert interview, methodological debate, data gathering, process, actual research design | https://link.springer.com/chapter/10.1057/9780230244276_1 |
| Public Service Value Co-Creation | Diefenbach, T. | New public management in public sector organizations: The dark sides of managerialistic ‘enlightenment. | Public Administration | 2009 | For many years the proponents of New Public Management (NPM) have promised to improve public services by making public sector organizations much more ‘business‐like’. There have been many investigations and empirical studies about the nature of NPM as well as its impact on organizations. However, most of these studies concentrate only on some elements of NPM and provide interesting, but often anecdotal, evidence and insights. Perhaps exactly because of the large amount of extremely revealing and telling empirical studies, there is, therefore, a lack of a systematic identification and understanding of the nature of NPM and its overall relevance. This paper contributes to a systematic identification and understanding of the concept of NPM as well as its multi‐dimensional impact on public sector organizations. First, the paper aims at (re‐) constructing a comprehensive taxonomy of NPM's main assumptions and core elements. Secondly, the paper tries to provide a more comprehensive and meta‐analytical analysis of primarily the negative consequences of NPM‐strategies for public sector organizations as well as the people working in them. | New Public Management, impact | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.2009.01766.x |
| Public Service Value Co-Creation | Gains, F. and Stoker, G. | Delivering ‘public value’: implications for accountability and legitimacy | Parliamentary Affairs | 2009 | The possibility that public servants can act to create ‘public value’ offers a popular and potentially liberating normative code for the activity of public managers. The adoption of the concept however implies a changed understanding of legitimacy and accountability for policy actions. It is argued this new ‘public service contract’ is likely to be easier to adopt in local settings than in the core executive although in neither case is the adoption of new modes of working between politicians, officials and citizens unproblematic. Old codes and informal ways of thinking provide an awkward backcloth for the adoption of public value as a guideline for public management | public value, public management, norm code, local vs core executive government | https://researchprofiles.canberra.edu.au/en/publications/delivering-public-value-implications-for-accountability-and-legit |
| Public Service Value Co-Creation | Holmlid, S. | Interaction design and service design: Expanding a comparison of design disciplines | Nordic Research Design | 2009 | While product design and interaction design are establishing themselves as ordinary practices, service design is still largely not well understood. Moreover, interactive artefacts are being introduced into service settings in a larger degree than before. We tend to rely on these artefacts as one, or sometimes the sole, possibility to do banking, to declare our taxes, etc. In this article we seek to identify common ground and differentiation in order to create supportive structures between interaction design and service design. The analysis relies on two frameworks, one provided by Buchanan, defining orders of design, and one provided by Edeholt and Löwgren, providing a comparative framework between design disciplines. The framework of Edeholt & Löwgren is amended through the comparison, to include service design. Comparative dimensions added pertains to all areas of Edeholt & Löwgren’s framework; Design process, design material and deliverable. | interaction design, service design, comparative dimensions | https://archive.nordes.org/index.php/n13/article/view/157/140 |
| Public Service Value Co-Creation | Kluvers, R. and Pillay, S. | Participation in the budgetary process in local government | Australian Journal of Public Administration | 2009 | Direct democracy is seen as a means of reengaging citizens in the political process. However, it is a contested concept that requires further development by being grounded in a specific context. This article reports on research undertaken in Victorian local government where the New Public Management (NPM) has been in evidence for a number of decades which according to the literature has impacted on accountability to the broader community. The possibility of consultation and citizen participation in the local government budgetary process was examined. The results reported suggest that participation in the budgetary decisions in local government is possible. | participation, New Public Management, local government | https://www.researchgate.net/publication/229648346_Participation_in_the_Budgetary_Process_in_Local_Government |
| Public Service Value Co-Creation | O’Leary R. and Bingham L.B. (eds) | The Collaborative Public Manager | Washington, DC: Georgetown University Press. | 2009 | Today's public managers not only have to function as leaders within their agencies, they must also establish and coordinate multi-organizational networks of other public agencies, private contractors, and the public. This important transformation has been the subject of an explosion of research in recent years. The Collaborative Public Manager brings together original contributions by some of today's top public management and public policy scholars who address cutting-edge issues that affect government managers worldwide. State-of-the-art empirical research reveals why and how public managers collaborate and how they motivate others to do the same. Examining tough issues such as organizational design and performance, resource sharing, and contracting, the contributors draw lessons from real-life situations as they provide tools to meet the challenges of managing conflict within interorganizational, interpersonal networks. This book pushes scholars, students, and professionals to rethink what they know about collaborative public management―and to strive harder to achieve its full potential. | public management, networks, collaboration, design, organizations | https://www.amazon.com/Collaborative-Public-Manager-Twenty-First-Management/dp/1589012232 |
| Public Service Value Co-Creation | Pestoff V. | Towards a paradigm of democratic participation: Citizen Participation and Co-Production of Personal Social Services in Sweden | Annals of Public and Cooperative Economics | 2009 | Many countries in Europe are now searching for new ways to engage citizens and involve the third sector in the provision and governance of social services in order to meet major demographical, political and economic challenges facing the welfare state in the 21st Century. Co‐production provides a model for the mix of both public service agents and citizens who contribute to the provision of a public service. Citizen participation involves several different dimensions: economic, social, political and service specific. The extent of citizen participation varies between different providers of welfare services, as too does user and staff influence. Empirical materials from a recent study of childcare in Sweden will be used to illustrate these points. However, the role of citizens and the third sector also varies between countries and social sectors. Third sector providers facilitate citizen participation, while a glass ceiling for participation exists in municipal and for‐profit providers. Moreover, co‐production takes place in a political context, and can be crowded‐in or crowded‐out by public policy. These findings can contribute to the development of a new paradigm of participative democracy. | engagement, social services, co-production, citizen participation, third sector | https://onlinelibrary.wiley.com/doi/full/10.1111/j.1467-8292.2009.00384.x |
| Public Service Value Co-Creation | Rhodes, R.A.W. and Wanna, J. | Bringing the politics back in: public value in Westminster Parliamentary Government | Public Administration | 2009 | We challenge the usefulness of the ‘public value’ approach in Westminster systems with their dominant hierarchies of control, strong roles for ministers, and tight authorizing regimes underpinned by disciplined two‐party systems. We identify two key confusions: about public value as theory, and in defining who are ‘public managers’. We identify five linked core assumptions in public value: the benign view of large‐scale organizations; the primacy of management; the relevance of private sector experience; the downgrading of party politics; and public servants as platonic guardians. We identify two key dilemmas around the ‘primacy of party politics’ and the notion that public managers should play the role of platonic guardians deciding the public interest. We illustrate our argument with short case studies of: the David Kelly story from the UK; the ‘children overboard’ scandal in Australia; the ‘mad cow disease’ outbreak in the UK; the Yorkshire health authority's ‘tea‐parties’, and the Cave Creek disaster in New Zealand | public value, public managers, public servants, political leadership | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.2009.01763.x |
| Public Service Value Co-Creation | Talbot, C. | Public Value – the next 'big thing' in Public Management? | International Journal of Public Administration | 2009 | Are we about to enter a new era of public management? There are good reasons to think that this may be the case. This special issue of the InternationalJournal of Public Administration on “Public Value” was commissioned wellbefore the current global financial and economic crisis struck, but these eventsmay make the debate in these pages all the more salient. Public Value may,just possibly and as a result of the current tumultuous events, turn out to be thenext “Big Thing” in public management a lot faster than any thought possible. | public management, public value | https://tandfonline.com/doi/abs/10.1080/01900690902772059?src=recsys&journalCode=lpad20 |
| Public Service Value Co-Creation | Kennett, P. | Global perspectives on governance | In 'The New Public Governance?', Routledge: Oxon. | 2010 | The concepts of globalization and governance are firmly established within public policy debates. However, the dynamics, nature and implications of the relationship between globalization and governance are fiercely contested. This chapter will begin by examining various definitions of the concepts and the linkages between them. It will then go on to consider the spaces and practices of governance under the condition of globalization. It will focus particularly on the emergence of the institutional structures of global governance, the key actors, dynamics and practices of public governance. The remainder of the chapter will consider whether new forms and layers of decision-making and participation herald the arrival of a new multi-layered public governance. | multi-layered governance, globalization, institutional set-up | https://www.taylorfrancis.com/books/e/9780203861684/chapters/10.4324/9780203861684-9 |
| Public Service Value Co-Creation | Moynihan, D. P. | From performance management to democratic performance governance | In 'The Future of Public Administration Around the World', Georgetown University Press: Washington | 2010 | A once-in-a-generation event held every twenty years, the Minnowbrook conference brings together the top scholars in public administration and public management to reflect on the state of the field and its future. This unique volume brings together a group of distinguished authors—both seasoned and new—for a rare critical examination of the field of public administration yesterday, today, and tomorrow. The book begins by examining the ideas of previous Minnowbrook conferences, such as relevance and change, which are reflective of the 1960s and 1980s. It then moves beyond old Minnowbrook concepts to focus on public administration challenges of the future: globalism, twenty-first century collaborative governance, the role of information technology in governance, deliberative democracy and public participation, the organization of the future, and teaching the next generation of leaders. The book ends by coming full circle to examine the current challenge of remaining relevant. There is no other book like this—nor is there ever likely to be another—in print. Simply put, the ideas, concepts, and spirit of Minnowbrook are one-of-a-kind. This book captures the soul of public administration past, present, and future, and is a must-read for anyone serious about the theory and practice of public administration. | public administration, public management, Minnowbrook, governance, future challenges | https://books.google.com.mx/books?hl=es&lr=&id=kTdK6SUAd8QC&oi=fnd&pg=PA21&dq=%E2%80%98From+performance+management+to+democratic+performance+governance%E2%80%99&ots=vvzsmh11vg&sig=IXgpDYMOWxMGRs8HJwH6bQIKkD8#v=onepage&q=%E2%80%98From%20performance%20management%20to%20democratic%20performance%20governance%E2%80%99&f=false |
| Public Service Value Co-Creation | Nabatchi, T. | Why public administration should take deliberative democracy seriously | In 'The Future of Public Administration Around the World', Georgetown University Press: Washington | 2010 | A once-in-a-generation event held every twenty years, the Minnowbrook conference brings together the top scholars in public administration and public management to reflect on the state of the field and its future. This unique volume brings together a group of distinguished authors—both seasoned and new—for a rare critical examination of the field of public administration yesterday, today, and tomorrow. The book begins by examining the ideas of previous Minnowbrook conferences, such as relevance and change, which are reflective of the 1960s and 1980s. It then moves beyond old Minnowbrook concepts to focus on public administration challenges of the future: globalism, twenty-first century collaborative governance, the role of information technology in governance, deliberative democracy and public participation, the organization of the future, and teaching the next generation of leaders. The book ends by coming full circle to examine the current challenge of remaining relevant. There is no other book like this—nor is there ever likely to be another—in print. Simply put, the ideas, concepts, and spirit of Minnowbrook are one-of-a-kind. This book captures the soul of public administration past, present, and future, and is a must-read for anyone serious about the theory and practice of public administration. | public administration, public management, Minnowbrook, governance, future challenges | https://books.google.com.mx/books?hl=es&lr=&id=kTdK6SUAd8QC&oi=fnd&pg=PA21&dq=%E2%80%98From+performance+management+to+democratic+performance+governance%E2%80%99&ots=vvzsmh11vg&sig=IXgpDYMOWxMGRs8HJwH6bQIKkD8#v=onepage&q=%E2%80%98From%20performance%20management%20to%20democratic%20performance%20governance%E2%80%99&f=false |
| Public Service Value Co-Creation | Potts J. and Kastelle T. | Public sector innovation research: what’s next? | Innovation: Management, Policy and Practice | 2010 | This paper introduces the analytic context of public sector innovation studies along with an overview of the nine papers in this volume. But it also seeks to advance a new research agenda in public sector innovation studies from the economic perspective of the incentives to innovation in the public sector. This argues for a practical model of public sector innovation that is less about imitation of the market sector or other public sector best practice and more cognizant of the scientific method of randomised controlled experiments. | innovation, public sector, market sector, research agenda, scientific method, randomised control experiments | https://www.tandfonline.com/doi/abs/10.5172/impp.12.2.122 |
| Public Service Value Co-Creation | Powell, M., Greener, I., Szmigin, I, Doheny, S. and Mills, N. | Broadening the focus of public service consumerism | Public Management Review | 2010 | The figure of the consumer has been central to the UK New Labour government's approach to reforming public services. However, this article is critical of the narrow debate of the Government and its critics around the consumer as chooser. It aims to broaden the debate by drawing attention to relatively neglected historical, geographical and conceptual material on consumerism in order to present a wider view of the consumer of public services. | choice, consumer, public services, typology | https://www.tandfonline.com/doi/abs/10.1080/14719030903286615 |
| Public Service Value Co-Creation | Schneider, J., Stickdorn, M., Bisset, F., Andrews, K., & Lawrence, A. | This is service design thinking : basics, tools, cases | Amsterdam: BIS Publishers | 2010 | This book outlines a contemporary approach for service innovation. »This is Service Design Thinking.« introduces a new way of thinking to beginners but also serves as a reference for professionals. It explains the approach, its background, process, methods and tools — and connects theory to contemporary case studies. A set of 23 international authors created this interdisciplinary textbook applying exactly the same user-centered and co-creative approach it preaches. | service design, service innovation, theory, case studies, user centered, co-creation | http://thisisservicedesignthinking.com/ |
| Public Service Value Co-Creation | Bacqué, M.-H., & Gauthier, M. | Participation, urbanisme et études urbaines | Participations | 2011 | More than four decades after the publication of the founding article by SR Arntein "A ladder of citizen participation", the authors propose a critical review of research on public participation in urban planning and urban studies in a North American and European context . After delineating the fields of town planning and urban studies, they retrace the way in which participation emerged in this field of practice, in opposition to the model of global rational planning. Particular interest is given to collaborative approaches to planning and urban planning, strongly inspired by communication and deliberative trends, and the debates that accompanied their dissemination. The authors then return to some concrete participatory practices and the analyzes that are made of them, in order to draw up an assessment of current research and the questions they raise. In conclusion, the authors discuss the thesis of the emergence of a post-collaborative period of research and debate on participation, which tends to overcome the traditional opposition between an "idealist" perspective and an "ultra-critical" perspective. Instead, they suggest adopting a "pragmatic" and "empirical" perspective to analyze and compare participatory processes and devices in urban planning. | participation; urban planning; urban studies; collaborative approaches | https://www.cairn-int.info/article-E_PARTI_001_0036--participation-urbanism-and-urban.htm#xd_co_f=ZjU0NDhmNDItYzFiNi00NzFhLWE4M2MtMTM3OTQ2ODg0NjY2~ |
| Public Service Value Co-Creation | Blondiaux, L., & Fourniau, J.-M. | Un bilan des recherches sur la participation du public en démocratie: beaucoup de bruit pour rien? | Participations | 2011 | At first glance, the extensive literature on participation research presents an impression of being very diverse. However, it is possible to derive from this existing knowledge several shared assumptions and a set of salient questions around which a scientific debate can flourish. These eight cross-cutting questions demonstrate how successful this participation research may be at analyzing broader social and political phenomena, thus making participation research possible while still constraining it. This research emphasizes the need for building further connections between areas of research that go beyond disciplinary boundaries and theoretical models, and in so doing, justify the creation of a network and a new journal dedicated to participation research. | Participation; public action; descision; procedures; deliberation; devices; conflict; institution; expertise; professionalization | https://www.cairn-int.info/article-E_PARTI_001_0008--an-overview-of-research-on-public.htm#xd_co_f=ZjU0NDhmNDItYzFiNi00NzFhLWE4M2MtMTM3OTQ2ODg0NjY2~ |
| Public Service Value Co-Creation | Carr, V. L., Sangiorgi, D., Büscher, M., Junginger, S., & Cooper, R. | Integrating evidence-based design and experience-based approaches in healthcare service design. | Health Environments Research and Design Journal, 4(4) | 2011 | Objetive: To investigate the connections between, and respective contributions of, evidence-based and experience-based methods in the redesign of healthcare services. | Evidence-based design, experience-based design, public services, primary care, patient engagement, service design, codesign | https://journals.sagepub.com/doi/abs/10.1177/193758671100400403 |
| Public Service Value Co-Creation | Christensen, T. and Laegreid, P. | Democracy and administrative policy: contrasting elements of New Public Management (NPM) and post- NPM | European Policy Science Review | 2011 | This article presents an analytical platform for discussing and analyzing administrative reforms in terms of democracy. First, we present the democratic theory positions represented by output democracy and input democracy. These two positions are used to classify different types of reform. The second explanatory approach on democracy and reforms is transformative, and it applies a mixture of external features, domestic administrative culture, and polity features to understand variations in the democratic aspects of public sector reforms. Central issues are whether these reforms can be seen as alternatives or whether they complement each other in terms of layering processes. Third, we take a broad overview of New Public Management (NPM) and post-NPM reforms and carry out an in-depth analysis of a new administrative policy report by the Norwegian centre-left government. Finally, we discuss briefly the broader comparative implications of our findings. | public administration, reform, transformation, democracy | https://www.cambridge.org/core/journals/european-political-science-review/article/democracy-and-administrative-policy-contrasting-elements-of-new-public-management-npm-and-postnpm/0F5B81A403DC0C744CC629417FB393B3 |
| Public Service Value Co-Creation | Dougherty, G.W. and Easton, J. | Appointed public volunteer boards: exploring the basics of citizen participation through boards and commissions | American Review of Public Administration | 2011 | Public participation is essential to a functioning democracy, as rule by the people presumes that citizens will take some responsibility for a properly functioning society. This article reports on a 2006 survey of citizen participation in appointed public volunteer boards, a widely used but rarely studied mechanism for citizen involvement in local government administration. The survey, which covered a 10-county area surrounding Pittsburgh, Pennsylvania, revealed that 75% of municipalities use appointed volunteer boards as part of their governance structure. Our findings that management capacity affects board use, that empty seats often go unfilled, that board members usually get no training or orientation, and that few boards reflect the diversity of local communities suggest that this mechanism for citizen involvement must be improved and better understood to benefit local leaders and their communities. | citizen participation, public boards, public commissions | https://journals.sagepub.com/doi/abs/10.1177/0275074010385838 |
| Public Service Value Co-Creation | Faguet, J.P. | Decentralization and governance. | Working paper | 2011 | The most important theoretical argument concerning decentralization is that it can improve governance by making government more accountable and responsive to the governed. Improving governance is also central to the motivations of real-world reformers, who bear risks and costs in the interest of devolution. But the literature has mostly focused instead on policy-relevant outcomes, such as education and health services, public investment, and fiscal deficits. This paper examines how decentralization affects governance, in particular how it might increase political competition, improve public accountability, reduce political instability, and impose incentive-compatible limits on government power, but also threaten fiscal sustainability. | decentralization, governance, local government, political competition, accountability, instability | https://papers.ssrn.com/sol3/papers.cfm?abstract_id=1892149 |
| Public Service Value Co-Creation | Grönroos, C. | Value Co-creation in Service Logic: A Critical Analysis | Marketing theory | 2011 | The underpinning logic of value co-creation in service logic is analysed. It is observed that some of the 10 foundational premises of the so-called service-dominant logic do not fully support an understanding of value creation and co-creation in a way that is meaningful for theoretical development and decision making in business and marketing practice. Without a thorough understanding of the interaction concept, the locus as well as nature and content of value co-creation cannot be identified. Value co-creation easily becomes a concept without substance. Based on the analysis in the present article, it is observed that the unique contribution of a service perspective on business (service logic) is not that customers always are co-creators of value, but rather that under certain circumstances the service provider gets opportunities to co-create value together with its customers. Finally, seven statements included in six of the foundational premises are reformulated accordingly. | marketing, service logic, service-dominant logic, value co-creation, value creation, value facilitation | https://journals.sagepub.com/doi/10.1177/1470593111408177 |
| Public Service Value Co-Creation | Ho, D. K.-l., Ma, J., & Lee, Y. | Empathy @ design research: a phenomenological study on young people experiencing participatory design for social inclusion | CoDesign: International Journal of CoCreation in Design and the Arts | 2011 | This paper presents the results of an experiment in teaching participatory design for social inclusion based on an interdisciplinary effort between sociologists and design researchers to study design participation for social inclusion. Using their experiences from the Design.Lives Lab 2009, the researchers adopted a phenomenological perspective to analyse the extent to which co-design relationships are interrupted by designers' natural attitudes and the possibility of employing the concept of layers of embodied relationship to improve participatory design. It was found that the natural attitudes of designers can lead to an unbalanced relationship between designers and potential users, resulting in a lack of concern for designers' sensitivity to the spatial dimension of the designer-and-user relationship. With the potential impact of designers' natural attitudes in mind, it is suggested that interrelated layers of empathy are practised as a process to provide more opportunities to understand users' experience. These findings offer a different perspective on the form, extent and nature of co-creation. This experience could help to formulate an agenda for developing design education for participatory design and social inclusion. The effort to find suitable methods would help novice designers to develop skills and sensitivities that would eventually enable them to establish a genuine co-creation process in design. | participatory design, inclusive design, empathy, phenomenology, active-design partners | https://www.tandfonline.com/doi/abs/10.1080/15710882.2011.609893 |
| Public Service Value Co-Creation | Horner, L. and Hutton, W. | Public value, deliberative democracy and the role of public managers | In 'Public Value: Theory and Practice', Basingstoke: Palgrave MacMillan | 2011 | This book provides a concise and internationalized restatement of the public value approach, an assessment of its impact to date - in theory and practice - and of its particular relevance to the challenges of public management in a time of crisis and austerity. | public management, public value, challenge | https://www.macmillanexplorers.com/public-value-deliberative-democracy-and-the-role-of-public-manag/14242344 |
| Public Service Value Co-Creation | Jeffares, S and Skelcher, C. | Democratic subjectivities in network governance: a Q methodology study of English and Dutch public managers | Public Administration | 2011 | Network forms of governance enable public managers to exercise considerable agency in shaping the institutions through which government interacts with citizens, civil society organizations and business. These network institutions configure democratic legitimacy and accountability in various ways, but little is known about how managers‐as‐designers think about democracy. This Q methodology study identifies five democratic subjectivities. Pragmatists have little concern for democracy. Realists regard networks as one of a number of arenas in which the politics is played out. Adaptors identify the potential for greater inclusiveness. Progressive Optimists think that network governance will fill the gap between the theory and practice of representative democracy, while Radical Optimists focus on its potential for enabling direct dialogue. Institutional design alone is not sufficient to enhance the democratic possibilities of governance networks. The choice of public manager is also salient. Adaptors or, preferably, Progressive or Radical Optimists should be selected for this role. | public management, democracy, theory vs. practice | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.2010.01888.x |
| Public Service Value Co-Creation | Meijer, A. | Networked coproduction of public services in virtual communities: from a government-centric to a community approach to public service support | Public Administration Review | 2011 | Research on and practical attention for the coproduction of public services is increasing. Coproduction is seen as a way to strengthen the quality and legitimacy of public service and reduce costs. Scholarship on coproduction of public services repeatedly ignores the role of the new media. This is surprising since many proponents highlight its potential for changing traditional, government‐centric approaches to delivering public services. This article shows that digital communities form an important addition to the government‐centric form of public service provision since they foster both an exchange of experiential information and social‐emotional support. | coproduction, public services, governance, digital communities | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1540-6210.2011.02391.x |
| Public Service Value Co-Creation | Randma, T. | A small civil service in transition: The case of Estonia. | Public Administration and Development | 2011 | Although scholars have shown consistent interest in small states in past decades, the Republic of Estonia has not been included in any study of small states owing to its brief history of independent statehood. This article provides an overview of the development of the Estonian civil service, to enable readers to understand the background and scope of reforms in the 1990s. The objective of the study is to test previous findings on small states using empirical research into the Estonian civil service. Interviews with civil servants reveal a few new characteristics attributable to the size of a state such as personalization of units and organizational objectives, and additional sources of organizational instability. However, it is argued that several problems of public administration in developing countries and small states overlap, which creates difficulties in distinguishing between developmental factors and the size of the state as determinants. | Estonian civil service, reform, small states, empirical research | https://onlinelibrary.wiley.com/doi/abs/10.1002/pad.153 |
| Public Service Value Co-Creation | Reddick C.G | Citizen interaction and e-government: Evidence for the managerial, consultative, and participatory models. | Transforming Government: People, Process, and Policy | 2011 | This paper aims to examine citizen interaction with e‐government using three e‐participation models. The two major research questions of this paper are: what is the current level of e‐participation in the USA?; and what factors explain why citizens participate in online government? Survey evidence of citizens in the USA and their use of e‐participation is examined using quantitative methods. Citizens were most likely to use e‐participation for management activities. Citizens were much less likely to use the internet for more advanced consultative and participatory activities. Using regression analysis, factors such as demand by citizens for e‐government, the digital divide, and political factors influenced the level of e‐participation. The results of this study imply that governments should do more to stimulate demand for e‐government, address issues of the digital divide, and provide for more open and transparent government. A limitation of this study is its focus on e‐participation through a survey instrument, which does not consider all possible forms of e‐participation. For e‐participation to blossom, governments should do more to promote citizens' demand for e‐government, bridge the digital divide, and promote more open and transparent government. Existing research on e‐participation has focused on theory building and case studies; this paper provides empirical evidence, through a survey, of the level of e‐participation and factors that promote e‐participation. | citizens, government, communication technologies, open systems, surveys, internet | https://doi.org/10.1108/17506161111131195 |
| Public Service Value Co-Creation | Williams, I. and Shearer, H. | Appraising Public Value: past, present and futures | Public Administration | 2011 | Despite the increasing popularity of the concept of ‘public value’ within both academic and practice settings, there has to date been no formal review of the literature on its provenance, empirical basis, and application. This paper seeks to fill this gap. It provides a critical introduction to public value and its conceptual development before presenting the main elements of the published literature. Following this, a series of key areas of disagreement are discussed and implications for future research and practice put forward. The authors argue that if the espoused aspirations for the public value framework are to be realized, a concerted process of research, debate and application is required. Although some criticisms of public value are argued to be unwarranted, the authors acknowledge ongoing concerns over the apparent silence of public value on questions of power and heterogeneity, and the difficulties in empirically testing the framework's propositions. | public value | https://www.birmingham.ac.uk/Documents/college-social-sciences/social-policy/HSMC/publications/2011/appraising-public-value.pdf |
| Public Service Value Co-Creation | Edwards-Schachter, M. E., Matti, C.E. & Alcantara | Fostering Quality of Life through Social Innovation: A living lab Methodology study. | Review of Policy Research | 2012 | Participative processes and citizens’ empowerment are considered crucial aspects of social innovation (SI), involving collaborative activities between the private, public, and third sectors. This article discusses the principal trends in the literature on the concept of SI, its aims and differential characteristics related to the identification of people's needs, citizen participation processes, and improved quality of life. We present an exploratory case study of SI focusing on the gap between elderly people's needs and the generation of business opportunities, using a living lab (LL) methodology for collaborative placed‐based innovation. Our results suggest that LLs are a useful instrument to detect community needs and improve local development and support and integrate technological and social innovations in policies and local governance processes. | Living labs, social innovation, participation, collaboration, citizen empowerment | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1541-1338.2012.00588.x |
| Public Service Value Co-Creation | Guo, H. and Neshkova, M.I. | Citizen input in the budget process: when does it matter most? | American Review of Public Administration | 2012 | Citizen participation in public budgeting processes has been widely advocated by both theorists and practitioners of public administration. Yet there is less agreement on when the public should be brought into the process and how the timing of citizen inclusion affects the outcomes of public agencies. Using survey data about citizen involvement practices utilized by the state departments of transportation (DOTs) across the country, the authors construct citizen input indices for different stages of the budget process and examine the impact of participation on the overall organizational effectiveness. The study results show that citizen participation in the budget process has greatest positive effect on organizational performance at both the early and ending stages of the budget process, namely, the stages of information sharing and program assessment. | citizen participation, budget process, participatory budget, GPP | http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.1018.5499&rep=rep1&type=pdf |
| Public Service Value Co-Creation | Haikio, L. | From innovation to convention: legitimate citizen participation in local governance | Local Government Studies | 2012 | In governance structure legitimacy is required not only of the governing system, local authorities or public organisations but also of other participants, including citizens. The legitimacy cannot be judged either by traditions of representative democracy or by innovative theories of deliberative or participatory democracy. The article analyses scientific publications on citizen participation in local governance. It asks how empirical studies on local sustainable development planning (SDP) and New Public Management (NPM) practices construct legitimate citizen participation. In general, studies on citizen participation have not conceptualised the relations between citizens and power holders as questions of legitimacy. However, the studies approaching citizen participation in the local processes of SDP and NPM include various empirical, theoretical and normative arguments for citizen participation. These arguments recognise, accept and support particular activities, arguments and outcomes of citizen participation, and include and exclude agents and issues. They construct and reflect the definition of legitimacy in the local governance. As constructed by scientific texts, justifications for citizen participation reproduce a discursive structure in which citizen participation becomes marginalised and citizens’ views excluded. The results illustrate that discursive structures of legitimate citizen participation support conventional governing practices and hinder innovative practices in local governance. | citizen participation, local governance, New Public Management, sustainable development, legitimacy | https://www.tandfonline.com/doi/abs/10.1080/03003930.2012.698241 |
| Public Service Value Co-Creation | Krawczyk, P., Linna, S., Ruuska, J., & Hirsilä, M. | Theoretical frameworks, approaches and concepts for study of living lab phenomena | Paper presented at The XXIII ISPIM Conference – Action for Innovation: Innovating from Experience, Barcelona, Spain | 2012 | Living Labs (LLs) have become integral components in user centred, driven and/or led local, regional, national and cross border innovation ecosystems. This study aims at gaining a better understanding of what key existing theoretical frameworks, approaches and concepts would be suitable to study the Living Lab Phenomena. We addressed this question by conducting a small three round Delphi survey ( 1st round- N=18, 2nd round -N=10, and 3rd N=9) among LL practitioners and/or researchers. The inconclusive Delphi survey results partly corroborate the literature review by pointing to number of high scoring theoretical frameworks and in particular FormIT and Actornetwork theory and may also suggest a possible alternative in form of grounded theory approach. However, a clear consensus emerged among the participants that “co-creation” as a concept is at the heart of Living Lab phenomena | Open Innovation, Living Lab, Theoretical Frameworks, Approaches, Concepts, Delphi Survey | https://search.proquest.com/openview/47d1c21d78060984c1eb25758fccc2f7/1?pq-origsite=gscholar&cbl=1796422 |
| Public Service Value Co-Creation | Leminen, S., Westerlund, M. & Nyström, A. | Living labs as open-innovation networks | Technology Innovation Management Review | 2012 | Living labs bring experimentation out of companies’ R&D departments to real-life environments with the participation and co-creation of users, partners, and other parties. This study discusses living labs as four different types of networks characterized by open innovation: utilizer-driven, enabler-driven, provider-driven, and user-driven. The typology is based on interviews with the participants of 26 living labs in Finland, Sweden, Spain, and South Africa. Companies can benefit from knowing the characteristics of each type of living lab; this knowledge will help them to identify which actor drives the innovation, to anticipate likely outcomes, and to decide what kind of role they should play while "living labbing". Living labs are networks that can help them create innovations that have a superior match with user needs and can be upscaled promptly to the global market. | Living lab, network, role, innovation, innovation outcome, open innovation, resource-based view, contingency theory, living laboratory, living labbing, living lab network, open innovation network, network structure, inhalation-dominated innovation, exhalation-dominated innovation, research stream, proposition | https://pdfs.semanticscholar.org/e604/2fd69a94a9b3f1caab4fe29a288dcfbdd0ac.pdf |
| Public Service Value Co-Creation | Pestoff V., Brandsen T. and Verschuere B. | New Public Governance, the Third Sector and Co-Production | New York: Routledge. | 2012 | The concept of co-production spread in recent years to Europe and elsewhere, and is now used by researchers in many parts of the world to analyse citizen participation in the provision of publicly financed services, regardless of the provider. This book addresses the nexus of issues and disciplines interested in co-production, and through them it makes a contribution to the development of the disciplines that focus on public management. Co-production exists at the cross-roads of a number of disciplines – including business administration, policy studies, political science, public management, sociology, and third sector studies, all of which have important perspectives on this topic and all of them are important for the development of public management and public services. The unique presentation of them together in this volume both allows for comparing and contrasting these different perspectives and for potential theoretical collaboration and development. With a Foreword written by Nobel Laureate Elinor Ostrom, New Public Governance, the Third Sector, and Co-Production addresses the nature of co-production and the challenges it faces. | co-production, public management, citizen participation | https://emes.net/publications/books/new-public-governance-the-third-sector-and-co-production/ |
| Public Service Value Co-Creation | Ståhlbröst, A. | A set of key principles to assess the impact of living labs | Int. J.Prod. Dev | 2012 | Among companies there is! an ongoing! shift! from! a! productCbased economy! to! a! service! economy,! especially! among! companies! who! delivers! digital! services. The!service!sector!is!growing!rapidly, which puts!pressure on!companies! to!keep!up!with!their!competitors.!This!is!an often!demanding!process,!especially!for! SMEs! who! do! not! have! the! resources! to! continuously! develop! their! business.! To! support!these!SMEs’!innovation!processes,!a!concept!called!the!Living!Lab!is!starting! to!grow!around!Europe.!These!Living!Labs!strive!to!support!companies’ innovation! processes!by!offering!a!neutral!arena!where!different!stakeholders!can!meet!and!coC develop! innovations.! However,! the! effects! of! Living! Labs! operations! are! to! some! extent!unexplored!and!underCtheorized.!Therefore,!the!purpose!of!this!paper!is!twoC fold: to! propose a! set! of! principles! for! conducting Living! Lab! research! in! an! innovation! context! and! to! assess! the! impact! of! the! Living! Lab! approach! on! the! innovation!process!and!its!stakeholders!by!means!of! the!proposed!principles. This! study!shows! that! the!Living!Lab!approach!offers!values!in!many!different!ways!for! several!stakeholders.! | Living Lab, Open Innovation, Service Innovation, Key Principles, User Involvement | https://www.diva-portal.org/smash/get/diva2:977338/FULLTEXT01.pdf |
| Public Service Value Co-Creation | Teixeira, J., Patrício, L., Nunes, N. J., Nóbrega, L., Fisk, R. P., & Constantine, L. | Customer experience modeling: from customer experience to service design | Journal of Service Management | 2012 | Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project. Combining multidisciplinary contributions to represent customer experience elements enables the systematization of its complex information. The application to a multimedia service highlights how CEM can facilitate the work of multidisciplinary design teams by providing more insightful inputs to service design. | Customer experience, Service design, Interaction design, Customer service management, Design | https://www.emerald.com/insight/content/doi/10.1108/09564231211248453/full/html |
| Public Service Value Co-Creation | Thomas J. | Citizen, customer, partner: engaging the public in public management | Oxon & New York: Routledge | 2012 | For almost a half a century, scholars and practitioners have debated what the connections should be between public administration and the public. Does the public serve principally as citizen-owners, those to whom administrators are responsible? Are members of the public more appropriately viewed as the customers of government? Or, in an increasingly networked world, do they serve more as the partners of public administrators in the production of public services? This book starts from the premise that the public comes to government not principally in one role but in all three roles, as citizens and customers and partners. The purpose of the book is to address the dual challenge that reality implies: (1) to help public administrators and other public officials to understand the complex nature of the public they face, and (2) to provide recommendations for how public administrators can most effectively interact with the public in the different roles. Using this comprehensive perspective, Citizen, Customer, Partner helps students, practitioners, and scholars understand when and how the public should be integrated into the practice of public administration. Most chapters in Citizen, Customer, Partner include multiple boxed cases that illustrate the chapter’s content with real-world examples. The book concludes with an extremely useful Appendix that collects and summarizes the 40 Design Principles – specific advice for public organizations on working with the public as customers, partners, and citizens. | governance, public administration, citizens, customer/partner | https://www.amazon.com/Citizen-Customer-Partner-Engaging-Management/dp/0765627213 |
| Public Service Value Co-Creation | Thornton P.H., Ocasio W. and Lounsbury M. | The Institutional Logics Perspective: A New Approach to Culture, Structure and Process | Oxford University Press, London. | 2012 | How do institutions influence and shape cognition and action in individuals and organizations, and how are they in turn shaped by them? Various social science disciplines have offered a range of theories and perspectives to provide answers to this question. Within organization studies in recent years, several scholars have developed the institutional logics perspective. An institutional logic is the set of material practices and symbolic systems including assumptions, values, and beliefs by which individuals and organizations provide meaning to their daily activity, organize time and space, and reproduce their lives and experiences. This approach affords significant insights, methodologies, and research tools, to analyze the multiple combinations of factors that may determine cognition, behavior, and rationalities. In tracing the development of the institutional logics perspective from earlier institutional theory, the book analyzes seminal research, illustrating how and why influential works on institutional theory motivated a distinct new approach to scholarship on institutional logics. The book shows how the institutional logics perspective transforms institutional theory. It presents novel theory, further elaborates the institutional logics perspective, and forges new linkages to key literatures on practice, identity, and social and cognitive psychology. It develops the microfoundations of institutional logics and institutional entrepreneurship, proposing a set of mechanisms that go beyond meta-theory, integrating this work with macro theory on institutional logics into a cross-levels model of cultural heterogeneity. | institutional logics, organization, theory, entrepreneurship | https://www.amazon.es/Institutional-Logics-Perspective-Approach-Structure/dp/0199601941 |
| Public Service Value Co-Creation | Wang, X.H. and Bryer, T.A. | Assessing the costs of public participation: a case study of two online participation mechanisms | The American Review of Public Administration | 2012 | In 2009, the authors facilitated a citizen-participation process in a local community in Florida in the United States. Using an inductive content analysis across two online participation data sources, the study develops a set of testable propositions about cost functions of public participation. The study shows a nonlinear relationship between administrative costs and participation quantity. It also demonstrates no direct relationship between the costs and participation quality. Moreover, the cost functions vary in different participation mechanisms. These propositions provide a basis for future research to improve cost management in public participation. | citizen participation, public participation, participation cost, civic engagement, public participation cost | https://journals.sagepub.com/doi/abs/10.1177/0275074012438727 |
| Public Service Value Co-Creation | Bryson, J. M., Quick, K. S., Slotterback, C. S., & Crosby, B. C. | Designing Public Participation Processes | Public Administration Review | 2013 | The purpose of this Theory to Practice article is to present a systematic, cross‐disciplinary, and accessible synthesis of relevant research and to offer explicit evidence‐based design guidelines to help practitioners design better participation processes. From the research literature, the authors glean suggestions for iteratively creating, managing, and evaluating public participation activities. The article takes an evidence‐based and design science approach, suggesting that effective public participation processes are grounded in analyzing the context closely, identifying the purposes of the participation effort, and iteratively designing and redesigning the process accordingly. | participation, processes, design guidelines | https://www.researchgate.net/publication/236735946_Designing_Public_Participation_Processes |
| Public Service Value Co-Creation | Clark, B. Y., Brudney, J.L. and Jang, S.G. | Co-production of Government services and the new information technology: investigating the distributional biases | Public Administration Review | 2013 | This article investigates how communications advances affect citizens’ ability to participate in coproduction of government services. The authors analyze service requests made to the City of Boston during a one‐year period from 2010 to 2011 and, using geospatial analysis and negative binomial regression, investigate possible disparities by race, education, and income in making service requests. The findings reveal little concern that 311 systems (nonemergency call centers) may benefit one racial group over another; however, there is some indication that Hispanics may use these systems less as requests move from call centers to the Internet and smartphones. Consistent with prior research, the findings show that poorer neighborhoods are less likely to take advantage of 311 service, with the notable exception of smartphone utilization. The implications for citizen participation in coproduction and bridging the digital divide are discussed. | co-production, public services, participation, communication technologies | http://perpustakaan.unitomo.ac.id/repository/Coproduction%20of%20Government%20Services%20and%20the%20New%20Information%20Technology%20Investigating%20the%20Distributional%20Biases%20(pa-5H3VQDRM.pdf |
| Public Service Value Co-Creation | European Commission | Powering European public sector innovation: Towards a new architecture. | Report of the Expert Group on Public Sector Innovation | 2013 | The European Union faces an unprecedented crisis in economic growth, which has put public services under tremendous financial pressure. Many governments are also faced with long-term issues such as ageing societies, mounting social security and healthcare costs, high youth unemployment and a public service infrastructure that sometimes lags behind the needs of modern citizens and businesses. Under these conditions, innovation in public services is critical for the continued provision of such public services, in both quantity and quality. Public sector innovation can be defined as the process of generating new ideas, and implementing them to create value for society either through new or improved processes or services. The available evidence indicates that innovation in the public sector mostly happens randomly, rather than as a result of deliberate, systematic and strategic efforts. Innovation in the public sector, through strategic change, needs to become more ‘persistent’ and ‘cumulative’, in pursuit of a new and more collaborative governance model. There is a need for a new architecture for public sector innovation. Much can be done in individual Member States, regions and in local government to build capacity to innovate and to steer change processes. Innovation can emerge at all levels and innovation leadership can come from anyone. It is however the conviction of the expert group that the European institutions – including the Council of Ministers, the European Parliament, and the European Commission – can also play significant roles in fostering innovation both at European Union level and in individual Member States. | European Union, public sector, innovation, strategic change | https://ec.europa.eu/digital-single-market/en/news/powering-european-public-sector-innovation-towards-new-architecture |
| Public Service Value Co-Creation | Juujärvi, S., & Pesso, K. | Actor roles in an urban living lab: what can we learn from Suurpelto, Finland? | Technology Innovation Management Review | 2013 | There is a growing trend to involve citizens in city development to make urban areas more suitable to their needs and prevent social problems. City centres and neighbourhoods have increasingly been serving as regional living labs, which are ideal platforms to explore the needs of users as residents and citizens. This article examines the characteristics and success factors of urban living labs based on a case study of Suurpelto, Finland. Urban living lab activity is characterized by a practice-based innovation process with diffuse and heterogeneous knowledge production that aims to address urban problems of varying complexity. User involvement is critical for co-creating value, but equally important is collaboration between other living lab actors: enablers, providers, and utilizers. Enabler-driven labs can be successful in creating common goals but they need providers, such as development organizations, to boost development. Proactive networking, experimentation as a bottom-up process, using student innovators as resources, as well as commitment and longevity in development work are success factors for urban living labs. | Living labs, urban, social problems, user involvement, value co-creation, Finland | https://timreview.ca/article/742 |
| Public Service Value Co-Creation | Menguc B, Auh S, Yannopoulos P. | Customer and supplier involvement in design: the moderating role of incremental and radical innovation capability. | Journal of Product Innovation Management 31 | 2013 | More and more firms are leveraging design as a resource to gain the upper hand in today's competitive business market. To this end, this study draws on the resource‐based view (RBV) of the firm to examine the relationship between customer and supplier involvement in the design process and new product performance. The research also extends the RBV to a contingency lens by introducing product innovation capability (incremental and radical) as a moderator to draw the boundary conditions of the impact of customer/supplier involvement in design on new product performance. Using data collected from Canadian high‐tech companies, the findings provide strong support for the hypotheses in that customer involvement in design helps new product performance under high incremental innovation capability but harms new product performance under high radical innovation capability. In contrast, supplier involvement in design was beneficial to new product performance under both high incremental and radical innovation capability. The managerial implications for the role of design under different innovation capabilities are discussed. | design, customer/supplier involvement, resource-based view, innovation capability | https://onlinelibrary.wiley.com/doi/abs/10.1111/jpim.12097 |
| Public Service Value Co-Creation | Osborne S., Radnor Z. and Nasi G. | A new theory of public service management? Toward a (public) service dominant approach | The American Review of Public Administration | 2013 | This article argues that current public management theory is not fit for purpose—if it ever has been. It argues that it contains two fatal flaws—it focuses on intraorganizational processes at a time when the reality of public services delivery is interorganizational, and it draws upon management theory derived from the experience of the manufacturing sector and which ignores the reality of public services as “services.” The article subsequently argues for a “public service dominant” approach. This not only more accurately reflects the reality of contemporary public management but also draws upon a body of substantive service-dominant theory that is more relevant to public management than the previous manufacturing focus. We argue that this approach makes an innovative contribution to public management theory in the era of the New Public Governance. The article concludes by exploring the implications of this approach in four domains of public management and by setting a research agenda for a public-service dominant theory for the future. | public administration, public management issues, politics/administration issues, organizational theory, public administration/administrative theory | https://journals.sagepub.com/doi/abs/10.1177/0275074012466935 |
| Public Service Value Co-Creation | Osborne S.P. and Brown L. (eds) | Handbook of Innovation in Public Services | Edward Elgar Publishing | 2013 | Leading researchers from across the globe review the state of the art in research on innovation in public services, providing an overview of key issues from a multi-disciplinary perspective. Topics explored include: context for innovation in public services and public service reform; managerial change challenges; ICT and e-government; and collaboration and networks. The theory is underpinned by seven wide-ranging case studies of innovation in practice. | public services, innovation, reform, research, e-government, practice, policy | https://www.e-elgar.com/shop/handbook-of-innovation-in-public-services?___website=uk_warehouse |
| Public Service Value Co-Creation | Osborne S.P. and Strokosch K. | It takes two to tango? Understanding the co-production of public services by integrating the services management and public administration perspectives | British Journal of Management | 2013 | We propose an important theoretical development for our understanding of the co‐production of public services. It combines the insights from both public administration and services management theory to produce a novel typology of co‐production. This clarifies its role at the operational and strategic levels, as well as its potential for transformational change in public services. Understanding co‐production in this way provides a basis through which to explore a whole range of dimensions of co‐production that were previously undifferentiated. | co-production, public services, public administration | https://onlinelibrary.wiley.com/doi/abs/10.1111/1467-8551.12010 |
| Public Service Value Co-Creation | Osborne, S.P., Radnor, Z. and Nasi, G. | A new theory for Public Service Management? Toward a (Public) Service Dominant Approach | American Review of Public Administration | 2013 | This article argues that current public management theory is not fit for purpose—if it ever has been. It argues that it contains two fatal flaws—it focuses on intraorganizational processes at a time when the reality of public services delivery is interorganizational, and it draws upon management theory derived from the experience of the manufacturing sector and which ignores the reality of public services as “services.” The article subsequently argues for a “public service dominant” approach. This not only more accurately reflects the reality of contemporary public management but also draws upon a body of substantive service-dominant theory that is more relevant to public management than the previous manufacturing focus. We argue that this approach makes an innovative contribution to public management theory in the era of the New Public Governance. The article concludes by exploring the implications of this approach in four domains of public management and by setting a research agenda for a public-service dominant theory for the future. | public administration, public management issues, politics/administration issues, organizational theory, public administration/administrative theory | https://pdfs.semanticscholar.org/e0b8/e049b028f6fca45ace77e56e9e626d1f8408.pdf |
| Public Service Value Co-Creation | Radnor Z, Osborne S, Kinder T, Mutton J | Operationalizing co-production in public services delivery: The contribution of service blueprinting. | Public Management Review 16 | 2013 | 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. | Co-production, higher education, service blueprinting, service management | https://www.tandfonline.com/doi/abs/10.1080/14719037.2013.848923 |
| Public Service Value Co-Creation | Yi, Y. and Gong, T. | Customer value co-creation behavior: scale development and validation | Journal of Business Research 66 (9) | 2013 | This investigation reports a series of four studies leading to the development and validation of a customer value co-creation behavior scale. The scale comprises two dimensions: customer participation behavior and customer citizenship behavior, with each dimension having four components. The elements of customer participation behavior include information seeking, information sharing, responsible behavior, and personal interaction, whereas the aspects of customer citizenship behavior are feedback, advocacy, helping, and tolerance. The scale is multidimensional and hierarchical, and it exhibits internal consistency reliability, construct validity, and nomological validity. This study also shows that customer participation behavior and customer citizenship behavior exhibit different patterns of antecedents and consequences. | Customer value, Customer participation behavior, Customer citizenship behavior, Service-dominant logic, Scale development, Value co-creation | https://www.sciencedirect.com/science/article/pii/S0148296312000586 |
| Public Service Value Co-Creation | Yin, R. K. | Qualitative research from start to finish. | New York/London: The Guilford Press. | 2013 | This book will help readers understand the practice of qualitative research—whether they want to do it, teach it, or just learn about it. All the major research phases are encompassed (startup, design, data collection, analysis, and composing), including newly emerging trends. Numerous easy-to-read vignettes show how other scholars have successfully implemented specific procedures. Equally distinctive, the book presents qualitative research as an adaptive craft. The array of choices among different procedures and methods enables readers to customize their own studies and to accommodate different worldviews and genres. | qualitative research | https://www.guilford.com/books/Qualitative-Research-from-Start-to-Finish/Robert-Yin/9781462517978 |
| Public Service Value Co-Creation | Ansell C. and Torfing J. | Public Innovation through Collaboration and Design | Oxon and New York: Routledge. | 2014 | While innovation has long been a major topic of research and scholarly interest for the private sector, it is still an emerging theme in the field of public management. While ‘results-oriented’ public management may be here to stay, scholars and practitioners are now shifting their attention to the process of management and to how the public sector can create ‘value’. One of the urgent needs addressed by this book is a better specification of the institutional and political requirements for sustaining a robust vision of public innovation, through the key dimensions of collaboration, creative problem-solving, and design. This book brings together empirical studies drawn from Europe, the USA and the antipodes to show how these dimensions are important features of public sector innovation in many Western democracies with different conditions and traditions. This volume provides insights for practitioners who are interested in developing an innovation strategy for their city, agency, or administration and will be essential reading for scholars, practitioners and students in the field of public policy and public administration. | public management, public innovation, value, collaboration, design | https://www.routledge.com/Public-Innovation-through-Collaboration-and-Design-1st-Edition/Ansell-Torfing/p/book/9780415858595 |
| Public Service Value Co-Creation | Dell'Era & Landoni | Living Lab: A Methodology between User-Centred Design and Participatory Design. | Creativity and Innovation Management | 2014 | Living Labs have received limited attention in the literature despite their diffusion throughout Europe and recent interest from policy makers. This limited attention is linked to the newness of the phenomenon, the high heterogeneity of cases and the consequent lack of definitions and acknowledged frameworks for scholarly analyses. In this work, we argue that the originality of the Living Lab phenomenon resides in the introduction of a new methodology. Using an analysis of the literature and case studies, we propose a new definition, position this methodology among other design methodologies and highlight its peculiarities. We underline the co‐creative potentialities, the awareness of users and the real‐life settings. Furthermore, our case‐based research allows us to identify four different specifications for this methodology, and therefore four different types of Living Labs, based on the openness of the user involvement and the adopted platform technology. | Living labs, participatory design, user centered design, methodology, case studies | https://onlinelibrary.wiley.com/doi/abs/10.1111/caim.12061 |
| Public Service Value Co-Creation | Entwistle T. | Collaboration and Public Services Improvement: Evidence Review Prepared for the Commission on Public Service Governance and Delivery, Public Policy Institute for Wales | PPIW Report n°2. | 2014 | This review of the research evidence regarding effective collaboration has been commissioned by the Public Policy Institute for Wales for the Commission on Public Service Governance and Delivery. It addresses three main issues: Why encourage collaboration between local authorities? Which services are likely to produce the greatest gains through collaboration? How can collaborations be best managed to achieve improvement in services? | governance, collaboration, local government | http://ppiw.org.uk/files/2014/04/Collaboration-and-Public-Services-Improvement.pdf |
| Public Service Value Co-Creation | Haddow, G, Mittra, J, Snowden, K, Barlow, E & Wield, D | From 'Sick Man' to 'Living Lab': The Narrative of Scottish Health Since Devolution | Innogen Working Paper Series | 2014 | The road to the independence referendum may have begun with devolution in the late 1990s, but a key question is: what have been the impacts on health and clinical research since the process of devolution was initiated? The impact of devolution on key areas of life, such as health and medical research is undoubtedly important. Building high quality medical research infrastructure in Scotland and retaining healthcare and research expertise is a priority in terms of improving understanding of the aetiology of disease and diagnosing and developing therapeutic treatments to benefit the Scottish population. In some cases, the research drive might include pharmaceutical companies investing and/or collaborating with Scottish facilities to bring both health and wealth benefits to Scotland. This paper identifies and interrogates the change of narratives, relevant to the health debate under devolution, which frames discussions around potential Scottish independence. Pre-devolution there is a strong sense of Scotland as having unique health problems and hence, the ‘sick man of Europe’ label, which required policy responses from the devolved government and the new powers it acquired. Under devolution, this engendered a second narrative built around the ‘living lab’ concept. So here, we see a significant change in narrative emphasis from the pejorative Scotland as the ‘sick man of Europe’ to a more positive rhetoric about the many opportunities for clinical research that emerge from a sick population and could attract inward investment to a devolved Scotland. This Working Paper is one in a series as part of Innogen’s work with the ESRC Future of the UK and Scotland programme. | Living labs, health care, Scotland, narrative, independence referendum | http://oro.open.ac.uk/40880/ |
| Public Service Value Co-Creation | Kattel R, Cepilovs A, Drechsler W, Kalvet T, Lember V. Tõnurist P. | Can we measure public sector innovation? A literature review. | LIPSE Project Working Paper No 2 | 2014 | The aim of this article is to give an overview of scholarly state-of-the-art in terms of both conceptualizing and measuring public sector innovations. In order to do so, the article consists of following sections: first, we give a brief overview of prevailing attempts to conceptualize (define) public sector innovation and contrast it with older literature (Tocqueville, Weber, Schumpeter); second, we briefly summarize private sector innovation performance measurements and indicators; third, we discuss state of the art in discussion of measuring public sector performance in general; fourth, we look at recent discussions of public sector productivity, what and how can be measured; fifth, we discuss recent projects and literature on measuring public sector innovation; and finally we conclude by drawing these various discussions together by detailing what and how can we measure in public sector innovation with good scholarly conscious. | innovation, public sector, measurement, literature review | https://s3.amazonaws.com/academia.edu.documents/39543340/Can_we_measure_public_sector_innovation_20151029-14297-1rhir3y.pdf?response-content-disposition=inline%3B%20filename%3DCan_we_measure_public_sector_innovation.pdf&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAIWOWYYGZ2Y53UL3A%2F20190716%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20190716T085610Z&X-Amz-Expires=3600&X-Amz-SignedHeaders=host&X-Amz-Signature=79d649311a17afd2ce8bce4c9975a781153507eef4a88af1b2cc507f874a278a |
| Public Service Value Co-Creation | Meijer, A. | New media and the coproduction of safety: an empirical analysis of Dutch practices | American Review of Public Administration | 2014 | The new media have been argued to strengthen the coproduction of safety by reducing the costs of interactions between government and citizens and providing new communicative potential. Does that lead to relevant additional input from citizens in police work? Or are preexisting interactions reproduced online? This empirical study of police practices in the Netherlands shows that new media indeed strengthen the coproduction of safety by enabling the police to reach more citizens and contact them 24/7. The police build new connections to citizens: mediated citizen networks form an important addition to offline networks. The costs are reduced most in a situation where new media replace face-to-face contacts between police and citizens, that is, in the coproduction of police patrol work. The article concludes that new media support the trend of responsibilization: the police use new media to build virtual networks with citizens and engage them anywhere and anytime in the coproduction of safety. | coproduction, safety, new media, responsibilization | https://journals.sagepub.com/doi/abs/10.1177/0275074012455843 |
| Public Service Value Co-Creation | Miles, M. B., Michael Huberman, A., & Saldana, J. | Qualitative data analysis: A methods sourcebook. Vol. 3rd. | Thousand Oaks, CA: Sage Publications. | 2014 | Miles, Huberman, and Saldaña’s Qualitative Data Analysis: A Methods Sourcebook is the authoritative text for analyzing and displaying qualitative research data. The Fourth Edition maintains the analytic rigor of previous editions while showcasing a variety of new visual display models for qualitative inquiry. Graphics are added to the now-classic matrix and network illustrations of the original co-authors. Five chapters have been substantially revised, and the appendix’s annotated bibliography includes new titles in research methods. Graduate students and established scholars from all disciplines will find this resource an innovative compendium of ideas for the representation and presentation of qualitative data. As the authors demonstrate, when researchers “think display,” their analyses of social life capture the complex and vivid processes of the people and institutions studied. | data, qualitative research, analysis | https://us.sagepub.com/en-us/nam/qualitative-data-analysis/book246128 |
| Public Service Value Co-Creation | Nabatchi, T. and Blomgren Amsler, L. | Direct public engagement in local government | American Review of Public Administration | 2014 | Public engagement is an umbrella term that encompasses numerous methods for bringing people together to address issues of public importance. In this article, we focus on direct public engagement in local government, exploring what we know and proposing areas where more research is needed. We first define direct public engagement and distinguish it from related concepts and terms. We then introduce a simple framework for exploring variations in direct public engagement at the local level. Next, we use this framework to examine the extant literature on why, how, and to what effect direct public engagement in local government is used. Finally, we identify gaps in the literature and propose a research agenda for the future. | public participation, public engagement, local government | https://journals.sagepub.com/doi/abs/10.1177/0275074013519702 |
| Public Service Value Co-Creation | Poldma, T., Labbé, D., Bertin, S., Kehayia, E., Swaine, B., Ahmed, S., Le Dorze, G., Fung, J., Archambault, P., Lamontagne, A. & Kairy, D. | Users, Stakeholders and Researchers: Dilemmas of Research as Practice and the Role of Design Thinking in the Case Study of a Rehabilitation Living Lab | Paper presented at the Design Research Society’s 2014 Conference held at Umeå Institute of Design. | 2014 | Through the lens of a Rehabilitation Living Lab, this paper presents what happens when researchers work with managers and users in the design situation of an urban commercial complex. This multi-sectorial and interdisciplinary research project brings together over 45 researchers to explore issues of social inclusion and social participation of people with disabilities, as they arrive and use the shopping complex. Within the context of a Living Lab, researchers implement various research projects from diverse research paradigms and methodological perspectives. While the research method for the overarching project is within the general framework of participatory action research, all researchers use clinical, basic and experimental forms of research (Friedman, 2003) to move forward the goals and research streams defined at the outset. The research is supported by a parallel design activity with students in a baccalaureate design studio. The overall research project goals and an example of a pilot project are presented in concert with a design studio activity, to consider potential concepts that are research-informed. Discussion of results reveals salient issues that emerge in early findings in pilot studies, and underscores what happens when people from diverse research perspectives work together. | Interdisciplinary research, participatory action research, rehabilitation science, design thinking, universal design | https://www.researchgate.net/profile/Tiiu_Poldma2/publication/266739112_Stakeholders_and_researchers_Dilemmas_of_Research_as_Practice_and_the_Role_of_Design_Thinking_in_the_Case_Study_of_a_Rehabilitation_Living_Lab/links/557c96c908aeb61eae236409/Stakeholders-and-researchers-Dilemmas-of-Research-as-Practice-and-the-Role-of-Design-Thinking-in-the-Case-Study-of-a-Rehabilitation-Living-Lab.pdf |
| Public Service Value Co-Creation | Radnor, Z., Osborne, S.P., Kinder, T. and Mutton, J. | Operationalising coproduction in public services delivery: the contribution of service blueprinting | Public Management Review | 2014 | 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. | co-production, higher education, service blueprinting, service management | https://pdfs.semanticscholar.org/a148/598696875555bda44a8dce71b2d9d0b1ee17.pdf |
| Public Service Value Co-Creation | Reiter, S., Gronier, G. & Valoggia, P. | Citizen involvement in local environmental governance: A methodology combining human centred design and living lab approaches | Electronic Journal of e-Government | 2014 | Nowadays, involving citizens in Local Environmental Governance (LEG) is becoming increasingly important. In order to empower the role of citizen in this context, we propose an approach that relies on the establishment of a physical and intellectual space for shared understanding and collaboration between all stakeholders impacted by an environmental problem (in our case odour emission). Based on the development of an Information Technology (IT) system allowing odour emission measurement as well as the collection of citizen feedback, a Living Lab (LL) approach is being implemented that involves citizens, public authorities, industry and environmental non-governmental organisations (NGOs). According to the definition of the European commission, Living Labs are “open innovation environments in real-life settings, in which userdriven innovation is fully integrated within the co-creation process of new services, products and societal infrastructures”. Based on this definition and considering, in our case, citizens as one of the end-users of the IT system, we argue that such an approach will empower their role in local environmental governance. This article presents the method and techniques that will be used in order to set up such a Living Lab. More precisely, we focus here on the first step of this method: defining the components that will support the management of a Living Lab relying on an IT system. This step consists in the identification of the Living Lab stakeholders (citizen, industry, public authorities, NGOs, etc.), including their characteristics, fears, expectations, involvement and engagement regarding the Living Lab. To do this, 2 main approaches are being combined: A Living Lab approach that aims to involve citizens in local Environmental Governance (LEG) design. Use of Human-Centred Design (HCD), to combine IT developments and LL needs, for example Personas methodology and usability test. A Living Lab relies mainly on stakeholders’ involvement in order to build trust and establish a common goal. In this sense, sociologists’ approaches ((Akrich et al. 2006);) bring valuable information on how to mobilise different actors in order to innovate (Actor Network Theory). However, in the innovation process, these approaches are only considering human actors and do not take into account any technological aspects. However, if Living Labs are relying on human actors’ interactions it should also take into account their interactions with the IT system it is based on. In this case, HumanCentred Design (HCD) being an approach that aims to make IT systems usable and useful by focusing on the users, their needs and requirements, is to be considered as complementary to the sociologists approaches. This article, based on the work performed in the FP7 European project OMNISCIENTIS, presents the theoretical context in which this study takes place as well as the overall methodology. | citizens’ involvement, living lab, environmental governance, human-centred design | https://pdfs.semanticscholar.org/6ae0/b4aa2bedcda202ed5daa81ef2cc961ab6238.pdf?_ga=2.48296227.465410882.1570382868-2021368178.1568393920 |
| Public Service Value Co-Creation | Robinson, O. C. | Sampling in interview-based qualitative research: A theoretical and practical guide. | Qualitative Research in Psychology | 2014 | ampling is central to the practice of qualitative methods, but compared with data collection and analysis its processes have been discussed relatively little. A four-point approach to sampling in qualitative interview-based research is presented and critically discussed in this article, which integrates theory and process for the following: (1) defining a sample universe, by way of specifying inclusion and exclusion criteria for potential participation; (2) deciding upon a sample size, through the conjoint consideration of epistemological and practical concerns; (3) selecting a sampling strategy, such as random sampling, convenience sampling, stratified sampling, cell sampling, quota sampling or a single-case selection strategy; and (4) sample sourcing, which includes matters of advertising, incentivising, avoidance of bias, and ethical concerns pertaining to informed consent. The extent to which these four concerns are met and made explicit in a qualitative study has implications for its coherence, transparency, impact and trustworthiness. | case studies, purposive sampling, quota sampling, random sampling, recruitment, sample size, sampling, stratified sampling, theoretical sampling | https://www.tandfonline.com/doi/abs/10.1080/14780887.2013.801543 |
| Public Service Value Co-Creation | Wang, S. M. | Public service space remodeling based on service design and behavioral maps | Journal of Industrial and Production Engineering | 2014 | The main purpose of this study is to remodel and improve public services by analyzing behavioral maps in relation to service design elements in public spaces. Modeling human spatial behavior in public spaces is of great interest to public service providers for creating the maximal benefit for the users. Adequate observations reveal significant information about the users’ preferences, an essential consideration for public service designers. This study used behavioral maps and designed elements of public service spaces to document five human factors: physical, cognitive, social, cultural, and emotional reactions/adaptations. Prototype designs of the smart bench and the green trellis were placed in the case study area to assess user reactions. The results of this study show that the methodology proposed here can be used to investigate and develop a deeper understanding of the users’ emotions, experiences, and preferences so as to enhance the design of public spaces and services. | service design, behavioral maps, public service, user experience, human factors | https://www.tandfonline.com/doi/abs/10.1080/21681015.2014.887595 |
| Public Service Value Co-Creation | Andrews, R., Beynon, M. J., & Aoife, M. | Organizational capability in the public sector: A configurational approach | Journal of public administration research and theory. | 2015 | This article brings together resource-based theory and contingency theory to analyze organizational capability in the public sector. Fuzzy-set qualitative comparative analysis is used to identify configurations of organizational attributes (department size, structural complexity, agencification, personnel instability, use of temporary employees), associated with high and low organizational capability in UK central government departments. Findings identify a single core configuration of organizational attributes associated with high capability departments—low structural complexity and personnel stability. Two core configurations are associated with low capability departments—personnel instability and the combination of structural complexity and departmental agencification. Based on the configurations evident in successful and struggling organizations, discussion illuminates potential organizational design strategies to improve public sector organizational capability. | organizational capability, fuzzy-set analysis, organizational design | https://academic.oup.com/jpart/article-abstract/26/2/239/2886435 |
| Public Service Value Co-Creation | Ballon, P. & Schuurman, D. | Living labs: concepts, tools and cases | Information and Learning Science | 2015 | Editorial | Living labs, praxis and theory, definitions | https://www.emerald.com/insight/content/doi/10.1108/info-04-2015-0024/full/html |
| Public Service Value Co-Creation | Boswell, J., Settle, C. and Dugdale, A. | Who speaks, and in what voice? The challenge of engaging ‘the public’ in health policy decision-making | Public Management Review | 2015 | Despite widespread calls for greater public involvement in governance, especially in relation to health policy, significant challenges remain in identifying any such legitimate ‘public’ voice. This research investigates this problem through a case study. It examines how actors experienced and interpreted a government-commissioned citizen’s jury on health spending prioritization in relation to the work of the local health care consumers’ organization. The analysis highlights an unproductive tension around this encounter, and points to more complementary ways in which such top–down and bottom–up efforts might be coordinated. It, therefore, contributes significantly to efforts to strengthen the public voice in contemporary health governance. | administrative reform, citizens, consumers, customer preferences, New Public Management | https://www.tandfonline.com/doi/abs/10.1080/14719037.2014.943269?tokenDomain=eprints&tokenAccess=Pzzbbk7EIQSyZiQdfmTe&forwardService=showFullText&doi=10.1080%2F14719037.2014.943269&doi=10.1080%2F14719037.2014.943269&journalCode=rpxm20 |
| Public Service Value Co-Creation | Capdevila I. | Les différentes approches entrepreneuriales dans les espaces ouverts d’innovation | Innovations | 2015 | Creativity has a strong social component, and the capture of distributed collective creativity plays an important role in the innovative process of organizations. In recent years, many open innovation spaces have been created under different names : fab labs, hackerspaces, makerspaces, coworking spaces, and living labs to name a few. While all of these spaces are based on openness, collaboration, and knowledge sharing, they differ in some aspects of their entrepreneurial approach. This article proposes a classification of different spaces according to 1) their focus on the exploration of new ideas or exploitation of innovations for commercial purposes, and 2) the mode of governance of the space : whether it is “top-down” or “bottom up.” It also examines the implications of the complementarity of different spaces and of the development of the creative capacity of the individuals and organizations that use these spaces.JEL Codes : O31, L26 | Open innovation spaces, fab labs, hackerspaces, coworkings spaces, living labs, top-down, bottom.up | https://www.cairn.info/revue-innovations-2015-3-page-87.htm?contenu=article |
| Public Service Value Co-Creation | Denhardt, J.V. and Denhardt, R.B. | New Public Service: serving, not steering | Routledge: New York | 2015 | The New Public Service: Serving, not Steering provides a framework for the many voices calling for the reaffirmation of democratic values, citizenship, and service in the public interest. It is organized around a set of seven core principles: (1) serve citizens, not customers; (2) seek the public interest; (3) value citizenship and public service above entrepreneurship; (4) think strategically, act democratically; (5) recognize that accountability isn’t simple; (6) serve, rather than steer; and (7) value people, not just productivity. The New Public Service asks us to think carefully and critically about what public service is, why it is important, and what values ought to guide what we do and how we do it. It celebrates what is distinctive, important, and meaningful about public service and considers how we might better live up to those ideals and values. The revised fourth edition includes a new chapter that examines how the role and significance of these New Public Service values have expanded in practice and research over the past 15 years. Although the debate about governance will surely continue for many years, this compact, clearly written volume both provides an important framework for a public service based on citizen discourse and the public interest and demonstrates how these values have been put into practice. It is essential reading fo students and serious practitioners in public administration and public policy. | politics & international relations, public administration & management, public policy, economics, finance, business & industry, business, management and accounting, public & nonprofit management, public anagement | https://www.routledge.com/The-New-Public-Service-Serving-Not-Steering-4th-Edition/Denhardt-Denhardt/p/book/9781138891258 |
| Public Service Value Co-Creation | Donetto, S., Pierri, P., Tsianakas, V., & Robert, G. | Experience based co-design and healthcare improvement: Realizing participatory design in the public sector. | Design Journal, 18(2) | 2015 | Over the last decade, growing attention has been paid to the potential value of design theory and practice in improving public services. Experience-based Co-design (EBCD) is a participatory research approach that draws upon design tools and ways of thinking in order to bring healthcare staff and patients together to improve the quality of care. The co-design process that is integral to EBCD is powerful but also challenging, as it requires both staff and patients to renegotiate their roles and expectations as part of a reconfiguration of the relationships of power between citizens and public services. In this paper, we reflect upon the implementation and adaptation of EBCD in a variety of projects and on the challenges of co-design work within healthcare settings. Our discussion aims to contribute to the growing field of service design and to encourage further research into how co-design processes shape – and are shaped by – the power relations that characterize contemporary public services. | co-design, participatory design, healthcare, public sector | https://www.researchgate.net/publication/275153597_Experience-based_Co-design_and_Healthcare_Improvement_Realizing_Participatory_Design_in_the_Public_Sector |
| Public Service Value Co-Creation | Gemser G, Perks H. | Co-creation with customers: An evolving research field. | Journal of Product Innovation Management, 32: 660–665. doi: 10.1111/jpim.12279 | 2015 | Introduction to the inaugural virtual issue of Journal of Product Innovation Management on Co-creation. Article is an analysis of over a decade of the co-creation for innovation field within the JPIM community with a research agenda. | co-creation, innovation, research agenda | https://onlinelibrary.wiley.com/journal/15405885 |
| Public Service Value Co-Creation | Gkatzidou, V., Hone, K., Sutcliffe, L., Gibbs, J., Sadiq, S. T., Szczepura, A., Estcourt, C. | User interface design for mobile-based sexual health interventions for young people: Design recommendations from a qualitative study on an online Chlamydia clinical care pathway | Bmc Medical Informatics and Decision Making | 2015 | Background. The increasing pervasiveness of mobile technologies has given potential to transform healthcare by facilitating clinical management using software applications. These technologies may provide valuable tools in sexual health care and potentially overcome existing practical and cultural barriers to routine testing for sexually transmitted infections. In order to inform the design of a mobile health application for STIs that supports self-testing and self-management by linking diagnosis with online care pathways, we aimed to identify the dimensions and range of preferences for user interface design features among young people. Methods. Nine focus group discussions were conducted (n = 49) with two age-stratified samples (16 to 18 and 19 to 24 year olds) of young people from Further Education colleges and Higher Education establishments. Discussions explored young people’s views with regard to: the software interface; the presentation of information; and the ordering of interaction steps. Discussions were audio recorded and transcribed verbatim. Interview transcripts were analysed using thematic analysis. Results. Four over-arching themes emerged: privacy and security; credibility; user journey support; and the task-technology-context fit. From these themes, 20 user interface design recommendations for mobile health applications are proposed. For participants, although privacy was a major concern, security was not perceived as a major potential barrier as participants were generally unaware of potential security threats and inherently trusted new technology. Customisation also emerged as a key design preference to increase attractiveness and acceptability. Conclusions. Considerable effort should be focused on designing healthcare applications from the patient’s perspective to maximise acceptability. The design recommendations proposed in this paper provide a valuable point of reference for the health design community to inform development of mobile–based health interventions for the diagnosis and treatment of a number of other conditions for this target group, while stimulating conversation across multidisciplinary communities. | Focus Group; Mobile Phone; Sexual Health; Focus Group Discussion; Mobile Health | https://doi.org/10.1186/s12911-015-0197-8 |
| Public Service Value Co-Creation | Hardyman W, Daunt KL, Kitchener M. | Value co-creation through patient engagement in health care: A micro-level approach and research agenda. | Public Management Review 17 | 2015 | Patient engagement has gained increasing prominence within academic literatures and policy discourse. With limited developments in practice, most extant academic contributions are conceptual, with initiatives in the National Health Service (NHS) concentrating at macro- rather than at micro-level. This may be one reason why the issue of ‘value co-creation’ has received limited attention within academic discussions of patient engagement or policy pronouncements. Drawing on emerging ideas in the services marketing and public management literatures, this article offers the first elucidation of the importance of studying ‘value co-creation’ as a basis for further empirical analysis of patient engagement in micro-level encounters. | Patient engagement, value co-creation, service-dominant logic, micro-level approach | https://www.tandfonline.com/doi/abs/10.1080/14719037.2014.881539 |
| Public Service Value Co-Creation | Lehmann, V., Frangioni, M. & Dubé, P. | Living Lab as knowledge system: an actual approach for managing urban service projects? | Journal of Knowledge Management | 2015 | This paper aims to explore Living Labs (LL) as knowledge systems for urban service projects. This empirical study aims to identify and characterize knowledge in LL dedicated to urban service projects. It also aims to understand how through knowledge path, LL redefine the management of projects. First, the praxeologic and academic context underlining the main challenges associated to urban service projects is presented. It mainly concerns the growth of the cities (Haouès-Jouve, 2013), the problematic of social acceptability (Savard, 2013) as well as the normative approaches to manage projects (Kerzner, 2010). Second, a literature review on co-innovation and Livings Labs is presented. (Chesbrough, 2004; Gaglio, 2011). This paper also presents the concept of knowledge applied in an LL system (Sanders and Stappers, 2008). Here, knowledge refers to dynamic knowledge, as suggested by Argyris (1995). | Project management, Innovation, Systemic thinking, Knowledge, Stakeholders, Collection management | https://core.ac.uk/download/pdf/85165087.pdf |
| Public Service Value Co-Creation | Mastelic, J., Sahakian, M, & Bonazzi, R. | How to keep a living lab alive | Info | 2015 | This paper aims to explore how Living Labs might be evaluated, building on the current efforts of the European Network of Living Lab (ENoLL) to encourage new members, and complementing their existing criteria with elements from business model development strategies – specifically the Business Model Canvas (BMC) (Osterwalder and Pigneur, 2010). | Open innovation, Business models, ENoLL, Evaluation criteria, Living labs | https://www.emerald.com/insight/content/doi/10.1108/info-01-2015-0012/full/html |
| Public Service Value Co-Creation | Meijer A. and Bekkers V. | A metatheory of e-government: Creating some order in a fragmented research field. | Government Information Quarterly | 2015 | Theoretical fragmentation in e-government studies hampers the further development of this field of study. This paper argues that a metatheory can reduce theoretical confusion. Ideas from the philosophy of the social sciences are used to develop a metatheory of e-government consisting of three dimensions: explaining/understanding, holism/individualism and change/maintenance. This metatheory is used to analyze a corpus of papers on e-government in both journals on public administration and information systems. The analysis of the 116 papers shows a bias towards explaining e-government (rather than understanding social constructions), analyzing holistic systems (rather than the behavior, attitudes and cognitions of individual actors) and studying incremental rather than transformational change. We conclude that the value of the metatheory lies in (1) facilitating debate about e-government between researchers with different perspectives, (2) enabling researchers to be clear about their social science perspective, and (3) developing educational programs that bring in various scientific perspectives. | e-government, metatheory literature review, philosophy of science | https://doi.org/10.1016/j.giq.2015.04.006 |
| Public Service Value Co-Creation | Osborne, S. P., Radnor, Z., Kinder, T., & Vidal, I. | The SERVICE Framework: A Public-service-dominant Approach to Sustainable Public Services | British Journal of Management | 2015 | In this paper we argue that the new public management has been a flawed paradigm for public services delivery that has produced very internally efficient but externally ineffective public service organizations. Subsequently we develop the SERVICE framework for sustainable public services and public service organizations. This framework is rooted within the public‐service‐dominant business logic and emphasizes the need for a focus on external value creation rather than internal efficiency alone. | New Public Management, service framework, Public Service Dominant Logic | https://onlinelibrary.wiley.com/doi/abs/10.1111/1467-8551.12094 |
| Public Service Value Co-Creation | Osborne, S.P., Radnor, Z., Kinder, T. and Vidal, I. | The SERVICE framework: a public-service-dominant approach to sustainable public services | British Journal of Management | 2015 | In this paper we argue that the new public management has been a flawed paradigm for public services delivery that has produced very internally efficient but externally ineffective public service organizations. Subsequently we develop the SERVICE framework for sustainable public services and public service organizations. This framework is rooted within the public-service-dominant business logic and emphasizes the need for a focus on external value creation rather than internal efficiency alone. | New Public Management, public services, public organizations, service-dominant logic, value creation | https://www.researchgate.net/publication/274322330_The_SERVICE_Framework_A_Public-service-dominant_Approach_to_Sustainable_Public_Services |
| Public Service Value Co-Creation | Sangiorgi, D., & Junginger, S. | Emerging Issues in Service Design | The Design Journal | 2015 | The title acknowledges that service design, though still a young area of research, practice and even younger as a profession, has come a long way. With this special issue, we suggest that the field of service design is now entering a stage where discussions and research need to move beyond descriptions and justifications of what service design is and how it works. What is required to understand its future relevance and applications are studies on its impact and its place and role in business and society. It is time for a more nuanced consideration of the nature and purposes of different services; a regard for the contexts and situations they are supposed to address and transform – or not. This raises new questions, for example, concerning the influence of places and communities in service design projects and vice versa, questions about the responsibilities and ethics of service designers engaging with these. At the same time, it invites us to reflect on the suitability and ability of specific practices to deal in situ with context specific dynamics and realities, such as for example, organizational design legacies, organizational power dynamics or interrelated networks affected by a given service. Service design continues to evolve and to change. | service design, research | https://www.tandfonline.com/doi/abs/10.2752/175630615X14212498964150 |
| Public Service Value Co-Creation | Voorberg W., Bekkers V. and Tummers L. | A systematic review of co-creation and co-production: embarking on the social innovation journey | Public Management Review | 2015 | This article presents a systematic review of 122 articles and books (1987–2013) of co-creation/co-production with citizens in public innovation. It analyses (a) the objectives of co-creation and co-production, (b) its influential factors and (c) the outcomes of co-creation and co-production processes. It shows that most studies focus on the identification of influential factors, while hardly any attention is paid to the outcomes. Future studies could focus on outcomes of co-creation/co-production processes. Furthermore, more quantitative studies are welcome, given the qualitative, case study, dominance in the field. We conclude with a research agenda to tackle methodological, theoretical and empirical lacunas. | co-creation, co-production, public-sector innovation, social innovation, systematic review | https://www.tandfonline.com/doi/abs/10.1080/14719037.2014.930505 |
| Public Service Value Co-Creation | Anthopoulos, L., Reddick, C. G., Giannakidou, I., & Mavridis, N. | Why E-government projects fail? An analysis of the Healthcare.gov website. | Government Information Quarterly | 2016 | Electronic government or e-government project failure has been widely discussed in the literature. Some of the common reasons cited for project failure are design-reality gaps, ineffective project management and unrealistic planning. Research shows that more than half of e-government projects result in total or partial failures with regard to the initially grounded standards, scheduling or budgeting plans, while even more fail to meet end users' expectations. This paper focuses on the factors that lead to e-government project failures. It explores the context of project failure and investigates the launch of the U.S. Healthcare.gov website. This case is concerned with a highly public e-government project failure where gaps between political agendas and planning are identified through an examination of media sources and social media data analysis of Twitter discussions. The finding of the analysis indicates that e-government users react against failures, while e-government projects will impact and attract opinion makers' attention that influence audience behavior. This research provides classifications of e-government project failure reasons and sources. Moreover, another contribution is the beginnings of a typology for social media activity against e-government project failures. | e-government, project failures, project management, government websites, social network analysis, twitter | https://www.sciencedirect.com/science/article/pii/S0740624X15000799 |
| Public Service Value Co-Creation | Boyer, E.J., Van Slyke, D.M. and Rogers, J.D. | An empirical examination of public involvement in public-private partnerships: qualifying the benefits of public involvement in PPPs | Journal of Public Administration Research and Theory | 2016 | This article investigates the roles and impacts of public involvement in public-private partnerships (PPPs). Our findings contribute to the literature on public-private collaborations by demonstrating the ways that the facilitation of deliberative activities can provide administrative benefits to PPPs. The results suggest that although public involvement can improve support from citizens and political leaders for PPPs and improve the tailoring of project designs to local conditions, the processes have little effect on expediting project delivery or in addressing power imbalances between public and private sectors. We also find that a combination of in-person approaches and virtual approaches to public involvement can improve the achievement of performance standards in PPPs. | public private partnership, examination, performance standard, private sector, public sector, leader, citizen, human being, public-private partnerships, public involvement. | https://experts.syr.edu/en/publications/an-empirical-examination-of-public-involvement-in-public-private- |
| Public Service Value Co-Creation | Criado, J., & Ruvalcaba, E. | ¿Qué es y qué se entiende por Gobierno Abierto? Análisis de la percepción e implementación del Gobierno Abierto en el ámbito local español. (What is and what is meant by Open Government? Analysis of the perception and implementation of Open Government in the local Spanish context.) | NovaGob Academia. Colección NovaGob Academia nº1. Madrid: NovaGob. Retrieved January, 11, 2017. | 2016 | The Open Government concept is in the process of maturing, collaborating in the consolidation of a new paradigm in public management. This has generated increasing attention from politicians, academics and public managers / employees. However, beyond the rhetoric that is sometimes a bit overblown, little is known about how the consolidation of Open Government is developing, and less so at the local level. Therefore, this study aims to better understand what "Open Government" means, from the perception of public managers dedicated to their management and promotion in local governments. | open government, collaboration, public management, local government | https://www.researchgate.net/publication/312474740_Que_es_y_que_se_entiende_por_Gobierno_Abierto_Analisis_de_la_percepcion_e_implementacion_del_Gobierno_Abierto_en_el_ambito_local_espanol |
| Public Service Value Co-Creation | Grande, J. I. C. | Gobernanza inteligente, innovación abierta y tecnologías sociales en unas administraciones públicas colaborativas. ¿Hacia un cambio de paradigma en la gestión pública? | Nuevas tendencias en la gestión pública: Innovación abierta, gobernanza inteligente y tecnologías sociales en unas administraciones públicas colaborativas | 2016 | This chapter draws the most recent paradigms of contemporary public management, including theoretical and conceptual debates (traditional public administration, new public management, and public governance), and the interplay with the new technological paradigm developed since the beginning of the new millennium. Thus, this chapter defines the ideas inspiring contemporary public management and explains the relationship among public sector management and the information and communication technologies, during the last decades. According to the evidence of this book, this chapter insists on the on-going dynamics of change in public sector management as a result of the new technological. This new technological paradigm includes relational, collaborative, and open ideas, and it affects other areas of human life: politics, economics, culture, etc. This study characterizes this changes with a new paradigm in public management: smart governance o smart public governance. | public management, ICTs, change, smart public governance | https://www.researchgate.net/publication/327201131_Nuevas_Tendencias_en_la_Gestion_Publica_Innovacion_abierta_gobernanza_inteligente_y_tecnologias_sociales_en_unas_administraciones_publicas_colaborativas |
| Public Service Value Co-Creation | Grünfeld LA, Bugge M, Jensen TB, Maurseth, PB Skogli E. | Innovasjon i offentlig sektor og samfunnsøkonomisk lønnsomhet en guide, utvalgte eksempler og en kartlegging av effektstudier (On the economics of public sector innovation) | MENON PUBLIKASJON NR. 72 | 2016 | The report covers the subject of public sector innovation from an economic impact perspective. It consists of three parts plus a simple guide for those who wish to assess the economic impact of an innovation project in the public sector. Part 1 explains what innovation in the public sector is, how much the public sector conducts in Norway, and how innovation contributes to value added in the economy as a whole. This part is mostly conceptual. Part 2 presents a framework for cost-benefit analyses of innovation projects in the public sector. This part presents the theoretical basis behind the impact valuation guide. In addition, this part also contains a presentation of practical cases where we use the framework to demonstrate how it works. Part 3 consists of a relatively brief review of the research literature focusing on the economic impact of innovation in the public sector. We cover both studies on country and sector level. In this chapter, we also present a completely new empirical analysis of the effects of innovation. This was necessary in order to fill in a gap in the existing literature. Part 3 also contains policy recommendations based on the findings in the report. | innovation, public sector, economic impact, value | https://www.ks.no/contentassets/d49e71c0fbd14380a807b58e41d89a6f/innovasjon-i-offentlig-sektor.pdf |
| Public Service Value Co-Creation | Hammerl, Barbara; Berkhout, Remko & Oswald, Elizabeth | Open-Innovation- und LivingLab-Ansätze in der Praxis der Stadtentwicklung – Herausforderungen, Dilemmas und Chancen | REAL CORP 2016. | 2016 | The challenges for Europe's cities are complex and diverse. The degree of urbanization, también the proportion of city dwellers in the total population, was in the EU average in 2014 at 75%, in Austria at just under 66%. Most forecasts assume that the trend of rural depopulation will continue. Teniente Statistik Austria, the population in the Austrian provincial capitals increased on average by 7.4% between 2003 and 2013, with Eisenstadt (14.1%), Graz (12.9%) and Vienna (9.3%) showing the strongest growth. The first noticeable effects are rising real estate prices, congestion, an increasing shortage of green space and attractive public space, air pollution, social tensions and rising urban costs. Given the urgency and complexity of urban challenges, it must be clear that "business as usual" will not solve these problems and that new social practices and governance systems will be needed to improve the quality of life in Europe's urban rulers which no longer reflect the physical, social, economic and cultural reality, makes transport planning and the provision of coordinated public transport services more difficult Another example concerns sectoral thinking and action at the administrative level, which is slowly beginning to emerge and makes way for integrative and cooperative planning processes. Citizens are in many cases virtually excluded from political decision-making processes that affect their immediate living environment in their neighborhood. They are usually not asked how a space should be designed, what would move them to a switch to public transport or how the vacancy in the ground floor areas could be reduced. Civic participation is too often regarded by politics, administration and the economy as a chore, and sometimes prevented by the argument that "always only the critics, no-sayers and bad-makers participate" (which may sometimes be quite true). The conclusion must not be less participation. On the contrary, it must be possible to develop low-threshold and attractive participation offers that incorporate the many constructive ideas, solutions and local knowledge of local people and companies. New solutions do not come about because the same experts are always sitting together with the same attitudes and procedures, but new ideas emerge at the edges of the system and through external impulses. It therefore makes sense to look more closely at involvement and cooperation in urban development from the point of view of innovation processes in order to support the necessary social transformation and the transformation process towards sustainable cities. | cooperative urban development, open innovation, urban challenges, casestudy, smart city | https://repository.corp.at/106/ |
| Public Service Value Co-Creation | Hesseldal, L. & Kayser, L. | Healthcare innovation—The epital: A living lab in the intersection between the informal and formal structures. | QSR | 2016 | This study explores an alternative healthcare innovation project in its making using ethnographic research methods. The project is a confined space-a living lab-that cannot fully be described or explained in the same way we normally understand set-ups for healthcare innovation. By creating its own space, in the intersection between formal and informal structures, it draws our attention to a new way of organizing healthcare innovation. Taking an ethnographic research approach, it is suggested how a concept of a bubble can be used to describe the nature of the living lab as a partial and flexible object that constitutes multiple future possibilities. The concept of the bubble challenges the notion of the living lab as a cheese bell, which is the term used by the field participants, inspired by Clayton Christensen. Bringing in theoretical points from Bruno Latour regarding laboratories, this study explores the materiality of the laboratory and its political nature. The study contributes to the debate on innovation in healthcare and especially fuses to the discussion of how to organize healthcare innovation. It argues that we need to pay attention to new kinds of living labs-like the one introduced in this study. | Living labs, innovation, healthcare, "bubble" | https://www.researchgate.net/publication/301918558_Healthcare_innovation_-_The_Epital_A_living_lab_in_the_intersection_between_the_informal_and_formal_structures |
| Public Service Value Co-Creation | Leminen, S., Nyström, A., Westerlund, M. & Kortelainen,M. J. | The effect of network structure on radical innovation in living labs | Journal of Business & Industrial Marketing | 2016 | This study aims to focus on living labs as a means of achieving radical innovation by discussing the differences in their network structure and its effect on the type of innovation outcome. Design/methodology/approach This research analyses 24 living labs in four countries using qualitative methods. Findings A specific network structure referred to as a distributed multiplex supports radical innovation in living labs, while distributed and centralized network structures support incremental innovations. Also, the results suggest that radical innovation depends on the driving actor and objectives in a living lab. Research limitations/implications A bias on the perceived novelty of innovation may exist when analyzing data collected through interviews with a limited number of living lab participants compared to a large number of informants. This study proposes a two-dimensional framework based on the network structure to investigate innovation in living labs. Practical implications This paper offers a classification tool to identify, categorize and make sense of organizations’ participation in open innovation networks and in living labs. Originality/value The study provides evidence that, although the distributed multiplex network structure supports the emergence of radical innovations, the distributed and centralized network structures support incremental innovation. A combination of a provider- or utilizer-driven living lab and a distributed multiplex network structure, with a clearly defined and future-oriented strategic objective, offers good potential for radical innovation to occur. | Incremental innovation, Open innovation, radical innovation, Business network, Living lab | https://www.emerald.com/insight/content/doi/10.1108/JBIM-10-2012-0179/full/html |
| Public Service Value Co-Creation | Mager, B. | Service design impact report: public sector | Service Design Network | 2016 | The Service Design Impact Report gives a broad overview on service design driven activities in governments and public service organisations all over the world. The report shows how strong the role of design in the public sector has become and how impactful it can be. At the same time it gives insights in many opportunities yet to exploit. | service design, impact, public sector | https://www.service-design-network.org/books-and-reports/impact-report-public-sector |
| Public Service Value Co-Creation | Nimegeer, A., Farmer, J., Munoz, S. A., & Currie, M. | Community participation for rural healthcare design: description and critique of a method | Health & Social Care in the Community | 2016 | This paper outlines a community participation process that was developed to engage rural community stakeholders in designing new health services. The paper explains what led up to the process and provides critique around applying the process for other health services and in other communities. Internationally, community participation is widely invoked, but it is only broadly explained in the literature, other than reviews of outcomes or descriptions of problems. This paper provides an actual process, derived from iterative research, that others could use, but explains caveats in the method and its application. From developing this method of community participation for service design, we conclude that rather than being a benign and inherently 'good thing', community participation is a process into which health services managers and communities should enter cautiously. Stronger parameters around desirable outcomes and awareness of potential pitfalls in the process are important to address. | community participation; outcomes; primary healthcare; rural health; service delivery models; service design | https://www.ncbi.nlm.nih.gov/pubmed/25684597 |
| Public Service Value Co-Creation | Osborne, S.P., Radnor, Z. and Strokosch, K. | Co-production and the co-creation of value in public service: a suitable case for treatment? | Public Management Review | 2016 | Co-production is currently one of cornerstones of public policy reform across the globe. Inter alia, it is articulated as a valuable route to public service reform and to the planning and delivery of effective public services, a response to the democratic deficit and a route to active citizenship and active communities, and as a means by which to lever in additional resources to public service delivery. Despite these varied roles, co-production is actually poorly formulated and has become one of a series of ‘woolly-words’ in public policy. This paper presents a conceptualization of co-production that is theoretically rooted in both public management and service management theory. It argues that this is a robust starting point for the evolution of new research and knowledge about co-production and for the development of evidence-based public policymaking and implementation. | co-production, public services reform, active citizens, active communities, public service-dominant logic, co-creation, public value | http://openaccess.city.ac.uk/id/eprint/20623/ |
| Public Service Value Co-Creation | Powell, W. W., Oberg, A., Korff, V. P., Oelberger, C., & Kloos, K. | Institutional analysis in a digital era: Mechanisms and methods to understand emerging fields. | In 'New themes in institutional analysis: Topics and issues from European research'; Cheltenham, UK: Edward Elgar. | 2016 | Walter Powell, Achim Oberg, Valeska Korff, Carrie Oelberger and Karina Kloos deal with the processes and mechanisms of organizational change and field transformation. On the one hand, this is a classical topic of neo-institutional theory and research, and the authors make use of an impressive array of knowledge from previous studies here. On the other hand, and based on that ‘intellectual history’ as the authors call it, they conduct a highly innovative study by focusing on new organizational forms and field transformation in the nonprofit sector. To underline innovativeness, the authors have developed a web crawler in order to determine change by analyzing organizations’ websites and their references to other organizations through hyperlinks. By doing so, they identify the diversity and dynamics of organizational fields whose boundaries are becoming increasingly porous. | organizational change, institutional theory, non-profit sector | https://www.elgaronline.com/view/edcoll/9781784716868/9781784716868.00016.xml |
| Public Service Value Co-Creation | Schliwa, G. & McCormick, K. | Living labs - Users, citizens and transitions. | In 'EXPERIMENTAL CITY', Book Series: Routledge Research in Sustainable Urbanism | 2016 | Real-life environments have been used and framed as natural laboratories in which to study and develop new knowledge and understandings of human behaviour since the start of the last century (if not before). Likewise, urban researchers have been studying the phenomenon of urban experimentation for a long time (Bulkeley and Castán Broto 2013; Karvonen et al. 2014). Over the last decade, the city has been increasingly cast as a laboratory for the study of sustainable development (Evans and Karvonen 2011). In particular, an increasing number of institutions call themselves a ‘living lab’, demonstrating the level of interest in this concept from many different stakeholders, such as universities, science parks, business and local governments. Living labs have an appeal as they can suggest rigour and innovation, and in some instances become almost a model for urban development (Evans and Karvonen 2014). | cities, sustainability, innovation | https://portal.research.lu.se/portal/en/publications/living-labs-users-citizens-and-transitions(dd433415-5d8a-4879-b8ac-b45e557ee8fe)/export.html |
| Public Service Value Co-Creation | Sicilia M., Guarini E., Sancino A., Andreani M. and Ruffini R. | Public services management and co-production in multi-level governance settings | International Review of Administrative Sciences | 2016 | From a normative stance, co-production has been recommended at all stages of the public service cycle. However, previous empirical studies on co-production have neglected the question of how to make this happen. Moreover, little attention has been paid to how co-production might occur in multi-level governance settings. The aim of this article is to fill these gaps, identifying triggers and organizational and managerial issues that could support the adoption of co-production in multi-level governance settings. The empirical analysis is based on a case study of services for autistic children. The findings highlight that co-production was prompted by inter-organizational arrangements and that trust-building among the actors played a pivotal role in nurturing a co-production approach. | co-production, inter-organizational collaboration, managerial skills, multi-level governance, public service management | https://journals.sagepub.com/doi/full/10.1177/0020852314566008 |
| Public Service Value Co-Creation | Sicilia M., Guarini E., Sancino A., Andreani M. and Ruffini R. | Public services management and co-production in multi-level governance settings | International Review of Administrative Sciences | 2016 | From a normative stance, co-production has been recommended at all stages of the public service cycle. However, previous empirical studies on co-production have neglected the question of how to make this happen. Moreover, little attention has been paid to how co-production might occur in multi-level governance settings. The aim of this article is to fill these gaps, identifying triggers and organizational and managerial issues that could support the adoption of co-production in multi-level governance settings. The empirical analysis is based on a case study of services for autistic children. The findings highlight that co-production was prompted by inter-organizational arrangements and that trust-building among the actors played a pivotal role in nurturing a co-production approach. | co-production, inter-organizational collaboration, managerial skills, multi-level governance, public service management | https://journals.sagepub.com/doi/full/10.1177/0020852314566008 |
| Public Service Value Co-Creation | Siddiquee N.A. | E-government and transformation of service delivery in developing countries: The Bangladesh experience and lessons. | Transforming Government: People, Process and Policy | 2016 | Since 2009, e-government has been high on governmental agenda in Bangladesh. Seen as a vehicle for improving governance and service delivery, it is also presented as a key to fighting poverty and achieving the millennium development goals. Thus, the goals of e-government remain broad and ambitious. Can a developing country such as Bangladesh realize its e-government vision? The purpose of this paper is to explore this and other related questions seeking to draw lessons that the Bangladesh experience may offer. The paper draws primarily on secondary information, complemented by primary data gathered from various sources. In addition to an extensive review of secondary sources, necessary information was derived from websites of relevant government departments/agencies and through interviews and conversations with selected government officials having intimate knowledge on e-government projects at the field and local levels. The paper demonstrates the ways in which various e-initiatives have transformed traditional administrative systems and practices, notwithstanding the nation’s limited overall e-development. It also shows how e-innovations have helped tackle some complex challenges, thereby adding to convenience and benefits to service users. A major conclusion of the paper is that although e-government is yet to make a breakthrough in governance and service delivery, it has set the wheels of change in motion. E-government must be seen as a long term project, it must attract high-level political support and it requires fruitful collaboration between the public, private and non-governmental actors. This paper adds to the limited knowledge in the field. Lessons learned from the Bangladesh experience have much relevance to other developing countries with similar socioeconomic circumstances. The policymakers and practitioners are expected to benefit from the insights of the paper. | service delivery, e-government, digital Bangladesh, maturity model, union digital centre | https://doi.org/10.1108/TG-09-2015-39 |
| Public Service Value Co-Creation | Trischler J, Scott DR | Designing public services: the usefulness of three service design methods for identifying user experiences | Public Management Review 18 | 2016 | This article examines the use of three service design methods in exploring complex public service systems. The methods used were the persona technique, mapping techniques in collaborative design workshops, and observations supplemented by group discussions. In their application to a university service, it was found that through their user-centred and collaborative approach, the service design methods assisted in the analysis of user experiences, including critical incidents, within the service system. It was also identified that user co-production formed the core of the service system and its processes, which highlights the need to actively involve users in public service design projects. | Service design, public service systems, public service-dominant logic, service mapping, co-production | https://www.tandfonline.com/doi/abs/10.1080/14719037.2015.1028017 |
| Public Service Value Co-Creation | Agger A. and Hedensted Lund D. | Collaborative Innovation in the Public Sector – New Perspectives on the Role of Citizens? | Scandinavian Journal of Public Administration | 2017 | Collaborative innovation in the public sector is increasingly being used as a potential strategy for balancing citizens rising expectations to public services and limited public resources. The article claims that public polices construct citizens, as clients, consumers, or co –producers and thereby encourage or discourage certain behaviours with different potential contributions to innovation. The article conceptualize a new role that of citizens’ as co-innovators and offers an analytical model that can be used in future studies of how public managers can act as civic enablers by creating different opportunity spaces for creating public innovation according to the applied citizen role. | citizen participation, clients, consumers, co-producers, co-innovators | http://130.241.16.45/ojs/index.php/sjpa/article/viewFile/3398/3183 |
| Public Service Value Co-Creation | Askheim, O.P., Christensen, K., Fluge, S., Guldvik, I. | User participation in the Norwegian welfare context: an analysis of policy discourses | Journal of Social Policy | 2017 | This article argues that the social construction of user participation policies includes both differences and similarities regarding three user groups: older people, disabled people and people with mental health problems. The article is based on a historical discourse analysis of national documents in Norway. It points at a democracy/social rights discourse, based on the idea of social citizenship, as a common and historically stable discourse for all three user groups and relates this to the specific characteristics of Norwegian welfare policies. A contrasting consumer discourse, stressing users’ consumer role and related to the impact of New Public Management reforms, is only evident in the case of older people and from the 1990s. A coproduction/co-partnering discourse, stressing user/professional-partnership, is evident in the current policies directed at older people and those with mental health problems. Both the consumer and co-production discourse remain marginal in the case of disabled people. | participation, policy, democracy/consumer discourse | https://www.uib.no/sites/w3.uib.no/files/attachments/artikkel.pdf |
| Public Service Value Co-Creation | Dietrich, T., Trischler, J., Schuster, L., & Rundle-Thiele, S. | Co-designing services with vulnerable consumers | Journal of Service Theory and Practice, 27(3) | 2017 | The purpose of this paper is to investigate how vulnerable consumers can be involved in transformative service design and how this approach may enhance the design of such services. The study also analyzes how co-design with vulnerable consumers differs from existing user involvement processes with the purpose of developing a co-design framework. | Co-design, User involvement, Co-design framework, Transformative service research, Vulnerable consumers | https://www.emerald.com/insight/content/doi/10.1108/JSTP-02-2016-0036/full/html |
| Public Service Value Co-Creation | Dietrich, T., Trischler, J., Schuster, L., Rundle-Thiele, S. | Co-designing services with vulnerable consumers | Journal of Service Theory and Practice | 2017 | The purpose of this paper is to investigate how vulnerable consumers can be involved in transformative service design and how this approach may enhance the design of such services. The study also analyzes how co-design with vulnerable consumers differs from existing user involvement processes with the purpose of developing a co-design framework. Design/methodology/approach: A case study approach was employed, with six high schools in Australia identified as sites to conduct co-design sessions for a school-based alcohol education program. Adolescents were invited to review and (re)design an existing alcohol education program. Findings: The study indicates that co-design with vulnerable consumers cannot be approached in the same way as conventional user involvement processes. Based on the insights generated from six co-design sessions as well as the examination of user involvement and co-design literature, the authors propose a six-step co-design framework. The six steps comprise resourcing, planning, recruiting, sensitizing, facilitation and evaluation. Research limitations/implications: The co-design framework illustrates important differences to conventional user involvement processes. However, the generalizability of the research findings is limited to a specific study setting and a narrowly defined sample. Future research in a different setting is needed to further validate the presented findings. Practical implications: For service design practice, this study provides guidelines on how co-design activities with vulnerable consumers can be effectively resourced, planned, recruited, sensitized, facilitated and evaluated. The framework outlines how co-design may be applied so that vulnerable consumers can become empowered participants during the design process. Originality/value: This research contributes to the knowledge in transformative service research – a priority in service research – and service design by extending the boundaries of our understanding of processes and tools for the involvement of vulnerable consumers in transformative service design. | co-design, user involvement, co-design framework, transformative service research, vulnerable consumers. | https://www.researchgate.net/publication/315508062_Co-designing_services_with_vulnerable_consumers |
| Public Service Value Co-Creation | Gatta, V. Marcucci, E. & Le Pira, M. | Smart urban freight planning process: integrating desk, living lab and modelling approaches in decision-making | Eur. Transp. Res | 2017 | This paper proposes an innovative approach to decision-making processes for urban freight planning that could easily be transferred across cities while capable of jointly taking into account: (1) all the conceivable and updated urban freight transport (UFT) measures that should apply to the specific city culture, structure and evolution, (2) all the relevant stakeholders and successfully involve them from the beginning, (3) behavioural, technical, operational, organisational and financial issues. | decision- making, urban freight planning, living labs | https://link.springer.com/article/10.1007/s12544-017-0245-9 |
| Public Service Value Co-Creation | Government of Canada. | Budget 2017: Building a strong middle class - chapter 1 - skills, innovation and middle class jobs: Canadian digital services. | Ministry of Finance. (Ottawa, Canada). | 2017 | Budget 2017 comes at a time of tremendous change and opportunity. All around the world, people are embracing innovation and the opportunities it brings—opportunities to rethink everything from how we manage the demands of work, to how we build our cities, to how we grow our economy. For Canadians, innovation is nothing new. For the past 150 years, Canada has tapped into the creativity and ingenuity of its people to solve problems. Some Canadian inventions, like the electric oven, improve our lives; others, such as insulin and the artificial pacemaker, can help to save lives. Women and men across the country continue to dream, invent, test and bring to market products that are changing the world. Canada’s spirit of innovation created the industries and jobs that gave rise to Canada’s middle class. That same sense of curiosity and creativity will fuel the innovations that strengthen and grow the middle class for years to come. With those innovations will come opportunities—a real and fair chance to build better lives for ourselves and for our children. At the same time, technological change can also create anxiety—among workers who worry if their jobs will disappear due to automation, and among parents who watch their children interact with the world using devices and platforms that didn’t exist just a decade or two ago. To make the most of these opportunities, and to offer reassurance and real help to those who worry about being left behind, we need to equip Canada’s current and future workers with the tools they will need to succeed in the new economy. That includes making sure that every Canadian can get the training they need to find and keep good, well-paying jobs. At the same time, there is growing competition from other countries around the world that are eager to make their own mark as innovators. It’s time for our country to prosper from the hard work and ingenuity of Canadians. Canada’s new Innovation and Skills Plan is the plan to get there. | budget, Canada, innovation, technology, change | https://www.budget.gc.ca/2017/docs/plan/chap-01-en.html |
| Public Service Value Co-Creation | Huybrechts, L., Benesch, H., & Geib, J. | Institutioning: Participatory Design, Co-Design and the public realm. | CoDesign International Journal of CoCreation in Design and the Arts. Volume 13, 2017 - Issue 3 | 2017 | In this introductory article to the special issue ‘Co-Design and the public realm’, we discuss a common interest in how meso- and macro-political institutional contexts frame and are informed by Participatory Design (PD) and Co-Design processes. We argue that a unilateral focus within PD and Co-Design on the micro-political scale of fieldwork obscures interactivity with institutional framing processes, undermining their potential as sites of critique and political change. Our argument is drawn from a study of literature on the role of institutions in relation to PD and the public realm and our experience as participants in an EU-funded research project. The case study descriptions unpack how various institutional frames inform PD processes and how, conversely, PD processes inform various institutional frames: metacultural frames, institutional action frames and policy frames. To highlight the move to engaging with and creating new institutions, we introduce the notion of institutioning. | Co-Design, Participatory Design, institutioning, public realm, politics | https://www.tandfonline.com/doi/abs/10.1080/15710882.2017.1355006?journalCode=ncdn20 |
| Public Service Value Co-Creation | Jun, K.N., and Bryer, T. | Facilitating public participation in Local Governments in hard times | American Review of Public Administration | 2017 | In the wake of the economic crisis in 2007, many municipal governments faced a variety of financial challenges. Scholars and practitioners call for citizen participation in various parts of government; however, it is unclear how efforts to engage the public can be sustained when municipalities undergo tough financial times. This research explores the impact of internal and external factors—(a) impact of financial crisis, (b) environmental and organizational complexity, and (c) administrative decentralization—on whether citizens are given the opportunity and resources to be involved in decision-making. Findings suggest that, despite their concerns for the diminishing fiscal capacity, local governments provide supportive institutional arrangements that may encourage public participation. Organizational complexity in local government also has a positive impact on facilitating public involvement and providing resource. Finally, the analyses indicate mixed findings for environmental complexity faced by local jurisdictions. | public participation, Great Recession, fiscal capacity, complexity | https://journals.sagepub.com/doi/abs/10.1177/0275074016643587?journalCode=arpb |
| Public Service Value Co-Creation | Leminen, S., Rajahonka, M. & Westerlund, M. | Towards third-generation living lab networks in cities | Technology Innovation Management Review | 2017 | Many cities engage in diverse experimentation, innovation, and development activities with a broad variety of environments and stakeholders to the benefit of citizens, companies, municipalities, and other organizations. Hence, this article discusses such engagement in terms of next-generation living lab networks in the city context. In so doing, the study contributes to the discussion on living labs by introducing a framework of collaborative innovation networks in cities and suggesting a typology of third-generation living labs. Our framework is characterized by diverse platforms and participation approaches, resulting in four distinctive modes of collaborative innovation networks where the city is: i) a provider, ii) a neighbourhood participator, iii) a catalyst, or iv) a rapid experimenter. The typology is based on an analysis of 118 interviews with participants in six Finnish cities and reveals various ways to organize innovation activities in the city context. In particular, cities can benefit from innovation networks by simultaneously exploiting multiple platforms such as living labs for innovation. We conclude by discussing implications to theory and practice, and suggesting directions for future research. | Living labs, innovation, networks, context, cities | https://timreview.ca/article/1118 |
| Public Service Value Co-Creation | Nabatchi, T., Sancino, A., & Sicilia, M. | Varieties of participation in public services: The who, when, and what of coproduction | Public Administration Review | 2017 | Despite an international resurgence of interest in coproduction, confusion about the concept remains. This article attempts to make sense of the disparate literature and clarify the concept of coproduction in public administration. Based on some definitional distinctions and considerations about who is involved in coproduction, when in the service cycle it occurs, and what is generated in the process, the article offers and develops a typology of coproduction that includes three levels (individual, group, collective) and four phases (commissioning, design, delivery, assessment). The levels, phases, and typology as a whole are illustrated with several examples. The article concludes with a discussion of implications for research and practice. | co-production, typology, public administration, public services, participation | https://onlinelibrary.wiley.com/doi/abs/10.1111/puar.12765 |
| Public Service Value Co-Creation | Nesti, G. | Living Labs: A new tool for co-production? | In 'Smart and sustainable planning for cities and regions', Cham: Springer. | 2017 | Living Labs are places for real-life test and experimentation where users and experts co-create innovative products and services through an ICT-based collaboration. Founded in the context of private firms, LLs evolved into a policy tool implemented to facilitate service innovation also in the public sector. Furthermore, due to their strong focus on user participation, LLs are now increasingly central in the smart-city strategy of various municipalities such as Barcelona, Helsinki, Tallinn and Birmingham. Citizen creativity, in fact, is an integral part of smart cities and the ‘laboratory dimension’ perfectly fits with this new approach to urban development. Namely, the transformation of the city into a living lab is aimed at supporting the process of policy innovation at the municipal level through local empowerment and the promotion of partnership among enterprises, public administration and citizens. In this respect, LLs can be viewed as a new form of co-production that is a process through which citizens participate in the design and creation of products or services that are less expensive and better tailored to citizens’ needs. Drawing on data related to 59 LLs listed in the database of the European Network of LLs, the paper is aimed at describing the main characteristics of LLs and at examining their strengths and weaknesses as co-production tools. | Living labs, Co-production, Open innovation, Citizen participation, Smart cities | https://link.springer.com/chapter/10.1007/978-3-319-44899-2_16 |
| Public Service Value Co-Creation | Osborne, S. P. | Public management research over the decades: What are we writing about? | Public Management Review | 2017 | Editorial essay | public management | https://www.tandfonline.com/doi/full/10.1080/14719037.2016.1252142 |
| Public Service Value Co-Creation | O'Toole, L. J., & Meier, K. J. | Comparative public management: A framework for analysis. | In 'Comparative public management'; Washington, DC: Georgetown University Press. | 2017 | After introducing the innovative framework, the book offers seven empirical chapters—cases from seven countries and a range of policy areas (health, education, taxation, and local governance)—that show how management affects performance in different contexts. | public management, framework | https://research.utwente.nl/en/publications/comparative-public-management-a-framework-for-analysis |
| Public Service Value Co-Creation | Özdirlik, B., & Pallez, F. | Au nom de l’usager: co-concevoir la relation au public dans une mairie | Sciences du Design | 2017 | The relationship with users and the improvement of this relationship are much-studied topics within the realm of public action. Different ways of transforming service relationships have been explored over the last twenty-five years and, recently, the co-designing of public services has been presented as the solution. One of these approaches, “public innovation through design,” promises to give users a central role within the design process. Who are these users, and how are they represented within this process? How can we qualify the results of this process as innovations? Through the analysis of a case study, we show that users are mostly absent from these processes and that the focus is on situations of use. Additionally, these situations of use are not necessarily a result of the field study. The most innovative projects propose novel situations of use with new types of users. Does this mean that “real” users would be obstacles to public innovation? | public service, design, user, co-design, innovation | https://www.cairn.info/revue-sciences-du-design-2017-1-page-69.htm |
| Public Service Value Co-Creation | Piotrowski, S.J. | The 'Open Government Reform Movement: the case of the Open Government Partnership and US transparency policies | American Review of Public Administration | 2017 | Open government initiatives, which include not only transparency but also participation and collaboration policies, have become a major administrative reform. As such, these initiatives are gaining cohesiveness in literature. President Obama supported open government through a range of policies including the Open Government Partnership (OGP), a multinational initiative. The OGP requires member organizations to develop open government national action plans, which are used as the basis for my analysis. To frame this paper, I use and expand upon David Heald’s directions and varieties of transparency framework. A content analysis of the 62 commitments in the US Second Open Government National Action Plan was conducted. The analysis provides two findings of note: First, the traditional view of transparency was indeed the most prevalent in the policies proposed. In that respect, not much has changed, even with the OGP’s emphasis on a range of approaches. Second, openness among and between agencies played a larger than expected role. While the OGP pushed an array of administrative reforms, the initiative had limited impact on the type of policies that were proposed and enacted. In sum, the OGP is an administrative reform that was launched with great fanfare, but limited influence in the US context. More research needs to be conducted to determine if the “open government reform” movement as a whole suffers from such problems in implementation. | open government reform, transparency, Open Government Partnership, federal agencies | https://journals.sagepub.com/doi/abs/10.1177/0275074016676575 |
| Public Service Value Co-Creation | Roy, J. | Digital government and service delivery: An examination of performance and prospects | Canadian Public Administration-Administration Publique Du Canada | 2017 | Since the emergence of electronic or digital government two decades ago, the delivery of public services online has been a centrepiece in efforts to leverage the Internet and improve the performance of the public sector. Prodded by comparisons to banks and online retailers, governments at all levels have been enticed by the dramatically lower costs of a transaction online versus one involving mail, a telephone call centre, or in‐person service facility. Yet such comparators have also masked a much more complicated story for public sector service innovation and delivery reform. The recent advent of mobility further complicates this landscape since the term can be interpreted in one of two (partially related) manners: first, as a newer online channel via mobile devices that accentuates the search for efficiency as integration; and second, as a basis for more participative public engagement in the governance of service design and delivery. Drawing upon three inter‐related typologies of public sector governance (traditional public administration, new public management, and public value management), this article examines the evolution of a partially digitized sector service architecture, its mixed performance to date, and the challenges ahead. Specific attention is devoted to the Liberal Government's initial sign posts as well as the increasingly pressing inter‐governmental dimensions to more digitized service delivery. | e-government, public services, public value, management, integration | https://onlinelibrary.wiley.com/doi/full/10.1111/capa.12231 |
| Public Service Value Co-Creation | Suopajarvi, T. | Knowledge-making on "ageing in a smart city' as socio-material power dynamics of participatory action research | Action Research | 2017 | This article investigates participatory action research workshops from the perspective of feminist new materialism by asking, how we came to know ageing in the smart city of Oulu in northern Finland through collaborative workshops which aimed to include seniors into public service design. The most meaningful socio-material components in this knowledge-making are argued to be the shifts in social power relations, particular spatial and material practices, and the participant assemblage. These components intra-act transferring our understanding on ageing: ageing becomes a creative state where the seniors are included in the problem-solving instead of being citizens to be looked after, and thus being merely a socio-economic problem. The power dynamics are essential in participatory action research, therefore, the accountability of all agents should be carefully analysed to understand the impacts of epistemology both in design and social change. | Participatory action research, feminist new materialism, ethnography, cultural anthropology, ageing, smart city | https://journals.sagepub.com/doi/abs/10.1177/1476750316655385 |
| Public Service Value Co-Creation | Thomsen, M.K. | Citizen co-production: the influence of self-efficacy perception and knowledge of how to co-produce | American Review of Public Administration | 2017 | Citizen coproduction, that is, citizens’ input to the provision of public services, holds great potential to improve services provided to citizens. It is therefore important to understand why some citizens are more likely to coproduce than others. Citizens’ skills and knowledge to coproduce are argued to be crucial for their contribution to coproduction, but research on this topic is sparse. Building on coproduction theory supplemented with theoretical insights from social psychology theory, the main contribution of this study is to develop theoretical arguments that describe how self-efficacy perception may moderate the influence of knowledge of how to coproduce on citizen coproduction undertaken by individual citizens. A large-N study in the field of education is used to examine this relation. | coproduction, knowledge and self-efficacy | https://journals.sagepub.com/doi/abs/10.1177/0275074015611744?journalCode=arpb |
| Public Service Value Co-Creation | Torfing J, Ansell C. | Strengthening political leadership and policy innovation through the expansion of collaborative forms of governance | Public Management Review 19 | 2017 | This article explores how political leadership and policy innovation can be enhanced through collaborative governance. The main findings are that while wicked and unruly problems create an urgent need for policy innovation, politicians are badly positioned to initiate, drive and lead this innovation. They are either locked into a dependency on policy advice from senior civil servants or locked out of more inclusive policy networks. In either case, they are insulated from fresh ideas and ultimately reduced to ‘policy-takers’ with limited engagement in policy innovation. Collaborative policy innovation offers a solution to these limitations. | Collaborative governance, policy innovation, political leadership, public policy. | https://www.tandfonline.com/doi/abs/10.1080/14719037.2016.1200662 |
| Public Service Value Co-Creation | Andersen LL, Espersen HH, Kobro LU, Kristensen K, Skar C, Iversen H | Demokratisk innovasjon - Teorier og modeller for samskapende social innovasjon i norske kommuner | Høgskolen i Sørøst-Norge. Senter for sosialt entreprenørskap og samskapende sosial innovasjon. Porsgrunn, 2018 | 2018 | Summary: "Models for co-creation and innovation" is a R&D project under the auspices of KS, which during 2017 will develop and implement models and tools for co-creation. The project is carried out by the University College of Southeast Norway at the Center for Social Entrepreneurship and Co-operative Social Innovation - SESAM in collaboration with SoCentral in Norway and KORA and RU in Denmark. In the project, they will develop and implement models and tools for co-ordination between different sectors. In this project, this means municipalities, social entrepreneurs, the voluntary sector and other relevant actors locally. The models will assess organizational, legal, financial, political and cultural issues. Five Norwegian and one Danish collaboration between municipalities and social entrepreneurs are included as cases in the project. These participate actively in the development, implementation and testing of models and tools along the way. A research report is also included. | co-creation, innovation, social innovation | https://rucforsk.ruc.dk/ws/portalfiles/portal/63514913/Demokratisk_innovasjon_samskabelse_KS_Norge_2018.pdf |
| Public Service Value Co-Creation | Baek, S., & Kim, S. | Participatory Public Service Design by Gov.3.0 Design Group | Sustainability | 2018 | Citizen satisfaction levels with public service have become a key indicator in evaluating a nation’s policy capability; as such, it has become important to realize citizen-centered public service that enhances the satisfaction of citizens. Governments need to adopt new and creative methods to respond to changes and redefine the conditions of their policy processes. This study reviews the effectiveness of utilizing open innovation by design thinking for policy processes, and aims to detail the conditions for a policy process geared towards citizen-centered public service. The study reviews open innovation as a means of overcoming the insular tendencies of organizations, and also reviews the advantages of design thinking in identifying the diversified needs of citizens and coordinating their interests. Based on those, we conducted a case study and applied open innovation by design thinking for policy processes. The results revealed that key conditions include cooperation among designers, the diversification of communication channels between internal and external organizations, the joining of citizen experiences, repeated verification of citizen needs, and visualization of the whole progression. Such conditions are principal factors that contribute to citizen orientation and participation, and are expected to play a conducive role in the realization of citizen-centered public service in the future. | participatory policy; citizen-centered; citizen participation; citizen orientation | https://doi.org/10.3390/su10010245 |
| Public Service Value Co-Creation | Djellal F. and Gallouj F. | Fifteen challenges for service innovation studies | In 'A Research Agenda for Service Innovation'; Edward Elgar Publishers | 2018 | This chapter is broadly organized into five sections. In the first, we outline the 15 main advances achieved in the SIS field over the past two decades, which fall into two distinct but linked groups: on the one hand, advances in theoretical conceptions, and, on the other, advances in innovation modes and institutional arrangements. In the next three sections, we examine the 15 main challenges that could structure our research agendas over the next decade, distinguishing between societal challenges (Section 1.2), organizational and structural challenges (Section 1.3) and methodological and didactic challenges (Section 1.4). Lastly, Section 1.5 is devoted to the conclusion, along with a short presentation of the contents of this book. | service innovation studies, challenges, advances, conceptions | https://www.elgaronline.com/view/edcoll/9781786433442/9781786433442.00005.xml |
| Public Service Value Co-Creation | Følstad, A., & Kvale, K. | Customer journeys: a systematic literature review | Journal of Service Theory and Practice | 2018 | Purpose Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing. Design/methodology/approach The study was conducted as a systematic literature review. Searches in Google Scholar, Scopus, Web of Knowledge, ACM Digital Library, and ScienceDirect identified 45 papers for the analysis. The papers were analyzed with respect to customer journey terminology and approaches, the relation to customer experience, the referenced background, and the use of visualizations. Findings Across the reviewed literature, customer journeys are described not only as a means to take the viewpoint of the customer, but also to reach insight into their experiences. A rich and at times incoherent customer journey terminology is analyzed and discussed, as are two emerging customer journey approaches: customer journey mapping (analysis of a service process “as is”) and customer journey proposition (generative activities leading toward a possible service “to be”). Research limitations/implications The review is limited to analyzing and making claims on research papers that explicitly apply the term customer journey. In most of the reviewed papers, customer journeys are not the main object of interest but are discussed as one of several topics. Practical implications A nuanced discussion of customer journey terminology and approaches is provided, supporting the practical application of a customer journey perspective. Originality/value The review contributes a needed common basis for future customer journey research and practice. | literature review, service design; service management; customer journey | https://www.researchgate.net/publication/323017267_Customer_journeys_a_systematic_literature_review |
| Public Service Value Co-Creation | NESTA, European Innovation Scoreboard 2018 | Exploratory report B: Toward the incorporation of big data in the European Innovation Scoreboard | NESTA, European Innovation Scoreboard 2018 | 2018 | This exploratory paper presents the results of an analysis of the opportunities and challenges for incorporating Big data into the European Innovation Scoreboard (EIS). These results are presented in three sections: 1) Rerview of the state-of-the-art, 2) Strategies to integrate Big data into R&I policy, and 3) Five pilots with real policy questions and data to test the framework and assess opportunities and challenges. | EIS, big data, policy, challenges, opportunities | https://kstathou.github.io/files/eis-exploratory-big-data-indicators-2018.pdf |
| Public Service Value Co-Creation | Osborne S. | From public service-dominant logic to public service logic: are public service organizations capable of co-production and value co-creation? | Public Management Review | 2018 | The original genesis of the term PSDL had two roots. On the one hand, it stressed the service-dominant, as opposed to product-dominant, nature of public services and their delivery (hence the connecting hyphen between ‘service’ and ‘dominant’). This emphasized both their intangible and process-based nature, and the role of the user as the co-producer of a service and the co-creator of its value, The necessity for this explicit articulation of ‘public-services-as-services’ has lessened over the past five years, as the critique and framework presented by PSDL has become more central to public management theory and practice. Second, it acknowledged an explicit link to the work of Lusch & Vargo (2006, 2014) in their development of service dominant logic (SDL) in the service management literature – and particularly to their discussion of value co-creation in service delivery. However, as PSDL has evolved within the public management literature (e.g. Radnor et al. 2014; Hardyman, Daunt, and Kitchner; Alford, 2016) its links to SDL have become less clear-cut for two reasons, discussed here. | service dominant logic, public services, value co-creation, co-production, public management | https://www.tandfonline.com/doi/full/10.1080/14719037.2017.1350461 |
| Public Service Value Co-Creation | Sorensen, E. and Torfing, J. | The democratizing impact of governance networks: from pluralisation, via democratic anchorage, to interactive political leadership | Public Administration | 2018 | Initially, governance networks were intended as tools for making public governance more effective. Yet, scholars have argued that governance networks also have the potential to democratize public governance. This article provides an overview of theoretical arguments pertaining to the democratizing impact of governance networks. It claims that the initial celebration of the pluralization of public governance and the subsequent call for a democratic anchorage of governance networks should give way to a new concern for how governance networks can strengthen and democratize political leadership. Tying political leadership to networked processes of collaborative governance fosters ‘interactive political leadership’. The article presents theoretical arguments in support of interactive political leadership, and provides an illustrative case study of a recent attempt to strengthen political leadership through the systematic involvement of elected politicians in local governance networks. The article concludes by reflecting on how interactive political leadership could transform our thinking about democracy. | governance networks, democracy, interactive political leadership | https://onlinelibrary.wiley.com/doi/abs/10.1111/padm.12398 |
| Public Sector Innovation | Marini, F. | Introduction: A New Public Administration | In 'Toward a New Public Administration: The Minnowbrook Perspective', Scanton: Chandler | 1971 | The Dialectical Agenda. Small-group Sessions. The wider context. The Minnowbrook papers. | public administration, Minnowbrook | https://archive.org/details/towardnewpublica00mari/page/n403 |
| Public Sector Innovation | DiMaggio, P., & Powell, W. W. | The iron cage revisited: Collective rationality and institutional isomorphism in organizational fields. | American Sociological Review | 1983 | What makes organizations so similar? We contend that the engine of rationalization and bureaucratization has moved from the competitive marketplace to the state and the professions. Once a set of organizations emerges as a field, a paradox arises: rational actors make their organizations increasingly similar as they try to change them. We describe three isomorphic processes--coercive, mimetic, and normative--leading to this outcome. We then specify hypotheses about the impact of resource centralization and dependency, goal ambiguity and technical uncertainty, and professionalization and structuration on isomorphic change. Finally, we suggest implications for theories of organizations and social change. | corporate bureaucracy, nonprofit organizations, capitalism, normativity, organizational change, socialization, ambiguity, social structures, corporations, early adopters | https://www.jstor.org/stable/2095101?seq=1#page_scan_tab_contents |
| Public Sector Innovation | Coombs R. and Miles I. | Innovation measurement and services: the new problematique | In 'Innovation systems in the service economy. Measurement and case study analysis'; Kluwer, Boston | 2000 | The received concepts of innovation, and the measurement techniques based upon those concepts, are firmly rooted in the study of manufacturing innovation. Are they well suited to analysing innovation in economies in which service sectors and service functions play such a dominant role? | service sector, innovation system, innovation process, service activity, innovative activity | https://link.springer.com/chapter/10.1007/978-1-4615-4425-8_5 |
| Public Sector Innovation | Brugue, Q. and Gallego, R. | A democratic public administration? Developments in public participation and innovations in community governance | Public Management Review | 2003 | In political theory public administration does not appear as a defining element of democracy. Moreover, traditional public administration is by definition a non-democratic organization. This paper argues that the democratisation of public administration is both necessary and appropriate. It is necessary in order to overcome some of the theoretical and empirical limitations of the politics/administration dychotomy. It is appropriate because it allows us to tackle these limitations and the difficulties derived from it by helping improve the efficiency and effectiveness, as well as the institutional performance, of administrations. First, the paper addresses, from a conceptual perspective, the question of ‘Why democratise public administration?’. Second, it explores the mechanisms through which democratisation may be achieved both in public administration's internal and external relations – that is, ‘How can public administration be democratised?’. The conclusions point out some implications for traditional models of administrative efficiency and political responsiveness – that is, for democratic politics. | democracy, public administration, performance, participation, politics/administration dychotomy | https://www.tandfonline.com/doi/abs/10.1080/1471903032000146973 |
| Public Sector Innovation | Carpini M.X.D., Cook F. and Jacobs L.R. | Public Deliberation, Discursive Participation and Citizen Engagement: A Review of the Empirical Literature | Annual Review of Political Science | 2004 | Many theorists have long extolled the virtues of public deliberation as a crucial component of a responsive and responsible democracy. Building on these theories, in recent years practitioners—from government officials to citizen groups, nonprofits, and foundations—have increasingly devoted time and resources to strengthening citizen engagement through deliberative forums. Although empirical research has lagged behind theory and practice, a body of literature has emerged that tests the presumed individual and collective benefits of public discourse on citizen engagement. We begin our review of this research by defining “public deliberation”; we place it in the context of other forms of what we call “discursive participation” while distinguishing it from other ways in which citizens can voice their individual and collective views on public issues. We then discuss the expectations, drawn from deliberative democratic theory, regarding the benefits (and, for some, pitfalls) assumed to derive from public deliberation. The next section reviews empirical research as it relates to these theoretical expectations. We conclude with recommendations on future directions for research in this area. | civic engagement, citizen participation, political talk, political discourse | https://www.annualreviews.org/doi/abs/10.1146/annurev.polisci.7.121003.091630 |
| Public Sector Innovation | Brown, A. E., & Grant, G. G. | Framing the frameworks: A review of IT governance research. | Communications of the Association for Information Systems | 2005 | With the passage of the Sarbanes-Oxley Act in the United States in 2002, and an ever-increasing corporate focus on ensuring prudent returns on technology investments, the notion of IT governance became a major issue for both business practitioners and academics. Although the term "IT governance" is a relatively new addition to the syntax of academic research, significant previous work is reported on IT decisions rights and IT loci of control, notions that are synonymous with the current understanding of IT governance. This paper presents a literature review for existing research in IT governance. A framework, named the Conceptual Framework For IT Governance Research is proposed to provide a logical structure for existing research results. Using this framework, we classify the previous literature on governance into two separate streams that follow parallel paths of advancement. A popular contemporary notion of IT governance is then presented, together with the argument that this new notion, by implicitly extending both streams of research, represents an initial amalgamation of the two paths of literature. We conclude that even with the consideration of contemporary structures, academicians and practitioners alike continue to explore the concept of IT governance in an attempt to find appropriate mechanisms to govern corporate IT decisions. | information technologies, governance, literature review, framework | https://aisel.aisnet.org/cais/vol15/iss1/38/ |
| Public Sector Innovation | Bloomgren Bingham L. and O’Leary R. | Conclusion: Parallel play, Not collaboration: Missing questions, Missing connections | Public Administration Review | 2006 | In this special issue, a group of wonderful scholars has shared with us what is known about collaborative public management, collaboration as a process, collaborative networks and democracy, and public participation and civic engagement. | collaboration, conflict management, conflict resolution, citizen participation, collaborative learning, knowledge management, governance, democracy, public policy | https://www.jstor.org/stable/4096590?seq=1#page_scan_tab_contents |
| Public Sector Innovation | National Accounting Office (NAO) | Achieving innovation in central government organisations. London. | National Accounting Office (NAO) | 2006 | The role of innovations in improving government productivity and the effectiveness of services has previously been little studied. This report surveys central departments and agencies to ascertain what kinds of innovations they have recently made, and analyses the factors that they see as important in sustaining the innovations. Organisational or administrative innovations in central government are diverse, but most involve improving performance management, introducing new IT projects or web services, as well as some physical technology changes. Many recent projects focus on joining up government and improving users’ experience of services. The average innovation nominated takes 24 months to deliver and costs £900,000, but a minority of projects are much bigger and take longer. The innovation process in central government is top-down and dominated by senior management. Contributions from lower-level staff are not so important. Innovative changes are often launched because of either political or ministerial pressures or efficiency drives. However, once this external trigger is provided departments and agencies have a stockpile of possible innovations to hand which they use to sustain change. The availability of funding is cited as a key factor sustaining innovations, but using means to search for innovations such as specific innovation units can also play an important part. The main barriers to innovation are a reluctance to embrace new ways of working and fragmentation within government, creating ‘silos’ between agencies. The main impacts of applied innovations are improvements in services and responsiveness, but innovations seem to be less successful in cutting costs or improving staff working conditions. There is scope for government to take a more systematic approach to developing innovations by improving costs and productivity data, communicating more simply to staff what kinds of innovations can be helpful, encouraging some counter-cultural thinking and methods for finding innovative solutions, and ensuring that approval and piloting processes are not over‑protracted. The behaviours needed for innovation often challenge traditional ways of thinking and need to be recognised and rewarded. Departments and agencies can learn lessons from the private sector in developing more regular and serial innovations. | innovation government, organisational innovation, drivers, barriers | https://www.nao.org.uk/report/achieving-innovation-in-central-government-organisations/ |
| Public Sector Innovation | Osborne, S.P. | The New Public Governance? | Public Management Review | 2006 | The argument advanced in this present article is that PAM has actually passed through three dominant modes – a longer, pre-eminent one of PA, from the late nineteenth century through to the late 1970s/early 1980s; a second mode, of the NPM, through to the start of the twenty-first century; and an emergent third one, of the NPG, since then. The time of the NPM has thus in fact been a relatively brief and transitory one between the statist and bureaucratic tradition of PA and the embryonic plural and pluralist tradition of the NPG. The remainder of this article will briefly expound upon the extant natures of PA and the NPM before arguing for the emergent characteristics of the NPG. | Public administration, New Public Management, New Public Governance, | https://www.tandfonline.com/doi/abs/10.1080/14719030600853022?journalCode=rpxm20 |
| Public Sector Innovation | Glückler J. | Economic geography and the evolution of networks | Journal of Economic Geography | 2007 | An evolutionary perspective on economic geography requires a dynamic understanding of change in networks. This article explores theories of network evolution for their use in geography and develops the conceptual framework of geographical network trajectories. It specifically assesses how tie selection constitutes the evolutionary process of retention and variation in network structure and how geography affects these mechanisms. Finally, a typology of regional network formations is used to discuss opportunities for innovation in and across regions. | networks, evolution, geography, framework, typology | https://academic.oup.com/joeg/article-abstract/7/5/619/1011206 |
| Public Sector Innovation | Holmlid, S., & Evenson, S. | Chapter: Bringing Service Design to Service Sciences, Management and Engineering. | Book: Service Science, Management and Engineering Education for the 21st Century. Eds: B. Hefley & W. Murphy. Boston, MA: Springer | 2008 | Service design is defined as applying design methods and principles to the design of services. Service design is complimentary to conventional service development approaches and as such should become a contributor to Services Sciences, Management and Engineering (SSME). Two examples of the unique contribution of methods that Service Design offers are described | Service Development, Interaction Design, Service Innovation, Service Experience, Service Concept | https://link.springer.com/chapter/10.1007/978-0-387-76578-5_50 |
| Public Sector Innovation | Maglio P.P. and Spohrer J. | Fundamentals of Service Science | Journal of the Academy of Marketing Science | 2008 | Service systems are value-co-creation configurations of people, technology, value propositionsconnecting internal and external service systems, and shared information (e.g., language, laws, measures, and methods). Service science is the study of service systems, aiming to create a basis for systematicservice innovation. Service science combines organization and human understanding with business andtechnological understanding to categorize and explain the many types of service systems that exist as wellas how service systems interact and evolve to co-create value. The goal is to apply scientific understandingto advance our ability to design, improve, and scale service systems. To make progress, we think servicedominantlogic provides just the right perspective, vocabulary, and assumptions on which to build a theory ofservice systems, their configurations, and their modes of interaction. Simply put, service-dominant logicmay be the philosophical foundation of service science, and the service system may be its basic theoreticalconstruct. | service science, service systems, service-dominant logic | https://link.springer.com/article/10.1007/s11747-007-0058-9 |
| Public Sector Innovation | Vargo, S. L., & Lusch, R. F. | Service-dominant logic: continuing the evolution | Journal of the Academy of Marketing Science | 2008 | Since the introductory article for what has become known as the “service-dominant (S-D) logic of marketing,” “Evolving to a New Dominant Logic for Marketing,” was published in the Journal of Marketing (Vargo, S. L., & Lusch, R. F. (2004a)), there has been considerable discussion and elaboration of its specifics. This article highlights and clarifies the salient issues associated with S-D logic and updates the original foundational premises (FPs) and adds an FP. Directions for future work are also discussed. | Service-dominant logic, New-dominant logic, Service | https://link.springer.com/article/10.1007/s11747-007-0069-6 |
| Public Sector Innovation | Alford J. | Engaging public sector clients: from service-delivery to co-production | Basingstoke: Palgrave Macmillan. | 2009 | Exploring three rich cases across three countries, this book shows how government organizations need their clients to contribute time and effort to co-producing public services, and how organizations can better elicit this work from them, by providing good client service and appealing to their intrinsic needs and social values. | co-production, services, engagement, public sector | https://www.palgrave.com/gp/book/9780230223769#aboutBook |
| Public Sector Innovation | Alford J. and O’Flynn J | Making sense of Public Value: concepts, critiques and emergent meanings | International Journal of Public Administration | 2009 | It has been two decades since the “public value” framework emerged, articulated initially at the Harvard Kennedy School. In this paper we set out the basics of the original approach, and then consider emerging critiques and meanings. Our aim is firstly to clarify the core concepts of Moore's approach, and secondly to track the new meanings of public value which are developing. This allows us to engage with the growing debate about public value both inside and outside academia, and also to discuss its trajectory as a new idea in public sector management. | public value, public management, politics/administration dichotomy | https://www.tandfonline.com/doi/abs/10.1080/01900690902732731 |
| Public Sector Innovation | Bessant, J., & Maher, L. | DEVELOPING RADICAL SERVICE INNOVATIONS IN HEALTHCARE — THE ROLE OF DESIGN METHODS | International Journal of Innovation Management | 2009 | This paper looks at the management of service innovation. In particular, it explores the challenge of public services and argues that there is a need for new approaches to the ways which engage users as more active co-creators within the innovation process. It draws on wider research on radical innovation being carried out as part of a long-term international programme and reports on a series of case studies of experiments in the health sector in the UK using tools like ethnography and prototyping to enable innovation. The paper argues that a potentially valuable toolkit can be found in the field of design methods. By their nature, design tools are used to help articulate needs and give them shape and form; as such they are critical to the "front end" of any innovation process. Methods like ethnography allow for deep insights into user needs, including those not clearly articulated whilst prototyping provides the possibility of creating a set of "boundary objects" around which design discussions which include users and their perspectives can be carried out. | Service innovation; Healthcare; Radical innovation; Prototyping; Design tools | https://doi.org/10.1142/S1363919609002418 |
| Public Sector Innovation | Meynhardt, T. | Public Value inside: what is public value creation? | International Journal of Public Administration | 2009 | The author develops building blocks for a non-normative public value theory. After a short overview of the rise of public value and challenges in defining public value, the constructs “value,” “public,” “public value,” and “public value creation” are systematically introduced by drawing on a range of philosophical, psychological, and economic concepts. Psychological accounts are identified as the key to understand public value creation. Derived from needs theory, four basic public value dimensions are proposed and related to a public value landscape. Consequences of this re-conceptualization of public value are discussed with special emphasis of the public sector. | public value, value creation, basic needs | https://www.tandfonline.com/doi/abs/10.1080/01900690902732632 |
| Public Sector Innovation | Schön B. Pyka A. | A taxonomy of innovation networks | FZID discussion papers, No. 42-2012, Univ. Hohenheim, Forschungszentrum Innovation und Dienstleistung | 2009 | In this discussion paper we develop a theory-based typology of innovation networks with a special focus on public-private collaboration. This taxonomy is theoretically based on the concept of life cycles which is transferred to the context of innovation networks as well as on the mode of network formation which can occur either spontaneous or planned. The taxonomy distinguishes six different types of networks and incorporates two plausible alternative developments that eventually lead to a similar network structure of the two types of networks. From this, important conclusions and recommendations for network actors and policy makers are drawn. | innovation networks, typology, public-private partnership | https://www.econstor.eu/handle/10419/54762 |
| Public Sector Innovation | Bason, C. | Leading Public Sector Innovation: co-creating for a better society | Bristol: The Policy Press | 2010 | In a time of unprecedented turbulence, how can public sector organisations increase their ability to find innovative solutions to society's problems? "Leading public sector innovation" shows how government agencies can use co-creation to overcome barriers and deliver more value, at lower cost, to citizens and business. Through inspiring global case studies and practical examples, the book addresses the key triggers of public sector innovation. It shares new tools for citizen involvement through design thinking and ethnographic research, and pinpoints the leadership roles needed to drive innovation at all levels of government. "Leading public sector innovation" is essential reading for public managers and staff, social innovators, business partners, researchers, consultants and others with a stake in the public sector of tomorrow. "This is an excellent book, setting out a clear framework within which the practical issues involved in public sector innovation are explored, using insights drawn from extensive practical experience of implementing and supporting it. It draws on an impressive range of research and relevant wider experience in both public and private sectors and is written in a clear and persuasive style. The book offers an excellent synthesis of principles, practices and tools to enable real traction on the innovation management problem - and it ought to find a place on any manager's bookshelf." John Bessant, Director of Research and Knowledge Transfer and Professor of Innovation and Entrepreneurship, University of Exeter Business School | co-creation, design thinking, leadership, innovation | https://www.amazon.es/Leading-Public-Sector-Innovation-Co-Creating/dp/1847426336 |
| Public Sector Innovation | Leighninger, M. | Teaching democracy in Public Administration: trends and future prospects | In 'The Future of Public Administration Around the World', Georgetown University Press: Washington | 2010 | Over the last century, the skills, ideas, and values upheld within the field of public administration (PA) have undergone several major shifts. We seem to be in the midst of another such transition, as PA schools react to new perspectives about the state of democracy and citizenship. Most of these arguments focus on the more participatory aspects of democracy, and emphasize the need for governments to work more directly and interactively with citizens. “Democratic governance” is one term used to describe this set of ideas. This article explores the relationship between PA and democratic governance through interviews with professors and other observers of the discipline. The picture that emerges is that of a field in flux, spurred both by theoretical claims and by the practical needs of administrators, being pushed from a narrow focus on management to a broader conception of governing. | public administration, democratic governance, collaborative governance, democracy, citizenship, public engagement, citizen involvement, participation | https://www.publicdeliberation.net/cgi/viewcontent.cgi?article=1149&context=jpd |
| Public Sector Innovation | Sørensen E. and Torfing J. | Collaborative Innovation in the Public Sector: An Analytical Framework | Working paper n°1/2010, Research project Collaborative Innovation in the Public Sector (CLIPS) funded by the Danish Strategic Research Council, Roskilde: Roskilde Universitet. | 2010 | This paper aims to discuss the need and conditions for public innovation and to analyse how multi-actor collaboration can enhance public innovation through the facilitation of creative learning, the production of joint ownership and the exercise of metagovernance aiming to sustain drivers and remove barriers to collaborative innovation. Section 2 focuses on the needs and conditions for innovation in the public sector. Section 3 defines innovation, identifies the constitutive phases in innovation processes and highlights the role and impact of collaboration. Section 4 explores different theoretical advances in the social sciences that support the idea of collaborative innovation. Section 5 identifies some key dimensions in the analysis of collaborative innovation in the public sector. Section 6 provides some empirical insights into how collaborative innovation can be enhanced through organisational reform and innovation management. Finally, the conclusion presented in section 7 reflects on the ambiguous impact of New Public Management (NPM) on collaborative innovation and points to the need for the development of a NPM 2.0. | public innovation, collaboraton, theory, evidence, NPM | https://rucforsk.ruc.dk/ws/portalfiles/portal/32897073/Working_paper_no._1._STUDIES_IN_COLLABORATIVE_INNOVATION_1_.pdf |
| Public Sector Innovation | Van Slyke, D.M., O’Leary, R. and Kim, S. | Conclusion: challenges and opportunities, crosscutting themes, and thoughts on the future of Public Administration | In 'The Future of Public Administration Around the World', Georgetown University Press: Washington. | 2010 | All academic disciplines have had enduring theoretical, empirical, methodological, and conceptual debates. Since the debate between Waldo and Simon, there has been continued unrest in the academic field of public administration. Such field definition and debate by Waldo, Simon, and others is a trend line that has continued over the course of the Minnowbrook meetings. Though scholars may no longer “genuflect” as a sign of reverence to either Waldo or Simon, the camps and general axioms by which scholars define themselves have retained a more lasting currency. | public administration, research agenda | https://archives.kdischool.ac.kr/handle/11125/29168 |
| Public Sector Innovation | Echeverri, P. and Skalen, P. | Co-creation and co-destruction: a practice-theory based study of interactive value formation | Marketing Theory | 2011 | Drawing on an empirical study of public transport, this paper studies interactive value formation at the provider—customer interface, from a practice—theory perspective. In contrast to the bulk of previous research, it argues that interactive value formation is not only associated with value co-creation but also with value co-destruction. In addition, the paper also identifies five interaction value practices — informing, greeting, delivering, charging, and helping — and theorizes how interactive value formation takes place as well as how value is intersubjectively assessed by actors at the provider—customer interface. Furthermore, the paper also distinguishes between four types of interactive value formation praxis corresponding with four subject positions which practitioners step into when engaging in interactive value formation. | co-creation, co-destruction, interactive value formation, marketing, practice theory, praxis, subject positions, value | https://journals.sagepub.com/doi/10.1177/1470593111408181 |
| Public Sector Innovation | Hughes, A., Moore, K., Kataria, N. | Innovation in Public Sector Organizations: A Pilot Survey for Measuring Innovation Across the Public Sector. | NESTA, London, March | 2011 | Foreword: The need for us to deliver public services in new, better and cheaper ways will come as no surprise. The combination of straightened public finances with major social challenges mean that public services need to become more productive and develop new ways of working. Innovation in the public sector is therefore a pressing task, hindered, not least by the lack of available data on activity and performance. Measurement has an important role to play in this task. Measuring innovation has played an important role in encouraging innovation in the wider economy, the Lisbon R&D target being a prime example. This research stems from a desire to create a tool that will play the same role for the UK’s public services. It should be stressed that this work is preliminary. There is scope to develop the measurement of public sector innovation in a number of ways, including by building on the ground-breaking efforts of the Office for National Statistics to measure public-sector productivity and to draw on the complementary work of the Organisation for Economic Cooperation and Development. Although a pilot project, we believe that the findings of this pilot provide useful insights into both how innovation is happening in parts of the public sector and the factors that enable it. | innovation, public sector, public services, measurement, survey, NESTA, UK | https://media.nesta.org.uk/documents/innovation_in_public_sector_orgs.pdf |
| Public Sector Innovation | Moore, M. and Benington, J. | Conclusions: looking ahead | In 'Public Value: Theory and Practice', Basingstoke: Palgrave MacMillan | 2011 | This text provides a concise and internationalized restatement of the public value approach, an assessment of its impact to date - in theory and practice - and of its particular relevance to the challenges of public management in a time of crisis and austerity. | public value, theory, practice | https://www.macmillanexplorers.com/conclusions-looking-ahead/14242334?searchResult=1.conclusions%20looking%20ahead&searchBackButton=true |
| Public Sector Innovation | Blomkvist, J., & Holmlid, S. | Service prototyping according to service design practitioners | Paper presented at the Conference Proceedings; ServDes. 2010; Exchanging Knowledge; Linköping; Sweden; 1-3 December 2010 | 2012 | Current trends in service design research include case studies and similar approaches that aspire to reveal what the practice of service design looks like. The understanding of how service design is performed can serve as a base for future research into more specific research endeavours. One area where knowledge issaid to be lacking is service prototyping, part of which knowledge this paper attempts to contribute. The main data source for the paper is findings from in-depth interviews with six practicing service designersfrom some of the more well-known design agencies.The informants considerservice prototyping to be avery important part of their work that allowsthem to learn and communicate about design ideas. The practitioners’ account of how they work with prototypes indicates that service prototyping has different meanings and that the practice of prototyping is very diverse. The interviews alsouncover a number of areas that, according to the designers, might prove extra challenging for service prototyping to be successful. This research shows that thereis much potential in thenot yet fully formedpractice of service prototyping. | service prototyping, interviews, design practice | http://www.servdes.org/pdf/blomkvist-holmlid.pdf |
| Public Sector Innovation | Carstensen, H. V. & Bason, C. | Powering Collaborative Policy Innovation: Can Innovation Labs Help? | The Innovation Journal: The Public Sector Innovation Journal | 2012 | There is nothing inherently new in the idea of cross-cutting collaboration, "joined-up government' and "networked governance' (Pollitt, 2003; Hartley, 2005; Mulgan, 2009). However, in the last decade, new forms of internal units have been set up within public sector organisations with the explicit purpose of supporting innovation efforts. And in at least one case, such a unit has evolved into a permanent governance network - designed to foster cross-governmental innovation. We start by discussing the underlying change logic of innovation labs. The article then examines the history, role and functioning of Denmark's MindLab, an innovation lab that today is part of the Ministries of Business & Growth, Taxation, and Employment. We emphasise how the development of MindLab over time reflects a typology of different generations of innovation labs. Finally, we reflect on potential future directions for platforms for collaborative innovation in the public sector. | Innovation labs, collaboration, governance, policy development. | https://www.questia.com/library/journal/1P3-2986463431/powering-collaborative-policy-innovation-can-innovation |
| Public Sector Innovation | Rubalcaba L., Michel S., Sundbo J., Brown S.W. and Reynoso J. | Shaping, organizing, and rethinking service innovation: a multidimensional framework | Journal of Service Management | 2012 | The purpose of this paper is to review key research contributions that may be useful for rethinking service innovation. Service innovation is not a monolithic construct; therefore, the opportunities for further research are multidimensional and interdisciplinary. A summary analysis of extant literature identifies valuable contributions and fundamental methodological issues from various perspectives. The proposed directions for future research entail where to innovate, how to innovate, and what to innovate in services. The analysis and discussion lead to a multidimensional framework of service innovation, with a particular emphasis on organizational and customer cocreation perspectives. This article contains guidelines and real‐world examples to help practitioners and policy makers develop service innovation strategies through the consideration of different levels, organizations, and perspectives. This article offers a relevant source of ideas and guidance for anyone interested in research and practice related to rethinking service innovation. | service innovation, strategic framework, dimensions, process perspective, customer co-creation, innovation, customer service management | https://www.emerald.com/insight/content/doi/10.1108/09564231211269847/full/html |
| Public Sector Innovation | Shaw, R. | Another size fits all? Public value management and challenges or institutional design | Public Management Review | 2013 | The talk is of a new public value paradigm that is challenging the dominance of the new public management. In some quarters, however, public value is criticized as a reheated version of other public administration narratives. This article supplements the debate with an assessment of the ramifications of public value for institutional design in the public sector. It scans the literature for premises that might inform the structuring of public agencies. An institutional prescription is advanced and appraised. The article concludes that, while promising, public value’s institutional project remains incomplete. | public value, public value management, new public management, public sector, public service | https://www.tandfonline.com/doi/abs/10.1080/14719037.2012.664017 |
| Public Sector Innovation | Gallouj F. and Djellal F. | Services and Innovation | The International Library of Critical Writings in Economics series, Edward Elgar Publishers. | 2015 | Service innovation is a young but prolific research field, with a rapidly increasing number of publications being dedicated to the area. This new title provides a collection of the most significant articles that have helped build and develop this subject from a theoretical, empirical and methodological perspective. Together with an original introduction by the editors, the 43 seminal papers in this book address the key focuses of the subject, including the theories, nature and measurement of innovation in services, and other concerns, such as the role of knowledge intensive business services (KIBS) in client innovation. | service innovation, theory, empirical evidence, KIBS | https://www.e-elgar.com/shop/services-and-innovation |
| Public Sector Innovation | Sangiorgi D. | Designing for public sector innovation in the UK: design strategies for paradigm shifts | Foresight 17 | 2015 | Purpose: The aim of this work is to provide an initial picture of how some design agencies are contributing toward a paradigm shift and how they are developing in the future to better inform design policies and interdisciplinary work. There is a general agreement that the current government and public sector structure and modes of operation need radical transformation. In this scenario, a shift from New Public Management towards New Public Governance paradigm has been auspicated. Design has attracted attention as a potential approach to support this transformation, but research into Service Design, as well as discussions on its future development, for public sector innovation is limited. This paper is an exploratory study into the individual work of seven representative UK design agencies operating for and within the public sector. | Service innovation, Public services, Design industry, Service design | https://www.emerald.com/insight/content/doi/10.1108/FS-08-2013-0041/full/html |
| Public Sector Innovation | Sangiorgi, D. | Designing for public sector innovation in the UK: Design strategies for paradigm shifts | Foresight | 2015 | The aim of this work is to provide an initial picture of how some design agencies are contributing toward a paradigm shift and how they are developing in the future to better inform design policies and interdisciplinary work. There is a general agreement that the current government and public sector structure and modes of operation need radical transformation. In this scenario, a shift from New Public Management towards New Public Governance paradigm has been auspicated. Design has attracted attention as a potential approach to support this transformation, but research into Service Design, as well as discussions on its future development, for public sector innovation is limited. This paper is an exploratory study into the individual work of seven representative UK design agencies operating for and within the public sector. Emerging design strategies for Public Sector reform are: a collaborative design approach that considers all stakeholders as equal co-creators of public value; operating at different complementary levels to aim at systemic change; designing from the inside out (innovation culture) and outside in (market change). These different strategies imply the development of possible different business models. Existing creative tensions appear between embedding and outsourcing strategies, acting as facilitators vs designers, developing both designing and service delivery roles. | Service innovation, Public services, Design industry, Service design | https://www.emerald.com/insight/content/doi/10.1108/FS-08-2013-0041/full/html |
| Public Sector Innovation | Voorberg W., Bekkers V. and Tummers L. | A systematic review of co-creation and co-production: embarking on the social innovation journey | Public Management Review | 2015 | This article presents a systematic review of 122 articles and books (1987–2013) of co-creation/co-production with citizens in public innovation. It analyses (a) the objectives of co-creation and co-production, (b) its influential factors and (c) the outcomes of co-creation and co-production processes. It shows that most studies focus on the identification of influential factors, while hardly any attention is paid to the outcomes. Future studies could focus on outcomes of co-creation/co-production processes. Furthermore, more quantitative studies are welcome, given the qualitative, case study, dominance in the field. We conclude with a research agenda to tackle methodological, theoretical and empirical lacunas. | co-creation, co-production, public-sector innovation, social innovation, systematic review | https://www.tandfonline.com/doi/abs/10.1080/14719037.2014.930505 |
| Public Sector Innovation | Voorberg, W. H., Bekkers, V. J., & Tummers, L. G. | A systematic review of co-creation and co-production: Embarking on the social innovation journey | Public Management Review | 2015 | This article presents a systematic review of 122 articles and books (1987–2013) of co-creation/co-production with citizens in public innovation. It analyses (a) the objectives of co-creation and co-production, (b) its influential factors and (c) the outcomes of co-creation and co-production processes. It shows that most studies focus on the identification of influential factors, while hardly any attention is paid to the outcomes. Future studies could focus on outcomes of co-creation/co-production processes. Furthermore, more quantitative studies are welcome, given the qualitative, case study, dominance in the field. We conclude with a research agenda to tackle methodological, theoretical and empirical lacunas. | Co-creation, co-production, public-sector innovation, social innovation, systematic review | https://www.tandfonline.com/doi/abs/10.1080/14719037.2014.930505?journalCode=rpxm20 |
| Public Sector Innovation | Fernández, F. | Living-Labs: Innovación centrada en el usuario en la Sociedad de la Información y el Conocimiento (Living Labs: user centered-innovation in the Knowledge and Infromation Society) | Bachelor degree final disertation | 2016 | Studies on innovation have begun to recognize the role that users themselves have in the design of products and services, beginning to speak of open innovation and user-centered innovation, as usual concepts. These studies have been relatively recent and their context is the advancement of Information and Communication Technologies (ICT) within the framework of the Information and Knowledge Society. This work will focus on the study of Living-Labs, which are constituted as spaces for research, dissemination and experimentation, and will be analyzed within the framework of their contribution to innovation management processes. For this, a bibliographic review on the subject will be presented, expanded with interviews with experts and the analysis of two cases: the MIT Media Lab, from the United States and Citilab, from Spain. From the aforementioned, it will be verified if the characteristics of self-organization, open innovation, social appropriation of ICT and horizontal participation assigned by the Italian urban planner Domenico Di Siena to the Information and Knowledge Society, are verified in the Living -Labs. | Innovación centrada en el usuario, Living-Labs, Innovación Abierta, Sociedad de la Información y el Conocimiento. | https://rephip.unr.edu.ar/bitstream/handle/2133/6226/TESINA%20FEDERICO%20FERN%C3%81NDEZ%20REIGOSA.pdf?sequence=3&isAllowed=y |
| Public Sector Innovation | Luna-Reyes L. F. | Opportunities and challenges for digital governance in a world of digital participation. | Information Polity | 2017 | Digital technologies are changing information flows and transforming some of our current social structures. From some perspectives, increased interactions among people on social media platforms are already transforming the role of the free press in modern democracies, with the potential to influence our governance systems. Moreover, government and non-government organizations are promoting digital participation through the development of technology platforms, such as e-Consultation and e-Petitioning systems, to promote social interactions as well as political conversations with the aim to improve the public policy development process. These trends continue to change our democratic governance system by opening opportunities for citizens to directly influence policy issues and democratic participation. However, lack of transparency in how the conversation is initiated and structured in these same platforms provides new opportunities for private interests to influence public conversations. | information policy, governance, e-participation, e-consultation, e-petitioning, co-creation, policy informatics | https://content.iospress.com/articles/information-polity/ip408 |
| Public Sector Innovation | Tõnurist, P., Kattel, R., & Lember, V. | Innovation labs in the public sector: what they are and what they do? | Public Management Review | 2017 | This article is a first comprehensive attempt to globally map and analyse innovation labs (i-labs) in the public sector. The article analyzes theoretical reasons why i-labs are created in the public sector and tests these assumptions in practice. During the empirical study, thirty-five such organizations all over the world were identified. The research is based on a two-step approach: first, a comprehensive survey was carried out followed by an extensive in-depth interview with the managing figures of i-labs; eleven i-labs responded. The article finds support for the assumptions of external complexity, technological challenges, emulation, and legitimization as reasons behind the creation of i-labs. | Innovation labs, public sector, organization theory, experimentation | http://discovery.ucl.ac.uk/10051255/ |
| Public Sector Innovation | Voorberg W, Bekkers V, Flemig S, Timeus K, Tonurist P, Tummers S. | Does co-creation impact public service delivery? The importance of state and governance traditions | Public Money and Management | 2017 | Co-creation in public service delivery requires partnerships between citizens and civil servants. The authors argue that whether or not these partnerships will be successful depends on state and governance traditions (for example a tradition of authority sharing or consultation). These traditions determine the extent to which co-creation can become institutionalized in a country’s governance framework. | Co-creation, game changer, social innovation, state and governance traditions | https://www.tandfonline.com/doi/abs/10.1080/09540962.2017.1328798 |
| Public Sector Innovation | Edvardsson B., Tronvoll B. and Witell L. | An ecosystem perspective on service innovation | In 'A Research Agenda for Service Innovation'; Edward Elgar Publishers | 2018 | This chapter suggests moving forward research on service innovation by articulating an ecosystem perspective and a service-dominant logic within a context of value creation, in order to provide an integrated and systemic framework of the structuration of service innovation. The framework emphasizes changes in agency that facilitate reconfiguration, such as actors, resources and value propositions, or in structure, such as institutional arrangements. A change of the state of service innovation process takes place as changes originate in either agency or structure. The chapter provides an illustration of this theoretical model, using the case of the service ecosystem built around Etalay, a high-end Italian food store chain that includes restaurants, food and beverage stations, bakeries, a bookstore and conference facilities. The authors call for the use of this theoretical construct in other contexts such as healthcare, the Internet of Things and social media, as well as the bottom of the pyramid. | service innovation, research, service dominant logic, value creation | https://www.elgaronline.com/view/edcoll/9781786433442/9781786433442.00009.xml |
| Public Sector Innovation | Gallouj F. and Djellal F. (eds) | A Research Agenda for Service Innovation | Edward Elgar Publishers. | 2018 | This book aims to take account of the major advances made in ‘Service Innovation Studies’ (SIS) and above all to provide an agenda setting out the research priorities in the field. This agenda is established by considering the issue of innovation in services in relation to a number of major contemporary challenges, including environmental issues, social inclusion, economic development, service ecosystems, smart service systems, religion, ageing, public organizations, gender, and ethical and societal issues. Bringing together internationals experts in the field of SIS, the book illustrates the strength and fertility of this research trajectory. It will be of great interest for both services and innovation scholars in economics, management science and public administration. | service innovation, studies, research agenda, challenges | https://www.e-elgar.com/shop/a-research-agenda-for-service-innovation |
| Public Sector Innovation | Kattel, R., & Mergel, I. | Estonia's digital transformation: Mission mystique and the hiding hand. | UCL Institute for innovation public purpose working paper series. | 2018 | Estonia’s transition to free-market capitalism and liberal democracy is marked by two distinct achievements: first, its economic success in terms of GDP, exports and FDI growth – all three have been best of class among the former Soviet economies; and second, it has been perhaps even more successful in digitally transforming its public sector, an achievement that is recognised globally as exemplary. It would be easy to assume that in such a small country these achievements spring from a common biotope of political ideas and actors. Instead, the digital transformation has relatively little to do with the free-market principles (Adam Smith’s famed ‘invisible hand’) that were behind its radical economic reforms. We argue that in adopting digital technology in the public sector, Estonia followed an entirely different principle of policymaking, best described as Hirschman’s principle of the ‘hiding hand’. This amounts to policymakers pushing visionary changes without anticipating all the challenges and risks involved upfront, an approach that sometimes results in unexpected learning, creativity and – in this case – success. The naiveté and enthusiasm of the hiding hand that propelled the initial ‘crazy ideas’ of the early 1990s became ingrained in Estonia’s digital policymaking culture, and created and relied on multiple highly cooperative, overlapping networks across public-private boundaries. The success, expressed mostly in universal public digital infrastructure and mandatory eidentification, created a ‘mission mystique’ that originated in, and is sustained by, public-private networks underlying several public organisations through multiple coalition governments over two decades. Perhaps paradoxically, Estonia’s success in e-government relied on these networks and their governance, as well as design principles, not being institutionalised and formalised. Herein lies the most significant challenge Estonia faces now: whether the foundations of past success – mission mystique – can deliver the next evolution in digital government and help create a more inclusive society. | public sector, reform, digitalization, e-governance, policymaking | https://www.ucl.ac.uk/bartlett/public-purpose/publications/2018/sep/estonias-digital-transformation-mission-mystique-and-hiding-hand |
| Public Sector Innovation | Svensson PO, Hartmann RK. | Policies to promote user innovation: Makerspaces and clinician innovation in Swedish hospitals | Research Policy 47 | 2018 | As it becomes apparent that users are an important source in innovation in society and in organizations, scholars are realizing that user-directed innovation policy might contribute to improving social welfare. How such policy might be designed, however, is uncertain, as are the costs and benefits of such policies. It is also not clear whether there is a problem for user-directed policy to solve, or what that problem is. As a first empirical step to answering these questions, we report the results of providing hospital clinicians with access to ‘makerspaces’, i.e. staffed facilities with prototyping tools and the expertise in using them. Findings suggest that almost all innovations developed in the makerspaces are user innovations; that the potential returns from the innovations developed in the makerspaces’ first year of operation are more than tenfold the required investment; and that most of the innovations would not have been developed without access to makerspaces. Due to lack of diffusion, only a limited share of potential returns is realized. This suggests not only that there are problems of non-development and under-development that policy can solve and that doing so supports social welfare. It also suggests makerspaces as an effective form of user-supporting innovation policy. | Innovation, Innovation policy, User innovation, Healthcare, Clinicians, Makerspaces | https://www.sciencedirect.com/science/article/pii/S0048733317301919 |
| Public Sector Innovation | Arundel A., Bloch C. and Ferguson B. | Advancing innovation in the public sector: Aligning innovation measurement with policy goals | Research Policy | 2019 | There is sufficient evidence, drawn from surveys of innovation in the public sector and cognitive testing interviews with public sector managers, to develop a framework for measuring public sector innovation. Although many questions that are covered in the Oslo Manual guidelines for measuring innovation in the private sector can be applied with some modifications to the public sector, public sector innovation surveys need to meet policy needs that require collecting additional types of data. Policy to support public sector innovation requires data on how public sector organizations innovate and how a strategic management approach to innovation can influence the types of innovations that are developed. Both issues require innovations surveys to delve deeply into the innovation processes and strategies that are used by public sector managers. Implementation of the measurement framework proposed in this paper would open up opportunities for a new, policy-relevant research program on public sector innovation. | public sector innovation, innovation measurement, public sector innovation policy, governance | https://www.sciencedirect.com/science/article/pii/S0048733318302956 |
| Digital Transformation | Arnstein, S. A. | A ladder of citizen participation? | Journal of the American Institute of Planners | 1969 | The heated controversy over “citizen participation,” “citizen control”, and “maximum feasible involvement of the poor,” has been waged largely in terms of exacerbated rhetoric and misleading euphemisms. To encourage a more enlightened dialogue, a typology of citizen participation is offered using examples from three federal social programs: urban renewal, anti-poverty, and Model Cities. The typology, which is designed to be provocative, is arranged in a ladder pattern with each rung corresponding to the extent of citizens' power in determining the plan and/or program. | service delivery, New Public Management, Citizen shops, institutional structure | https://www.participatorymethods.org/sites/participatorymethods.org/files/Arnstein%20ladder%201969.pdf |
| Digital Transformation | Hirschman A.O. | Exit, voice and loyalty: responses to decline in firms, organizations and states | Cambridge: Harvard University Press | 1970 | An innovator in contemporary thought on economic and political development looks here at decline rather than growth. Albert O. Hirschman makes a basic distinction between alternative ways of reacting to deterioration in business firms and, in general, to dissatisfaction with organizations: one, “exit,” is for the member to quit the organization or for the customer to switch to the competing product, and the other, “voice,” is for members or customers to agitate and exert influence for change “from within.” The efficiency of the competitive mechanism, with its total reliance on exit, is questioned for certain important situations. As exit often undercuts voice while being unable to counteract decline, loyalty is seen in the function of retarding exit and of permitting voice to play its proper role. The interplay of the three concepts turns out to illuminate a wide range of economic, social, and political phenomena. As the author states in the preface, “having found my own unifying way of looking at issues as diverse as competition and the two-party system, divorce and the American character, black power and the failure of ‘unhappy’ top officials to resign over Vietnam, I decided to let myself go a little.” | innovation, dissatisfaction, organization, customer-citizen, competition, involvement | https://quod.lib.umich.edu/cgi/t/text/text-idx?c=acls;cc=acls;view=toc;idno=heb04043.0001.001 |
| Digital Transformation | Rittel, H. W., & Webber, M. M. | Dilemmas in a general theory of planning | Policy Sciences | 1973 | The search for scientific bases for confronting problems of social policy is bound to fail, becuase of the nature of these problems. They are “wicked” problems, whereas science has developed to deal with “tame” problems. Policy problems cannot be definitively described. Moreover, in a pluralistic society there is nothing like the undisputable public good; there is no objective definition of equity; policies that respond to social problems cannot be meaningfully correct or false; and it makes no sense to talk about “optimal solutions” to social problems unless severe qualifications are imposed first. Even worse, there are no “solutions” in the sense of definitive and objective answers. | General Theory, Public Good, Economic Policy, Social Policy, Scientific Basis | https://link.springer.com/article/10.1007/BF01405730 |
| Digital Transformation | Mosher, F. C. | Democracy and the public service. Vol. 2. | New York: Oxford University Press. | 1982 | This revised edition, like the original, concerns the problems of harmonizing effective governmental administration with the requirements of a democracy. | public services, governance, public administration, democracy | https://www.amazon.com/Democracy-Public-Service-Administration/dp/0195030184 |
| Digital Transformation | Clark, D. | The citizen and the administration in France – the Conseil D’etat versus ombudsman debate revisited | Public Administration | 1984 | The purpose of this article is to reappraise, in the light of recent French experience with the ‘Ombudsman’, the prevailing orthodoxy, shared by élite opinion in both France and Britain in the 1960s’ that the Ombudsman and a system of administrative courts applying ‘droit administratif’ (a body of autonomous rules separate from private law), were mutually exclusive modes of securing redress for citizens aggrieved by administrative action. The thesis is advanced that in the contemporary welfare state, irrespective of particular political, administrative and legal traditions, a system of administrative law and an Ombudsman are complementary not competitive institutions. | public administration, citizens, France | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.1984.tb00554.x |
| Digital Transformation | Gorb, P., & Dumas, A. | Silent design | Design Studies | 1987 | This paper describes the outcomes of a one-year pilot research study and outlines the routes for the two-year wider study to follow. The research was prompted by the growing interest in the UK in design and its contribution to business performance, and the need to replace anecdote about ‘best practice’ in organizing and utilizing design, with information about more ‘general’ practice. After defining design as ‘a course of action for the development of an artefact’ and suggesting that design activity pervades organizations, the paper describes the methodology used to examine how design is organized. Using matrices to explore the interaction of design with other business functions the report suggests that ‘silent design’ (that is design by people who are not designers and are not aware that they are participating in design activity) goes on in all the organizations examined, even those which have formal design policies and open design activities. It is the scope and nature of ‘silent design’, and its conflict and/or cooperation with formal design activity, which will form the basis for the hypothesis on which the wider investigation will be built. | design activity, methodology, interaction with non-designers | https://www.sciencedirect.com/science/article/pii/0142694X87900378 |
| Digital Transformation | Hood, C., Dunsire, A. and Thomson | Rolling Back The State: Thatcherism, Fraserism and Bureaucracy | Governance | 1988 | This article compares the efforts of two right-of-center governments to cut back public bureaucreacy, by looking at some indices which show us how these attempts worked out in practice. | public cut, state | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1468-0491.1988.tb00065.x |
| Digital Transformation | Potter, J. | Consumerism and the public sector: how well does the coat fit? | Public Administration | 1988 | Consumerism attempts to redress the imbalance of power that exists between those who produce goods and services, and those for whom they are provided. To achieve this end, five basic principles have been evolved which seek to improve consumers' access, choice, information, redress and representation. The article examines the relevance of these principles to services provided by local government and the health service. Its conclusion – that they are useful but not necessarily enough – is perhaps surprising, given the author's concern to place consumers' interests centre stage in discussions about what public services are for, and how they should be run. The article then considers whether the messages of consumerism are reaching their mark, and finally points to those issues which managers of public services – both politicians and professionals – must face if consumerism is to leave a legacy of real value. | citizens' power, consumerism, service access, local government, health | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.1988.tb00687.x |
| Digital Transformation | Wistow, G. and Barnes, M. | User involvement in community care: origins, purposes and applications | Public Administration | 1993 | Whilst the drive towards public sector consumerism is intensifying, it is also evident that somewhat different ‘brands’ of consumerism are currently being marketed. This article develops a framework to assist in the disaggregation and understanding of the range of approaches to consumerism currently being pursued in the field of health and social care. Its principal elements concern the ideological origins of consumerism in this field; their purposes; and the forms through which consumer preference are expressed. This framework is applied to the Birmingham Community Care Special Action Project, a major developmental initiative which the authors have been studying. An important area for further investigation is the extent to which users and carers seek to exercise greater collective control over services as opposed to influencing the development of services more responsive to their individual needs. | consumerism, health, social care, services | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.1993.tb00975.x |
| Digital Transformation | Forrest S. and Jones T. | Modeling complex adaptive systems with echo | In 'Complec systems: mechanisms of adaptation'; IOS Press: Amsterdam. | 1994 | Complex adaptive systems (CAS) consist of many interacting and adapting components. Echo is a computational CAS model in which evolving agents are situated in a resource-limited environment. Different views of the notion of species within Echo are compared to biological experiments on relative species abundance, specifically to Preston's "canonical" lognormal distribution. | CAS, echo, evolving agents, environment | https://pdfs.semanticscholar.org/74f8/9c83c59567552053f49625fe016fe3707133.pdf |
| Digital Transformation | Moore, M. | Creating Public Value: strategic management in Government | Cambridge: Harvard University Press | 1995 | A seminal figure in the field of public management, Mark Moore presents his summation of fifteen years of research, observation, and teaching about what public sector executives should do to improve the performance of public enterprises. Useful for both practicing public executives and those who teach them, this book explicates some of the richest of several hundred cases used at Harvard's Kennedy School and illuminates their broader lessons for government managers. Moore addresses four questions that have long bedeviled public administration: What should citizens and their representatives expect and demand from public executives? What sources can public managers consult to learn what is valuable for them to produce? How should public managers cope with inconsistent and fickle political mandates? How can public managers find room to innovate? Moore’s answers respond to the well-understood difficulties of managing public enterprises in modern society by recommending specific, concrete changes in the practices of individual public managers: how they envision what is valuable to produce, how they engage their political overseers, and how they deliver services and fulfill obligations to clients. Following Moore’s cases, we witness dilemmas faced by a cross-section of public managers: William Ruckelshaus and the Environmental Protection Agency; Jerome Miller and the Department of Youth Services; Miles Mahoney and the Park Plaza Redevelopment Project; David Sencer and the swine flu scare; Lee Brown and the Houston Police Department; Harry Spence and the Boston Housing Authority. Their work, together with Moore’s analysis, reveals how public managers can achieve their true goal of producing public value. | public enterprise, management, public value, services, innovation | https://www.hup.harvard.edu/catalog.php?isbn=9780674175587 |
| Digital Transformation | Abrahamson, E., & Fairchild, G. | Management fashion: Lifecycles, triggers, and collective learning processes. | Administrative Science Quarterly | 1999 | This theory-development case study of the quality circle management fashion focuses on three features of management-knowledge entrepreneurs' discourse promoting or discrediting such fashions: its lifecycle, forces triggering stages in its lifecycle, and the type of collective learning it fostered. Results suggest, first, that variability in when different types of knowledge entrepreneurs begin, continue, and stop promoting fashions explains variability in their lifecycles; second, that historically unique conjunctions of forces, endogenous and exogenous to the management-fashion market, trigger and shape management fashions; and third, that emotionally charged, enthusiastic, and unreasoned discourse characterizes the upswings of management fashion waves, whereas more reasoned, unemotional, and qualified discourse characterizes their downswings, evidencing a pattern of superstitious collective learning. | management fashion, quality circle, learning, entrepreneur | https://journals.sagepub.com/doi/abs/10.2307/2667053 |
| Digital Transformation | Gaver, B., Dunne, T., & Pacenti, E. | Design: cultural probes | interactions | 1999 | As the local site coordinator finished his introduction to the meeting, our worries were increasing. The group had taken on a glazed look, showing polite interest, but no real enthusiasm. How would they react when we presented them with our packages? Would disinterest deepen to boredom, or even hostility? Cultural Probes Homo ludens impinges on his environment: He interrupts, changes, intensifies; he follows paths and in passing, leaves traces of his presence everywhere. | design, culture | https://www.semanticscholar.org/paper/Design%3A-Cultural-probes-Gaver-Dunne/6ae8b855704dd60df8b186037dd38b43d92c40cd#paper-header |
| Digital Transformation | Sanders, E., & Dandavate, U. | Design for Experiencing: New Tools | First International Conference on Design and Emotion, TU Delft | 1999 | We propose that designers consider a mindset that allows them to derive inspiration for ideation from empathy for the emotional experiences of the people who will live with their design. We believe that end-users can and should be the most important players in the design process. | design, experience, user centered | http://echo.iat.sfu.ca/library/sanders_99_newTools.pdf |
| Digital Transformation | Denhardt, R.B. and Denhardt, J.V. | The New Public Service: serving rather than steering | Public Administration Review | 2000 | The New Public Management has championed a vision of public managers as the entrepreneurs of a new, leaner, and increasingly privatized government, emulating not only the practices but also the values of business. Proponents of the New Public Management have developed their arguments largely through contrasts with the old public administration. In this comparison, the New Public Management will, of course, always win. We argue here that the better contrast is with what we call the “New Public Service,” a movement built on work in democratic citizenship, community and civil society, and organizational humanism and discourse theory. We suggest seven principles of the New Public Service, most notably that the primary role of the public servant is to help citizens articulate and meet their shared interests rather than to attempt to control or steer society. | New Public Management, "New Public Service", citizens and civil society | https://www.academia.edu/23137016/The_New_Public_Service_Serving_Rather_than_Steering |
| Digital Transformation | Gadrey J. | The characterization of goods and services: an alternative approach | Review of Income and Wealth | 2000 | The definitions of goods and services have been debated among economists for more than two centuries. This article seeks to consider the definitions currently used from a critical perspective and to offer a new general definition of services that is compatible with the existence of several demand rationales. | goods/services, definitions, demand rationale | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1475-4991.2000.tb00848.x |
| Digital Transformation | Light, P. C. | The empty government talent pool: The new public service arrives. | The Brookings Review | 2000 | Having lost its monopoly on public service, government in general, and the federal government in particular, simply is not configured to offer the work that young Americans want. Beset by downsizing, recurrent political scandal, and a never-ending war on waste, the federal government has yet to articulate a clear vision of how to compete against the private sector for talent. Agencies are struggling just to hold the talent they already have, let alone imagine a new public service in which expertise moves more freely across the sectors. Contrary to conventional wisdom, there is little evidence that government can win the recruiting battle with higher pay. Young Americans are not saying, “Show me the money” so much as “Show me the work.” And on that count government is losing ground. | government services, non-profit sector, non-profit organizations, private sector, local government, civil service, military recruitment, hiring, human capital | https://www.jstor.org/stable/20080889?seq=1#page_scan_tab_contents |
| Digital Transformation | Prahalad C.K. and Ramaswamy V. | Co-opting customer competence | Harvard Business Review | 2000 | Major business trends such as deregulation, globalization, technological convergence, and the rapid evolution of the Internet have transformed the roles that companies play in their dealings with other companies. Business practitioners and scholars talk about alliances, networks, and collaboration among companies. But managers and researchers have largely ignored the agent that is most dramatically transforming the industrial system as we know it: the consumer. In a market in which technology enabled consumers can now engage themselves in an active dialogue with manufacturers-a dialogue that customers can control - companies have to recognize that the customer is becoming a partner in creating value. In this article, authors C.K. Prahalad and Venkatram Ramaswamy demonstrate how the shifting role of the consumer affects the notion of it company's core competencies. Where previously, businesses learned to draw on the competencies and resources of their business partners and suppliers to compete effectively, they must now include consumers as part of the extended enterprise, the authors say. Harnessing those customer competencies won't be easy. At a minimum, managers must come to grips with four fundamental realities in co-opting customer competence: they have to engage their customers in an active, explicit, and ongoing dialogue; mobilize communities of customers; manage customer diversity; and engage customers in cocreating personalized experiences. Companies will also need to revise some of the traditional mechanisms of the marketplace - pricing and billing systems, for instance-to account for their customers' new role. | customer engagement, co-creation, business | https://hbr.org/2000/01/co-opting-customer-competence |
| Digital Transformation | Buchanan, R. | Design research and the new learning. | Design Issues | 2001 | The theme of this conference is how we shape and sustain design research programs in our institutions. It is an important theme, and the conference is timely. Despite a growing body of research and published results, there is uncertainty about the value of design research, the nature of design research, the institutional framework within which such research should be supported and evaluated, and who should conduct it. In short, there is uncertainty about whether there is such a thing as design knowledge that merits seri- ous attention. My goal is to address these questions from a personal perspective, recognizing that my individual views may be less important for the goals of the conference than how my views reflect, in subtle or obvious ways, the North American social, cultural, and intellectual environment within which they have formed. The conference is about design research in the United Kingdom, and my role is to provide a contrasting perspective at the outset that may help us understand some of the issues and options that are taking shape in the United Kingdom. My willingness to play this role comes from a belief that we are in the middle of a revolution in design thinking and that events in the United Kingdom, while strongly influenced by issues of national policy, reflect changes in the field of design in many other parts of the world. | research programs, design, conference, UK | https://www.ida.liu.se/divisions/hcs/ixs/material/DesResMeth09/Theory/01-buchanan.pdf |
| Digital Transformation | Fung, A. and Wright, E.O. | Deepening Democracy: innovations in empowered participatory democracy | Politics and Society | 2001 | As the tasks of the state have become more complex and the size of polities larger and more heterogeneous, the institutional forms of liberal democracy developed in the nineteenth century—representative democracy plus technobureaucratic administration—seem increasingly ill suited to the novel problems we face in the twenty-first century. “Democracy” as a way of organizing the state has come to be narrowly identified with territorially based competitive elections of political leadership for legislative and executive offices. Yet, increasingly, this mechanism of political representation seems ineffective in accomplishing the central ideals of democratic politics: facilitating active political involvement of the citizenry, forging political consensus through dialogue, devising and implementing public policies that ground a productive economy and healthy society, and, in more radical egalitarian versions of the democratic ideal, ensuring that all citizens benefit from the nation’s wealth. The Right of the political spectrum has taken advantage of this apparent decline in the effectiveness of democratic institutions to escalate its attack on the very idea of the affirmative state. The only way the state can play a competent and constructive role, the Right typically argues, is to dramatically reduce the scope and depth of its activities. In addition to the traditional moral opposition of libertarians to the activist state on the grounds that it infringes on property rights and individual autonomy, it is now widely argued that the affirmative state has simply become too costly and inefficient. | democracy, political leadership, citizen involvement, state | https://www.versobooks.com/books/169-deepening-democracy |
| Digital Transformation | Lowndes, V., Pratchett, L. and Stoker, G. | Trends in public participation: part I – local government perspectives | Public Administration | 2001 | This article analyses the prospects for change through an examination of current practice and attitudes within local government. It presents findings from research commissioned by the Department of the Environment, Transport and the Regions (DETR) to fill gaps in existing knowledge about the extent and nature of participation exercises in local government. The study is unique in that it provides, in effect, a census of local government activity to enhance public participation. Survey-based analysis was complemented by qualitative research on the experience and aspirations of local government members and officers regarding public participation – both positive and negative. Consequently, this research complements existing studies of new developments in local participation which have tended to be largely descriptive and uncritical, focusing upon examples of ‘good practice’ and lacking any statistical underpinning regarding general trends. | local government, participation, empirical evidence | http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.455.3895&rep=rep1&type=pdf |
| Digital Transformation | Crabtree, A., Hemmings, T., Rodden, T., Cheverst, K., Clarke, K., Dewsbury, G., Rouncefield, M. | Designing with care: Adapting cultural probes to inform design in sensitive settings | Paper presented at the Proceedings of the 2004 Australasian Conference on ComputerHuman Interaction (OZCHI2004). | 2003 | We report on the methodological process of developing computer support for former psychiatric patients living in residential care settings, for older members of the community, and disabled people living at home. Methods for identifying user needs in such sensitive settings are underdeveloped and the situation presents a very complex set of design challenges. In particular, the highly personal character of such settings presents conventional observational techniques, such as ethnography, with obdurate problems that make direct observation intrusive, disruptive and inappropriate on occasion. Direct observation requires supplementation in sensitive settings. Accordingly, we report on our experiences of adapting Cultural Probes to explore care settings, to develop a design dialogue with participants, and to gather information about their unique needs. | design, cultural probes, computer support, residential care | https://www.researchgate.net/publication/239503030_Designing_with_Care_Adapting_Cultural_Probes_to_Inform_Design_in_Sensitive_Settings |
| Digital Transformation | Golafshani N. | Understanding reliability and validity in qualitative research. | The Qualitative Report | 2003 | The use of reliability and validity are common in quantitative research and now it is reconsidered in the qualitative research paradigm. Since reliability and validity are rooted in positivist perspective then they should be redefined for their use in a naturalistic approach. Like reliability and validity as used in quantitative research are providing springboard to examine what these two terms mean in the qualitative research paradigm, triangulation as used in quantitative research to test the reliability and validity can also illuminate some ways to test or maximize the validity and reliability of a qualitative study. Therefore, reliability, validity and triangulation, if they are relevant research concepts, particularly from a qualitative point of view, have to be redefined in order to reflect the multiple ways of establishing truth. | reliability, validity, triangulation, construct, qualitative, quantitative | https://nsuworks.nova.edu/tqr/vol8/iss4/6/ |
| Digital Transformation | Gregory, J. | Scandinavian approaches to participatory design | International Journal of Engineering Education | 2003 | What is distinctive about Scandinavian participatory design approaches? What can we learn from Scandinavian participatory design approaches that we can take into our own design practices, collaborations in design, and design pedagogy? The discussion argues that three principles distinguish Scandinavian approaches to participatory design: striving for democracy and demo-cratisation; explicit discussions of values in design and imagined futures; and ways that conflicts and contradictions are regarded as resources in design. The author draws on recent experiences in Norway, in multi-disciplinary and international collaborations in health informatics. Background on Scandinavian approaches to participatory design is provided to give a sense of their distinctive history and critiques reflecting on problems and limits encountered. An instance of information systems interface design is presented in order to talk concretely about Scandinavian participatory design principles in contrast to mainstream systems design traditions in the United States. | participatory design, Scandinavian approach, democratisation, values, conflict, health informatics | https://www.ijee.ie/articles/Vol19-1/IJEE1353.pdf |
| Digital Transformation | Mulgan G and Albury D | Innovation in the Public Sector | Australian National Audit Office | 2003 | The purpose of this Guide is to provide a framework for understanding the processes that underpin innovation in the public sector and to provide practical insights and a resource for practitioners. In this way the Guide is designed to further encourage and facilitate an innovative culture in the Australian Public Service (APS) and the public sector more generally. | public sector, innovation, practice, Australia | https://webarchive.nationalarchives.gov.uk/+/http:/www.cabinetoffice.gov.uk/upload/assets/www.cabinetoffice.gov.uk/strategy/pubinov2.pdf |
| Digital Transformation | Mulgan G. and Albury D. | Innovation in the Public Sector | Strategy Unit, Cabinet Office UK. | 2003 | This paper is intended to provide a framework for thinking, debate and action on the conditions for successful innovation and its diffusion in the public sector. It represents work in progress. As such we would very much welcome any comments, criticisms or case studies from both the UK and other countries, and being kept in touch with relevant on-going research and networks. | public sector, innovation, framework, UK | http://www.sba.oakland.edu/FACULTY/MATHIESON/MIS524/RESOURCES/READINGS/INNOVATION/INNOVATION_IN_THE_PUBLIC_SECTOR.PDF |
| Digital Transformation | Fountain J. E. | Building the virtual state: Information technology and institutional change | Brookings Institution Press. | 2004 | The benefits of using technology to remake government seem almost infinite. The promise of such programs as user-friendly ""virtual agencies"" and portals where citizens can access all sections of government from a single website has excited international attention. The potential of a digital state cannot be realized, however, unless the rigid structures of the contemporary bureaucratic state change along with the times. Building the Virtual State explains how the American public sector must evolve and adapt to exploit the possibilities of digital governance fully and fairly. The book finds that many issues involved in integrating technology and government have not been adequately debated or even recognized. Drawing from a rich collection of case studies, the book argues that the real challenges lie not in achieving the technical capability of creating a government on the web, but rather in overcoming the entrenched organizational and political divisions within the state. Questions such as who pays for new government websites, which agencies will maintain the sites, and who will ensure that the privacy of citizens is respected reveal the extraordinary obstacles that confront efforts to create a virtual state. These political and structural battles will influence not only how the American state will be remade in the Information Age, but also who will be the winners and losers in a digital society. | "Virtual State", technology, integration, case studies | https://www.amazon.es/Building-Virtual-State-Information-Institutional/dp/0815700776 |
| Digital Transformation | Krippendorff, K. | The semantic turn: A new foundation for design. | Boca Raton: CRC/Taylor & Francis. | 2005 | Responding to cultural demands for meaning, user-friendliness, and fun as well as the opportunities of the emerging information society, The Semantic Turn boldly outlines a new science for design that gives designers previously unavailable grounds on which to state their claims and validate their designs. It sets the stage by reviewing the history of semantic concerns in design, presenting their philosophical roots, examining the new social and technological challenges that professional designers are facing, and offering distinctions among contemporary artifacts that challenge designers. | design, distinctions, concerns | https://www.amazon.es/Semantic-Turn-New-Foundation-Design/dp/0415322200 |
| Digital Transformation | Mayer, I., Edelenbos, J., Monniikhof, R. | Interactive policy development: undermining or sustaining democracy? | Public Administration | 2005 | The question can be raised whether the principal effect of interactive policy development is to shore up a (creaking) democratic system or to destabilize its very foundations. In this article, a framework is presented for assessing the democratic credentials of interactive policy development. It is based on four views on how a democracy should work: instrumental or substantial democracy and direct or indirect democracy. Critics and advocates differ in their confidence that the intended aims can ever be realized. Based on extensive case study material of interactive local policy development projects collected between 1997 and 2001, the validity of the various arguments for or against interactive policy‐making is analysed. The analysis indicates that whether interactive policy development undermines or sustains democracy depends principally on the extent to which divergences in the expectations of the various groups are made explicit and unrealistic or mistaken expectations are dispelled. | policy, democracy, interactive democracy, local government, expectations | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.0033-3298.2005.00443.x |
| Digital Transformation | Millward, L. | Just because we are amateurs doesn’t mean we aren’t professional': the importance of expert activists in tenant participation | Public Administration | 2005 | The current UK government is committed to extending participation in civil society, with the aim of significantly increasing volunteer numbers by 2005. It has put much effort into attracting ‘representative participants’, particularly from traditionally under‐represented groups. ‘Natural joiners’ attract far less interest and are often written off as ‘the same old faces’. But the growth in opportunities for participation has actually encouraged the natural joiners because the nature of much modern participation requires people like them. Focusing on natural joiners and their motivations rather than looking at why the non‐joiners don’t join, should increase understanding of why people participate and suggest new ways forward. This article looks at people active in tenant participation – a case study of a government ‘Sounding Board’ and some preliminary results of a survey of activists. There are some unexpected findings, including that the motivations of natural joiners are close to those of career professionals in the same field, and that interest in the ‘subject’ of participation may be a motivator, rather than an outcome. | participation, civil society, volunteering | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.0033-3298.2005.00472.x |
| Digital Transformation | Bogason, P. and Musso, J.A. | The democratic prospects of network governance | American Review of Public Administration | 2006 | This article considers the democratic implications of the shift toward policy making and implementation through networks, integrating articles presented at a 2003 conference on democratic network governance. The authors argue that the effect of increased cross-sectoral and civil society involvement in governing has been to stretch liberal democratic processes to comprise greater numbers of actors involved in lateral network relationships. Although network governance has the potential to promote deliberation and to improve flexibility and responsiveness in service provision, it also raises serious issues regarding equity, accountability, and democratic legitimacy. There is a need to improve political coherence through, for example, steering or metagovernance of governance activities. Important questions for future research involve the character of actors who will take responsibility for metagovernance (e.g., politicians or public administrators) and the approaches they will use to steer governance processes. | governance, democracy, networks | https://journals.sagepub.com/doi/10.1177/0275074005282581 |
| Digital Transformation | Brandt, E. | Designing exploratory design games: a framework for participation in participatory design? | Paper presented at the Proceedings of the ninth conference on Participatory design: Expanding boundaries in design-Volume 1. | 2006 | The dogma of Participatory Design is the direct involvement of people in the shaping of future artefacts. Thus central for designers within this field are the staging of a design process involving participation of people. Organising collaboration between people having various competencies and interests is challenging and therefore designers need frameworks, which can accommodate this work. This paper discusses the use of exploratory design games to organise participation in participatory design projects. Examples of different exploratory design games as sources of inspiration are presented. Through a comparison of different exploratory design games the paper sheds light on the repertoire of possibilities for designers to be aware of when creating their own exploratory design games. | design, participation, exploratory design | https://www.researchgate.net/publication/221631240_Designing_Exploratory_Design_Games_A_Framework_for_Participation_in_Participatory_Design |
| Digital Transformation | Grabher G. | Trading routes, bypasses and risky intersections: mapping the travels of “networks” between economic sociology and economic geography | Progress in Human Geography | 2006 | In economic geography the notion of the network has come to play a critical role in a range of debates. Yet networks are rarely construed in an explicit fashion. They are, rather, assumed as some sort of more enduring social relations. This paper seeks to foreground these implicit assumptions - and their limitations - by tracing the selective engagement of economic geography with network approaches in economic sociology. The perception of networks in economic geography is mainly informed by the network governance approach that is founded on Mark Granovetter's notion of embeddedness. By embracing the network governance approach, economic geography bypassed the older tradition of the social network approach. Economic geography thus discarded not only the concerns for network position and structure but also more calculative and strategic perceptions of networks prevailing in Ron Burt's work. Beyond these two dominant traditions, economic geography has, more recently, started to tinker with the poststructuralist metaphor of the rhizome of actor-network theory while it took no notice of Harrison White's notions of publics and polymorphous network domains. | interdisciplinarity, network governance approach, networks, publics, rhizome, social network analysis | https://journals.sagepub.com/doi/abs/10.1191/0309132506ph600oa |
| Digital Transformation | Karwan, K. R., & Markland, R. E. | Integrating service design principles and information technology to improve delivery and productivity in public sector operations: The case of the South Carolina DMV. | Journal of Operations Management, 24(4 SPEC. ISS.) | 2006 | One relatively unanswered question regarding operational efficiency and effectiveness is whether and how public sector or government operations can employ service strategy and design concepts to deal with the conflicting objectives of minimizing expenditures while providing for an increasing number of “causes” [Haywood-Farmer, J., Nollet, J., 1991. Service Plus: Effective Service Management, G. Morin Publisher, Quebec]. In this paper, we argue that the mechanism that permits or enables simultaneous success on these dimensions in public sector operations is information technology applied in conjunction with a unified set of service operations concepts. To demonstrate this contention, we employ an adaptation of the Goldstein et al. [Goldstein, S.M., Johnston, R., Duffy, J., Rao, J., 2002. The service concept: the missing link in service design research? Journal of Operations Management 20 (2), 121–134] service planning design framework, taking issue with some interpretative aspects of their strategic model. The modified planning framework was applied to an initiative in South Carolina state government to improve operations and technology deployment at the Department of Motor Vehicles (DMV). The detailed and ongoing case study illustrates the utility of a broad service-based, IT-enabled approach to designing a government service, while simultaneously demonstrating that operational service alignment is the key to avoiding results that have long been labeled a dilemma in the public sector. | Service design, Public sector operations, Information technology, Case study | https://www.sciencedirect.com/science/article/abs/pii/S0272696305001208 |
| Digital Transformation | Lowndes, V., Pratchett, L. and Stoker, G | Local political participation: the impact of rules-in-use | Public Administration | 2006 | This article argues that political participation is shaped by locally distinctive ‘rules‐in‐use’, notwithstanding the socio‐economic status or level of social capital in an area. It recognizes that the resources available to people, as well as the presence of social capital within communities, are potential key determinants of the different levels of local participation in localities. However, the article focuses on a third factor – the institutional rules that frame participation. Levels of participation are found to be related to the openness of the political system, the presence of a ‘public value’ orientation among local government managers, and the effectiveness of umbrella civic organizations. Whereas resources and social capital are not factors that can be changed with any great ease, the institutional determinants of participation are more malleable. Through case study analysis, the article shows how actors have shaped the environment within which citizens make their decisions about engagement, resulting in demonstrable effects upon levels of participation. | local government, participation, institutional set-up | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.2006.00601.x |
| Digital Transformation | Sorensen | Metagovernance: the changing role of politicians in processes of democratic governance | American Review of Public Administration | 2006 | Current changes in governing tasks that face the political systems in liberal democracies require governance to be performed in new ways. Governance can no longer take the form of sovereign rule but must be performed through various forms of metagovernance, regulation of self-regulation. The consequence is a transformation of the role that politicians play in the governance of society that endangers representative democracy aswe knowit but does not necessarily endanger representative democracy as such. A case study of the specific, narrow way in which the newmetagoverning politician role is interpreted and institutionalized in four Danish municipalities suggests that network governance marginalizes politicians and consequently weakens representative democracy. If this weakening of democracy is to be avoided, politicians must strengthen their roles in metagovernance by broadening their leadership repertoire to include framing through institutional design, storytelling, supporting and facilitating, and participating. | governance, democracy, metagovernance, politicians | https://journals.sagepub.com/doi/10.1177/0275074005282584 |
| Digital Transformation | Anton, S., McKee, S., Harrison, S. and Farrar, S. | Involving the public in NHS service planning | Journal of Health Organisation Management | 2007 | Purpose: The purpose of this paper is to report the findings of a study that examined the development of an assessment framework for public involvement. Design/methodology/approach: The paper has adopted a multi‐method approach that includes: a focused review of literature relating to tools that might be used to provide valid and reliable assessments of public involvement; key informant interviews with people with experience from various perspectives of efforts to involve the public in the planning and development of health services; and a detailed study of a specific public involvement initiative involving a range of “stakeholder” interviews. Findings: The paper finds that there are uncertainty and a lack of consensus about how assessment of public involvement should be undertaken. The findings emphasise the need to recognise the diverse nature of public involvement, which may require assessment to be employed flexibly at each individual NHS Board level. Research limitations/implications: The paper is a small‐scale study, in which it was only possible to probe a limited number of stakeholders' views due to practical and time restrictions. Originality/value: The paper adds value to the discussions taking place at Scottish Government level as to the best approach in assessing public involvement in health service decision making. | Scotland, National Health Service, national standards | https://www.emerald.com/insight/content/doi/10.1108/14777260710778989/full/html |
| Digital Transformation | Rhodes, R.A.W. and Wanna, J. | The limits to Public Value, or rescuing responsible government from the Platonic Guardians | The Australian Journal of Public Administration | 2007 | In various guises, public value has become extraordinarily popular in recent years. We challenge the relevance and usefulness of the approach in Westminster systems with their dominant hierarchies of control, strong roles for ministers, and tight authorising regimes underpinned by disciplined two‐party systems. We start by spelling out the core assumptions behind the public value approach. We identify two key confusions; about public value as theory, and in defining ‘public managers’. We identify five linked core assumptions in public value: the benign view of large‐scale organisations; the primacy of management; the relevance of private sector experience; the downgrading of party politics; and public servants as Platonic guardians. We then focus on the last two assumptions because they are the least applicable in Westminster systems. We defend the ‘primacy of party politics’ and we criticise the notion that public managers should play the role of Platonic guardians deciding the public interest. The final section of the article presents a ‘ladder of public value’ by which to gauge the utility of the approach for public managers in Westminster systems. | bureaucracy, public value, public interest, public management, westminister | https://www.academia.edu/17972745/The_Limits_to_Public_Value_or_Rescuing_Responsible_Government_from_the_Platonic_Guardians |
| Digital Transformation | Jones, G. and Needham, C. | Debate: Consumerism in public services – for and against | Public Money and Management | 2008 | This article began life as a debate for MSc students in a public management class at Queen Mary, University of London, convened by the authors. In seeking to explain the significance of consumerism in contemporary public service reform, the authors took different positions on the normative appeal of consumer-oriented public service reforms. In this article George Jones begins by setting out the advantages of consumerism in public services. In the second part of the article, Catherine Needham sets out to rebut some of these purported advantages. In the conclusion, the authors identify some points of consensus and the key points of disagreement. | public serivices, reform, consumer orientation | https://www.tandfonline.com/doi/abs/10.1111/j.1467-9302.2008.00624.x |
| Digital Transformation | Vargo, S.L. and Lusch, R.F. | Service-dominant logic: Continuing the evolution | Journey of the Academy of Marketing Science | 2008 | Since the introductory article for what has become known as the “service-dominant (S-D) logic of marketing,” “Evolving to a New Dominant Logic for Marketing,” was published in the Journal of Marketing (Vargo, S. L., & Lusch, R. F. (2004a)), there has been considerable discussion and elaboration of its specifics. This article highlights and clarifies the salient issues associated with S-D logic and updates the original foundational premises (FPs) and adds an FP. Directions for future work are also discussed. | service-dominant logic, new-dominant logic, service, strategic fast supply chains, network chains, opportunism, collaboration | http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.455.3128&rep=rep1&type=pdf |
| Digital Transformation | Droege H., Hildebrand D. and Heras Forcada M. | Innovation in services: present findings and future pathways | Journal of Service Management | 2009 | The purpose of this paper is, firstly, to review existing schools of thought and to identify present research fields in new service development (NSD) and service innovation research, and, secondly, to discuss future research opportunities. The literature review is based on a search for “service innovation” and “NSD” in titles, abstracts and keywords of articles. As a result of looking at the references, as well as through analysis of papers which cite the articles identified, additional publications are included in this study. Four schools of thought and five distinct research fields are presented. Herein, the authors show that there is a lack of studies of organisational innovations, and that differences in the drivers for radical or incremental innovations may be of degree rather than of kind. Further, contradictory results in the research field on differences versus similarities of new product and NSD are identified. In addition, the authors propose possible pathways for future research for each research field and school of thought. The scope of publications included in this review may be subject to criticism as book‐publications may be under‐represented in this review. Also, the keywords used for the initial search could include additional words. The paper groups previously scattered research activities from various backgrounds such as marketing and operations into distinct research fields, and presents both the status quo and a discussion of possible directions for future research. | research work, services, innovation | https://www.emerald.com/insight/content/doi/10.1108/09564230910952744/full/html |
| Digital Transformation | Moher, D., Liberati, A., Tetzlaff, J., Altman, D. G. and Grp, P. | Preferred Reporting Items for Systematic Reviews and Meta-Analyses: The PRISMA Statement, Plos Medicine | 2009 | The aim of the PRISMA Statement is to help authors improve the reporting of systematic reviews and meta-analyses. We have focused on randomized trials, but PRISMA can also be used as a basis for reporting systematic reviews of other types of research, particularly evaluations of interventions. PRISMA may also be useful for critical appraisal of published systematic reviews. However, the PRISMA checklist is not a quality assessment instrument to gauge the quality of a systematic review. | PRISMA statement, systematic review, meta-analysis, research | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2707599/ | |
| Digital Transformation | Ragin C. | Reflections on casing and case-oriented research. | The Sage handbook of case-based methods | 2009 | This book goes far beyond its predecessor in several important respects. First, it takes as its starting point the centrality of case-oriented research to contemporary social science and seeks to improve its practice. One implicit goal of Ragin and Becker (1992) was to make the case for case-oriented research by bringing the case concept to the foreground of social science discourse (see also Feagin et al. 1991). Comparing today with the early 1990s, it is clear that the status of case-oriented work has improved, and scholars can describe their work as case-oriented without feeling awkward or vulnerable to attack. Second, unlike its predecessor, which was short on practical advice, this Handbook is both conceptually oriented and practically oriented. It not only revisits conceptual issues addressed in the previous work but also raises an array of new issues, packaged around discussions of a variety of case-oriented techniques. The practical advice offered in the present book spans the entire spectrum of case-oriented inquiry, with a special emphasis on analytic /techniques that maintain the integrity of cases through the research process and also provide ways of viewing cases as coherent bundles of aspects and attributes (e.g. cluster analysis, correspondence analysis, singlecase probabilities, qualitative comparative analysis). Third, many of the contributions to this Handbook explicitly engage the realist perspective in some way. In essence, to posit cases is to engage in ontological speculation regarding what is obdurately real but only partially and indirectly accessible through social science. Bringing a realist perspective to the case question deepens and enriches the dialogue, clarifying some key issues while sweeping others aside. | research, case studies, social science | https://marcell.memoryoftheworld.org/David%20Byrne/The%20SAGE%20Handbook%20of%20Case-Based%20Methods%20(2580)/The%20SAGE%20Handbook%20of%20Case-Based%20Methods%20-%20David%20Byrne.pdf#page=541 |
| Digital Transformation | Rainey, H. G. | Understanding and managing public organizations. | John Wiley & Sons. | 2009 | “For more than a decade, Rainey’s book has been a must-read for everyone in the community of public management in Korea, just like in many places all over the world. Undoubtedly, it provides a valuable resource for researchers and students who are interested in public management and applications of organization theory to public organizations. It is quite simply the best investigation of public organization and management that I’ve read.” —Young Han Chun, associate dean, Graduate School of Public Administration, Seoul National University | public management, public organizations | https://www.wiley.com/en-us/Understanding+and+Managing+Public+Organizations%2C+5th+Edition-p-9781118583715 |
| Digital Transformation | Sirianni C. | Investing in Democracy. Engaging citizens in Collaborative Governance. | Washington DC, Brookings Inst. Pr. | 2009 | The health of American democracy ultimately depends on our willingness and ability to work together as citizens and stakeholders in our republic. Government policies often fail to promote such collaboration. But if designed properly, they can do much to strengthen civic engagement. That is the central message of Carmen Sirianni's eloquent new book. Rather than encourage citizens to engage in civic activity, government often puts obstacles in their way. Many agencies treat citizens as passive clients rather than as community members, overlooking their ability to mobilize assets and networks to solve problems. Many citizen initiatives run up against rigid rules and bureaucratic silos, causing all but the most dedicated activists to lose heart. The unfortunate—and unnecessary—result is a palpable decline in the quality of civic life. Fortunately, growing numbers of policymakers across the country are figuring out how government can serve as a partner and catalyst for collaborative problem solving. Investing in Democracy details three such success stories: neighborhood planning in Seattle; youth civic engagement programs in Hampton, Virginia; and efforts to develop civic environmentalism at the U.S. Environmental Protection Agency. The book explains what measures were taken and why they succeeded. It distills eight core design principles that characterize effective collaborative governance and concludes with concrete recommendations for federal policy. | government, citizen participation, policy, democracy, environment | https://www.amazon.com/Investing-Democracy-Engaging-Collaborative-Governance/dp/0815703120 |
| Digital Transformation | Bason, C. | Leading public sector innovation : co-creating for a better society | Bristol: Policy Press. | 2010 | In a time of unprecedented turbulence, how can public sector organisations increase their ability to find innovative solutions to society's problems? "Leading public sector innovation" shows how government agencies can use co-creation to overcome barriers and deliver more value, at lower cost, to citizens and business. Through inspiring global case studies and practical examples, the book addresses the key triggers of public sector innovation. It shares new tools for citizen involvement through design thinking and ethnographic research, and pinpoints the leadership roles needed to drive innovation at all levels of government. "Leading public sector innovation" is essential reading for public managers and staff, social innovators, business partners, researchers, consultants and others with a stake in the public sector of tomorrow. "This is an excellent book, setting out a clear framework within which the practical issues involved in public sector innovation are explored, using insights drawn from extensive practical experience of implementing and supporting it. It draws on an impressive range of research and relevant wider experience in both public and private sectors and is written in a clear and persuasive style. The book offers an excellent synthesis of principles, practices and tools to enable real traction on the innovation management problem - and it ought to find a place on any manager's bookshelf." John Bessant, Director of Research and Knowledge Transfer and Professor of Innovation and Entrepreneurship, University of Exeter Business School | public sector, innovation, co-creation, experience, innovation leaders | https://www.amazon.es/Leading-Public-Sector-Innovation-Co-Creating/dp/1847426336 |
| Digital Transformation | Bland T., Bruk B., Kim D., and Lee K. T. | Enhancing Public Sector Innovation: Examining the Network-Innovation Relationship | The Innovation Journal: The Public Sector Innovation Journal | 2010 | Communities around the country are facing an increasing number of problems for which traditional government action is failing. This has led to a growing realization that the public sector must increase its capacity to innovate. In an effort to do so, the public sector has increasingly turned to networks of public, private, and non-profit organizations. While a considerable body of academic research has examined the relationship between collaboration and innovation, the research has focused primarily on the network’s capacity to generate new ideas. Recognizing that innovation is a dynamic and iterative process, which includes the generation, acceptance, and implementation of a new idea or approach to an issue, we argue that previous studies have provided for a somewhat limited understanding of this relationship. Consequently, these studies have provided little to no practical guidance for public managers. To address this gap in the literature, the present study makes a first step in the development of a management perspective on the relationship between collaboration and innovation. In doing so, we present an exploratory case study of the Texoma Regional Consortium, a regional partnership that brought together Texas and Oklahoma workforce development efforts, that suggests the design, development, and institutionalization of specific mechanisms (integration, dialogue, and coordination) to facilitate the use of the network form of governance for the specific purposes of public sector innovation. | public sector, innovation, collaboration, networks | https://www.semanticscholar.org/paper/Enhancing-Public-Sector-Innovation%3A-Examining-the-Bland-Bruk/36a535d0db61c682a3bf3cd6a979c4f119bfeab8 |
| Digital Transformation | Blomkvist, J., Holmlid, S., & Segelström, F. | Service design research: yesterday, today and tomorrow | In J. Schneider, M. Stickdorn, F. Bisset, K. Andrews, & A. Lawrence (Eds.), This is Service Design thinking Amsterdam: BIS Publishers. | 2010 | How to design and market services to create outstanding customer experiences. Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. "This Is Service Design Thinking" combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principlesTools: describing a variety of tools and methods used in Service Design ThinkingCases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design. At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper--capturing different stakeholder concerns: e.g. customers, front-line staff and management. | design thinking, customer experience, fundamentals, tools | http://www.diva-portal.org/smash/record.jsf?pid=diva2%3A549518&dswid=https://images-eu.ssl-images-amazon.com/images/I/01LAv8I1AxL._RC|01MPykUsrCL.css,01LKsGfpclL.css,01PTkp9JOCL.css,01cdXa5nSoL.css_.css?AUIClients/DesktopMedleyFilteringMetaAsset |
| Digital Transformation | Bannister F. and Connolly R. | Trust and transformational government: A proposed framework for research. | Government Information Quarterly | 2011 | This paper examines the concepts of trust and transformational government, both of which have been the subject of increasing attention in recent times. It explores what trust and transformation mean, or could mean, for government, governance and public administration and whether transformational government is just a feel-good phrase or a genuinely new departure. As part of this, the question of what precisely is being, or could be, transformed is examined. The results of this examination suggest that the expectation that technology-enabled change has the ability to increase citizen trust, thereby transforming government may be too high, but that more research is needed. A framework for such research is proposed. | government, e-government, trust, transformation, public administration | https://www.sciencedirect.com/science/article/pii/S0740624X11000062 |
| Digital Transformation | Cross, N. | Design thinking: understanding how designers think and work. | Oxford: Berg. Curedale, R. A. | 2011 | Design thinking is the core creative process for any designer; this book explores and explains this apparently mysterious "design ability". Focusing on what designers do when they design, Design Thinking is structured around a series of in-depth case studies of outstanding and expert designers at work, interwoven with overviews and analyses. The range covered reflects the breadth of Design, from hardware to software product design, from architecture to Formula One design. The book offers new insights and understanding of design thinking, based on evidence from observation and investigation of design practice. Design Thinking is the distillation of the work of one of Design's most influential thinkers. Nigel Cross goes to the heart of what it means to think and work as a designer. The book is an ideal guide for anyone who wants to be a designer or to know how good designers work in the field of contemporary Design. | design thinking, case studies, expert designers, | https://books.google.es/books?hl=es&lr=&id=F4SUVT1XCCwC&oi=fnd&pg=PT5&dq=Design+thinking+:+understanding+how+designers+think+and+work.&ots=7PXwCXQr1m&sig=_vRuMVtbDH6hala7P4RGk2E0AlA#v=onepage&q=Design%20thinking%20%3A%20understanding%20how%20designers%20think%20and%20work.&f=false 2) https://www.amazon.es/Design-Thinking-Process-Methods-Manual/dp/1940805201 |
| Digital Transformation | Fotaki, M. | Towards developing new partnerships in public services: users as consumers, citizens and/or co-producers in health and social care in England and Sweden | Public Administration | 2011 | The causes and effects of marketization of public services have been analysed extensively in the literature, but there is relatively little research on how those policies impact on the development of new forms of governance, and the role of users in these new arrangements. This study reviews examples of competition, freedom of choice and personalized care in health and social services in England and Sweden, in order to examine the type of relationships emerging between the user/consumer vis‐à‐vis market driven providers and various agencies of the state under the marketized welfare. The article focuses on the possible roles users might assume in new hybrid arrangements between markets, collaborations and steering. A user typology: namely, that of a consumer, citizen, co‐producer and responsibilized agent in various governance arrangements, is then suggested. The article concludes by arguing that pro‐market policies instead of meeting the alleged needs of post‐modern users for individualized public services are likely to promote a new type of highly volatile and fragile partnerships, and create a new subordinated user who has no choice but to ‘choose’ services they have little control over. | health care, social services, choice, personalization, public service marketization, citizen-consumer | https://www.researchgate.net/publication/51874501_Towards_Developing_New_Partnerships_in_Public_Services_Users_as_Consumers_Citizens_andor_Co-Producers_in_Health_and_Social_Care_in_England_and_Sweden |
| Digital Transformation | Kimbell, L. | Designing for Service as One Way of Designing Services. | International Journal of Design, 5(2) | 2011 | This paper considers different ways of approaching service design, exploring what professional designers who say they design services are doing. First it reviews literature in the design and management fields, including marketing and operations. The paper proposes a framework that clarifies key tensions shaping the understanding of service design. It then presents an ethnographic study of three firms of professional service designers and details their work in three case studies. The paper reports four findings. The designers approached services as entities that are both social and material. The designers in the study saw service as relational and temporal and thought of value as created in practice. They approached designing a service through a constructivist enquiry in which they sought to understand the experiences of stakeholders and they tried to involve managers in this activity. The paper proposes describing designing for service as a particular kind of service design. Designing for service is seen as an exploratory process that aims to create new kinds of value relation between diverse actors within a socio-material configuration. This has implications for existing ways of understanding design and for research, practice and teaching. | Designing for Service, Service Design, Service Management | https://www.researchgate.net/publication/282989518_Designing_for_Service_as_One_Way_of_Designing_Services |
| Digital Transformation | Steen, M., Manschot, M., & Koning, N. D. | Benefits of co-design in service design projects | International Journal of Design | 2011 | In many service design projects, co-design is seen as critical to success and a range of benefits are attributed to co-design. In this paper, we present an overview of benefits of co-design in service design projects, in order to help the people involved to articulate more precisely and realistically which benefits to aim for. Based on a literature review and a discussion of three service design projects, we identified three types of benefits: for the service design project; for the service’s customers or users; and for the organization(s) involved. These benefits are related to improving the creative process, the service, project management, or longer-term effects. We propose that the people involved in co-design first identify the goals of the service design project and then align their co-design activities, and the associated benefits, to these goals. The paper closes with a brief discussion on the need for developing ways to monitor and evaluate whether the intended benefits are indeed realized, and the need to assess and take into account the costs and risks of co-design. | Benefits, Co-Design, Service Design, Cases | http://www.ijdesign.org/index.php/IJDesign/article/view/890/346 |
| Digital Transformation | Stewart, S. C. | Interpreting Design Thinking | Design Studies | 2011 | The topic that was discussed at the 8th Design Thinking Research Symposium (DTRS8), held at the University of Technology Sydney in October, 2010 was growing popularity of Design Thinking within sectors outside the design professions. The participants were informed that there was interest in and engagement with Design Thinking in sectors ranging from education to health and information technology. The DTRS8 meeting represented an opportunity for the design research community to engage with and clarify potential for cross-sector migration of Design Thinking approaches and strategies and explore more potential cross-boundary engagements. The identification of design with strategies for addressing ill-structured and complex problems was of key significance to advocates of Design Thinking within a range of non-design sectors. Another important motivator for engagement with design by thinkers from non-design sectors was a focus on design as an agent of change. | design thinkin, research, topic engagement | https://www.sciencedirect.com/science/article/pii/S0142694X11000640 |
| Digital Transformation | Berman S. J. | Digital transformation: Opportunities to create new business models. | Strategy & Leadership | 2012 | According to IBM research, companies seeking opportunities in an era of constant customer connectivity focus on two complementary activities: reshaping customer value propositions and transforming their operations using digital technologies for greater customer interaction and collaboration. This paper aims to address this issue. The paper explains that businesses aiming to generate new customer value propositions or transform their operating models need to develop a new portfolio of capabilities for flexibility and responsiveness to fast‐changing customer requirements. The paper finds that engaging with customers at every point where value is created is what differentiates a customer‐centered business from one that simply targets customers well. Customer interaction in these areas often leads to open collaboration that accelerates innovation using online communities. Companies focused on fully reshaping the operating model optimize all elements of the value chain around points of customer engagement. The article explains how companies with a cohesive plan for integrating the digital and physical components of operations can successfully transform their business models. | digital enterprise transformation, reshaping customer value propositions, transforming operations, customer interaction and collaboration, operating model innovation, business model innovation, customer-centric enterprise, digitally enabled supply chain, digital technology, modelling | https://www.emerald.com/insight/content/doi/10.1108/10878571211209314/full/html |
| Digital Transformation | Hanna P. | Using internet technologies (such as skype) as a research medium: A research note. | Qualitative Research | 2012 | This article presents a brief account of research which embraced the notion of research participant choice by adopting a flexible approach to the medium through which the semi-structured interviews were conducted. The following short paper provides an insight into the ways in which using Skype as a research medium can allow the researcher to reap the well-documented benefits of traditional face-to-face interviews in qualitative research, while also benefiting from the aspects Holt suggests telephone interviews bring to such research. | ecological concerns, internet interviews, participant choice, telephone interviews, Skype | https://journals.sagepub.com/doi/abs/10.1177/1468794111426607?journalCode=qrja |
| Digital Transformation | Haverland, M., & Yanow, D. | A hitchhiker's guide to the public administration research universe: Surviving conversations on methodologies and methods. | Public Administration Review | 2012 | Scientific conversations can be riddled with confusion when contributions to the discussion are based on notions about ways of knowing that remain implicit. Researchers often mix different methodological positions in their research designs because they lack an awareness of the distinctions between different ways of knowing and their associated methods. The authors engage and reflect on these differences, with particular attention to four areas: research question formulations, the character and role of concepts and theories, hypotheses versus puzzles, and case study research. They call on all researchers, both academics and practitioners, to be aware of the ways in which scientific terms serve, in research debates, as signifiers of different logics of inquiry. Awareness of these differences is important for the sake of productive scientific discussions and for the logical consistency of research, as both of the ways of knowing discussed here are legitimate scientific endeavors, albeit invoking different evaluative criteria. | research methodology, concepts, formulations, theories, hypotheses | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1540-6210.2011.02524.x |
| Digital Transformation | Thomson, M., & Koskinen, T. | Design for growth & prosperity: Report and recommendations of the European Design Leadership Board | European Design Leadership Board | 2012 | From the outset, the Design Leadership Board has worked to a broad understanding of design. In this report, design is perceived as an activity of people-centred innovation by which desirable and usable products and services are defined and delivered. Design has a role to play in business processes and metrics (such as value-adding or cost cutting). Design is considered as a sector in its own right of specialised, professional economic activity by trained and qualified practitioners and as a tool for business and organisational growth at the highest strategic level. In addition to its economic benefits, design also encompasses sustainable and responsible behaviour contributing positively to an innovative society and improved quality of life. | design, innovation, user centered, value | http://europeandesigninnovation.eu/wp-content/uploads/2012/09/Design_for_Growth_and_Prosperity_.pdf |
| Digital Transformation | Alves, H. | Co-creation and innovation in public services | The Service Industries Journal | 2013 | Public-sector services feature some very specific characteristics that frequently prove to be obstacles to innovation. This article therefore discusses how co-creation, within a Service-Dominant (S-D) logic, may contribute to innovation in these organisations and overcome the challenges posed by scarce resources and a multiplicity of clients and objectives and maintain citizen consensus around these activities. This discussion is backed up by examples drawn from the United Nations awards made annually for the best public-sector practices and innovations. | public services, innovation, value co-creation, S-D logic | https://www.tandfonline.com/doi/abs/10.1080/02642069.2013.740468 |
| Digital Transformation | Arundel, A and Huber D. | From too little to too much innovation? Issues in measuring innovation in the public sector | Structural Change and Economic Dynamics, 27 | 2013 | Interviews with 37 branch level managers in the Australian Federal Government were conducted to determine how managers understood the concept of innovation and their familiarity with different types of innovations. A follow-on survey found that 91% of branches introduced an innovation in the previous two years. This high rate suggests that many of the innovations could be minor. Extensive cognitive testing found that public sector managers can provide high quality estimates of the amount of person months expended on innovations and on other measures of the significance of an innovation. Using this information, the share of branches that introduced a significant innovation is approximately 60%. Although suggestive, there is no statistically significant difference in the time required to develop innovations derived from ideas provided by upper management or by lower level staff. These and other results are relevant to the design and interpretation of public sector innovation surveys. | Public sector, Innovation indicators, Cognitive testing, Surveys | https://www.sciencedirect.com/science/article/pii/S0954349X13000611 |
| Digital Transformation | Curedale, R. | Design thinking: process and methods manual | Topanga, CA: Design Community College. | 2013 | This book is the most extensive reference available to Design Thinking. Design Thinking is an approach to designing products, services, architecture, spaces and experiences that is being quickly adopted by designers, architects and some of the world's leading brands such as GE, Target, SAP, Procter and Gamble, IDEO and Intuit. It is being taught at leading universities including Stanford and Harvard. Design Thinking creates practical and innovative solutions to problems. It drives repeatable innovation and business value. Design Thinking can be used to develop a wide range of products, services, experiences and strategy. It is an approach that can be applied by anyone. This book is an indispensable Design Thinking reference guide for: -Architects, industrial designers, interior designers, UX and web designers, service designers, exhibit designers, design educators and students, visual communication designers, packaging and fashion designers, all types of designers -Engineers and Marketing professionals -Executives and senior business leaders -Decision makers in R&D of products, services, systems and experiences -School teachers and school students Chapters describe in easy to understand language: -History of Design Thinking -What is Design Thinking -Why use Design Thinking -Who can use Design Thinking -How to create spaces for effective Design Thinking -Design Thinking process in detail -150 Design Thinking methods described step by step. The author Robert Curedale focuses the experience of decades of design practice and teaching for some of the world's leading brands, design consultancies, design schools and universities in Asia, Australia, Europe and North America. He established and manages the world's largest online network of around 300,000 of the worlds most influential design executives, professional working designers and architects. Robert has been the author of six best selling books on on design. | designthinking, methods, solutions, value | https://books.google.com.mx/books/about/Design_Thinking.html?id=UlmKkgEACAAJ&source=kp_cover&redir_esc=y |
| Digital Transformation | Fernández del Carpio, A. | Aproximación Formal para la Gestión y Evaluación de Living Labs (Formal approach for Living Labs management and evaluation) | PhD Thesis | 2013 | Users’ involvement in the innovation process has favored the development of technology products and services most suitable to their needs, and through the open innovation managed by organizations has led to the creation of new ways of managing knowledge. Living Labs are an integrated approach to user-driven open innovation, and it creates a real environment for co-creation and experimentation with active user participation from early stages of innovation. Some challenges and problems came out by configuring and implementing these innovation environments, and in order to address them several and sparse approaches were developed. Despite the various contributions found in the literature, a need still unresolved is how to fully and satisfactorily perform evaluation and improvement of Living Labs in such a way that is possible to determine the maturity of these organizations as innovation environments and determine the added value and impact of innovations generated. This would determine the Living Lab’s performance level and the effectiveness from innovations generated for both users and territorial environment in order to establish later improvement plans based on the results achieved. In order to provide a formalized and holistic solution, this thesis focuses on describing the mechanisms to get the Living Lab’s performance level as real environment of user-driven open innovation, and determining the effectiveness and impact of technological products and services developed through the development of a model which defines a set of best practices grouped by process areas aimed at innovation management, and specifying a range of activities for conducting an evaluation process. The model also includes information about roles and responsibilities for configuring staff assessment. The results obtained from validating the proposed model were aimed at determining the representativeness of practices for managing and developing Living Labs, getting a suitable characterization about the evolution and improvement of these innovation environments, an acceptable statement of evaluation aspects about results and impacts, and an appropriate specification of mechanisms to carry out the evaluation process | Living labs, management, innovation, user involvement, evaluation | https://e-archivo.uc3m.es/handle/10016/17982 |
| Digital Transformation | Fishenden, J., & Thompson, M. | Digital government, open architecture, and innovation: Why public sector it will never be the same again. | Journal of Public Administration Research and Theory | 2013 | This article argues that the future of public services will be shaped increasingly by the evolution of global, Internet-enabled, digital platforms, with two distinctive technical and commercial features. First, use of open standards and architectures that separate standard business logic from supporting applications will allow government to become technology- and vendor-agnostic, freeing it from its overdependence on proprietary systems and suppliers. Second, over time, open standards and increased market choice will drive both innovation and progressive convergence on cheaper, standard “utility” public services. These two features will combine to create a powerful dynamic situation, driving disintegration of traditional “black boxed” technologies and services, traditionally organized around “systems integrators” and departmental structures, and their reaggregation around the citizen in the form of services. Such reaggregation is allowing progressively sharp distinctions between niche/innovative and commodity/standard offerings, supplied by a plural, innovative, and more cost-effective marketplace, with unprecedented implications for the way in which the state buys and deploys technology. We draw on a range of data from across public and private sectors to illustrate our argument and identify some key policy and implementation recommendations. | public services, digital plattforms, open standards, | https://academic.oup.com/jpart/article-abstract/23/4/977/960641/ |
| Digital Transformation | Hartley J., Sørensen E. and Torfing J. | Collaborative innovation: A viable alternative to market-competition and organizational entrepreneurship? | Public Administration Review | 2013 | There are growing pressures for the public sector to be more innovative but considerable disagreement about how to achieve it. This article uses institutional and organizational analysis to compare three major public innovation strategies. The article confronts the myth that the market‐driven private sector is more innovative than the public sector by showing that both sectors have a number of drivers of as well as barriers to innovation, some of which are similar, while others are sector specific. The article then systematically analyzes three strategies for innovation: New Public Management, which emphasizes market competition; the neo‐Weberian state, which emphasizes organizational entrepreneurship; and collaborative governance, which emphasizes multiactor engagement across organizations in the private, public, and nonprofit sectors. The authors conclude that the choice of strategies for enhancing public innovation is contingent rather than absolute. Some contingencies for each strategy are outlined. | public sector, innovation strategies, drivers, barries, entrepreneurship, collaboration, multi-agent | https://onlinelibrary.wiley.com/doi/abs/10.1111/puar.12136 |
| Digital Transformation | Lyon Fergus | Social innovation, co-operation and competition: inter-organisational relations for social enterprises in the delivery of public services | Third Sector Research Centre, Working Paper 114. | 2013 | Social innovation is seen as a way of developing new approaches to addressing social problems (Phills et al., 2008; Murray et al., 2010). As with innovation in other contexts, collaborative relations are often a factor in successful cases of social innovation, although little is known about how co-operation is built up and maintained. This chapter sets out an argument for understanding how these inter-organizational relationships operate. This is necessary in order to go beyond the empty rhetoric of terms such as ‘partnership’, ‘collaboration’ and ‘co-operation’, and understand how these complex forms of organizing are built and maintained (Hastings, 1996; Atkinson, 1999). There has been much discussion of the need for collaboration (OTS, 2009) and co-operation between organizations is given as a core value of some forms of social enterprises such as co-operatives (Spear, 2000), but very little work has been carried out on understanding the process of building these relationships. | public sector, public service, social enterprise, social entrepreneur, social innovation | https://link.springer.com/chapter/10.1057/9780230367098_6 |
| Digital Transformation | Osborne, S. P., Radnor, Z., & Nasi, G. | A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach | The American Review of Public Administration | 2013 | This article argues that current public management theory is not fit for purpose—if it ever has been. It argues that it contains two fatal flaws—it focuses on intraorganizational processes at a time when the reality of public services delivery is interorganizational, and it draws upon management theory derived from the experience of the manufacturing sector and which ignores the reality of public services as “services.” The article subsequently argues for a “public service dominant” approach. This not only more accurately reflects the reality of contemporary public management but also draws upon a body of substantive service-dominant theory that is more relevant to public management than the previous manufacturing focus. We argue that this approach makes an innovative contribution to public management theory in the era of the New Public Governance. The article concludes by exploring the implications of this approach in four domains of public management and by setting a research agenda for a public-service dominant theory for the future. | public administration, public management issues, politics/administration issues, organizational theory, public administration/administrative theory | https://journals.sagepub.com/doi/abs/10.1177/0275074012466935 |
| Digital Transformation | Perrott, B. E. | Including customers in health service design | Health marketing quarterly | 2013 | This article will explore the concept and meaning of codesign as it applies to the delivery of health services. The results of a pilot study in health codesign will be used as a research based case discussion, thus providing a platform to suggest future research that could lead to building more robust knowledge of how the consumers of health services may be more effectively involved in the process of developing and delivering the type of services that are in line with expectations of the various stakeholder groups. | customer orientation, codesign, service-dominant logic, health service design | https://www.tandfonline.com/doi/abs/10.1080/07359683.2013.787882 |
| Digital Transformation | Andresen, K. | Ordning, reda og brukermedvirkning | Stat & styring | 2014 | Service design is about creating better and more efficient services, by putting the user's needs at the center. Now designers will renew and improve the public sector by creating shape in the myriad created by regulations, laws and regulations. | service design, user centered, public services | https://www.idunn.no/stat/2014/03/ordning_reda_og_brukermedvirkning?languageId=2 |
| Digital Transformation | Besharov M.L. and Smith W.K. | Multiple institutional logics in organizations: explaining their varied nature and implications | Academy of Management Review | 2014 | Multiple institutional logics present a theoretical puzzle. While scholars recognize their increasing prevalence within organizations, research offers conflicting perspectives on their implications, causing confusion and inhibiting deeper understanding. In response, we propose a framework that delineates types of logic multiplicity within organizations, and we link these types with different outcomes. Our framework categorizes organizations in terms of logic compatibility and logic centrality and explains how field, organizational, and individual factors influence these two dimensions. We illustrate the value of our framework by showing how it helps explain the varied implications of logic multiplicity for internal conflict. By providing insight into the nature and implications of logic multiplicity within organizations, our framework and analysis synthesize the extant literature, offer conceptual clarity, and focus future research. | logic multiplicity, framework, organizations | https://journals.aom.org/doi/abs/10.5465/amr.2011.0431 |
| Digital Transformation | Deserti, A., & Rizzo, F. | Design and organizational change in the public sector. | Design Management Journal | 2014 | The aim of this article is to build a link between non-situated design and the issue of organizational change in the public sector, highlighting the dynamic relation between the operative and the strategic levels of change, as a way to overcome some of the limits and inefficiencies of the established practices. Our proposition is that the adoption of participatory design knowledge and tools in the development of public services—an emerging trend responding to a diffused need of building a new generation of more user-centered, efficient, and costeffective services—requires (and implies) change in the organizations that deliver them and that the more the design practices are new to the organizations, the more the change should be relevant (Deserti and Rizzo, 2014). | public sector, organizational change, design, non-situated design, participatory design | https://mycourses.aalto.fi/pluginfile.php/486475/course/section/101167/design_and_organizational_change.pdf |
| Digital Transformation | GAO | Healthcare.gov: Contract planning and oversight practices were ineffective given the challenges and risks. | GAO Report | 2014 | This testimony summarizes the information contained in GAO's July 2014 report, entitled Healthcare.gov: Ineffective Planning and Oversight Practices Underscore the Need for Improved Contract Management, GAO-14-694. | "healthcare.gov", ineffective planning | http://www.gao.gov/products/GAO-14-824T |
| Digital Transformation | GAO | Healthcare.gov: Ineffective planning and oversight practices underscore the need for improved contract management. GAO-14-694 http://www.gao.gov/ | GAO Report | 2014 | The Centers for Medicare & Medicaid Services (CMS) undertook the development of Healthcare.gov and its related systems without effective planning or oversight practices, despite facing a number of challenges that increased both the level of risk and the need for effective oversight. CMS officials explained that the task of developing a first-of-its-kind federal marketplace was a complex effort with compressed time frames. To be expedient, CMS issued task orders to develop the federally facilitated marketplace (FFM) and federal data services hub (data hub) systems when key technical requirements were unknown, including the number and composition of states to be supported and, importantly, the number of potential enrollees. CMS used cost-reimbursement contracts, which created additional risk because CMS is required to pay the contractor's allowable costs regardless of whether the system is completed. CMS program staff also adopted an incremental information technology development approach that was new to CMS. Further, CMS did not develop a required acquisition strategy to identify risks and document mitigation strategies and did not use available information, such as quality assurance plans, to monitor performance and inform oversight. | "healthcare.gov", ineffective planning | http://www.gao.gov/roducts/GAO-14-694. |
| Digital Transformation | Lewis JM, Ricard LM, Klijn E-H, Grotenberg S, Ysa T, Albareda A, Kinder T. | Innovation environments and innovation capacity in the public sector. | LIPSE research report no. 1 | 2014 | This report provides an important advance in linking innovation environments to innovation capacity in the public sector (specifically, municipalities). Additional research will progress this even further and generate much needed information on how to increase social innovation capacity. | public sector, innovation capacity, local government | https://s3.amazonaws.com/academia.edu.documents/39245233/547f85820cf25b80dd6e7fa2.pdf?response-content-disposition=inline%3B%20filename%3DInnovation_environments_and_innovation_c.pdf&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAIWOWYYGZ2Y53UL3A%2F20190716%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20190716T085840Z&X-Amz-Expires=3600&X-Amz-SignedHeaders=host&X-Amz-Signature=fc9abb5bc5a42b860d334b250cb22f8445075592b9a5b0f13ff0e717ff171ff4 |
| Digital Transformation | Luna-Reyes L. F. and Gil-Garcia J.R. | Digital government transformation and internet portals: The co-evolution of technology organizations and institutions | Government Information Quarterly | 2014 | Researchers and practitioners around the world recognize the potential of information technologies to promote government transformation. This transformation has been understood in at least two different ways: (1) as a transformation of internal processes and (2) as a transformation of the relationships between governments and other social and political actors (institutional transformation). Unfortunately, there is little or no evidence of such transformation, and current studies reveal that for this transformation to happen, a better understanding of the complex relationships between information technologies, organizations, and institutions is still required. This paper presents a theory of the co-evolution of technology, organizational networks, and institutional arrangements in the transformation of government. The theory uses the grammars of system dynamics and builds upon institutional approaches to understand interactions among all these variables in the development of information and communication technologies in government. Although the theory suggests the relevance of some specific reinforcing processes in this transformation, the endogenous view used in the theory empowers all stakeholders by illustrating how transformation could be promoted from any individual position involved in the process of developing digital government applications. | digital government, portals, puebla government transformation, institutional theory, system dynamics, technology enactment | https://doi.org/10.1016/j.giq.2014.08.001 |
| Digital Transformation | Wetter-Edman, K., Sangiorgi, D., Edvardsson, B., Holmlid, S., Grönroos, C., & Mattelmäki, T. | Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logic | Service Science | 2014 | This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of existing theoretical backgrounds and frameworks from Service Logic and Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, service systems, participation, context, and experience. We find that Service Logic provides a framework for understanding service systems in action by focusing on how actors integrate resources to co-create value for themselves and others, whereas Design for Service provides an approach and tools to explore current service systems as a context to imagine future service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides approaches, competences, and tools that enable involved actors to participate in and be a part of the service system redesign. Design for value co-creation is presented using this model. The paper builds on and extends the Service Logic research first by repositioning service design from a phase of development to Design for Service as an approach to service innovation, centered on understanding and engaging with customers’ own value-creating practices. Second, it builds on and extends through discussing the meaning of value co-creation and identifying and distinguishing collaborative approaches for the generation of new resource constellations. In doing so, the collaborative approaches allow for achieving value co-creation in designing. | service design; design for service; service logic; service innovation; resource integration; value co-creation; service system; co-design; co-creation | https://mycourses.aalto.fi/pluginfile.php/486475/course/section/101167/Wetter-Edman%20Design%20for%20Value%20CoCreation%20.pdf |
| Digital Transformation | Coblence, E., & Pallez, F. | Nouvelles formes d’innovation publique. | Revue française de gestion (6) | 2015 | While administrative reforms seem always more discussed, new practices have been emerging since early 2000s. Explicitely presented as innovations, their methods are inspired by design, open source, ethnography or social entrepreneurship approaches. Based on a qualitative analysis of these public innovation forms, we show that they may disrupt some of the traditional principles of public action. In that respect, we discuss their potential effects on public managers’ behavior, at various levels. | public innovation, social entrepreneurship, qualitative analysis | https://www.cairn.info/revue-francaise-de-gestion-2015-6-page-97.htm?contenu=resume |
| Digital Transformation | Cordella A. and Tempini N. | E-government and organizational change: Reappraising the role of ICT and bureaucracy in public service delivery. | Government Information Quarterly | 2015 | There is a substantial literature on e-government that discusses information and communication technology (ICT) as an instrument for reducing the role of bureaucracy in government organizations. The purpose of this paper is to offer a critical discussion of this literature and to provide a complementary argument which favors the use of ICT in the public sector to support the operations of bureaucratic organizations. Based on the findings of a case study – of the Venice Municipality in Italy – the paper discusses how ICT can be used to support rather than eliminate bureaucracy. Using the concepts of e-bureaucracy and functional simplification and closure, the paper proposes evidence and support for the argument that bureaucracy should be preserved and enhanced where e-government policies are concerned. Functional simplification and closure are very valuable concepts for explaining why this should be a viable approach. | e-bureaucracy, e-government, ICT enabled public sector reforms | https://doi.org/10.1016/j.giq.2015.03.005 |
| Digital Transformation | Denhardt, J.V. and Denhardt, R.B. | The New Public Service Revisited | Public Administration Review | 2015 | The New Public Service describes a set of norms and practices that emphasize democracy and citizenship as the basis for public administration theory and practice. This article revisits some of the core arguments of the New Public Service and examines how they have been practiced and studied over the past 15 years. The authors conclude that neither the principles of the New Public Service nor those of the New Public Management have become a dominant paradigm, but the New Public Service, and ideas and practices consistent with its ideals, have become increasingly evident in public administration scholarship and practice. | New Public Service, public administration | https://onlinelibrary.wiley.com/doi/10.1111/puar.12347 |
| Digital Transformation | Eriksen, T. H. | Small Places, Large Issues - An Introduction to Social and Cultural Anthropology | London: Pluto Press. | 2015 | Ranging from the Pacific islands to the Arctic north and from small villages to modern nation states, this concise introduction to social and cultural anthropology reveals the rich global variation in social life and culture. The text also provides a clear overview of anthropology, focusing on central topics such as kinship, ethnicity, ritual and political systems, offering a wealth of examples that demonstrate the enormous scope of anthropology and the importance of a comparative perspective. Unlike previous texts on the subject, "Small Places, Large Issues" broadens the study to incorporate the anthropology of complex modern societies, thus providing a unique key text for all students of social and cultural anthropology. Using reviews of key monographs to illustrate his argument, Eriksen's text remains an established introductory text in anthropology. This new edition is updated throughout and includes a new chapter on the history of anthropology. It also shows clearly and comprehensively, through numerous new examples, why classic studies of small-scale societies are relevant for the study of complex phenomena such as nationalism, consumption and the Internet. In this way, the book bridges an often perceived gap between "classic" and "contemporary" anthropology. | anthropology, society, culture | https://www.amazon.es/Small-Places-Large-Issues-Introduction/dp/0745317723 |
| Digital Transformation | Fotaki, M. | Co-production under the financial crisis and austerity: a means of democratizing public services or a race to the bottom? | Journal of Management Enquiry | 2015 | The involvement of users in the co-production of public services is of increasing importance as fiscal and financial crises put pressure on public spending in many countries around the world. The role of co-production in public policy is also important as it creates opportunities for users’ empowerment through their greater involvement in the key aspects of services on which they rely. However, there are practical and conceptual limitations to co-production. Citizens normally lack the training and experience to perform specialized services, and the substitution of paid personnel with voluntary efforts means that some of the costs are transferred to co-producers themselves . Co-production and users taking over public services under the financial crisis and austerity, might usher in a new era of democratizing public services or instigate a race to the bottom. This short article highlights the need for broadening and deepening our knowledge of the various forms of co-production, in order to understand the conditions for potentially transformative effects of co-production on the participants and policy environment. In conclusion, I argue that examining the new emerging forms of co-production, including those that promote different social goals and alternative ways of organizing, might provide an answer to questions about the future of public services. | co-production, public services, financial crisis, austerity, alternative organizing | https://journals.sagepub.com/doi/abs/10.1177/1056492615579790?journalCode=jmia |
| Digital Transformation | Franz | Designing social living labs in urban research | Info, 17 | 2015 | The purpose of this paper is to develop a more socially centred understanding of living labs for urban research questions by reflecting on current technologically centred and innovation-driven approaches. | Living lab, Contextualised living methods, Social living lab, Spaces of encounter, Urban Research | https://www.emerald.com/insight/content/doi/10.1108/info-01-2015-0008/full/html |
| Digital Transformation | Hardyman W., Daunt K. and Kitchener M. | Value co-creation through patient engagement in health care: a micro-level approach and research agenda | Public Management Review | 2015 | Patient engagement has gained increasing prominence within academic literatures and policy discourse. With limited developments in practice, most extant academic contributions are conceptual, with initiatives in the National Health Service (NHS) concentrating at macro- rather than at micro-level. This may be one reason why the issue of ‘value co-creation’ has received limited attention within academic discussions of patient engagement or policy pronouncements. Drawing on emerging ideas in the services marketing and public management literatures, this article offers the first elucidation of the importance of studying ‘value co-creation’ as a basis for further empirical analysis of patient engagement in micro-level encounters. | patient engagement, value co-creation, service-dominant logic, micro-level approach | https://www.tandfonline.com/doi/abs/10.1080/14719037.2014.881539 |
| Digital Transformation | Liedtka, J. | Perspective: Linking Design Thinking with Innovation Outcomes through Cognitive Bias Reduction | Journal of Product Innovation Management | 2015 | “Design thinking” has generated significant attention in the business press and has been heralded as a novel problem-solving methodology well suited to the often-cited challenges business organizations face in encouraging innovation and growth. Yet the specific mechanisms through which the use of design, approached as a thought process, might improve innovation outcomes have not received significant attention from business scholars. In particular, its utility has only rarely been linked to the academic literature on individual cognition and decision-making. This perspective piece advocates addressing this omission by examining “design thinking” as a practice potentially valuable for improving innovation outcomes by helping decision-makers reduce their individual level cognitive biases. In this essay, I first review the assumptions, principles, and key process tools associated with design thinking. I then establish its foundation in the decision-making literature, drawing on an extensive body of research on cognitive biases and their impact. The essay concludes by advancing a set of propositions and research implications, aiming to demonstrate one particular path that future research might take in assessing the utility of design thinking as a method for improving organizational outcomes related to innovation. In doing so, it seeks to address the challenge of conducting academic research on a practice that is obviously popular in management circles but appears resistant to rigorous empirical inquiry because of the multifaceted nature of its “basket” of tools and processes and the complexity of measuring the outcomes it produces. | design thinking, innovation | https://onlinelibrary.wiley.com/doi/abs/10.1111/jpim.12163 |
| Digital Transformation | Morelli, N. | Challenges in designing and scaling up community services | Design journal | 2015 | This paper is based on two European Union-funded projects: Life 2.0, which was recently completed, and My Neighbourhood, which is still ongoing. The goal of the former was to create location-based and socially networked services to support elderly people in living independently. The aim of the latter is to develop a platform to activate hidden or latent resources in neighbourhoods. Both of the projects are an application of service design to the public sector and together provide useful insights about designing and scaling up highly localized and personalized services and service platforms. While several analogies can be found between the existing generation of social networking platforms and the services proposed in these projects, there are also several important differences that challenge the way local and individual services should be designed in the perspective of being scaled up to larger contexts. This paper reflects on the lesson learned from the work undertaken so far and proposes criteria and hypotheses for the diffusion of these types of services. | service design, local services, personalized services, community services, service scalability | https://www.tandfonline.com/doi/abs/10.2752/175630615X14212498964394 |
| Digital Transformation | O'Toole, L. J., & Meier, K. J. | Public management, context, and performance: Inquest of a more general theory. | Journal of Public Administration Research and Theory | 2015 | Recent years have seen a substantial growth in the large-N quantitative study of public management and performance. Much of the progress can be attributed to a small number of data sets on local governments in a few countries. The range of data sets suggests the validity of the overall hypothesis of management affecting performance, but the precise findings also vary across these and other contexts. These various and sometimes conflicting findings suggest that additional gains might be made through developing a theory of context and how context affects the management-performance linkage. This article seeks to take some initial steps in providing such a theory by incorporating such contextual variables as political context (unitary versus shared powers, single- or multiple-level, corporatist versus adversarial, with or without a formal performance appraisal system), environmental context (extent of complexity, turbulence, and also munificence; presence versus absence of social capital), and internal context (extent of goal clarity and consistency, organizational centralization versus decentralization, and degree of professionalism). The theory presents context as a set of variables that condition the impact of management in an interactive model. The theory seeks to unify the existing findings and present a series of hypotheses for further empirical testing. | public management, theory, quantutative studies, contextual variables | https://academic.oup.com/jpart/article-abstract/25/1/237/887031/ |
| Digital Transformation | Verleye K. | The co-creeation experience from the customer perspective: its measurement and determinants | Journal of Service Management 26 | 2015 | Purpose: Companies increasingly opt for co-creation by engaging customers in new product and service development processes. The purpose of this paper is to provide insight into the customer experience in co-creation situations and its determinants. | Service innovation, New product developement, Co-creation, Experience, Service co-creation, Expectations | https://www.emerald.com/insight/content/doi/10.1108/JOSM-09-2014-0254/full/html |
| Digital Transformation | Veronesi, G. and Keasey, K. | Patient and public participation in the English NHS: an assessment of experimental implementation processes | Public Management Review | 2015 | This article analyses the impact of the implementation of a set of policies introduced after 1997 in the English National Health Service aimed at increasing patient and public involvement in organizational decision-making processes. Adopting the ambiguity/conflict policy implementation model and based on a year-long research project, it shows that patient and public engagement can be more effectively achieved when there is room for interpretation and discretion in selecting the means for involvement. Local initiatives, based on effective leadership governance mechanisms and organizational learning processes, are more likely to generate inclusiveness, shared ownership, and user-centredness than a top-down framework for involvement. | board of directors, national health service, patient and public involvement, policy implementation | https://www.tandfonline.com/doi/abs/10.1080/14719037.2013.822526?scroll=top&needAccess=true&journalCode=rpxm20 |
| Digital Transformation | Arundel A, Bowen Butchart D, Gatenby-Clark S, and Goedegebuure L. | Management and Service Innovations in Australian and New Zealand Universities | LH Martin Institute. Australian Innovation Research Centre | 2016 | This report provides descriptive results for a survey on managerial and service innovations in 39 Australian and six New Zealand universities. The survey was the result of a cooperation agreement between the LH Martin Institute (LHMI) of the University of Melbourne and the Australian Innovation Research Centre (AIRC) of the University of Tasmania. In late 2015 and early 2016, the survey questionnaire was sent to a representative sample of senior managers and directors of 10 core managerial and administrative functions, but intentionally excluded the senior executive (the Senior Management Team (SMT)) and the Vice-Chancellor(VC). Responses were obtained from 573 senior managers or directors, for a response rate of 37.8%. The survey questions cover seven types of innovations introduced by each respondent’s area of responsibility or ‘section’, the drivers of innovation, institutional activities supporting or inhibiting innovation, investment and resources for innovation, the use of best practise innovation strategies, the outcomes of innovation, factors causing an innovation to be abandoned or under-perform, and the obstacles to innovation. Respondents are classified into 10 functions, based on the purpose of their area of responsibility (defined in this report as their ‘section’). For example, the functions include areas such as ‘Student services’, ‘Human resources’, and ‘Information technology/technology services’. The respondent’s function has a larger effect on most innovation activities than other factors such as the university’s performance ranking or whether or not the university is undergoing restructuring. This is due to both differences in the opportunities for innovation by function and differences in regulations and rules that constrain innovation. The purpose of this survey is to identify what is going right for innovation in the university sector in Australia and New Zealand and what might be going wrong, as part of informing best practice and identifying problems that could be corrected. The decision on what is and is not working is based on research on the factors that enable innovation and innovation success in the private and public sectors. The report is preliminary because future analyses may result in minor corrections to the data presented below and planned in-depth research on several topics are likely to provide more accurate results. During the rest of 2016, in-depth papers on specific topics will be simultaneously posted on the websites of both the LHMI (http://www.lhmartininstitute.edu.au) and the AIRC (http://www.utas.edu.au/airc). For example, future reports will provide innovation performance indices, an in-depth evaluation of the effect of best practices on innovation outcomes, and an evaluation of the strategies of second and third ‘tier’ universities to improve their performance. The first of these papers should be available in August 2016. | service innovation, management, survey, universities, Australia, New Zealand | https://melbourne-cshe.unimelb.edu.au/__data/assets/pdf_file/0004/2564221/management-and-service-innovations-in-australian-and-new-zealand-universitiesfinal-preliminary-report.pdf |
| Digital Transformation | Bertot, J., Estevez, E., & Janowski, T. | Universal and contextualized public services: Digital public service innovation framework. | Government Information Quarterly | 2016 | In view of the rising social and economic inequalities, public service delivery should be both universal, i.e. independent of the recipients' social or economic status, and contextualized, i.e. able to compensate for different local needs and conditions. Reconciling both properties requires various forms of innovations, chief among them innovations in digital public services. Building upon the four-stage model underpinning the United Nations e-Government Survey, the paper puts forward a framework for developing such innovations, and populates it with transparent, participatory, anticipatory, personalized, co-created, context-aware and context-smart services (including real-life examples) as initial set of innovations. The paper also outlines new technical, organizational and policy-related government capabilities required to engage in digital public service innovations. | public services, innovation, e-government | https://www.sciencedirect.com/science/article/pii/S0740624X16300545 |
| Digital Transformation | Corydon, B., Ganesan, V., & Lundqvist, M. | Digital by default: A guide to transforming government. | McKinsey Center for Government. | 2016 | Digitizing a government requires attention to two major considerations. The first is the core capabilities that governments use to engage citizens and businesses and carry out their work: the methods and tools they use to provide services, the processes they implement, their approach to making decisions, and their sharing and publishing of useful data. The other consideration is the organizational enablers that support governments in delivering these capabilities: strategy; governance and organization; leadership, talent, and culture; and technology (exhibit). These elements make up a framework that governments can use to set their priorities for a comprehensive digital transformation that boosts the efficiency, responsiveness, and quality of government activity and helps improve quality of life. In this article, we offer a detailed look at the capabilities and enablers in this digital-government framework, along with guidelines and real-world examples drawn from our experience helping government leaders seize the opportunities that digitization has to offer. | digitisation, government, capabilities, enablers, guidelines | https://www.alejandrobarros.com/wp-content/uploads/2017/12/Digital-by-default-A-guide-to-transforming-government-final.pdf |
| Digital Transformation | Hakkarainen, L. & Hyysalo, S. | The Evolution of Intermediary Activities: Broadening the Concept of Facilitation in Living Labs | Technology Innovation Management Review | 2016 | Innovation intermediaries play an important role in open innovation endeavours. In living lab projects, where different professional identities and organizational cultures are at play, intermediary actors facilitate learning between stakeholders and manage tensions and conflicts of interest. The current living lab literature recognizes the importance and multifacetedness of these actors, but does not shed light on the work they do at a more practical level. Our study seeks to capture the variety and evolution of work tasks of user-side innovation intermediaries during and after a four-year technology project in a living lab. The study explores how these mediating actors tackle the everyday challenges of a living lab project. This article is grounded on a longitudinal qualitative case study of a innovation process for a floor monitoring system for elderly care – the "smart floor". | Living labs, facilitation, innovation, innovation intermediaries, elderly care | https://timreview.ca/article/960 |
| Digital Transformation | Janssen, M., & van der Voort, H. | Adaptive governance: Towards a stable, accountable and responsive government. | Government Information Quarterly | 2016 | Organizations are expected to adapt within a short time to deal with changes that might become disruptive if not adequately dealt with. Yet many organizations are unable to adapt effectively or quickly due to the established institutional arrangements and patterns of decision-making and governance. Adaptive governance should enhance the capacity of an organization to deal with and adapt to changes, while protecting the same organization from becoming unstable. Strategies of adaptive governance include utilizing internal and external capabilities, decentralizing decision-making power, and seeking to inform higher-level decisions from bottom-up. At the same time, adaptive strategies may challenge stability and accountability, which remain essential for governments. This means that adaptive governance implies a ‘balancing act’, and a reliance on ambidextrous strategies. The aim of this editorial is to introduce the concept of adaptive governance and discuss its implications for governments in the digital age. | agility, adaptability, speed, institutions, e-government, ambidexterity, adaptive governance, agile development, innovation, governance | https://www.sciencedirect.com/science/article/pii/S0740624X16300156 |
| Digital Transformation | Mergel, I. | Agile innovation management in government: A research agenda. | Government Information Quarterly | 2016 | Governments are facing an information technology upgrade and legacy problem: outdated systems and acquisition processes are resulting in high-risk technology projects that are either over budget or behind schedule. Recent catastrophic technology failures, such as the failed launch of the politically contested online marketplace Healthcare.gov in the U.S. were attributed to an overreliance on external technology contractors and failures to manage large-scale technology contracts in government. As a response, agile software development and modular acquisition approaches, new independent organizational units equipped with fast reacting teams, in combination with a series of policy changes are developed to address the need to innovate digital service delivery in government. This article uses a process tracing approach, as well as initial qualitative interviews with a subset of executives and agency-level digital services members to provide an overview of the existing policies and implementation approaches toward an agile innovation management approach. The article then provides a research framework including research questions that provide guidance for future research on the managerial implementation considerations necessary to scale up the initial efforts and move toward a collaborative and agile innovation management approach in government. | agile government, agility, agile development, digital service delivery, innovation | https://www.sciencedirect.com/science/article/pii/S0740624X16301101 |
| Digital Transformation | Mérindol V. & Versailles D. | Les laboratoires d’innovation ouverte comme dispositif entrepreneurial | Entreprendre & Innover | 2016 | Open Innovation Labs (LIOs) are vehicles for spreading entrepreneurial practices and values in the company. From the comparison of eleven of these devices in nine major French companies, this article puts into perspective the key characteristics of IOLs, their missions, the role of employees, their relationship to the rest of the company and identify their key success factors. . The article emphasizes the importance of the methods of producing the legitimacy of the IOL in the company as well as the role of the management on the modalities of access to the activities of the IOL. | open innovation labs, entrepreneurship, business, France | https://www.cairn.info/revue-entreprendre-et-innover-2016-4-page-52.htm?try_download=1 |
| Digital Transformation | Tassabehji R., Hackney R. and Popovic A. | Emergent digital era governance: Enacting the role of the 'institutional entrepreneur' in transformational change. | Government Information Quarterly | 2016 | As e-government matures the realisation of its potential to enact organisational change in the public sector remains unclear. This study examines e-government towards digital era governance (DEG) and the actors involved in this transformational change. We draw upon the concept of ‘enactment’ as a lens to provide insights into relevant theoretical issues. These are operationalised through an enhanced Technology Enactment Framework (TEF) to consider reforms to explore the DEG environment and, specifically, the interventions of the CIO on e-government policies. We employed a case analysis approach from public sector authorities in the US States of California and Nevada with data from CIOs and other key informants. Our findings reveal how public sector CIOs adopt the role of an ‘institutional entrepreneur’, who demonstrate a series of initiatives augmented through identified behaviours. These relate to proactive community mobilisation (leadership, member focus) and legitimisation (discourse, success stories). We outline the policy implications of DEG and the risk factors of senior managers who enact these processes towards complex technological change. Furthermore, the characterisation of institutional entrepreneurial enactment appears to be extremely beneficial to the transformation to DEG within any contemporary public sector context. | digital governance, enactment, institutional entrepreneur, enterprise, transformational change | https://www.sciencedirect.com/science/article/pii/S0740624X16300338 |
| Digital Transformation | Bason, C. | Leading public design: Discovering human-centred governance | Bristol: Policy Press. | 2017 | This powerful new book provides a clear framework for understanding and learning an emerging management practice, leading public design. Drawing on more than a decade of work on public sector innovation, Christian Bason uses his extensive practical experience and research conducted among public managers in the UK, the US, Australia, Finland and Denmark to explore how public organisations can be redesigned from the outside in, shaping policies and services that are truly experienced as useful and meaningful to citizens, and which leverage all of society’s resources to co-produce better outcomes. Through detailed case studies, the book presents six management practices which leaders in government can use to involve citizens, staff and other stakeholders in innovation processes. It shows how managers can challenge their own assumptions, leverage empathy with citizens, handle divergence, navigate unknown territory, experiment and rehearse future solutions through prototyping, and create more public value. Ultimately, Leading public design provides a pathway to a new and different way of governing public institutions: human-centred governance. As a more relational, networked, interactive and reflective approach to running organisations, this emerging governance model promises a more human yet effective public sector. | design, public management, framework, public organisations, public sector | https://policy.bristoluniversitypress.co.uk/leading-public-design |
| Digital Transformation | Côté, V., Bélanger, L., & Gagnon, C. | Le design au service de l’expérience patient | Sciences du Design 2017/2 (n° 6) | 2017 | Québec's health care system faces many challenges, particularly with regard to the aging of the population, the decline in medical resources and the social will to die with dignity. It therefore seems desirable to develop new services for a more humane care experience where the physical and emotional environment is considered. However, the processes to improve this experience are not well known and some believe that design approaches would allow more humane care through collaborative approaches. The concern to build for and with the individuals affected by this type of social problem refers to a certain ethics of solicitude (ethics of care) where to be fair is to "take care" of others. The article therefore proposes a framework of reflection around the notion of "care", but especially around the notion of participation in order to explore the role that design plays in the development of services in a healthcare setting. | design, patient experience, healthcare system, collaboration | https://www.cairn.info/revue-sciences-du-design-2017-2-page-54.htm |
| Digital Transformation | Hess, A, Magin, D, Koch, M; Tamanini, C & Klohe, J. | Allgemeines Konzept Living Labs im ländlichen Raum | Fraunhofer IESE. | 2017 | This deliverable includes first results of work package AP 3.1 which deals with the conception and initiation of Living Labs in the test municipalities. Living labs are user-centered, open innovation ecosystems in which representatives of a wide variety of groups of people belong be networked in an open innovation ecosystem, to continuously contribute to the development of innovative pilot applications in real-world situations / environments using user-centered methods. In addition to results from an initial literature search, relevant groups of people are first presented that have an influence on the design of a living lab in rural regions. In addition, general objectives are discussed, which are used in the conception of a Living Labs should be considered. In addition, a first methodical concept is presented, which should make it possible to work in the Living Design a lab in order to jointly develop, conceptualize, implement and continuously evaluate innovative ideas. In the future work in the framework of AP 3.1, the results presented in this Deliverable for the respective test municipalities or concrete project goals of the individual will be discussed Instantiated project iterations. | digital villages, living labs, digitization, open innovation, co-creation, Real-World Context | https://www.digitale-doerfer.de/wp-content/uploads/2018/07/LivingLabKonzept-v1.1.pdf |
| Digital Transformation | Kautonen, H. | Conceptual model of stakeholders' investment- engagement in public services' design. | Interaction Design and Architecture(s)(34) | 2017 | Public sector organisations increasingly engage people in collaborative designing of public services and highlight the benefits of public involvement. However, users' and other stakeholders' contribution in the design process are seldom accounted for. In this paper, we address the challenges of public service development by presenting a study that conceptualises different stakeholders' investments in design activities. We introduce the key elements of a new conceptual Stakeholder Investment-Engagement (SI-E) Model and provide a tentative application of it to an existing case of a Digital Library. The initial application shows that the model can uncover significant effort that end-users and partners invest in design activities. The new conceptual model enriches our theoretical and practical understanding of collaborative design management by recommending 1) critical examination of existing conceptualisations and practices of cost-justification in the public sector, 2) acknowledgement of various stakeholders' investments, and 3) temporal evaluation of stakeholders' engagement to design activities. | Public sector, collaborative design, public services, costjustification, stakeholders, investment, temporalities, engagement | https://research.aalto.fi/files/31374526/A4_FAM_IxDetA_SI_E_Model_Kautonen_CAMERA.pdf |
| Digital Transformation | Leminen, S. & Westerlund, M. | Categorization of innovation tools in living labs | Technology Innovation Management Review | 2017 | This article examines the link between innovation processes and the use of innovation tools in living labs. So doing, it develops a conceptual framework based on the literature to analyze 40 living labs in different countries. The study contributes to the discussion on living labs by introducing a new typology of living labs based on their innovation process characteristics and usage of tools: linearizer, iterator, mass customizer, and tailor. Moreover, it proposes three ways to organize innovation activities in living labs. The article concludes by providing a set of implications to theory and practice, and suggesting directions for future research on living labs. | Living labs, innovation, typology, theory, practice | https://timreview.ca/article/1046 |
| Digital Transformation | Ma L. and Zheng. Y. | Does e-government performance actually boost citizen use? Evidence from European countries. | Public Management Review | 2017 | For many years, it was believed that higher-performing e-government features would boost citizen use of e-services. However, this straightforward proposition had never been tested. Using a survey of over 28,000 citizens across 32 European countries, we examined the effect of e-government performance on citizen use. Theoretically, a better-designed and maintained government website should be used more, but it was reject by multilevel model estimates. We found that performance was negatively related to citizen use of e-information and e-services, while e-participation use was insignificant. The implications of our findings on future efforts to increase the uptake of e-government are also discussed. | e-government ranking, citizen use, performance-perception gap, multilevel model, Europe | https://doi.org/10.1080/14719037.2017.1412117 |
| Digital Transformation | National Audit Office | Digital transformation in government. | NAO Cabinett Office | 2017 | This report examines the role of Government Digital Service in supporting transformation and the use of technology across government. The last five years have shown how difficult it can be to get transformation right and how important it is to build the necessary capabilities and business planning processes across government. Our work will track how government puts in place the fundamental building blocks for transformation and ensures that work is prioritised effectively in the face of these challenges. In this report, we consider the impact of digital transformation in government and the role of Government Digital Service (GDS). GDS’s experience is an important illustration of how the centre of government can take different approaches to working with the rest of government, striking a balance between supportive and formal approaches. | digital government, government, efficiency and transparency | https://www.nao.org.uk/report/digital-transformation-in-government |
| Digital Transformation | Ness, O. N., Edwards, V. I., & Karlsson, B. K. | Reell brukermedvirkning eller bare ord?–En forskningsbasert evaluering av bruk av tjenestedesign i brukermedvirkning ved Klinikk psykisk helse og avhengighet ved Oslo universitetssykehus | Senter for Psykisk Helse og Rus - Forskningsrapport | 2017 | This report is a research-based evaluation of whether the "service design" method provides real user participation in the development of mental health services. The target audience for the evaluation is users and representatives of the local user councils who have been involved in the project "Changed shielding. The Extra Foundation has provided funds to evaluate how users rate their participation in the service design process, and in particular whether the service design method is perceived to provide real user participation. In addition, it has been evaluated whether their experiences are central to the proposed changes. | service design, user participation, health services | https://openarchive.usn.no/usn-xmlui/handle/11250/2436469 |
| Digital Transformation | Pastor G. | Co-creación de servicios públicos. El caso de los servicios de asistencia personal en la Comunidad de Madrid (Co-creation of public services: The case of personal assistance services in Madrid) | Fifth International Congress in Government, Public Administration and Policy (National Institute of Public Administration, Madrid), September 2017 | 2017 | The paper aims to let you know what is and how the co-creation of public services is handled in the case of assistance services for the physically disabled in the community of Madrid. in the public sector. | Public services, innovation, citizen, codecision, co-production, participation. | https://www.researchgate.net/publication/316993804_Co-creacion_de_servicios_publicos_El_caso_de_los_servicios_de_asistencia_personal_de_la_Comunidad_de_Madrid |
| Digital Transformation | Sanchez A. | Enseñanzas de co-creación de servicios públicos para las ciudades inteligentes americanas: El caso de Alicante, España (Lessons learned on public service co-creation, for American smart cities: The case of Alicante, Spain ) | Debates Latinoamericanos, año 15, Nº 31, Octubre de 2017 | 2017 | The city of Alicante (Spain) has developed in the years 2016/17 an innovative initiative of improvement and innovation and transparency of public services through a process of co-creation of new services with citizens through collaborative workshops with the Design Thinking methodology. Co-creation process results were generation of new communication solutions and services for the citizen where the use of ICT is fundamental, that when born of the needs of the citizen exposed during the process and of their joint design in later meetings with the participants have been a success in its implantation in the city. The action has been developed by Alicante CityInnovation Department and Aguas de Alicante. | Design Thinking, Co-creation, ICT, Workshop, Exhibition | https://revistas.rlcu.org.ar/index.php/Debates/article/view/338/287 |
| Digital Transformation | Sorensen, E. and Torfing, J. | Metagoverning collaborative innovation in Governance Networks | American Review of Public Administration | 2017 | Western liberal governments increasingly seek to improve the performance of the public sector by spurring innovation. New Public Management reforms from the 1980s onward viewed strategic entrepreneurial leadership and public–private competition as key drivers of public innovation. By contrast, the current wave of New Public Governance reforms perceives collaboration between relevant and affected actors from the public and private sector as the primary vehicle of public innovation, and tends to see governance networks as potential arenas for collaborative innovation. The new focus on collaborative innovation in networks poses a fundamental challenge for public managers, elected politicians, and others aiming to metagovern governance networks. Hence, we claim that a specific metagovernance strategy is needed when the purpose of governance networks is to stimulate efficiency, effectiveness, and democratic legitimacy through innovation rather than incremental improvements. The article aims to sketch out the contours of such a strategy by comparing it with more traditional metagovernance strategies. The argument is illustrated by an empirical analysis of an example of collaborative innovation in Danish elderly care. | governance, networks, public innovation, metagovernance, public administration | https://journals.sagepub.com/doi/abs/10.1177/0275074016643181?journalCode=arpb |
| Digital Transformation | Torugsa A, Arundel A. | Rethinking the effect of risk aversion on the benefits of service innovations in public administration agencies | Research Policy 46 | 2017 | This study applies a holistic approach grounded in configurational theory to a sample of 2505 innovative public administration agencies in Europe to explore the effect of organizational risk aversion on the benefits from service innovations. The analyses, using fuzzy-set qualitative comparative analysis (QCA), identify several combinations of strategies (varying by the agency size and the novelty of innovation) that managers in risk-averse agencies can use to work effectively around the risks of innovating. The findings show that the managers of both high and low risk-averse agencies can achieve high benefits from their innovation efforts, but their strategizing behaviors differ. An integrated strategy that combines collaboration, complementary process and communication innovations, and an active management strategy to support innovation is the most effective method for ‘low-risk-averse’ small agencies and ‘high-risk-averse’ larger agencies to obtain high benefits from either novel or incremental service innovations. Our results point to the need to rethink the conventional assumption that a culture of risk aversion in public sector agencies is a cause of management ineffectiveness and a stumbling block to innovation success. | service innovation, public administration, risk, management, configurational theory, qualitative comparative analysis, strategies | https://ideas.repec.org/a/eee/respol/v46y2017i5p900-910.html |
| Digital Transformation | Vickers I, Lyon F, Sepulveda L, McMullin C. | Public service innovation and multiple institutional logics: The case of hybrid social enterprise providers of health and wellbeing | Research Policy 46 | 2017 | Public sector organisations are confronted with growing health and social care needs in combination with severeresource constraints, prompting interest in innovative responses to such challenges. Public service innovation ispoorly understood, particularly where innovators must navigate between the norms, practices and logics ofpublic, private and civil society sectors. We contribute to the understanding of how innovating hybrid organi-sations are able to creatively combine co-existing logics. Case study evidence from newly established socialenterprise providers of health and wellbeing services in England is utilised to examine how innovations areshaped by (i) an incumbent state or public sector logic, and two ‘challenger’logics relating to (ii) the market andincreasing competition; and (iii) civil society, emphasising social value and democratic engagement with em-ployees and service users. The analysis shows how a more fluid and creative interplay of logics can be observedin relation to specific strategies and practices. Within organisations, these strategies relate to the empowermentof staffto be creative, financial management, and knowledge sharing and protection. The interplay of logicsshaping social innovation is also found in relationships with key stakeholders, notably public sector funders,service users and service delivery partners. Implications are drawn for innovation in public services and hybridorganisations more broadly. | Public service, Institutional logics, Hybrid organisations, Social enterprise, Social innovation | https://www.researchgate.net/publication/319649041_Public_service_innovation_and_multiple_institutional_logics_The_case_of_hybrid_social_enterprise_providers_of_health_and_wellbeing |
| Digital Transformation | Vickers I., Lyona F., Sepulvedaa L.and McMullin C. | Service innovation and multiple institutional logics: The case of hybrid social enterprise providers of health and wellbeing | Research Policy | 2017 | Public sector organisations are confronted with growing health and social care needs in combination with severe resource constraints, prompting interest in innovative responses to such challenges. Public service innovation is poorly understood, particularly where innovators must navigate between the norms, practices and logics of public, private and civil society sectors. We contribute to the understanding of how innovating hybrid organisations are able to creatively combine co-existing logics. Case study evidence from newly established social enterprise providers of health and wellbeing services in England is utilised to examine how innovations are shaped by (i) an incumbent state or public sector logic, and two ‘challenger’ logics relating to (ii) the market and increasing competition; and (iii) civil society, emphasising social value and democratic engagement with employees and service users. The analysis shows how a more fluid and creative interplay of logics can be observed in relation to specific strategies and practices. Within organisations, these strategies relate to the empowerment of staff to be creative, financial management, and knowledge sharing and protection. The interplay of logics shaping social innovation is also found in relationships with key stakeholders, notably public sector funders, service users and service delivery partners. Implications are drawn for innovation in public services and hybrid organisations more broadly. | public service, institutional logics, hybrid organisations, social enterprise, social innovation | https://www.sciencedirect.com/science/article/pii/S0048733317301373 |
| Digital Transformation | Voltan A. and De Fuentes C. | Managing multiple logics in partnerships for scaling social innovation | European Journal of Innovation Management | 2017 | The purpose of this paper is to contribute to the field of social innovation by examining institutional logics at the level of inter- and intra-organizational partnerships for scaling impact. The authors use a set of case studies from the Stanford Social Innovation Review to analyze success in scaling social innovations applying the logic compatibility-centrality matrix proposed by Besharov and Smith (2014), which aims to reveal the potential for conflict in organizations based on the diversity of logics present and the degree to which they are compatible with each other. The findings shed insight on how individuals and organizations are able to manage logic multiplicity in the context of partnerships for scaling social innovation. The authors build on recent work that recognizes logic multiplicity in social enterprises resulting from their hybrid nature, and the authors add to the existing debate by introducing to the discussion contributions from cognitive theory that help explain why organizational cultures evolve and scale out the way they do. | institutional logics, partnership, social innovation, scaling social innovation | https://www.emerald.com/insight/content/doi/10.1108/EJIM-01-2016-0010/full/html |
| Digital Transformation | Weller, J.-M., & Pallez, F. | Les formes d’innovation publique par le design: un essai de cartographie | Sciences du Design | 2017 | Over the past decade, public services have introduced innovative approaches of a new kind, formally breaking with the managerial reforms hitherto deployed. The concrete forms that these initiatives can take seem varied, but they use similar techniques, under the same banner of “service design.” But to what extent do they share such an assertion? Based on which issues? As part of an ANR research project entirely focused on these new forms of public innovation (FPI), the authors of this article outline the main features of this unprecedented landscape. Using a database of two hundred cases, the challenge here is to provide readers with a description of the phenomenon of the emergence of these innovations “by design” carried out over the last ten years in very different public institutions. Four types of FPI are identified. | public services, administration, innovation, service design, users | https://www.cairn.info/revue-sciences-du-design-2017-1-page-32.htm?contenu=article |
| Digital Transformation | De Vries H, Tummers L, Bekkers V. | The diffusion and adoption of public sector innovations: A metasynthesis of the literature | Perspectives on Public Management and Governance, Volume 1, Issue 3, September 2018 | 2018 | This article synthesizes the extensive literature on the diffusion and adoption of public sector innovations. Although various subfields within public administration have studied diffusion and adoption, these have tended to develop relatively independently. Hence, the lessons learnt in one area might not be evident elsewhere. We have therefore conducted a meta-synthesis of the literature and connected research in three subfields: public management, public policy, and e-government. We show that there is indeed little overlap between the fields with each relying on their own models and paradigms. Furthermore, they often fail to define the concepts of diffusion and adoption. In terms of antecedents, public management and public policy scholars mainly focus on the macro-institutional environment, whereas e-government scholars show a greater interest in the individual level. Based on our meta-synthesis, we develop an integrated list of important antecedents of public sector innovation diffusion and adoption. We also propose three lines for future research: (1) combine macro-, meso-, and micro-level approaches to develop a more nuanced and context-dependent understanding of diffusion and adoption; (2) clearly distinguish between innovation generation, innovation diffusion, and innovation adoption; and (3) draw more extensively on open innovation and collaborative innovation concepts given the crucial role of end-users in innovation diffusion and adoption. | public sector, innovation, diffusion, adoption, public management, e-government | https://www.researchgate.net/publication/322992217_The_diffusion_and_adoption_of_public_sector_innovations_A_meta-synthesis_of_the_literature |
| Digital Transformation | Gil-Garcia J. R., Dawes S. S. and Pardo T. A. | Digital government and public management research: Finding the crossroads. | Public Management Review | 2018 | Information and information technologies have become ubiquitous in the public sector and it is difficult to think of a public problem or government service that does not involve them in some substantial way. Public management (PM) research now incorporates the effects of the availability and quality of data as well as the technologies used in the public sector. From a PM perspective, digital government (DG) could be considered an essential aspect of innovation, co-production, transparency, and the generation of public value. However, studies that attempt to understand the role that DG research plays in PM theory and practice are scarce. As a research field, DG emerged from multiple disciplines, including public administration, information science, management information systems, computer science, communication, and political science. There have been numerous efforts in the last decade to delineate this emergent academic community by assessing the growing body of research represented by hundreds of new peer-reviewed publications every year. This paper reviews these prior studies about the DG community, along with a systematic review of recent articles in top public administration journals from the United States and Europe, to begin to identify and compare key characteristics of these academic communities, including their core researchers, theories, topics, and methods. We argue that their similarities and differences present opportunities for more dialogue between DG and PM scholars that could produce synergies to enhance the production and dissemination of knowledge, yielding greater influence on practice. | digital government, public management, public administration, government information technology, research, information technologies | https://www.tandfonline.com/doi/full/10.1080/14719037.2017.1327181 |
| Digital Transformation | Mergel I. | Open innovation in the public sector: drivers and barriers for the adoption of Challenge.gov | Public Management Review 20 | 2018 | Online Open Innovation (OI) platforms like Challenge.gov are used to post public sector problem statements, collect and evaluate ideas submitted by citizens with the goal to increase government innovation. Using quantitative data extracted from contests posted to Challenge.gov and qualitative interviews with thirty-six public managers in fourteen federal departments contribute to the discovery and analysis of intra-, inter, and extra-organizational factors that drive or hinder the implementation of OI in the public sector. The analysis shows that system-inherent barriers hinder public sector organizations to adopt this procedural and technological innovation. However, when the mandate of the innovation policy aligns with the mission of the organization, it opens opportunities for change in innovation acquisition and standard operating procedures. | open innovation, public sector, citizen participation, callenge.gov | https://www.researchgate.net/publication/316439267_Open_innovation_in_the_public_sector_drivers_and_barriers_for_the_adoption_of_Challengegov |
| Digital Transformation | Skalen, P., Karlsson, J., Engen, M. and Magnuson, P.R | Understanding public service innovation as resource integration and creation of value propositions | Australian Journal of Public Administration | 2018 | This paper departs from research on Public Service Logic (PSL) to advance a framework of public service innovation (PSI) by incorporating the notions of resource integration and value proposition. The framework consists of three resource integration processes, referred to as value creation, value co‐creation and value facilitation, through which users and employees detect problems and suggest solutions that contribute to service innovation by creating new, or by developing existing, value propositions. To test and illustrate the framework, a study of six service innovation groups in primary care was drawn on. Four aggregates of service innovation ideas were identified in the study: access, patient experience, physical environment and organization of work. In line with the framework, the findings suggest that users and employees contribute to PSI by drawing on their knowledge and experience of conducting resource integration, and by detecting problems and suggesting solutions to these problems. | public service, innovation, value, co-creation | https://onlinelibrary.wiley.com/doi/abs/10.1111/1467-8500.12308 |
| Digital Transformation | Trischler, J., & Charles, M. | The Application of a Service Ecosystems Lens to Public Policy Analysis and Design: Exploring the Frontiers | Journal of Public Policy & Marketing | 2018 | The relevance of marketing for public policy has been questioned because its focus on dyadic exchanges does not consider the dynamism and complexity of public problems. Public service-dominant logic, as a new lens for public policy and management, does not address this limitation, because its focus remains on delivering services to the end user. Integrating recent developments in service-dominant logic and related research, this article proposes applying a service ecosystems lens to public policy. Five propositions guide the application of this lens to public policy analysis and design. Public policy is conceptualized as a means to enable service by coordinating multiple actors’ value cocreation activities to address public problems. Inherent in this conceptualization is the multilevel nature of policy analysis, which includes the users’ value creation process (micro level), the context (meso level), and the broader value constellation (macro level). Policy design, in turn, includes the identification and support of emergent solutions driven by different actors. Policy makers therefore need to consider problem–conditions–solution combinations across the value constellation and the effect of public interventions on these constellations. The article concludes by presenting policy makers with marketing and design practices that can assist in the analysis of service ecosystems and engage relevant stakeholders in change initiatives. | service-dominant logic, public policy, service ecosystems, public service-dominant logic | https://journals.sagepub.com/doi/10.1177/0743915618818566 |
| Digital Transformation | Clarke, A., & Craft, J. | The twin faces of public sector design. | Governance | 2019 | Design thinking has become a popular approach for governments around the world seeking to address complex governance challenges. It offers novel techniques and speaks to broader questions of who governs, how they govern, and the limits of rational instrumentalism in policy making. Juxtaposing design thinking with an older tradition of policy design, this article offers the first critical analysis of the application of design thinking to policy making. It argues that design thinking does not sufficiently account for the political and organizational contexts of policy work. Design thinking also errs in universally privileging one particular policy style over others, and fails to account for the reality of policy mixes. Despite these deficiencies, it is argued that design thinking can inform and enrich governance by helping policy designers produce more adaptable designs, better appreciate the behavioral dynamics of public sector design, and leverage networked approaches to social problem solving. | design thinking, governance, policy, organizations | https://onlinelibrary.wiley.com/doi/full/10.1111/gove.12342 |
| Service Design | Simon, H. A. | The sciences of the artificial | Cambridge, Mass: M.I.T. | 1969 | The Sciences of the Artificial reveals the design of an intellectual structure aimed at accommodating those empirical phenomena that are “artificial” rather than “natural.” The goal is to show how empirical sciences of artificial systems are possible, even in the face of the contingent and teleological character of the phenomena, their attributes of choice and purpose. Developing in some detail two specific examples—human psychology and engineering design—Professor Simon describes the shape of these scientists as they are emerging from developments of the past 25 years. “Artificial” is used here in a very specific sense: to denote systems that have a given form and behavior only because they adapt (or are adapted), in reference to goals or purposes, to their environment. Thus, both man-made artifacts and man himself, in terms of his behavior, are artificial. Simon characterizes an artificial system as an interface between two environments—inner and outer. These environments lie in the province of “natural science,” but the interface, linking them, is the realm of “artificial science.” When an artificial system adapts successfully, its behavior shows mostly the shape of the outer environment and reveals little of the structure or mechanisms of the inner. The inner environment becomes significant for behavior only when a system reaches the limits of its rationality and adaptability, and contingency degenerates into necessity. Separating the contributions of the two environments, Simon identifies the complexity in human behavior as a reflection primarily of the outer environment: a man, he asserts, viewed as a behaving system, is quite simple. The apparent complexity of his behavior is largely a reflection of the complexity of the environment in which he finds himself. Examining this thesis in the light of evidence from recent work in cognitive psychology and linguistics, Simon sets forth an information-processing theory of man's thinking processes that provides an operational, empirically based alternative to behaviorism. He then uses this description of an information-processing system, combining it with other developments in computer science and optimization theory, to propose a curriculum for the emerging science of engineering design. Beyond his specific examples, the author indicates how the sciences of the artificial are relevant to economics, management and administration, medicine, education, architecture, art..., to all fields that create designs to perform tasks or fulfill goals and functions. | artificial systems, natural sciences, empirical phenomena, "empirical science of the artificial" | https://mitpress.mit.edu/books/sciences-artificial |
| Service Design | White, O. | Social change and administrative adaptation | In 'Toward a New Public Administration: The Minnowbrook Perspective', Scanton: Chandler | 1971 | Patterns of social change and Impacts on the political system. The ideological focal point in patterns of social change. The emerging alternative reflected in major institutions. Impacts on the political system. The traditional conceptualization of administrative adaptation: Adaptation as a conflict. An alternative conceptualization: Adaptation as confrontation. Toward the teaching of administrative politics as confrontation. The problem of transition. | social change, political system, adaptation, administrative politics | https://archive.org/details/towardnewpublica00mari/page/n403 |
| Service Design | Geertz, C. | The interpretation of cultures. | Basic books. Vol. 5019. | 1973 | In The Interpretation of Cultures, the most original anthropologist of his generation moved far beyond the traditional confines of his discipline to develop an important new concept of culture. This groundbreaking book, winner of the 1974 Sorokin Award of the American Sociological Association, helped define for an entire generation of anthropologists what their field is ultimately about. | anthropology, society, culture | https://www.goodreads.com/book/show/330006.The_Interpretation_of_Cultures |
| Service Design | Granovetter M. | The strength of weak ties | American Journal of Sociology | 1973 | Analysis of social networks is suggested as a tool for linking micro and macro levels of sociological theory. The procedure is illustrated by elaboration of the macro implications of one aspect of small-scale interaction: the strength of dyadic ties. It is argued that the degree of overlap of two individuals' friendship networks varies directly with the strength of their tie to one another. The impact of this principle on diffusion of influence and information, mobility opportunity, and community organization is explored. Stress is laid on the cohesive power of weak ties. Most network models deal, implicitly, with strong ties, thus confining their applicability to small, well-defined groups. Emphasis on weak ties lends itself to discussion of relations between groups and to analysis of segments of social structure not easily defined in terms of primary groups. | social networks, sociological theory, interaction, dyadic ties | https://www.sciencedirect.com/science/article/pii/B9780124424500500250 |
| Service Design | Hill P. | On Goods and Services | The Review of Income and Wealth | 1977 | The paper is concerned with the concept, definition and measurement of a service. Although services are often dismissed as immaterial goods, they are not special kinds of goods and belong in a quite different logical category from goods. The search for appropriate units of quantity in which to measure services is not an idle metaphysical pursuit. Without quantity units there can be no prices, and most economic theory becomes irrelevant. Indeed, large parts of economic theory may be irrelevant to the analysis of services anyway, precisely because they are not goods which can be exchanged among economic units. Services are as important as goods in modern developed economies and they need to be identified and quantified properly if the measurement of economic growth and inflation is to have any meaning for the economy as a whole. The concept of a service is explained in some detail in the paper, and various ways in which services can be classified for purposes of economic analysis are elaborated. The distinction between private and public goods, or rather between private and collective services, is re‐examined in the light of the general concept of a service proposed in the paper. Externalities are shown to be simply special kinds of services. | services, measurement, economic theory | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1475-4991.1977.tb00021.x |
| Service Design | Shostack, G. L. | Breaking Free from Product Marketing | Journal of Marketing | 1977 | It is dangerous to take the marketing concepts that apply to products, and try to transfer them to services. Products are tangible; services are not-and that makes a lot of difference in how you market them. | marketing, services, products | https://www.jstor.org/stable/1250637 |
| Service Design | Gershuny J. | After Industrial Society? The Emerging Self-Service Economy | London: Mac Millan. | 1978 | This book is a record of research in progress. When the first three chapters were written the author had no very clear position on the questions they ask. The empirical research that forms the substance of the book was informed by a number of simple questions: How has the sectoral pattern of employment changed over the last two decades? In what ways have the nature of the jobs changed? How have consumption patterns altered over the period? Out of the answers to this question came the particular view of the likely future that is suggested here; the book describes the author's sequence of investigation. The result of this way of organising the writing is inevitably an untidy book. The first half of the book opens broad issues which are only considered rather narrowly in the second. | self-service, service industries, durable goods, consumer, western world Economic conditions, theories | https://books.google.com.mx/books/about/After_Industrial_Society.html?id=u14fAQAAIAAJ&redir_esc=y |
| Service Design | Saviotti P.P. and Metcalfe J.S. | A theoretical approach to the construction of technological output indicators | Research Policy | 1984 | In this paper a framework potentially useful for the development of indicators of the output of technological innovation is described. The approach is based on a characteristics description of product technology. A product is considered a combination of three sets of characteristics, one describing the technical features of the product, one describing the services performed by the product, and one describing the methods of its production. These sets of characteristics are related by patterns of mapping. The potential applications of the framework to the development of indicators of the output of technological innovation and to the analysis of diffusion and technological substitution are outlined. Also, the relationship of this framework to the concepts of technological regimes, technological guide posts and dominant design is described. | technology innovation, indicators, product, framework | https://www.sciencedirect.com/science/article/abs/pii/0048733384900222 |
| Service Design | Zeithaml, V. A., Parasuraman, A., & Berry, L. L. | Problems and Strategies in Services Marketing | Journal of Marketing | 1985 | This article compares problems and strategies cited in the services marketing literature with those reported by actual service suppliers in a study conducted by the authors. Discussion centers on several broad themes that emerge from this comparison and on guidelines for future work in services marketing. | services, marketing, strategies, service marketing literature | https://www.jstor.org/stable/1251563?seq=1#page_scan_tab_contents |
| Service Design | Freeman C. | Technology policy and economic performance: lessons from Japan | Pinter, London | 1987 | The author argues that technical and related social innovations are the main source of dynamism and instability in the world economy and that technological capacity is the competitive strength of firms and nations. The book starts by comparing international long-term trends in R & D, technology and basic science, and permits the Case of Japan to be evaluated, especially technology gaps and institutional innovations. The experience with technological forecasting in Japan and the international field provides for a description of the Japanese national system of innovation and the information technology paradigm. Chapter 4 identifies Technology Gaps and their effects on International Trade and Long Waves in economic performance leading to the fmal chapter which instances Technology Policies in the United Kingdom. There are comprehensive references and an Index. | social innovation, world economy, technology, Japan, United Kingdom | https://books.google.com/books/about/Technology_policy_and_economic_performan.html?id=rA20AAAAIAAJ |
| Service Design | Levitt B. and March J.G. | Organizational Learning | Annual Review of Sociology | 1988 | This paper reviews the literature on organizational learning. Organizational learning is viewed as routine-based, history-dependent, and target-oriented. Organizations are seen as learning by encoding inferences from history into routines that guide behavior. Within this perspective on organizational learning, topics covered include how organizations learn from direct experience, how organizations learn from the experience of others, and how organizations develop conceptual frameworks or paradigms for interpreting that experience. The section on organizational memory discusses how organizations encode, store, and retrieve the lessons of history despite the turnover of personnel and the passage of time. Organizational learning is further complicated by the ecological structure of the simultaneously adapting behavior of other organizations, and by an endogenously changing environment. The final section discusses the limitations as well as the possibilities of organizational learning as a form of intelligence. | organizational learning, behavior, experience, paradigms | https://www.annualreviews.org/doi/abs/10.1146/annurev.so.14.080188.001535 |
| Service Design | Strauss, A., & Corbin, J. | Basics of qualitative research. | Sage publications. | 1990 | Offering immensely practical advice, Basics of Qualitative Research, Fourth Edition presents methods that enable researchers to analyze, interpret, and make sense of their data, and ultimately build theory from it. Authors Juliet Corbin and Anselm Strauss (late of the University of San Francisco and co-creator of grounded theory) walk readers step-by-step through the research process—from the formation of the research question through several approaches to coding, analysis, and reporting. Packed with definitions and illustrative examples, this highly accessible book concludes with chapters that present criteria for evaluating a study, as well as responses to common questions posed by students of qualitative research. New end-of-chapter “Insider Insights” contributed by qualitative researchers give readers a sense of what it’s like to work in the field. Significantly revised, this Fourth Edition remains a landmark volume in the study of qualitative methods | qualitative research, methodology, data, approaches | https://us.sagepub.com/en-us/nam/basics-of-qualitative-research/book235578 |
| Service Design | Carlsson B. and Stankiewicz R. | On the nature function and composition of technological system | Journal of evolutionary economics | 1991 | This paper suggests that the economic growth of countries reflects their developmental potential which, in turn, is a function of the technological systems in which various economic agents participate. The boundaries of technological systems may or may not coincide with national borders and may vary from one techno-industrial area to another. The central features of technological systems are economic competence (the ability to develop and exploit new business opportunities), clustering of resources, and institutional infrastructure. A technological system is defined as a dynamic network of agents interacting in a specific economic/industrial area under a particular institutional infrastructure and involved in the generation, diffusion, and utilization of technology. Technological systems are defined in terms of knowledge/competence flows rather than flows of ordinary goods and services. In the presence of an entrepreneur and sufficient critical mass, such networks can be transformed into development blocks, i.e. synergistic clusters of firms and technologies which give rise to new business opportunities. | technology, innovation systems, development blocks, networks, economic competence | https://link.springer.com/article/10.1007/BF01224915 |
| Service Design | Friedland R. and Alford R.R. | Bringing society back in: symbols, practices, and institutional contradictions | In 'The New Institutionalism in Organizational Analysis. University of Chicago Press'; Chicago | 1991 | The social sciences are in the midst of a theoretical retreat from society. The retreat has taken two paths, one toward the utilitarian individual and the other toward the power-oriented organization. In this chapter we argue to the contrary, that it is not possible to understand individual or organizational behavior without locating it in a societal context. But to posit the exteriority of society in a nonfunctionalist, nondeterminist manner requires an alternative conception of society as an interinstitutional system. We conceive of institutions as both supraorganizational patterns of activity through which humans conduct their material life in time and space, and symbolic systems through which they categorize that activity and infuse it with meaning. | social sciences, individual, organization, context, system | https://www.researchgate.net/publication/238198697_Bringing_Society_Back_In_Symbols_Practices_and_Institutional_Contradictions |
| Service Design | Hollins, G., & Hollins, B. | Total Design: managing the design process in the service sector | Pearson Education; London. | 1991 | Explaining how service products should be designed and how this design process should be managed, the author identifies areas where problems most commonly occur. The book includes the findings of the first research undertaken on the step-by-step process of the design management of service products. | design process, services, management | https://www.amazon.es/Total-Design-Managing-Process-Service/dp/0273033387 |
| Service Design | Cross, N. | Science and design methodology: a review. | Research in Engineering Design, 5(2) | 1993 | Design methodology has always seemed to have a problematic relationship with science. The “design methods movement” started out with intentions of making design more “scientific”, but the more mature field of design methodology has resulted in clarifying the differences between design and science. This paper reviews the relatively short history of design methodology and its relationship with science, maps out some of the major themes that have sustained it, and tries to establish some agreed understanding for the concepts of scientific design, design science and the science of design. | Design methodology, Design science, Science of design | https://link.springer.com/article/10.1007/BF02032575 |
| Service Design | Frederickson, H.G. | Comparing the reinventing government movement with the new public administration | Public Administration Review | 1996 | In this article, the reinventing government movement is compared with the new public administration along six dimensions. A strongly felt need to change bureaucracy differently. Both movements seek relevantrly and responsiveness, but in different ways. Issues of rationality, methodology, and epistemology are more important in the new public administration than in the reinventing government movement. Both movements conceptualize organization similarly. The reinventing government movement has a stronger commitment to market approaches for the provision of public services and to mecahnisms for public choice. Reinventing government is popular electoral politics for executives (presidents, governors, mayors) and is more radical than new public administration. The new public administration prompted subtle, incremental shifts toward democratic management practices and social equity. The results of reinventing government, so far, are short-run increases in efficiency purchased at a likely long-range cost in administrative capacity and social equity. | governance, bureaucracy, organization, market approah | https://sites.duke.edu/niou/files/2011/05/Frederickson-Comparing-the-Reinventing-Government-Movement-with-the-New-Public-Administration.pdf |
| Service Design | Hastings A. | Unravelling the process of “Partnership” in urban regeneration policy | Urban Studies | 1996 | In the UK, there is a political consensus that a multi-sectoral partnership approach is essential to achieve urban regeneration. As a term, however, 'partnership' is overused, ambiguous and politicised. The Conservative government has inscribed 'partnership' with a complex political agenda. It is not clear whether the politics of partnership are still dominated by a Thatcherite agenda of privatising and centralising urban policy or whether a new, more democratic era has been entered. The paper explores how the stakeholders in the central government-led Scottish Urban Partnerships conceive of the nature of their interrelationships within this political context. It also presents a conceptualisation of partnership processes which extends and refines the framework put forward by Mackintosh (1992). The paper concludes that the Urban Partnerships are essentially limited applications of the potential of the partnership approach. | UK, partnership, stakeholders, political agenda | https://journals.sagepub.com/doi/abs/10.1080/00420989650011997 |
| Service Design | Frederickson, H.G. | The Spirit of Public Administration | San Francisco: Jossey-Bass | 1997 | In this field-defining, broad approach to the study and practice of public administration, H. George Frederickson, one of the field's most respected scolars, carefully measures the meets and bounds of public administration and fixes its place in the context of changing politics, values, and ethics. He describes a robust and exciting public administration that includes, but is much more than, effective government management. The Spirit of Public Administration defines an ethic for the field that illustrates: What the differences are between public administration and government administration, and how these differences redefine the field. How to practice ethical and energetic public administration in the context of contemporary politics. Why fairness and benevolence are as important as efficiency and economy. What implications are evident in the transition from government to governance. Frederickson strongly defAnds broad grants of discretion to public administrators and then lays out the proper norms and ethic which should inform that discretion. And he firmly argues that the effectiveness of democratic government and modern governance, not just for the majority of but for all citizens, depAnds on the energetic exercise of bureaucratic discretion. The book concludes with seven principles that should guide everyone who works in public settings. Students and scholars will find The Spirit of Public Administration an exhilarating and challenging perspective. | public administration, value, ethics, governance, economy | https://www.amazon.com/Spirit-Public-Administration-George-Frederickson/dp/0787902950 |
| Service Design | McSwite O.C. | Legitimacy in public administration: A discourse analysis. | SAGE | 1997 | In this "postmodern, end-of-the-century" moment, the question of what role public administration can legitimately play in a democratic society has deepened and taken on increased urgency. At the same time the movement toward global marketization has gained enormous momentum, traditional prejudices and racial and ethnic violence have appeared with a renewed virulence, presenting unprecedented challenges to democratic governments. Legitimacy in Public Administration reveals how the issue of administrative legitimacy is directly implicated, indeed central, to this broader issue. It argues that legitimacy hinges at the generic level on the question of alterityùhow to regard and relate to "different others." This book reviews the history of the legitimacy issue in the literature of American public administration with the purpose of demonstrating that this discourse has been distorted by an underlying and undisclosed commitment to an elitist "Man of Reason" model of the public administratorÆs role. Current attempts to reformulate administration to meet the challenge of new conditions will fail, the author argues, because they have not escaped the grip of this implicit distortion. Legitimacy in Public Administration includes a challenging concluding chapter that uses insights from gender theory and demonstrates the connection between the legitimacy question and the critical problem of alterity. The author also offers a new way to fundamentally reframe the legitimacy question, so as not only to help the field of public administration resolve it, but to show how this resolution can create a new understanding of the problem of racial and ethnic prejudice. | public administration, democracy, legitimacy, societal challenges | https://books.google.com.mx/books?id=d4M2D5MVCKkC&dq=Legitimacy+in+public+administration:+A+discourse+analysis.&lr=&hl=es&source=gbs_navlinks_s |
| Service Design | Rhodes, R.A.W. | Understanding governance: policy networks, governance, reflexivity and accountability | Maidenhead: Open University Press | 1997 | Understanding Governance asks: * What has changed in British government over the past two decades, how and why?. * Why do so many government policies fail?. * What does the shift from government to governance mean for the practice and study of British government? This book provides a challenging reinterpretation which interweaves an account of recent institutional changes in central, local and European Union government with methodological innovations and theoretical analysis. It emphasizes: the inability of the 'Westminster model', with its accent on parliamentary sovereignty and strong executive leadership, to account for persistent policy failure; the 'hollowing out' of British government from above (the European Union), below (special purpose bodies) and sideways (to agencies); and the need to respond to the postmodern challenge, rethinking the methodological and theoretical assumptions in the study of British government. | governance, UK government, policy, institutional set-up, theory | https://eprints.soton.ac.uk/336524/ |
| Service Design | Gallouj F. | Innovating in reverse: services and the reverse product cycle | European Journal of Innovation Management | 1998 | As they account for the largest share of employment and value added, services do not (or cannot) lie outside a Schumpeterian view of innovation phenomena. Of the various attempts at shedding more light on the mechanisms of innovation in service industries and firms, we consider the “reverse product cycle” to warrant special attention because of its highly thought‐provoking nature and its theoretical ambition. This article has two objectives: first, to present this interesting and still neglected theoretical study, and second, to evaluate on a theoretical and empirical level the extent to which Barras’ model meets the objective of a “theory of innovation in services”. | innovation, models, service industries | https://www.emerald.com/insight/content/doi/10.1108/14601069810230207/full/html |
| Service Design | Nahapiet, J., & Ghoshal, S. | Social capital, intellectual capital, and the organizational advantage. | Academy of Management Review | 1998 | Scholars of the theory of the firm have begun to emphasize the sources and conditions of what has been described as “the organizational advantage,” rather than focus on the causes and consequences of market failure. Typically, researchers see such organizational advantage as accruing from the particular capabilities organizations have for creating and sharing knowledge. In this article we seek to contribute to this body of work by developing the following arguments: (1) social capital facilitates the creation of new intellectual capital; (2) organizations, as institutional settings, are conducive to the development of high levels of social capital; and (3) it is because of their more dense social capital that firms, within certain limits, have an advantage over markets in creating and sharing intellectual capital. We present a model that incorporates this overall argument in the form of a series of hypothesized relationships between different dimensions of social capital and the main mechanisms and processes necessary for the creation of intellectual capital. | theory of the firm, organizational advantage, social capital, intellectual capital, organizations | https://journals.aom.org/doi/abs/10.5465/amr.1998.533225 |
| Service Design | Podolny J.M. and Page K. L. | Network forms of organization | Annual Review of Sociology | 1998 | Initial sociological interest in network forms of organization was motivated in part by a critique of economic views of organization. Sociologists sought to highlight the prevalence and functionality of organizational forms that could not be classified as markets or hierarchies. As a result of this work, we now know that network forms of organization foster learning, represent a mechanism for the attainment of status or legitimacy, provide a variety of economic benefits, facilitate the management of resource dependencies, and provide considerable autonomy for employees. However, as sociologists move away from critiquing what are now somewhat outdated economic views, they need to balance the exclusive focus on prevalence and functionality with attention to constraint and dysfunctionality. The authors review work that has laid a foundation for this broader focus and suggest analytical concerns that should guide this literature as it moves forward. | networks, organization, alliances, governance, trust | https://www.annualreviews.org/doi/abs/10.1146/annurev.soc.24.1.57 |
| Service Design | Barabasi A.L. and Albert R. | Emergence of Scaling in random Networks | Science | 1999 | Systems as diverse as genetic networks or the World Wide Web are best described as networks with complex topology. A common property of many large networks is that the vertex connectivities follow a scale-free power-law distribution. This feature was found to be a consequence of two generic mechanisms: (i) networks expand continuously by the addition of new vertices, and (ii) new vertices attach preferentially to sites that are already well connected. A model based on these two ingredients reproduces the observed stationary scale-free distributions, which indicates that the development of large networks is governed by robust self-organizing phenomena that go beyond the particulars of the individual systems. | networks, topology, vertices, organizations | https://science.sciencemag.org/content/286/5439/509.full |
| Service Design | Hansen, M. T. | The search-transfer problem: The role of weak ties in transferring knowledge across organization subunits. | Administrative Science Quarterly | 1999 | This paper combines the concept of weak ties from social network research and the notion of complex knowledge to explain the role of weak ties in sharing knowledge across organization subunits in a multiunit organization. I use a network study of 120 new-product development projects undertaken by 41 divisions in a large electronics company to examine the task of developing new products in the least amount of time. Findings show that weak interunit ties help a project team search for useful knowledge in other subunits but impede the transfer of complex knowledge, which tends to require a strong tie between the two parties to a transfer. Having weak interunit ties speeds up projects when knowledge is not complex but slows them down when the knowledge to be transferred is highly complex. I discuss the implications of these findings for research on social networks and product innovation. | social network, weak ties, complex knowledge | https://journals.sagepub.com/doi/abs/10.2307/2667032 |
| Service Design | Doz Y.L. and Olk P.M. Smith Ring P. | Formation process of R&D consortia: which path to take? where does it lead? | Strategic Management Journal | 2000 | Research into network formation generally takes one of two approaches. Either it examines the outcomes of variations in the context and motives of the formation without examining the dynamics of the process, or it identifies the sequence of activities during the formation but does not examine variations within the formation. In this paper we complement both approaches by examining variations within the formation process and their consequences. We take an exploratory approach. Our analysis of survey data collected on the formation process of 53 R&D consortia reveals two distinct formation paths. The first involves emergent processes, developing from changes in the environment and a common interest and similar views among potential members. In the second, the process appears to be engineered-a triggering entity actively recruits potential members to join in the consortium. We conclude the paper with propositions on the importance of these formation types for the development of strategic networks. | network formation, variation, survey | https://www.jstor.org/stable/3094187?seq=1#page_scan_tab_contents |
| Service Design | Etzkovitz H. and Leydesdorff L. | The dynamics of innovation from national systems and ‚’Mode 2’ to a triple helix of university-industry-government relations | Research Policy | 2000 | The Triple Helix of university–industry–government relations is compared with alternative models for explaining the current research system in its social contexts. Communications and negotiations between institutional partners generate an overlay that increasingly reorganizes the underlying arrangements. The institutional layer can be considered as the retention mechanism of a developing system. For example, the national organization of the system of innovation has historically been important in determining competition. Reorganizations across industrial sectors and nation states, however, are induced by new technologies (biotechnology, ICT). The consequent transformations can be analyzed in terms of (neo-)evolutionary mechanisms. University research may function increasingly as a locus in the “laboratory” of such knowledge-intensive network transitions. | mode 2, triple helix, university–industry–government relations, innovation | https://www.sciencedirect.com/science/article/abs/pii/S0048733399000554 |
| Service Design | Vigoda, E. and Golembiewski, R.T. | Citizenship behavior and the spirit of new managerialism – a theoretical framework and challenge for governance | American Review of Public Administration | 2001 | This article develops an integrative understanding of the relationship between citizenship behavior in and around organizations and new public management (NPM). The authors argue that recent theory of NPM underestimates the economic, symbolic, and educational contribution of many voluntary actions, here termed citizenship behavior, to public organizations as well as to modern society. Relying on this argument, the authors develop a multidimensional model of citizenship behavior that can be applied in the public sector. The model deals with micro-citizenship, midi-citizenship, macro-citizenship, and metacitizenship. Citizenship is thus advocated as a vital construct for the formation of the new managerial spirit and at the same time as a major coming challenge for governance. Finally, several responsibilities are elaborated for social players in fostering values of voluntarism and spontaneous involvement. These can promote a healthier public service, a more efficient bureaucracy, and richer life in prosperous modern communities. | New Public Management, citizen behavior, citizenship, values | https://journals.sagepub.com/doi/10.1177/02750740122064956 |
| Service Design | Kelly G., Mulgan G. and Muers S. | Creating public value: an analytical framework for public service reform | Cabinet Office Strategy Unit, United Kingdom Cabinet Office, London | 2002 | This paper argues that: i) The concept of public value provides a useful way of thinking about the goals and performance of public policy. It provides a yardstick for assessing activities produced or supported by government (including services funded by government but providedby other bodies such as private firms and non-profits, as well as governmentregulation). ii) Public value provides a broader measure than is conventionally used within the new public management literature, covering outcomes, the means used to deliver them as well as trust and legitimacy. It addresses issues such as equity, ethos and accountability. Current public management practice sometimes fails to consider, understand or manage this full range of factors. | public value, services, public management | https://www.academia.edu/23693003/Creating_Public_Value_An_analytical_framework_for_public_service_reform |
| Service Design | Rashman L. and Hartley J. | Leading and learning? Knowledge transfer in the Beacon Council Scheme | Public Administration | 2002 | This paper examines the Beacon Council Scheme as a distinct policy element within the UK government’s wide–ranging local government modernization agenda. The aim of the Beacon scheme is two–fold. First, reward for high performing councils and second, the achievement of substantial change by sharing ‘best practice’ from identified centres of excellence. The scheme presupposes an implicit theory of organizational change through learning. The Beacon Council Scheme is based on the assumption that the organizational preconditions exist which will facilitate learning, and through its application to practice, improve service delivery. The paper analyses the presumed and possible conditions which facilitate or impede interorganizational learning and service improvement through the scheme. The paper then examines empirical data from 59 local authority elected members and officers about their attitudes towards and motivation to take part in the Beacon scheme during the first year of its existence. The data indicate that there are differing motivations for participation in the scheme and that these reflect different learning needs. The experiences of local authority participants suggest that the formulators of the dissemination strategy at the heart of the scheme have not yet given sufficient consideration to the processes of interorganizational learning, the conditions that support such learning between authorities and the embedding of new understandings, practices and organizational cultures in the receiving authority. This suggests that the underlying theories of organizational learning and cultural change may be insufficiently developed to create and sustain the kind of transformational change that is intended by central government. | Beacon scheme, learning, local government, organization theory | https://onlinelibrary.wiley.com/doi/abs/10.1111/1467-9299.00316 |
| Service Design | Tuomi I. | The future of knowledge management | Lifelong Learning in Europe | 2002 | In this article, I characterize the main sources of knowledge management movement, show how the various generations of knowledge management succeeded each other, summarize some of the learnings, and propose some future research, policy, and management issues. | knowledge management, future research, policy | http://www.providersedge.com/docs/km_articles/future_of_km.pdf |
| Service Design | Barnes, M., Newman, J., Knops, A. and Sullivan, H. | Constituting ‘the public’ in public participation | Public Administration | 2003 | The emphasis on public participation in contemporary policy discourse has prompted the development of a wide range of forums within which dialogue takes place between citizens and officials. Often such initiatives are intended to contribute to objectives relating to social exclusion and democratic renewal. The question of ‘who takes part’ within such forums is, then, critical to an understanding of how far new types of forums can contribute to the delivery of such objectives. This article draws on early findings of research conducted as part of the ESRC Democracy and Participation Programme. It addresses three questions: ‘How do public bodies define or constitute the public that they wish to engage in dialogue?’; ‘What notions of representation or representativeness do participants and public officials bring to the idea of legitimate membership of such forums?’; and ‘How do deliberative forums contribute to, or help ameliorate, processes of social inclusion and exclusion?’ | public participation, citizens-officials dialogue | https://onlinelibrary.wiley.com/doi/abs/10.1111/1467-9299.00352 |
| Service Design | McLellan E., MacQueen K.M. and Neidig J.L | Beyond the qualitative interview: Data preparation and transcription. | Field Methods | 2003 | The increased use of qualitative research, especially its application in multisite studies, requires robust data collection techniques and the documentation of research procedures. The inappropriate or inadequate preparation of transcripts from audio or digital recordings can delay or negatively affect the analysis process. Although no universal transcription format is adequate for all types of qualitative data collection approaches, settings, or theoretical frameworks, there are some practical considerations that can help researchers systematically organize and analyze textual data. | qualitative data, transcription guidelines, data reduction and management | https://journals.sagepub.com/doi/abs/10.1177/1525822x02239573 |
| Service Design | Sorensen, E. and Torfing, J. | Network politics, political capital, and democracy | International Journal of Public Administration | 2003 | Is network politics a good or a bad thing for democracy? Seen from a narrow perspective of democracy the answer is clear. It is a bad thing. However, seen from broader perpsective the answer is more complex since it does not only focus on the preservation of representative democracy but also on the promotion of organizational democracy in civil society and on the enhancement of the citizens' political capital, that is their endowment, empowerment and political identity. The complexity of the relationship between democracy and network politics is apparent in a case study of political decision making in Skanderborg, a small town in Denmark. | democracy, network governance, political capital, political identity, empowerment, endowment, denmark | https://www.tandfonline.com/doi/abs/10.1081/PAD-120019238 |
| Service Design | Bartl M., Ernst H., Füller J., Mühlbacher H. | Community based innovation: a method to utilize the innovative potential of online communitiers | Proceedings of the 37th HICSS Conference, Hawaii. | 2004 | In this article, the authors suggest a method to utilize the existing innovative potential of online communities by integrating its members virtually into new product development. The introduced concept of community based innovation (CBI) which is founded on groundwork of social exchange and interaction theory was explored, tested and refined in several already conducted business projects in the consumer goods sector. As result of this action research the authors illustrate CBI as a practitioner's guideline consisting of four systemized steps along one case study in the automotive industry. The presented study helps to get a deeper understanding and a more detailed overview concerning the procedures and activities used in practice. | technological innovation, innovation management, marketing management, technology management, product development, internet, design engineering, testing, refining, business | https://ieeexplore.ieee.org/abstract/document/1265464/keywords#keywords |
| Service Design | Bryson, J.M., Crosby, B.C. and Bloomberg, L. | Public value governance: moving beyond traditional Public Administration and the New Public Management | Public Administration Review | 2004 | A new public administration movement is emerging to move beyond traditional public administration and New Public Management. The new movement is a response to the challenges of a networked, multisector, no‐one‐wholly‐in‐charge world and to the shortcomings of previous public administration approaches. In the new approach, values beyond efficiency and effectiveness—and especially democratic values—are prominent. Government has a special role to play as a guarantor of public values, but citizens as well as businesses and nonprofit organizations are also important as active public problem solvers. The article highlights value‐related issues in the new approach and presents an agenda for research and action to be pursued if the new approach is to fulfill its promise. | public value, governance, public administration reform | http://iranarze.ir/wp-content/uploads/2017/02/6073-English-IranArze.pdf |
| Service Design | Rynes S. and Gephart R.P. Jr. | From the editors: Qualitative research and the “Academy of Management Journal”. | The Academy of Management Journal | 2004 | Editorial | qualitative research | http://www.jstor.org/stable/20159596 |
| Service Design | Ballon, P., Pierson, J. & Delaere, S. | Test and experimentation platforms for broadband innovation: examining European practice | available at: http://ssrn.com/abstract=1331557 | 2005 | Various public and private stakeholders are creating, supporting and using environments for joint testing and experimenting of broadband innovations. This paper proposes a conceptual framework of test and experimentation platforms (TEPs), that differentiates six types of TEPs, based on a.o. technological maturity, openness and focus; and consists of testbeds, field trials, prototyping platforms, living labs, market pilots and societal pilots. The major rationales to establish TEPs are identified and the a priori requirements for TEPs are deduced. These are then matched with the actual characteristics of TEPs as they are being set up and used in three European benchmark countries today. In general, it can be said that while specific context and country influences are obvious, the TEPs that were examined exhibit a remarkable commonality in the sense that for all types of TEPs, we have found ample instances of valuable, open initiatives aimed at joint innovation, and mostly involving (business or individual) users. | Test and Experimentation Platforms, Open innovation, Living Labs | https://papers.ssrn.com/sol3/papers.cfm?abstract_id=1331557. |
| Service Design | Bloomgren Bingham L., Nabatchi T. and O’Leary R. | The New Governance: Practices and processes for stakeholder and citizen participation in the work of government | Public Administration Review | 2005 | Leaders in public affairs identify tools and instruments for the new governance through networks of public, private, and nonprofit organizations. We argue the new governance also involves people—the tool makers and tool users—and the processes through which they participate in the work of government. Practitioners are using new quasi‐legislative and quasi‐judicial governance processes, including deliberative democracy, e‐democracy, public conversations, participatory budgeting, citizen juries, study circles, collaborative policy making, and alternative dispute resolution, to permit citizens and stakeholders to actively participate in the work of government. We assess the existing legal infrastructure authorizing public managers to use new governance processes and discuss a selection of quasi‐legislative and quasi‐judicial new governance processes in international, federal, state, and local public institutions. We conclude that public administration needs to address these processes in teaching and research to help the public sector develop and use informed best practices. | new governance, citizen participation, public management, deliberative democracy, e-democracy | http://unpan1.un.org/intradoc/groups/public/documents/un-dpadm/unpan039447.pdf |
| Service Design | Decker, R., Hermelbracht, A., & Klocke, S. | Eine empirische Studie zur zukünftigen Ausgestaltung des Dienstleistungsangebots öffentlicher Stadtbibliotheken. | Bibliothek Forschung und Praxis, 29(3) | 2005 | This paper describes results of a recent empirical study for determining the usefulness and the desirability of exis-ting as well as future services offered by public libraries from a customer’s point of view. To this end the opinions of more than 2 000 persons in seven German cities have been gathered and evaluated by means of conjoint analysis, among other things. Strategic implications and practical recommendations for the library management complete the analytical remarks. | public services, libraries, survey, conjoint analysis, Germany, recommendations | https://www.researchgate.net/publication/240755829_Eine_empirische_Studie_zur_zukunftigen_Ausgestaltung_des_Dienstleistungsangebots_offentlicher_Stadtbibliotheken |
| Service Design | Hartley J. | Innovation in governance and public services: Past and present | Public Money and Management | 2005 | Three approaches to innovation in the public sector in the post war period are identified and analysed for their implications for policy-makers, managers and citizens. Various relationships are identified between innovation and improvement in public services. The traditional bias of the literature that innovation is necessarily functional is undermined. Important lessons for policy, practice and research include the need to develop an understanding of innovation which is not over-reliant on the private sector manufacturing literature but reflects the distinctive contexts and purposes of the public sector. | innovation, public services, policy, public sector | https://www.tandfonline.com/doi/abs/10.1111/j.1467-9302.2005.00447.x |
| Service Design | Callaghan, G.D. and Wistow, G. | Publics, patients, citizens, consumers? Power and decision making in primary healthcare | Public Administration | 2006 | This article uses theoretical approaches to the discussion of power in order to consider the role of public and patient participation in primary health care organizations in the UK. There is considerable evidence to suggest that, despite major national initiatives to extend participation in health services, the role of participation in decision making remains underdeveloped. The primary purpose of this article is to understand how and why this should be the case. Using findings from qualitative research that explored approaches taken by the dominant professional groups on primary care groups (PCGs) to involving patients and the public, we consider how these approaches reflect the exercise of different forms and levels of power. The explanation combines Lukes’ categorization of three forms of power with Bourdieu’s dynamic conceptualization of the relations of habitus and field. It is argued that the models observed represent different opportunities for the operation of power with implications for the role that participation can play. | theoretical approach, health care, participation, power, decision making | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.2006.00603.x |
| Service Design | Denhardt, J.V. and Campbell, K. B. | The role of democratic values in transformational leadership | Administration and Society | 2006 | Transformational leaders are typically seen as visionaries and catalysts of organizational change. Although organizational change is important, the transformational leadership model is vitally important and relevant to the public sector in ways that are not accounted for in this model. This article builds on and extends existing literature by identifying the key normative elements of a public sector transformational leadership model. Specifically, it focuses on why transformational leadership in the public sector should explicitly address democratic norms and the role of citizens and citizenship in both formulating and realizing shared goals. | transformational leadership, organizational change, democratic values, citizenship | https://journals.sagepub.com/doi/abs/10.1177/0095399706289714 |
| Service Design | Fung, A. | Varieties of participation in complex governance | Public Administration Review | 2006 | The multifaceted challenges of contemporary governance demand a complex account of the ways in which those who are subject to laws and policies should participate in making them. This article develops a framework for understanding the range of institutional possibilities for public participation. Mechanisms of participation vary along three important dimensions: who participates, how participants communicate with one another and make decisions together, and how discussions are linked with policy or public action. These three dimensions constitute a space in which any particular mechanism of participation can be located. Different regions of this institutional design space are more and less suited to addressing important problems of democratic governance such as legitimacy, justice, and effective administration. | democracy, governance, public sphere, citizen participation, stakeholders, public hearings, cubes, community policing, democratic authority, police | https://www.jstor.org/stable/4096571?seq=1#page_scan_tab_contents |
| Service Design | Osborne S. | The New Public Governance? | Public Management Review | 2006 | The argument advanced in this present article is that PAM has actually passed through three dominant modes – a longer, pre-eminent one of PA, from the late nineteenth century through to the late 1970s/early 1980s; a second mode, of the NPM, through to the start of the twenty-first century; and an emergent third one, of the NPG, since then. The time of the NPM has thus in fact been a relatively brief and transitory one between the statist and bureaucratic tradition of PA and the embryonic plural and pluralist tradition of the NPG. The remainder of this article will briefly expound upon the extant natures of PA and the NPM before arguing for the emergent characteristics of the NPG. | Public administration, New Public Management, New Public Governance, | https://www.tandfonline.com/doi/abs/10.1080/14719030600853022?journalCode=rpxm20 |
| Service Design | Osborne S.P. | The new public governance? | London: Routledge. | 2006 | Despite predictions that 'new public management' would establish itself as the new paradigm of Public Administration and Management, recent academic research has highlighted concerns about the intra-organizational focus and limitations of this approach. This book represents a comprehensive analysis of the state of the art of public management, examining and framing the debate in this important area. The New Public Governance? sets out to explore this emergent field of research and to present a framework with which to understand it. Divided into five parts, the book examines: i)Theoretical underpinnings of the concept of governance, especially competing perspectives from Europe and the US; ii)Governance of inter-organizational partnerships and contractual relationships; iii)Governance of policy networks; iv) Lessons learned and future directions. Under the steely editorship of Stephen Osborne and with contributions from leading academics including Owen Hughes, John M. Bryson, Don Kettl, Guy Peters and Carsten Greve, this book will be of particular interest to researchers and students of public administration, public management, public policy and public services management. | public administration, public management, New Public Management, New Public Governance | https://www.taylorfrancis.com/books/e/9780203861684 |
| Service Design | Rubalcaba L. | Which Policy for Innovation in Services? | Science and Public Policy | 2006 | This paper proposes an analytical framework and rationale for service innovation policies and discusses the framework alternatives for policy implementation. Specific service characteristics and specific service innovation needs may require specific solutions. However, a service-oriented innovation policy is not necessarily aimed at specific individual service sectors. This article proposes a predominantly horizontal policy, going across sectors, based on service innovation being considered as a systemic dimension useful for any kind of economic activity. | service innovation, implementation, horizontal policy | https://academic.oup.com/spp/article-abstract/33/10/745/1658198 |
| Service Design | Stoker, G. | Public Value Management: A new narrative for networked governance? | American Review of Public Administration | 2006 | The aim of this article is to clarify the nature of the management style most suited to the emergence of networked governance. The paradigms of traditional public administration and new public management sit uncomfortably with networked governance. In contrast, it is argued the public value management paradigm bases its practice in the systems of dialogue and exchange that characterize networked governance. Ultimately, the strength of public value management is seen to rest on its ability to point to a motivational force that does not solely rely on rules or incentives to drive public service practice and reform. People are, it suggests, motivated by their involvement in networks and partnerships, that is, their relationships with others formed in the context of mutual respect and shared learning. Building successful relationships is the key to networked governance and the core objective of the management needed to support it. | public value management, networked governance, management paradigms | https://journals.sagepub.com/doi/10.1177/0275074005282583 |
| Service Design | Bovaird T. | Beyond engagement and participation: User and community coproduction of public services | Public Administration Review | 2007 | In recent years, there has been a radical reinterpretation of the role of ‘policy making’ and ‘service delivery’ in the public domain. Policymaking is no longer seen as a purely ‘top down’ process but rather as a negotiation between many interacting policy systems. Similarly, services are no longer simply delivered by professional and managerial staff in public agencies, but rather co-produced by users and their communities. This paper presents a conceptual framework for understanding the emerging role of user and community co-production and then illustrates how different forms of co-production have played out in practice in a number of case studies of radical improvement of local public services. It suggests that traditional conceptions of service planning and management are now out-dated and need to be revised to take into account the potential of co-production as an integrating mechanism and incentive for resource mobilization, a potential which is still greatly underestimated in its potential to raise the effectiveness of public policy. However, co-production in a context of multi-purpose, multi-stakeholder networks raises a number of important public governance issues, which have implications for public services reform. | user co-production, community co-production, public services | https://pdfs.semanticscholar.org/9cf7/bdf229d719c5b109d0c8d0c73d1a7455f3a4.pdf |
| Service Design | Dryzek, J.S. | Networks and democratic ideals: equality, freedom and communication | In 'Theories of Democratic Network Governance', Palgrave MacMillan: London | 2007 | Democratic theory has historically proceeded under the assumption that the proper — and perhaps exclusive — locus of political authority is the sovereign state claiming exclusive political authority over a defined territory and population. A well-defined demos can therefore accompany the sovereign state, with a claim to popular control over policy decisions that is fairly straightforward — at least in theory, if rarely in practice. The democratic ideal of political equality can then be defined in terms of the equal capacity of all citizens in the demos to exercise control over policy decisions. Additionally, state democracy in practice is almost always liberal democracy. And liberal democratic theorists can specify a number of rights — freedom of thought, expression, association, and assembly, more controversially rights to private property and subsistence — necessary to make such a system work.2 Public authority so constructed constitutes a relatively neat package. Those wedded to such a picture greet any departure with horror. So for example Lowi (1999) condemns the cooperative environmental governance applauded by Sabel et al. (1999) as an abdication of public authority that allows stakeholders to generate outcomes that suit themselves — but at the expense of a public interest properly defined at the highest levels of state government. | deliberative democracy, sovereign state, soft power, governance network, democratic theory | https://link.springer.com/chapter/10.1057/9780230625006_16 |
| Service Design | Kalvet, T. | The Estonian information society developments since the 1990s. | PRAXIS WorkingPaper29 | 2007 | The current article describes achievements in key fields and discusses the main factors that have made such developments possible. It asserts that the major factors that have affected as well as contributed to the evolution of information society in Estonia include the economic factors, active role of the public sector, technological competency, and socio-cultural factors. It is argued that telecommunications and banking sectors are the cornerstones of Estonian information society developments; they are also behind major initiatives dedicated to computer training and awareness raising. Activities of the public sector have been also crucial in providing favourable legislative environment, but also in launching infrastructural projects and in implementing innovative e-services. Public sector developments have been strongly influenced by some non-governmental organisations. ICT skills and R&D competencies, a lot of which is Soviet inheritance, have been also crucial. | NETIS, information society, Estonia, public sector, technological competency, e-services | http://praxis.ee/wp-content/uploads/2014/03/2007-Estonian-information-society-developments.pdf |
| Service Design | Bitner, M. J., Ostrom, A. L., & Morgan, F. N | Service blueprinting: a practical technique for service innovation | California management review | 2008 | With the global focus on service-led growth has come increased need for practical techniques for service innovation. Services are fluid, dynamic, experiential, and frequently -produced in real time by customers, employees, and technology, often with few static physical properties. However, most product innovation approaches focus on the design of relatively static products with physical properties. Thus, many of the invention and prototype design techniques used for physical goods and technologies do not work well for human and interactive services. This article describes one technique—service blueprinting—that has proven useful for service innovation. Service blueprinting is securely grounded in the customer's experience and it allows the clear visualization of dynamic service processes. The technique is described in detail including real case examples that illustrate the value and breadth of its applications. | services, innovation, service blue-printing | https://www.researchgate.net/publication/215915405_Service_Blueprinting_A_Practical_Technique_for_Service_Innovation |
| Service Design | Dawes S. S. | The evolution and continuing challenges of e-governance. | Public Administration Review | 2008 | E‐governance comprises the use of information and communication technologies (ICTs) to support public services, government administration, democratic processes, and relationships among citizens, civil society, the private sector, and the state. Developed over more than two decades of technology innovation and policy response, the evolution of e‐governance is examined in terms of five interrelated objectives: a policy framework, enhanced public services, high‐quality and cost‐effective government operations, citizen engagement in democratic processes, and administrative and institutional reform. This summary assessment of e‐governance in U.S. states and local governments shows that the greatest investment and progress have been made in enhanced public services and improved government operations. Policy development has moved forward on several fronts, but new policy issues continually add to an increasingly complex set of concerns. The least progress appears to have occurred in enhancing democracy and exploring the implications of e‐governance for administrative and institutional reform. ICT‐enabled governance will continue to evolve for the foreseeable future providing a dynamic environment for ongoing learning and action. | e-govenance, information technologies, policy, reform, citizen engagement | https://doi.org/10.1111/j.1540-6210.2008.00981.x |
| Service Design | Grönroos, C. | Service logic revisited: who creates value? And who co‐creates? | European Business Review | 2008 | In the discussion on service‐dominant logic and its consequences for value creation and marketing the inner meaning of the value‐in‐use notion and the nature of service marketing have not been considered thoroughly. The purpose of this paper is to analyze the meaning of a service logic as a logic for consumption and provision, respectively, and explore the consequences for value creation and marketing. Discussing the differences between value‐in‐exchange and value‐in‐use, the paper concludes that value‐in‐exchange in essence concerns resources used as a value foundation which are aimed at facilitating customers' fulfilment of value‐in‐use. When accepting value‐in‐use as a foundational value creation concept customers are the value creators. Adopting a service logic makes it possible for firms to get involved with their customers' value‐generating processes, and the market offering is expanded to including firm‐customer interactions. In this way, the supplier can become a co‐creator of value with its customers. Drawing on the analysis, ten concluding service logic propositions are put forward. | services marketing, marketing theory, value analysis | https://www.emerald.com/insight/content/doi/10.1108/09555340810886585/full/html |
| Service Design | Hendricks, C.M. | On inclusion and network governance: the democratic disconnect of Dutch energy transitions | Public Administration | 2008 | The coordination of policy networks, or network governance, poses threats and opportunities for democracy. Against the norms of liberal democracy, multi‐actor partnerships do not fare well: they appear to lack responsiveness, public accountability and democratic legitimacy. But in terms of promoting deliberation and participation, networks could potentially deepen democracy. This paper injects some empirical insights into this debate by exploring network governance from the perspective of inclusion. It argues that any account of ‘democratic’ network governance must look beyond outputs, and consider the extent to which network arrangements include both ‘functional’ and ‘descriptive’ representatives of those potentially affected by decisions. An analysis of the inclusivity of network governance in recent Dutch energy reforms finds that partnerships are dominated by industry and government elites, at the expense of broader democratic engagement. A series of strategies are proposed for how to make network governance more accessible and accountable to affected publics. | network governance, democracy, inclusion, accountability | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-9299.2008.00738.x |
| Service Design | Noy, C. | Sampling knowledge: The hermeneutics of snowball sampling in qualitative research. | International Journal of Social Research Methodology | 2008 | During the past two decades we have witnessed a rather impressive growth of theoretical innovations and conceptual revisions of epistemological and methodological approaches within constructivist‐qualitative quarters of the social sciences. Methodological discussions have commonly addressed a variety of methods for collecting and analyzing empirical material, yet the critical grounds upon which these were reformulated have rarely been extended to embrace sampling concepts and procedures. The latter have been overlooked, qualifying only as a ‘technical’ research stage. This article attends to snowball sampling via constructivist and feminist hermeneutics, suggesting that when viewed critically, this popular sampling method can generate a unique type of social knowledge—knowledge which is emergent, political and interactional. The article reflects upon researches about backpacker tourists and marginalized men, where snowball sampling was successfully employed in investigating these groups' organic social networks and social dynamics. In both studies, interesting interrelations were found between sampling and interviewing facets, leading to a reconceptualization of the method of snowball sampling in terms of power relations, social networks and social capital. | qualitative research, snowball sampling, social sciences, research methodology | https://www.tandfonline.com/doi/abs/10.1080/13645570701401305 |
| Service Design | Alford J. | Engaging public sector clients: from service-delivery to co-production | Houndmills, Hamps and New York, NY: Palgrave Macmillan. | 2009 | Exploring three rich cases across three countries, this book shows how government organizations need their clients to contribute time and effort to co-producing public services, and how organizations can better elicit this work from them, by providing good client service and appealing to their intrinsic needs and social values. | co-production, services, engagement, public sector | https://www.palgrave.com/gp/book/9780230223769 |
| Service Design | Alford J. and O'Flynn J. | Making sense of Public Value: concepts, critiques and emergent meanings | International Journal of Public Administration | 2009 | It has been two decades since the “public value” framework emerged, articulated initially at the Harvard Kennedy School. In this paper we set out the basics of the original approach, and then consider emerging critiques and meanings. Our aim is firstly to clarify the core concepts of Moore's approach, and secondly to track the new meanings of public value which are developing. This allows us to engage with the growing debate about public value both inside and outside academia, and also to discuss its trajectory as a new idea in public sector management. | public value, public management, politics/administration dichotomy | https://www.tandfonline.com/doi/abs/10.1080/01900690902732731 |
| Service Design | Davis, P. and West, K. | What do public values mean for public action? Putting public values in their plural place | The American Review of Public Administration | 2009 | Public values are moving from a research concern to policy discourse and management practice. There are, though, different readings of what public values actually mean. Reflection suggests two distinct strands of thinking: a generative strand that sees public value emerging from processes of public debate; and an institutional interpretation that views public values as the attributes of government producers. Neither perspective seems to offer a persuasive account of how the public gains from strengthened public values. Key propositions on values are generated from comparison of influential texts. A provisional framework is presented of the values base of public institutions and the loosely coupled public propositions flowing from these values. Value propositions issue from different governing contexts, which are grouped into policy frames that then compete with other problem frames for citizens’ cognitive resources. Vital democratic commitments to pluralism require public values to be distributed in competition with other, respected, frames. | public values, modeling, value framing regime, values conflict, plurality | https://journals.sagepub.com/doi/10.1177/0275074008328499 |
| Service Design | Morrell, K. | Governance and the public good | Public Administration | 2009 | The paper examines the control of power, using an account of the public good developed from Aristotle. It identifies three different perspectives on the relationship between governance (the control of power) and the public good: a ‘cybernetic’ perspective, an ‘axiological’ perspective, and a perspective of ‘critique’. This framework offers a way to scrutinize the exercise of power, and to evaluate the linkages between a political administration and its citizenry. To evaluate an administration’s legacy, this framework suggests we should study: (1) how an administration controls power over time; (2) how an administration exhibits virtue; and (3) how an administration creates conditions which enable its citizens to live the good life. Narrative theory is one basis for empirical development of this framework. This contributes to some long‐standing debates in management, public administration, economics and political science. It also enables critical examination of a fashionable, though vague, term: ‘public value’. | public value, citizenry, narrative theory | https://www.academia.edu/19429291/Morrell_K._2009_Governance_and_the_Public_Good_Public_Administration_87_3_538-556 |
| Service Design | Styhre A. | Tinkering with material resources: Operating under ambiguous conditions in rock construction work | The Learning Organization | 2009 | Ethnographic studies of, for instance, laboratory work show that practices never reach a full closure but are always open to contingencies and ambiguities, making it possible to accommodate new empirical findings. The aim of the paper is to demonstrate that this is true also for less “high‐brow” work in, for example, the construction industry. A case study of a Swedish rock construction company is reported. The study suggests that activities accruing less prestige than scientific laboratory work also share this basic openness. In rock construction work, there is always uncertainty involved when engaging material resources such as equipment, tools and technologies and when exploring literary previously unknown ground. Practice is therefore what is of necessity and is simultaneously enclosed in terms of drawing on a relatively stable specific set of know‐how, routines, beliefs, and norms, while remaining attentive to emerging events. Any practice must be regarded as resting on detailed know‐how and experience and therefore the management of seemingly “low‐skilled work” needs to be reconsidered as what is demanding informed vocabularies and insight in to the domain of practice. In theoretical terms the paper bridges practice theory, science and laboratory studies, and theory about construction work. In addition, the empirical study reported calls for a revaluation of the term “low‐skilled work”. | construction works, rocks, resources, working practices, Sweden | https://www.emerald.com/insight/content/doi/10.1108/09696470910974171/full/html |
| Service Design | Vargo, S.L. | Toward a transcending conceptualization of relationship: a servicedominant logic perspective | Journal of Business & Industrial Marketing | 2009 | The purpose of this paper is to propose and elaborate on a service‐dominant‐logic‐based conceptualization of relationship that transcends traditional conceptualizations. Design/methodology/approach – The paper consists of a review of traditional conceptualizations of relationship, a review of service‐dominant logic foundational premises that are useful in reframing the concept, and supporting views from the institutional economics and business ecosystems literature. Findings – A transcending, service‐dominant‐logic‐based conceptualization of relationship as a general term representing the network‐with‐and‐within‐network nature of value creation, with transactions as “temporal isolates” of relationships is suggested. Originality/value – This higher‐order conceptualization of relationship provides a foundation for better understanding the role of relationship in value creation, as well as its correspondence to transactions and products. | service dominant logic, business, network, value creation | https://www.academia.edu/22738803/Toward_a_transcending_conceptualization_of_relationship_a_service-dominant_logic_perspective |
| Service Design | Winthereik, J. C. T., Malmborg, L., & Andersen, T. B. | Living Labs as a Methodological Approach to Universal Access in Senior Design International Conference on Universal Access in Human-Computer Interaction | Berlin: Springer | 2009 | In this paper we discuss the potential of using the Living Lab methodology as an approach to ensuring universal access when designing for senior citizens. Our understanding of Living Labs is based on a recent study of 32 Living Labs cases, identifying central activities and issues in different applications of the methodology. We describe a Danish Living Lab project initiated to design for better quality of life for senior citizens in Sølund, a nursing home in Copenhagen. Two crucial concepts from the Living Lab methodology – co-creation and context – act as the core concepts for our analysis of user participation and universal access in Living Labs in general and in the Sølund Living Lab specifically. In our conclusion we suggest areas that should be given special attention when designing Living Lab projects and selecting user participants. | Universal access, living labs, co-creation, participatory design | https://link.springer.com/chapter/10.1007/978-3-642-02707-9_19 |
| Service Design | Yin, R. K. | Case study research: Design and methods. | Thousand Oaks, C.A: Sage. | 2009 | Providing a complete portal to the world of case study research, the Fourth Edition of Robert K. Yin’s bestselling text Case Study Research offers comprehensive coverage of the design and use of the case study method as a valid research tool. This thoroughly revised text now covers more than 50 case studies (approximately 25% new), gives fresh attention to quantitative analyses, discusses more fully the use of mixed methods research designs, and includes new methodological insights. The book’s coverage of case study research and how it is applied in practice gives readers access to exemplary case studies drawn from a wide variety of academic and applied fields. | research, case studies, methodology, case study design | https://books.google.com.mx/books/about/Case_Study_Research.html?hl=es&id=FzawIAdilHkC&redir_esc=y |
| Service Design | Bryson, J. M., Berry, F. S., & Kaifeng, Y. | The State of Public Strategic Management Research: A Selective Literature Review and Set of Future Directions. | The American Review of Public Administration, 40(5) | 2010 | Strategic planning and related strategic management elements have become ubiquitous practices at all levels of U.S. government and many nonprofit organizations over the past 25 years. The authors review strategic planning and management research over that time period using the premises of practice theory to guide the discussion. The review is organized according to 10 research directions proposed by Bryson, Freeman, and Roering (1986). Important gains have been made in a number of areas, but much more remains to be done. The authors also propose four new research directions, including the need to (1) attend more fully to the nature of strategic management practice, (2) focus on learning and knowledge management generally as part of strategic management, (3) focus specifically on how strategy knowledge develops and is used, and (4) understand how information and communication technologies can be best integrated into strategic management. The fruits of further concentrated research can be improved public strategic management practice, including enhanced organizational capacity for addressing current and future challenges and improvements in long-term performance. | Strategic planning, strategic management, strategy, budgeting, performance, practice theory, learning, information and communication technology (ICT), case study methodology. | https://journals.sagepub.com/doi/10.1177/0275074010370361 |
| Service Design | Enjolras B. | Gouvernance verticale gouvernance horizontale et économie sociale et solidaire : le cas des services à la personne | Géographie économie et société | 2010 | The approach in terms of new governance gives a significant place to civil society’s actors both within policy-making and policy implementation processes. The issue of governance has to be understood against the backdrop of the erosion of state’s prerogatives in industrialized countries. The governance perspective mirrors a move of the focus on public organizations toward an increased interest on actors’ networks. This article is concerned with the conceptualization of two perspectives on governance- one state-centered, the other centered on civil society- and attempts to draw some conclusions for the empirical analysis of governance processes. In a first place, the article develops the concept of “governance regime” which allows highlighting the plurality of modalities in which state and civil society relate to each others. The second part of the article contrasts this “vertical” approach to governance with a civil society-centered “horizontal” approach where civil society ability to self-organize and to cooperate within networks is under focus. In conclusion the article argues for the development of research articulating those two perspectives. | governance, social and solidarity eonomy, network, governance regimes, personal services | https://www.cairn-int.info/article-E_GES_121_0015--vertical-governance-horizontal.htm#xd_co_f=MjU0ZmUxZGU4YThmN2NiMzkxODE1NjY0MDI5MjgwNjE=~ |
| Service Design | Gallouj F. and Djellal F. (eds) | The Handbook of Innovation and Services: a multidisciplinary perspective | Edward Elgar Publishers. | 2010 | This Handbook brings together 49 international specialists to address an issue of increasing importance for the world’s post-industrial economies; innovation as it relates to services. | services, innovation | https://www.e-elgar.com/shop/the-handbook-of-innovation-and-services?___website=uk_warehouse |
| Service Design | Gebauer H, Johnson M, Enquist B. | Value co-creation as a determinant of success in public transport services: A study of the Swiss Federal Railway operator SBB. | Managing Service Quality. Vol. 20 No. 6, 2010. Emerald Group Publishing Limited | 2010 | Purpose: This paper seeks to utilise Prahalad’s five activities of co-creation (customer engagement,self-service, customer involvement, problem-solving, and co-design) to explore how value co-creation occurs in the context of a public-transport service provider. | Rail transport, Switzerland, Value chain, Customer orientation, Critical success factors, Service delivery | https://www.researchgate.net/publication/235271892_Value_co-creation_as_a_determinant_of_success_in_public_transport_services_A_study_of_the_Swiss_Federal_Railway_operator_SBB |
| Service Design | Menschner, P., & Leimeister, J. M. | Systematische Entwicklung mobiler und IT-gestützter Dienstleistungen für die Generation 50+. | Mit Dienstleistungen die Zukunft gestalten - Impulse aus Forschung und Praxis | 2010 | Demographic change is opening up ways to develop new markets for tailored services for the target group (s) 50+. The use of new technologies in the field of mobile communications, such as Near Field Communication (NFC), allows the IT support of innovative service concepts that are tailored to the needs of an older target group. A multi level, holistic approach to the structured and systematic development of services will be presented, with which new ways of IT-based support of services in the segment 50+ can be found and developed. This includes, on the one hand, the early involvement of users and, on the other hand, a focus on the needs and demands of service providers. The first stages of this approach have already been carried out for the generation of promising applications and explained using the example of nutrition management. In addition, the concept of the "neighborhood solution" - a web platform for the local communication of commercial and voluntary services - will be presented. | services, mobile communications, users, target, demographic change | http://pubs.wi-kassel.de/wp-content/uploads/2013/03/JML_202.pdf |
| Service Design | Pestoff, V. and Brandsen, T. | Public sector governance and the third sector: opportunities for co-production and innovation? | In 'The New Public Governance?', Routledge: Oxon. | 2010 | We will explore what role the third sector can play in the public services. None of these roles are exclusive to the third sector and there are good grounds to challenge whether it has a specific contribution to make –indeed, whether the third sector concept is truly useful. This chapter will argue that, if we are to judge the distinct contribution of the third sector to service delivery, an analysis should take account of the institutional framework within which it operates. Blanket statements on the specific nature of the third sector tend to be simplistic and this is why further comparative work is needed. In the current chapter, we will lay out some basic concepts along which a comparative analysis could be organised. | third sector, public services, co-production, innovation | https://www.semanticscholar.org/paper/PUBLIC-GOVERNANCE-AND-THE-THIRD-SECTOR%3A-FOR-AND-Pestoff-Brandsen/ee25b527b0d2143881dc311300d736b4f34a9562#paper-header |
| Service Design | Toivonen M. | Different types of innovation processes in services and their organisational implications | In 'The handbook of innovation and services', Edward Elgar, Cheltenham, UK and Northampton, MA, USA | 2010 | Marja Toivonen 10.1 Introduction Since the mid-1990s, innovation in services has aroused growing interest and studies on this topic are today accumulating rapidly. One of the observations confirmed in several studies is that innovation activities in service sectors and service firms are less systematic than in the industrial context. Researchers have usually linked this observation to the fact that service firms only rarely have research and development (R&D) departments for innovation activities. Rather, these activities are distributed within the firm; they are conducted, for example, in connection with strategic planning, training and market development (Coombs and Miles, 2000; Djellal and Gallouj, 2001; Preissl, 2000). Many researchers have emphasised that this finding should not lead us to conclude that service firms are less innovative than industrial firms. On the contrary, we should broaden our view about the organisation of innovation, and strive for a better understanding of other forms of innovation activities in addition to those concentrating on the conduct of R&D (Hipp and Grupp, 2005). Three main approaches can be identified in studies that aim at revealing alternative forms of innovation – important in services but remaining hidden if the starting point is a manufacturing-based innovation paradigm and accompanying indicators. The first approach focuses on quantitative innovation surveys and in this context has tried to develop such new indicators that are better applicable in services than the earlier ones. Both input and output indicators have been suggested. As regards the former, investments in human resources have been highlighted in... | services, innovation | https://www.elgaronline.com/view/9781847205049.00021.xml |
| Service Design | Verhoest K. | Common data in the COBRA research – an outline | Public Management Institute, Katholieke Universiteit Leuven, 2010 | 2010 | Aim of document: In this document we develop a common data set which the Cobra-partners aim to develop for their own country or area under research. In this document the data set is formulated in questions, as surveys would be the main method for gathering data that has been used by the early COBRA partners (Belgium-Flanders, Ireland, Norway). However, these data can be gathered also by other means, such as documentation analysis (legalisation, year reports and so on) and structured interviews. The aim is ultimately to develop a cross-national compatible database on public sector organisations. We refer such surveys, interviews or document analysis by the term ‘data gathering‘ in the remainder of the document. We distinguish three levels of commonality in data sets. For each cluster of issues we develop a set of questions on each level, drawing from the original Flemish, Norwegian and Irish surveys. By using this document each new partner should be able to construct its own database, takeninto account the obliged and optional questions set and the particularities of its own country. | COBRA, survey, questionning, data, analysis | https://soc.kuleuven.be/io/cost/survey/surv_core.pdf |
| Service Design | Fuglsang L. | Bricolage and invisible innovation in public service innovation | Journal of Innovation Economics | 2010 | The purpose of the paper is to discuss how the definitions of innovation must be extended in order to analyse innovation in a public service-institution and uncover the reality of innovation in such an institution. A case study of home-help for the elderly has been carried out. Interviews with top-management, middle management as well as nurses and home helpers have been conducted. The case-study shows that innovation is a core activity and that process-based concepts such as “ad hoc innovation” (Gallouj & Weinstein, 1997), “a posteriori recognition of innovation” (Toivonen et al., 2007) and “bricolage” (see e.g. Styhre, 2009) are highly relevant to understanding and analysing development processes in this context. These concepts point to a more process- and practise-based approach to innovation. | services, innovation, public sector | https://www.cairn.info/revue-journal-of-innovation-economics-2010-1-page-67.htm?contenu=resume |
| Service Design | Balter, B. J. | Toward a more agile government: The case for rebooting federal IT procurement. | Public Contract Law Journal | 2011 | Whereas the third quarter of the twentieth century saw a greater emphasis on quantitative, pure research, the century ended with a renaissance of concern for applied sociological research (sometimes called sociological practice) and also a renewed interest in qualitative research. The Basics of Social Research was first published in1999 in support of these trends. The fifth edition aims at increasing and improving that support. Te book can also be seen as a response to changes in teaching methods and in student demographics. In addition to the emphasis on applied research, some alternative teaching formats have called for a shorter book, and student economics have argued for a paperback. While standard methods courses have continued using The Practice of Social Research, I’ve been delighted to see that the first four editions of Basics seem to have satisfied a substantial group of instructors as well. The fine-tuning in this fifth edition is intended to serve this group even better than before. | sociological research, sociological practice, qualitative research, teaching | https://www.jstor.org/stable/23058602?seq=1#page_scan_tab_contents |
| Service Design | Benington, J. | From private choice to public value | In 'Public Value: Theory and practice'; Basingstoke: Palgrave MacMillan | 2011 | This chapter will build on Mark Moore’s foundational ideas in Creating Public Value (Moore 1995), but transposes them into an alternative framework which starts with the public and the collective as the primary units of analysis, rather than with the private and the individual. Moore’s ideas were developed initially in the USA in the early to mid 1990s, at the height of the dominance of neo-liberal ideology which emphasized models based on individual consumers within a private competitive market (where the state is seen as an encroachment upon, and potential threat to, individual liberty), over models based on communal citizenship within a public democratic state (within which individual liberties then have to be protected). | public value, collaboration, reform | https://www.macmillanexplorers.com/from-private-choice-to-public-value/14242336 |
| Service Design | Benington, J. and Moore, M. | Public Value in complex and changing times | In 'Public Value: Theory and practice'; Basingstoke: Palgrave MacMillan | 2011 | Public value and related concepts like the public good, the public interest, and the public realm have been actively debated within political philosophy since the time of the ancient Greeks. However, the stimulus for the current debate about public value within the field of public management was Mark Moore’s seminal book Creating Public Value: Strategic Management in Government (Moore 1995). Thinking about public value has since moved well beyond its origins in neoliberal American discourse of the 1990s, and is now at the forefront of cross-national discussion about the changing roles of the public, private, and voluntary sectors in a period of profound political economic, ecological, and social change. This chapter traces that intellectual journey, mapping out the key ideas and debates surrounding the concept of public value, and suggesting ways in which it may provide a compass bearing and a clearer sense of direction for strategic thinking and action by public policymakers and managers, under conditions of complexity and austerity. | public value, public management, public/private/volontary sectors | https://www.macmillanexplorers.com/public-value-in-complex-and-changing-times/14242322 |
| Service Design | Clatworthy, S. | Service innovation through touch-points: Development of an innovation toolkit for the first stages of new service development. | International Journal of Design, 5(2) | 2011 | This paper reviews one of the central areas of service design, the area of touch-point innovation. Specifically, it describes the development and use of a card-based toolkit developed in the AT-ONE project - the AT-ONE touch-point cards. These cards have been developed to assist cross-functional teams during the first phases of the New Service Development (NSD) process. This paper describes and analyses the development of the tools, their intended use and their evaluation following actual uptake by several commercial service providers. The results show that the toolkit assists the innovation process during the first phases of the new service development process and helps develop team cohesiveness. The card-based approach offers a tangibility that teams find useful, and that offers multiple usage alternatives. In addition, the paper describes the multiple functions that tools used in service innovation need to accommodate, and how design makes an important contribution to this. The work also reflects upon the materials of service design and suggests that touch-points are one of the materials used by designers to understand, explore and develop innovative service solutions. Suggestions for further work are included that include aspects of toolkit tangibility, usage areas and touch-point innovation. | Touch-points, Methods for Service Innovation, Touch-point Cards, Toolkit, Cross-functional Teams, Service Design, Innovation. | http://www.ijdesign.org/index.php/IJDesign/article/view/939/343 |
| Service Design | Edvardsson, B., Tronvoll, B., & Gruber, T. | Expanding understanding of service exchange and value co-creation: a social construction approach. | Journal of the Academy of Marketing Science, 39(2) | 2011 | According to service-dominant logic (S-D logic), all providers are service providers, and service is the fundamental basis of exchange. Value is co-created with customers and assessed on the basis of value-in-context. However, the extensive literature on S-D logic could benefit from paying explicit attention to the fact that both service exchange and value co-creation are influenced by social forces. The aim of this study is to expand understanding of service exchange and value co-creation by complementing these central aspects of S-D logic with key concepts from social construction theories (social structures, social systems, roles, positions, interactions, and reproduction of social structures). The study develops and describes a new framework for understanding how the concepts of service exchange and value co-creation are affected by recognizing that they are embedded in social systems. The study contends that value should be understood as value-in-social-context and that value is a social construction. Value co-creation is shaped by social forces, is reproduced in social structures, and can be asymmetric for the actors involved. Service exchanges are dynamic, and actors learn and change their roles within dynamic service systems. | Service-dominant logic, Service exchange, Value co-creation, Social construction theories, Structuration theory, Social interaction, Service system | https://link.springer.com/article/10.1007/s11747-010-0200-y |
| Service Design | Lee C. P., Chang K. and Berry F. S. | Testing the development and diffusion of E-government and E-democracy: A global perspective. | Public Administration Review | 2011 | E‐government uses information and communication technology to provide citizens with information about public services. Less pervasive, e‐democracy offers greater electronic community access to political processes and policy choices. Few studies have examined these twin applications separately, although they are widely discussed in the literature as distinct. The authors, Chung‐pin Lee of Tamkang University and Kaiju Chang and Frances Stokes Berry of Florida State University, empirically analyze factors associated with the relative level of development of e‐government and e‐democracy across 131 countries. Their hypotheses draw on four explanations of policy change—learning, political norms, competition, and citizen pressures. All four explanations are strongly linked to nations where e‐government policy is highly advanced, whereas a country’s e‐democracy development is connected to complex internal factors, such as political norms and citizen pressures. | e-governance/e-democracy, policy, political norms, citizen pressures | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1540-6210.2011.02228.x |
| Service Design | Meroni, A., & Sangiorgi, D. | Design for services. Design for social responsibility | Farnham : Gower | 2011 | In Design for Services, Anna Meroni and Daniela Sangiorgi articulate what Design is doing and can do for services, and how this connects to existing fields of knowledge and practice. Designers previously saw their task as the conceptualisation, development and production of tangible objects. In the twenty-first century, a designer rarely 'designs something' but rather 'designs for something': in the case of this publication, for change, better experiences and better services. The authors reflect on this recent transformation in the practice, role and skills of designers, by organising their book into three main sections. The first section links Design for Services to existing models and studies on services and service innovation. Section two presents multiple service design projects to illustrate and clarify the issues, practices and theories that characterise the discipline today; using these case studies the authors propose a conceptual framework that maps and describes the role of designers in the service economy. The final section projects the discipline into the emerging paradigms of a new economy to initiate a reflection on its future development. | services, design, innovation, service economy, practice, theory | https://www.amazon.com/Design-Services-Social-Responsibility/dp/0566089203 |
| Service Design | Bhandari, G., & Snowdon, A. | Design of a patient-centric, service-oriented health care navigation system for a local health integration network | Behaviour & Information Technology | 2012 | Efficient and timely access to health care services has a profound impact on the well-being of individuals. A local health integration network (LHIN) located in South-western Ontario, Canada, is mandated to plan, identify, integrate, and fund regional health care services through its 88 member agencies. However, for the public, it is difficult to locate the right services at the right time due to the absence of a system-level navigation tool. In this ongoing system design project, we discuss a proposed patient-centric, service-oriented navigation system to be used by the public for accessing the regional health care services funded by the LHIN. We also propose that basic building blocks of service design be incorporated into the unified theory of acceptance and use of technology for developing an evaluative framework for assessing the impact of service design elements on the user’s acceptance and usage of technology such as our web-based health care navigation tool. | service-oriented architecture, local health integration network, service design, health care services, unified theory of acceptance and use of technology | https://doi.org/10.1080/0144929X.2011.563798 |
| Service Design | Lewis, C. and Marsh, D. | Network Governance and public participation in policy making: federal community cabinets in Australia | Australian Journal of Public Administration | 2012 | The Australian Labor Party's (ALP) 2007 Policy Platform asserted ‘Labor will pursue new and innovative measures designed to foster greater participation and engagement of the Australian population in the political process’ (Manwaring 2010). As such they seemed to have a clear commitment to a more participatory form of democracy. This commitment appeared to be reflected in two initiatives they introduced in power: the 2020 Summit (on this seeFawcett, Manwaring and Marsh 2011) and federal community cabinets. More broadly it could be argued that Labor were following a trend identified internationally as a move from government to governance, more specifically to ‘network governance’ (Rhodes 1997) in which governments encouraged greater participation in policy‐making, recognising that governments could at best steer, not row. Indeed, as Marinetto contends (2003: 593), this idea has taken on a ‘semblance of orthodoxy’ in discussions of public policy. | community consultation, community cabinets, rud government | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1467-8500.2012.00753.x |
| Service Design | Nabatchi, T. | Putting the 'public' back in public values research: designing participation to identify and respond to values | Public Administration Review | 2012 | This article seeks to put the “public” back in public values research by theorizing about the potential of direct citizen participation to assist with identifying and understanding public values. Specifically, the article explores eight participatory design elements and offers nine propositions about how those elements are likely to affect the ability of administrators to identify and understand public values with regard to a policy conflict. The article concludes with a brief discussion about potential directions for future research. | public value, direct participation, policy | https://www.tphlink.com/uploads/1/1/4/0/11401949/putting_the_%E2%80%9Cpublic%E2%80%9D_back_in_public_values_research_-_8.pdf |
| Service Design | Prinz, A., & Leimeister, J. M. | Mobile Systeme im Gesundheitswesen | HMD Praxis der Wirtschaftsinformatik | 2012 | Mobile Electronic Data Capture (EDC) systems enable real-time, fast and easy acquisition of patient data. This paper describes the development, implementation and evaluation of an EDC system for self-assessment of health status. Patients with fine motor disorders accepted the system and rated it as manageable and effective in documenting the current state of health. Active participation and patient integration led to better documentation and data base for medical treatment and care. | Mobile Electronic Data Capture, patient data, patient participation, healthcare | https://link.springer.com/article/10.1007/BF03340720 |
| Service Design | Babbie E. R. | The basics of social research. | Cengage Learning. | 2013 | This thorough revision of Babbie's standard-setting text presents a succinct, straightforward introduction to the field of research methods as practiced by social scientists. Contemporary examples, such as terrorism, Alzheimer's disease, anti-gay prejudice and education, and the legalization of marijuana, introduce students to the "how-tos" and "whys" of social research methods. With increased emphasis on qualitative research and practical applications, this edition is authoritative yet student-friendly and engaging enough to help students connect the dots between the world of social research and the real world. | social science, research methods | https://www.academia.edu/38355214/The_Basics_of_Social_Research_5th_Ed_Earl_Babbie |
| Service Design | Chen, C., Hubbard, M. and Chun-Sung, L. | When public-private partnerships fail: analysing citizen engagement in public-private partnerships – cases from Taiwan and China | Public Management Review | 2013 | This article explores the dynamic and the results of efforts by citizens to resist the costs passed onto them by public–private partnerships for infrastructure, through examining citizen engagement in two problematic projects in Taiwan and China. In both cases, the design and procurement phase focused on the government–investor relation, with no obvious opportunity for citizen voice and costs were displaced onto users. In the operational phase, citizen protest (voice) was more effective in resisting costs in Taiwan where the institutional environment was more open and responsive; in the China case, availability of alternative roads (choice) was crucial in resisting costs. | public-private partnerships, accountability, citizenship, voice, choice | https://www.tandfonline.com/doi/abs/10.1080/14719037.2012.698856 |
| Service Design | Miles I. | Public Service Innovation: What messages from the collision of Innovation Studies and Services Research | In 'Handbook of Innovation and Change in Public Sector Services'; Cheltenham: UK, Northampton: MA, USA, Edward Elgar | 2013 | Innovation studies grew rapidly as an area of research over the last quarter of the twentieth century, as detailed by authors such as Fagerberg (2004) and Godin (2010), and as reflected in handbooks giving overviews of the field (Dodgson and Rothwell 1994; Fagerberg et al. 2004). Research was long dominated by a focus on manufacturing industry, and in particular on ‘high-tech’ industries such as aerospace, the automotive industry and pharmaceuticals. Service innovation had gained substantial attention by the first years of the twenty-first century (cf. Miles 2000), to the point that a Handbook of Innovation and Services was published in 2010 (Gallouj and Djellal 2010). But innovation in the public sector has been even more neglected in the mainstream of innovation studies. Even in the Gallouj and Djellal Handbook there are only a handful of index references to public services; one chapter is devoted to public health care, but this is mainly an account of one case study (concerning UK diabetes education). With public services constituting a substantial fraction of the services sectors, it is important to put more effort into exploring the scope for fruitful integration of work on public service innovation with innovation studies more generally. | innovation studies, service innovation, public sector services | https://www.elgaronline.com/view/9781849809740.00013.xml |
| Service Design | Nielsen, L. | Personas - User Focused Design | London: Springer | 2013 | People relate to other people, not to simplified types or segments. This is the concept that underpins this book. Personas, a user centered design methodology covers topics from interaction design within IT, through to issues surrounding product design, communication, and marketing. Project developers need to understand how users approach their products from the product’s infancy, and regardless of what the product might be. Developers should be able to describe the user of the product via vivid depictions, as if they – with their different attitudes, desires and habits – were already using the product. In doing so they can more clearly formulate how to turn the product's potential into reality. With contributions from professionals from Australia, Brazil, Finland, Japan, Russia, and the UK presenting real-world examples of persona method, this book will provide readers with valuable insights into this exciting research area. The inspiration to create user descriptions includes character-driven narratives, and the film Thelma & Louise is analyzed in order to understand how the development process can also be an engaging story in various professional contexts. With a solid foundation in her own research at the IT University of Copenhagen and more than five years of experience in solving problems for businesses, Lene Nielsen is Denmark’s leading expert in the persona method. She has a PhD in personas and scenarios, and through her research and practical experiences she has developed her own approach to the method – 10 Steps to Personas. Personas – User Focused Design presents a step-by-step methodology of personas which will be of interest to developers of IT, communications solutions and innovative products. | user centered design, ICTs, marketing | https://www.springer.com/gp/book/9781447159032 |
| Service Design | Ritchie J., Lewis J., Nicholls C.M. and Ormston R. | Qualitative research practice: A guide for social science students and researchers. | Sage. | 2013 | Why use qualitative methods? What kinds of questions can qualitative methods help you answer? How do you actually do rigorous and reflective qualitative research in the real world? Written by a team of leading researchers associated with NatCen Social Research (the National Centre for Social Research) this textbook leads students and researchers through the entire process of qualitative research from beginning to end - moving through design, sampling, data collection, analysis and reporting. This book is an ideal guide for students, practitioners and researchers faced with the challenges of doing qualitative research in both applied and academic settings in messy real-life contexts. | social science, qualitative research, research methodology | https://uk.sagepub.com/en-gb/eur/qualitative-research-practice/book237434 |
| Service Design | Saldaña J. | The coding manual for qualitative researchers (2nd ed.) | Los Angeles, CA: Sage | 2013 | Johnny Saldaña’s manual demystifies the qualitative coding process with a comprehensive assessment of different coding types, examples and exercises. The ideal reference for students, teachers, and practitioners of qualitative inquiry, it is essential reading across the social sciences and neatly guides you through the multiple approaches available for coding qualitative data. Its wide array of strategies, from the more straightforward to the more complex, is skillfully explained and carefully exemplified providing a complete toolkit of codes and skills that can be applied to any research project. For each code Saldaña provides information about the method′s origin, gives a detailed description of the method, demonstrates its practical applications, and sets out a clearly illustrated example with analytic follow-up. | qualitative research, coding types | https://www.amazon.com/Coding-Manual-Qualitative-Researchers-Third/dp/1473902495 |
| Service Design | Schöllhammer, O., & Sepke, C. | Lean Management und Service Engineering–Ansätze zur Erleichterung des Arbeitsalltags in einer Wissenschaftlichen Spezialbibliothek | Bibliothek Forschung und Praxis | 2013 | From time to time libraries are facing challenges, resulting from budget cuts, downsizing or demanding customer requests. Often it seems difficult to find solutions which will fit in with the everyday routine. The aim of this article is to show how the use of specific management tools (i.e. Lean Management or Service Engineering) can provide some help in the day-to-day work of a library. By introducing selected management tools, it is possible to identify and evaluate strengths and weaknesses. This can lead to the improvement or further development of library services even under difficult conditions. | Lean indirect; workflow optimization; continuous improvement; service engineering; service development | https://www.degruyter.com/view/j/bfup.2013.37.issue-3/bfp-2013-0048/bfp-2013-0048.xml |
| Service Design | Sørensen E. and Torfing J. | Enhancing Social Innovation by Rethinking Collaboration, Leadership and Public Governance | Paper presented at NESTA Social Frontiers, London UK | 2013 | Whereas the ‘Reinventing Government’ movement still saw private sector growth as the ultimate telos of public innovation, the new discourse on ‘social innovation’ completely changed the rational for enhancing public innovation. Social innovation is defined as ‘innovative activities and services that are motivated by the goal of meeting a social need and that are predominantly developed and diffused through organizations whose primary purpose are social’ (Mulgan et al. 2007: 8). Social innovation is essentially a public innovation that aims to find a ‘solution that is more effective, efficient, sustainable, or just than the existing solutions and for which the value created accrues primarily to society as a whole rather than private individuals’ (Phills, Deiglmeier and Miller, 2008: 36). Hence, the notion of social innovation pinpoints those forms of public innovation that are social and public in character and not motivated by concerns for private sector growth and profitability. | social innovation, governance, collaboration, citizen participation, solution | http://www.transitsocialinnovation.eu/content/original/Book%20covers/Local%20PDFs/120%20SF%20Paper%20Torfing,%20Sorensen%20Public%20sector.pdf |
| Service Design | Alford J. | The multiple facets of co-production: Building on the work of Elinor Ostrom | Public Management Review | 2014 | This article revisits Elinor Ostrom’s pioneering formulation more than three decades ago of the notion of co-production, which remains foundational, but closer scrutiny reveals further unexplored potential. This article focuses on the two parts of the term ‘co-production’, namely, its ‘production’, aspect with its sense of a process of turning inputs into products, and its ‘co’ aspect, with its sense of some kind of relationship. Both aspects have multiple facets, which are in some respects at odds and in others congruent with each other. The article canvasses ways of combining, trading off, and/or choosing between them. | co-production, Elinor Ostrom, motivation, public value, service management | https://www.tandfonline.com/doi/abs/10.1080/14719037.2013.806578 |
| Service Design | Birkinshaw, J., & Duncan, S. | The government digital service (UK). | London, UK: London School of Business. | 2014 | The case describes how Mike Bracken, the newly appointed head of the UK Government Digital Service (GDS), took on the massive challenge of setting up, from scratch, a centralised team to deliver online public services efficiently online across all of the government's digital channels. This involved not merely overcoming great operational and technical challenges - legacy IT systems, lack of recognition and reward for specialist skills - but instigating deep cultural change and securing senior-level buy-in to make the necessary changes happen. The case illustrates how to approach implementing large-scale change across a highly bureaucratic organisation; in this case, the UK government. As such, it is a beautiful illustration of where agile works well. One key point to note is that, rather than focusing on the specifics of agile working, it demonstrates when agile methods can be a very powerful tool for enabling change. It also illustrates the importance of a decisive leader in getting an agile way of working implemented (and to some extent, risk-taking on the part of Mike Bracken and his sponsor in government). We will discuss the pros and cons of this approach. | Strategy, Organizational transformations, Change management, Enterprise agility | https://store.hbr.org/product/the-uk-government-digital-service/lbs210?sku=LBS210-PDF-ENG |
| Service Design | Dahl, A. and Soss, J. | Neoliberalism for the common good? Public Value Governance and the downsizing of democracy | Public Administration Review | 2014 | This article raises a set of cautions regarding public value governance along two dimensions. First, it questions the common claim that public value governance poses a direct challenge to the economistic logic of neoliberalism. Second, although public value is often presented as a democratizing agenda, leading works sidestep foundational questions of power and conflict and advance prescriptions that are at odds with important democratic values. Without attending to these problems, the public value concept risks producing a new variant of neoliberal rationality, extending and strengthening the de‐‐democratizing, market‐oriented project that its proponents seek to overturn. | common good, neoliberalism, governance, democracy, values, rationality, medication, downsizing, governance, neoliberalism, democracy, public value, market | https://experts.umn.edu/en/publications/neoliberalism-for-the-common-good-public-value-governance-and-the |
| Service Design | Ferraris, A. & Santoro, G. | Come dovrebbero essere sviluppati i progetti di social innovation nelle smart city? Un'analisi comparative | Impresa Progetto: Electronic Journal of Management | 2014 | In the last years, the phenomenon of Smart City has emerged as a way to mitigate citizens’ problems, often through the development of new technologies and innovation with social purpose. In fact, the economic crisis of recent times has created not only tough challenges, but also many opportunities to improve the quality of life of citizens. At the same time, it fostered collaboration between public and private actors to find new solutions to social problems within Smart City and many Social Innovation Projects have been developed through public-private partnership (PPP). However, the management of these partnerships presents atypical features and obstacles hard to overcome. Moreover, it emerges the necessity to conceive this kind of projects within the whole ecosystem in which they take place. Therefore, due to the uncertainty of the market and of the peculiarities of Smart City Projects, there is a need to rethink how to manage these partnerships and, at the same time, how to develop useful ecosystems for social innovation. So, this paper aims to shed light on a topic that has created great interest in the political, social and academic environment through a comparative analysis of two Social Innovation Projects in the Smart City context, supported through public-private partnerships. | social innovation, smart city, collaboration, public-private partnership, management | https://www.academia.edu/12642924/Come_dovrebbero_essere_sviluppati_i_progetti_di_social_innovation_nelle_smart_city_Un_analisi_comparativa |
| Service Design | Fuglsang L., Ronning R. and Enquist B. (eds) | Framing innovation in public service sectors | NewYork: Routledge. | 2014 | Innovation is seen as an interactive process that involves many actors within and across organizational boundaries. In public sector services, innovation is a frequent, often holistic, and multi-layered process that involves many actors and many services at the same time. However, most of the existing literature on innovation in public sector services is based on the economics of innovation, which is heavily influenced by investigations of the private sector. Innovation in the Public Sector develops a more context-sensitive and rich approach in order to explore the different logics of innovation that prevail here. Rather than presenting a general theory of innovation, the book specifies how innovation and value creation are interconnected with social and institutional elements. Analytical constructs, including dynamic capability, absorptive capacity, and practice-based approaches, are reviewed and anchored in the organizational context of public sector services. Such a perspective on innovation can help us develop new understandings of the process and history of innovation, contributing to processual organizational analysis in a broader sense, and further developing present theories of organizational change. | innovation, public services, value creation, context, theory | https://www.crcpress.com/Framing-Innovation-in-Public-Service-Sectors/Ronning-Enquist-Fuglsang/p/book/9781138617124 |
| Service Design | Jacobs, L.R. | The contested politics of Public Value | Public Administration Review | 2014 | The emerging field of public values helpfully focuses on the norms and government policies that serve the public interest, but its analysis neglects the barriers to actually creating public value in contemporary America. Chief among these barriers are contending strains of public beliefs and opinions, the disproportionate influence of affluent individuals and business and professional associations, as well as governing structures predisposed toward inaction and drift. This article contrasts the expectations of the public values field with research on American politics to identify barriers to advancing the public interest under current conditions. Although public values scholars offer an analysis of American public life that is inadequate, they do raise challenging questions about how a public‐regarding agenda can be “designed in” to politics and policy. The article concludes by suggesting feasible reforms to improve the conditions for pursuing the public interest. | public value, public interest | https://onlinelibrary.wiley.com/doi/abs/10.1111/puar.12170 |
| Service Design | Nograsek J. and Vintar M. | E-government and organisational transformation of government: Black box revisited? | Government Information Quarterly | 2014 | During the e-government era the role of technology in the transformation of public sector organisations has significantly increased, whereby the relationship between ICT and organisational change in the public sector has become the subject of increasingly intensive research over the last decade. However, an overview of the literature to date indicates that the impacts of e-government on the organisational transformation of administrative structures and processes are still relatively poorly understood and vaguely defined. The main purpose of the paper is therefore the following: (1) to examine the interdependence of e-government development and organisational transformation in public sector organisations and propose a clearer explanation of ICT's role as a driving force of organisational transformation in further e-government development; and (2) to specify the main characteristics of organisational transformation in the e-government era through the development of a new framework. This framework describes organisational transformation in two dimensions, i.e. the ‘depth’ and the ‘nature’ of changes, and specifies the key attributes related to the three typical organisational levels. | technology role, socio-technical theory, technological determinism, Leavitt's model, organisational transformation, second-order change | https://doi.org/10.1016/j.giq.2013.07.006 |
| Service Design | Saldaña J. | Thinking qualitatively: Methods of mind. | Sage Publications. | 2014 | Thinking Qualitatively: Methods of Mind boldly pursues the challenge of teaching students not just how to collect and analyze data, but how to actively think about them. Each chapter presents one “method of mind” (thinking analytically, realistically, symbolically, ethically, multidisciplinarily, artistically, summarily, interpretively, and narratively), together with applications, a vignette or story related to the thinking modality, points to remember, and exercises. Designed to help researchers “rise above the data,” the book explores how qualitative research designs, data collection, data analyses, and write-ups can be enriched through over 60 different lenses, filters, and angles on social life. Venturing into more evocative and multidimensional ways to examine the complex patterns of daily living, the book reveals how the researcher's mind thinks heuristically to transcend the descriptive and develop "highdeep" insights about the human condition. | qualitative research, data, methodology, applications | https://us.sagepub.com/en-us/nam/thinking-qualitatively/book242817 |
| Service Design | Verkuil, P. R., & Fountain, J. E. | The administrative conference of the United States: Recommendations to advance cross-agency collaboration under the GPRA modernization act. | Public Administration Review | 2014 | Perspective | United Sates, cross-agency collaboration | https://www.acus.gov/sites/default/files/documents/Verkuil_Fountain%20PAR%20Article.pdf |
| Service Design | Aulton, K. | Co-Production and the Design of Community Health and Social Care Services for Older People in Scotland | Paper to the International Research Society for Public Management conference, University of Birmingham, April | 2015 | Co-production is currently one of cornerstones of public policy reform across the globe. Inter alia, it is articulated as a valuable route to public service reform and to the planning and delivery of effective public services, a response to the democratic deficit and a route to active citizenship and active communities, and as a means by which to lever in additional resources to public service delivery. Despite these varied roles, co-production is actually poorly formulated and has become one of a series of ‘woolly-words’ in public policy. This paper presents a conceptualization of co-production that is theoretically rooted in both public management and service management theory. It argues that this is a robust starting point for the evolution of new research and knowledge about co-production and for the development of evidence-based public policymaking and implementation. | co-production, public services reform, active citizens, active communities, public service-dominant logic, co-creation, public value | https://www.tandfonline.com/doi/abs/10.1080/14719037.2015.1111927?scroll=top&needAccess=true&journalCode=rpxm20 |
| Service Design | Blomberg, J., & Darrah, C. | Towards an Anthropology of Services | The Design Journal | 2015 | This paper proposes an anthropology of services with implications for service science and design. Contemporary services are often presented as a rupture with previous economic regimes such as manufacturing, a discontinuity that allows services to be conceptualized as a professional domain. We argue instead that services have long characterized the human condition and that they are always embedded in local contexts. An anthropology of services explicates these social contexts to develop more varied and grounded approaches to service encounters, notions of co-production and co-creation, value propositions and service systems. Paradoxically, an anthropology of services draws attention to the conceptual and methodological messiness of service worlds and in doing so it contributes to expanding our understanding of the variety of services, the limits to their conceptualization as objects of design and the possibilities for intervening in and around them to contribute to human betterment. | anthropology, service concepts, human condition | https://doi.org/10.2752/175630615X14212498964196 |
| Service Design | Design Council. | Design methods for developing services. | Keeping Connected Business Challenge | 2015 | This is a brief introduction to why design methods can be useful when developing services. You can use it to familiarise yourself with a typical process that designers use when developing products and services. It will give you an idea of what to expect from working with a designer. If you are a designer, you may be familiar with all of this already, but you may find this document useful when explaining common service design methods to others that are new to them. | design methods, service development | https://connect. innovateuk. org/web/3338201/service-designmethods. |
| Service Design | Meijer A. | E-governance innovation: Barriers and strategies. | Government Information Quarterly | 2015 | Various models have been developed to explain the adoption of e-government but systematic research on barriers to e-governance is lacking. On the basis of the literature, this paper develops a theoretical model of e-governance innovation that highlights (1) phases in the innovation process, (2) government and citizen barriers and (3) structural and cultural barriers. Fixing problems and framing stories are presented as the two principal strategies for tackling the various barriers throughout the innovation process. This model is explored in a case study of a technological system for collaboration between police and citizens in The Netherlands. The case shows the value of the model and highlights that e-governance innovation is about designing comprehensive strategies of fixing and framing to tackle the variety of barriers. More specifically, the research highlights that government officials and citizens are not motivated by the promise of technology but by frames that connect technological opportunities to the production of public value. | e-governance, innovation, barriers, trategies, police | https://doi.org/10.1016/j.giq.2015.01.001 |
| Service Design | Nielsby, U., & Gustafsson, M. H. | Living Lab [Sanseskærme] - Afprøvning af sanseskærme på plejehjem og dagcenter i Aalborg og omegn | Aalborg: Danske professionshøjskoler | 2015 | The report was written on the basis of data collected in connection with the testing of sensory screens on 3 nursing homes / housing units, during the period May-November 2014. The main points of the report are the importance of the screen for stimulation of the demented citizen and for the work routines, as well as general experiences with implementation of technology in the organization. | technology implementation, healthcare, nursing homes, pilot | https://www.forskningsdatabasen.dk/da/catalog/2305629621 |
| Service Design | Reason, B., Løvlie, L., & Brand Flu, M. | Service Design for Business: A Practical Guide to Optimizing the Customer Experience | Hoboken : John Wiley & Sons | 2015 | A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. * Approach customer experience from a design perspective * See your organization through the lens of the customer * Make customer experience an organization-wide responsibility * Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization. | service design, business, experience, customer approach | https://www.amazon.es/Service-Design-Business-Optimizing-Experience/dp/1118988922 |
| Service Design | Sundbo J. | Service and experience | In 'Handbook of Services Business: Management, Marketing, Innovation and Internationalisation'; Cheltenham and Northampton, MA: Edward Elgar | 2015 | This chapter explores the experience aspect of services, both as a concept within service management and marketing theory. | services, experience | https://www.elgaronline.com/view/edcoll/9781781000403/9781781000403.00019.xml |
| Service Design | Alford J. | Co-production, interdependence and publicness: extending public service dominant logic | Public Management Review | 2016 | This article argues that while the idea of public service-dominant logic (PSDL) has much to offer, there remains room to extend it. First, the article fine-tunes the argument that co-production is unavoidable in services management, by categorizing the different things co-producers provide and analysing their interdependencies. Second, it seeks to account for collectively consumed public value, which is neglected in PSDL. Third, it recognizes that far from ‘delighting’ customers, many public services entail applying the coercive authority of the state to those with whom they deal. The article proposes a reconceptualization of the notion of ‘client focus’. | co-production, services management, publicness, social exchange, public service-dominant logic, co-creation | https://econpapers.repec.org/article/tafpubmgr/v_3a18_3ay_3a2016_3ai_3a5_3ap_3a673-691.htm |
| Service Design | Alford, J. | Co-Production, Interdependence and Publicness: Extending public service-dominant logic | Public Management Review | 2016 | This article argues that while the idea of public service-dominant logic (PSDL) has much to offer, there remains room to extend it. First, the article fine-tunes the argument that co-production is unavoidable in services management, by categorizing the different things co-producers provide and analysing their interdependencies. Second, it seeks to account for collectively consumed public value, which is neglected in PSDL. Third, it recognizes that far from ‘delighting’ customers, many public services entail applying the coercive authority of the state to those with whom they deal. The article proposes a reconceptualization of the notion of ‘client focus’. | co-production, services management, publicness, social exchange, public service-dominant logic, co-creation | https://doi.org/10.1080/14719037.2015.1111659 |
| Service Design | Frow P, McColl-Kennedy JR, Payne A. | Co-creation practices: Their role in shaping a health care ecosystem. | Industrial Marketing Management 56 | 2016 | Co-creation is described as a resource integration process involving actors that are linked within a service ecosystem. This process occurs when value propositions attract actors to share their resources during collaborative activities and interactions, termed co-creation practices. The purpose of this paper is three-fold: (1) to develop a typology of co-creation practices that shape a dynamic health care service ecosystem, identifying those practices that have positive effects, those that have negative effects, and those that can have either positive or negative effects on the service ecosystem; (2) to provide indicative measures of co-creation practices; and (3) to offer a compelling research agenda. Actors assess their resources and seek to address resource gaps, engaging in co-creation practices that offer access to valued resources. As such, we argue that co-creation practices play a central role in shaping the service ecosystem, influencing which resources are available, when they are employed, and how they are integrated. We develop a typology consisting of eight co-creation practices, illustrating these in the context of a health care ecosystem. We provide a set of indicative measures, identifying how co-creation practices can impact the well-being of the ecosystem, and develop a research agenda calling for further studies in this important area. | Co-creation practices, Resource integration, Value co-creation, Ecosystem, Health care | https://www.sciencedirect.com/science/article/pii/S001985011630030X |
| Service Design | Jeong, I., Seo, J., Lim, J., Jang, J. and Kim, J. | Improvement of the Business Model of the disaster management system based on the service design methodology | International Journal of Safety and Security Engineering | 2016 | The type and scale of disasters are changing with the changing social structures in modern society. Natural, social and human disasters occurred individually in the past, but the complexity and scale of these disasters have increased recently. As a result, National Disaster Management Institute (NDMI) has been operating the Smart Big Board (SBB) system to ensure effective real-time disaster management since June 2013. Based on Web GIS, this system can rapidly manage various types of information pertaining to disasters. However, it has not been able to satisfy all users because it was not developed keeping in mind the needs of service users. This study attempts to improve the SBB service using the service design methodology that is currently being widely used to improve public services. The service design process is conducted in accordance with the double diamond model, which utilizes a customer journey map to locate the contact point between user and service. This improved system is especially able to perform user customized disaster management in response to various and complex disaster types. If the improved system is applied to the national emergency management system through the business model design process, it will be able to effectively manage any future disasters. | disaster management system, service design, smart big board | https://pdfs.semanticscholar.org/1f10/27245e51e723bc4c46ca2fe86129034150c3.pdf |
| Service Design | Schuurman, D., & Tõnurist, P. | Innovation in the public sector: Exploring the characteristics and potential of living labs and innovation labs | Paper presented at the OpenLivingLab Days 2016 | 2016 | Living labs and innovation labs share many common traits and characteristics. Both concepts are linked to the public sector, and both concepts can be regarded as coping mechanisms to deal with contemporary changes in the innovation landscape and within society as a whole. Both build on past initiatives and practices, but are also struggling to find their own clear identity and “raison d’être”. Because both concepts are largely practice-driven, their theoretical underpinnings and foundations are mostly established after the fact: making sense of current practice rather than carefully researching and planning the further development. However, despite their similarities and common ground, most researchers treat living labs and innovation labs as separate literature streams. Here, starting from a review of the current issues and challenges with innovation in the public sector, we look for links between both concepts by analyzing the current definitions, the predecessors, and the “state of the art” in terms of empirical research. Based on these findings, we summarize a set of similarities and differences between both concepts and propose a model towards more collaboration, mutual exchange, and integration of practices between innovation labs, which can be regarded as initiators of innovation, and living labs, which can be regarded as executors of innovation. Thus, we add to the conceptual development of both concepts and propose a roadmap for the further integration of both the theory and practice of living labs and innovation labs. | collaborative innovation, innovation labs, living labs, Open innovation, public sector, user innovation | https://timreview.ca/article/1045 |
| Service Design | Torfing J, Sorensen E, Roiseland A. | Transforming the public sector into an arena for co-creation: Barriers, drivers, benefits and ways forward | Administration and Society | 2016 | This article explores whether co-creation offers a viable path for the public sector. After an initial account of the transformation of the public sector from a legal authority and a service provider to an arena of co-creation, it defines co-creation and provides some empirical examples. This is followed by a discussion of the risks and benefits of co-creation as well as the drivers and barriers that may stimulate or hamper its expansion. The article also reflects on how institutional design, public leadership, and systemic change can advance co-creation. The conclusion summarizes the findings by setting out some researchable propositions. | Co-creation, new public management, new public governance, public leadership, institutional design, systemic change | https://journals.sagepub.com/doi/10.1177/0095399716680057 |
| Service Design | Besson R. | Rôle et limites des tiers-lieux dans la fabrique des villes contemporaines. Territoire en mouvement | Revue de géographie et aménagement | 2017 | The notion of third place is mostly developed in an empirical way. It covers multiple realities such as projects of coworking spaces, living labs and fab labs. Some third places are specially interested in the city and in the new conditions of urban fabrication. Relying on open innovation methods and on the digital potential, these Thirds Places defend the idea of an urbanism which is not only the experts domain, but would also be coproduced with inhabitants. They defend a right to infrastructure in the cities (whether material or immaterial). To question the role and scope of Third Places in the fabrication of contemporary cities, we will focus on the analysis of French and Spanish Third Places specialized on urbanism. This analysis enhances a better understanding of the role of Third Places in urban production, and will highlight the difficulties of the construction of an urban policy of third places. | urbanism, Marseille, third place, cognitive urban systems, living lab, fab lab, Barcelone, Madrid | https://journals.openedition.org/tem/4184 |
| Service Design | Dietrich T, Trischler J, Schuster S, Rundle-Thiele S. | Co-designing services with vulnerable consumers | Journal of Service Theory and Practice 27 | 2017 | Purpose: The purpose of this paper is to investigate how vulnerable consumers can be involved in transformative service design and how this approach may enhance the design of such services. The study also analyzes how co-design with vulnerable consumers differs from existing user involvement processes with the purpose of developing a co-design framework. | Co-design, User Involvement, Co-design framework, Transformative service research, Vulnerable consumers | https://www.emerald.com/insight/content/doi/10.1108/JSTP-02-2016-0036/full/html |
| Service Design | Klein J-L. & Pecqueur B. | Living Labs, innovation sociale et territoire | Canadian Journal of Regional Science / Revue canadienne des sciences régionales | 2017 | This issue of the Canadian Journal of Regional Science addresses the Living Lab strategy, seen as an emerging form of organizational innovation that question traditional practices and modalities of action in territorial development. LLs can be defined as open innovation laboratories characterized by the primacy of the user in the definition of actions. According to their promoters, LLs allow users to imagine, develop and create innovative services or tools that respond to their needs or aspirations. Through co-construction, collective learning, the constitution of multiple-actor networks and various forms of partnership action, LLs explore ways to find trans-sectoral solutions. A bottom-up approach that takes as its starting point the demands of the users and the aspirations of the citizens is more favourable for innovation than one that is driven primarily by predetermined solutions. This principle inspires modes of organization of actors and collaborative processes that favour creativity. | social innovation, living labs | https://www.researchgate.net/publication/319086311_Living_Labs_innovation_sociale_et_territoire |
| Service Design | Mergel, I. | Digital service teams: Challenges and recommendations for government. | Using technology series. Washington, DC: IBM - The Center for the Business of Governmnt. | 2017 | The British government successfully pioneered the use of a national, semi-independent “surge team” to tackle large-scale technology-driven challenges facing it. The U.S. federal government adapted this approach to improve the success of its own operations in 2014, titling its top-level team as the “U.S. Digital Service.” It then created a small internal software development and service organization, dubbed “18F,” to support both USDS and individual agencies. And individual agencies are creating their own internal digital service teams, as well. Dr. Mergel interviews leaders and users of digital service teams in the US and internationally to learn how they operate, and the challenges they faced in creating a private sector-like “start up” culture within government to foster innovation and top-level tech talent. Her report identifies six challenges, and offers recommendations on actions that both digital service leaders and policy makers can take to ensure the sustainability and scaling of this novel approach in government. | U.S. federal government, digiral services, innovation, challenges, policy, recommendations | http://www.businessofgovernment.org/report/digital-service-teams-challenges-and-recommendations-government |
| Service Design | Misvær, K., Olsen, E. S., & Hartmann, M. | Ti ting tre tjenestedesignere tenker om endringer i byråkratiet | Stat & styring | 2017 | Over the last ten years, we have been working on developing better and more user-friendly public services for 14 different state-owned enterprises. It has been very inspiring and educational trips. BUT it has also been demanding. | public services, public enterprises, user centered services | https://www.idunn.no/stat/2017/02/ti_ting_tre_tjenestedesignere_tenker_om_endringer_i_byraakra?languageId=2 |
| Service Design | Scaillerez A. & Tremblay D-G. | Coworking, fab labs et living labs. État des connaissances sur les tiers lieux. Territoire en mouvement | Revue de géographie et aménagement | 2017 | Within the OECD countries, many devices for the development of digital technologies have been put in place. Taking advantage of this technological development, work organisation and places of work have diversified in response to both the economic context (to be efficient, effective and efficient) and to the expectations of employees who want a better balance between their work and their private life. Remote work has increased and takes various forms, such as working from home or being able to work outside the home or the usual place of work. This last possibility can be realized by setting up third places to facilitate collaboration and knowledge sharing: coworking spaces, fab lab, living lab. Third-places are already emerging in most developed countries and their number increases each year. Research on these new forms of organization is booming, although it is still in its infancy. The aim of our research is to propose a synthesis of knowledge on third places. The results now allow us to better understand the differences between these various types of places and organizations. This state of the art has also helped to advance our reflection on their definition and categorization. If there is a set of scattered writings on third places, our work has enabled us to detect shortcomings. However, the writings testify to the enthusiasm concerning these new places of exchange and present interesting results as to the impact of their implementation on the territories concerned and on employment. | territory, coworking, third place for work, living lab, fab lab | https://journals.openedition.org/tem/4200 |
| Service Design | Teixeira, J. G., Patricio, L., Huang, K.-H., Fisk, R. P., Nobrega, L., & Constantine, L. | The MINDS Method: Integrating Management and Interaction Design Perspectives for Service Design | Journal of Service Research | 2017 | As technology innovation rapidly changes service experiences, service designers need to leverage technology and orchestrate complex service systems to create innovative services while enabling seamless customer experiences. Service design builds upon contributions from multiple fields, including management, information technology, and interaction design. Still, more integration to leverage the role of technology for service innovation is needed. This article integrates these two service design perspectives, management and interaction design, into an interdisciplinary method—the Management and INteraction Design for Service (MINDS). Using a design science research approach, MINDS synthesizes management perspective models, which focus on creating new value propositions and orchestrating multiple service interfaces, with interaction design perspective models, which focus on technology usage and its surrounding context. This article presents applications of the MINDS method in two different service industries (media and health care) to demonstrate how MINDS enables creating innovative technology-enabled services and advances interdisciplinary service research. | technology-enabled services, service design, interaction design, customer experience, design science research | https://journals.sagepub.com/doi/abs/10.1177/1094670516680033?journalCode=jsra |
| Service Design | Djellal F. and Gallouj F. | Fifteen advances in service Innovation Studies | In 'Integrated Crossroads of Service, Innovation and Experience Research-Emerging and Established Trends'; Edward Elgar Publisher (forthcoming). | 2018 | Carrying out our own survey of these surveys, our objective in this chapter is to compile a list of what we consider the 15 major advances made in the service innovation studies field since its advent almost a quarter-century ago. It should be noted that Ben Martin (2015) has carried out a similar review of the top 20 advances in Innovation Studies in general since it first emerged almost 50 years ago. Paradoxically, while one of the most dramatic structural changes over the past half-century has been the rise of the tertiary sector to the detriment of the industrial and agricultural sectors, not one of the 20 major advances explicitly mentions services. Martin’s review reflects the classic tendency of either underestimating innovation in services, or failing to consider it as distinct from industrial innovation (in accordance with the so-called assimilation perspective). It does not take into account advances made in this field since the 1990s. | services, innovation, studies, survey | https://hal.archives-ouvertes.fr/hal-01672567/document |
| Service Design | Gallouj F., Rubalcaba L., Toivonen M. and Windrum P. | Understanding social innovation in services industries | Industry and Innovation | 2018 | This paper puts forward a framework for understanding the relationship between service industries and social innovation. These are two, previously disconnected research areas. The paper explores ways in which innovation in services is increasingly becoming one of social innovation (in terms of social goals, social means, social roles and multi-agent provision) and how social innovation can be understood from a service innovation perspective. A taxonomy is proposed based on the mix between innovation nature and the locus of co-production. The paper additionally puts forward a theoretical framework for understanding social innovation in services, where the co-creation of innovation is the result of an interaction of competences and preferences of multiple providers, users/citizens, and policy-makers. This provides the basis for a discussion of key avenues for future research in theory, measurement, organisation, appropriation, performance measurement and public policy. This provides a context for the papers presented in this special issue. | services, innovation, social innovation, multi-agent framework | https://www.tandfonline.com/doi/abs/10.1080/13662716.2017.1419124 |
| Service Design | Linders D., Liao C.Z.P. and Wang C.M. | Proactive e-governance: Flipping the service delivery model from pull to push in Taiwan. | Government Information Quarterly | 2018 | Governments are well on their way to realizing many of the efficiency gains and administrative improvements promised by traditional e-government. Leveraging this mature infrastructure, Taiwan and other leading implementers have begun to explore ways to harness IT innovations beyond efficiency to also alter how government delivers services and solves public problems. Accordingly, Taiwan's fourth e-government strategy includes a notable commitment to “proactive” service and information delivery. The aim is to flip the service delivery model by shifting from the “pull” approach of traditional e-government—whereby the citizen must seek out government services—towards a “push” model, whereby government proactively and seamlessly delivers just-in-time services to citizens shaped around their individual needs, preferences, circumstance, and location. The article explores Taiwan's implementation of this new approach through three case studies. From this, the authors extract common trends and characteristics to articulate a consolidated framework for Proactive e-Governance based on citizen-centricity, data-driven personalization, and the empowerment of frontline civil servants. The article concludes with a discussion on the importance of shared global learning as leading e-governments simultaneously seek to uncover new models for governance in the 21st century. | proactive e-governance, service delivery, e-government, smart government, Taiwan | https://doi.org/10.1016/j.giq.2015.08.004 |
| Service Design | Wetter-Edman, K., Vink, J., & Blomkvist, J. | Staging aesthetic disruption through design methods for service innovation | Design studies | 2018 | Within the discourse connecting design and innovation, there has been a growing emphasis on the importance of cognitive processes in relation to design methods. However, the over-emphasis on cognition fails to clearly identify the triggers of change necessary for service innovation. In response, this article draws on classic American pragmatism and service-dominant logic to highlight the underappreciated role of actors' bodily experiences when using design methods for service innovation. The authors of this paper posit that design methods stage aesthetic disruption, a sensory experience that challenges actors' existing assumptions. In doing so, the use of design methods can lead to destabilizing the habitual action of participating actors, helping them to break free of existing institutions and contribute to service innovation. | aesthetics, design methods, innovation, service design, design cognition | https://www.sciencedirect.com/science/article/pii/S0142694X17300911 |
| Service Design | Romme, S., & Meijer, A. | Applying design science in public policy and administration research. | Policy & Politics. | 2019 | There is increasing debate about the role that public policy research can play in identifying solutions to complex policy challenges. Most studies focus on describing and explaining how governance systems operate. However, some scholars argue that because current institutions are often not up to the task, researchers need to rethink this ‘bystander’ approach and engage in experimentation and interventions that can help to change and improve governance systems. This paper contributes to this discourse by developing a design science framework that integrates retrospective research (scientific validation) and prospective research (creative design). It illustrates the merits and challenges of doing this through two case studies in the Netherlands and concludes that a design science framework provides a way of integrating traditional validation-oriented research with intervention-oriented design approaches. We argue that working at the interface between them will create new opportunities for these complementary modes of public policy research to achieve impact. | design science, public policy, public administration, collaborative governance, public involvement, what works, engaged scholarship, evidence-based policy | https://www.researchgate.net/profile/Georges_Romme2/publication/333449219_Applying_design_science_in_public_policy_and_administration_research/links/5cee6d3745851505441cc13b/Applying-design-science-in-public-policy-and-administration-research.pdf |
| Living Labs | Levine, C. and Fisher, G. | Citizenship and service delivery: The promise of coproduction | Public Administration Review | 1984 | At the heart of the citizenship issue is the stake citizens have in their community, its government, and its policies. In a similar vein, intergovernmentalizing service delivery adds little to providing a structure to support citizenship. "Sweat equity" in producing a service or maintaining a physical space promises to build commitment and a more cohesive view of the neighbourhood and citizens' role in it. Perhaps the most significant thing about Nathan Glazer's observation is that he sees voluntarism, self-help, and coproduction as more than a financial panacea for fiscally strapped governments. Coproduction has obvious implications for the equitable distribution of government burdens and benefits. The equity problem also can be compounded by social and economic stratification. Successful coproduction must involve experimentation and innovation in the methods used for making decisions and delivering services. The prospects for enhanced citizenship through citizen participation in coproduction arrangements are generally favourable. | citizenship, crime prevention, police, government bureaucracy, neighborhoods, economic models, income taxes, self interest, government officials | https://www.jstor.org/stable/pdf/975559.pdf?seq=1#page_scan_tab_contents |
| Living Labs | Kraemer, K. L., & King, J. L. | Computing and public organizations. | Public Administration Review | 1986 | The widespread and expanding use of computing by government and business is a phenomenon of the last three decades. This rapid increase in use of computing raises questions about the kind of social world emerging from the expanding permeation of organizational life by computing. Research on computing in organizations provides an interesting window on the effects of computing on organizations and society. Findings are reviewed with respect to organizational structure, employment, work life, decision making, organizational politics, and the management of computing. These findings strain conventional theories about the evolution of computing and suggest new theoretical approaches to the study of computing in organizations. | local government, computer technology, work life, automatic control, decision making, work environments, information storage and retrieval systems, management policies, data processing | https://www.jstor.org/stable/975570?seq=1#page_scan_tab_contents |
| Living Labs | Gallouj F. and Weinstein O. | Innovation in Services | Research Policy | 1997 | The purpose of this article is to lay the foundations of a theory that can be used to interpret innovation processes in the service sector. The hypothesis underpinning this article is based on Lancaster's definition of the product (in both manufacturing and services) as a set of service characteristics [Lancaster, K.J., 1966. A New Approach to Consumer Theory. J. Political Economy 14, 133–156.]. The article follows the example of those who have sought to apply Lancaster's work to technological phenomena. Various modes of innovation in the service sectors are highlighted and illustrated. | innovation, service sector, Lancasterian representation | https://www.sciencedirect.com/science/article/abs/pii/S0048733397000309 |
| Living Labs | King, C.S. and Strivers, C. | Citizens and administrators: roles and relationships | In 'Government is us: Public Administration in an anti-government era', Sage: California | 1998 | Examines the current anti government climate in USA, and its effect on the working lives of administrators and their relationships with citizens. | governance, public administration, citizens, participation | https://books.google.com.mx/books/about/Government_Is_Us.html?id=QeVBVVdZCmcC&redir_esc=y |
| Living Labs | Thornton P. H. and Ocasio W. | Institutional logics and the historical contingency of power in organizations: Executive succession in the higher education publishing industry, 1958–1990 | American Journal of Sociology | 1999 | This article examines the historical contingency of executive power and succession in the higher education publishing industry. We combine interview data with historical analysis to identify how institutional logics changed from an editorial to a market focus. Event history models are used to test for differences in the effects of these two institutional logics on the positional, relational, and economic determinants of executive succession. The quantitative findings indicate that a shift in logics led to different determinants of executive succession. Under an editorial logic, executive attention is directed to author‐editor relationships and internal growth, and executive succession is determined by organization size and structure. Under a market logic, executive attention is directed to issues of resource competition and acquisition growth, and executive succession is determined by the product market and the market for corporate control. | institutional logics, executive succesion, organization | https://www.journals.uchicago.edu/doi/abs/10.1086/210361 |
| Living Labs | Creswell J. W. and Miller D. L. | Determining validity in qualitative inquiry. | Theory Into Practice | 2000 | In this discussion we define validity as how accurately the account represents participants’ realities of the social phenomena and is credible to them (Schwandt, 1997). Procedures for validity include those strategies used by researchers to establish the credibility of their study. Throughout this discussion, we make the assumption that validity refers not to the data but to the inferences drawn from them (Hammersley & Atkinson, 1983). | validity, research methodology | https://doi.org/10.1207/s15430421tip3903_2 |
| Living Labs | Gibbons M. | Mode 2 society and the emergence of context-sensitive science | Science and public policy | 2000 | The notion of context-sensitive science is put forward as a way to approach what might be meant by interactive social science. Universities are now operating in a social environment which values research but which also has the ability and in some cases the resources to play a greater role in influencing what research is carried out and how. The environment is ‘speaking back’ to science and society is looking for leadership in the production of context-sensitive science. | context-sensitive science | https://academic.oup.com/spp/article-abstract/27/3/159/1650494 |
| Living Labs | Borins S. | Encouraging innovation in the public sector | Journal of Intellectual Capital | 2001 | The public sector has traditionally been considered inhospitable to innovation, particularly innovations initiated by middle managers and front‐line staff. Unlike the private sector, the public sector is characterized by asymmetric incentives that punish unsuccessful innovations much more severely than they reward successful ones, by the absence of venture capital to seed creative problem solving, and by adverse selection by innovative individuals against public service careers. A growing body of evidence based on applications to innovation awards reveals that, despite this inhospitable environment, frontline public servants and middle managers are responsible for many innovations. In addition, some public sector organizations have consistently produced a large number of innovations. Draws on this evidence to suggest ways of enhancing public sector organizations’ capacity for innovation. | innovation, venture capital, staff, diversification, evaluation | https://www.emerald.com/insight/content/doi/10.1108/14691930110400128/full/html |
| Living Labs | Borins, S. | Encouraging innovation in the public sector | Journal of Intellectual Capital 2 | 2001 | The public sector has traditionally been considered inhospitable to innovation, particularly innovations initiated by middle managers and front-line staff. Unlike the private sector, the public sector is characterized by asymmetric incentives that punish unsuccessful innovations much more severely than they reward successful ones, by the absence of venture capital to seed creative problem solving, and by adverse selection by innovative individuals against public service careers. A growing body of evidence based on applications to innovation awards reveals that, despite this inhospitable environment, frontline public servants and middle managers are responsible for many innovations. In addition, some public sector organizations have consistently produced a large number of innovations. Draws on this evidence to suggest ways of enhancing public sector organizations’ capacity for innovation. | Innovation, Venture capital, Staff, Diversification, Evaluation | https://www.researchgate.net/publication/235255319_Encouraging_Innovation_in_the_Public_Sector |
| Living Labs | Gallouj F. | Innovation in the service economy: the new wealth of nations | Edward Elgar Publishing. | 2002 | In this book Faïz Gallouj propounds a theoretical framework which describes and evaluates the main approaches to analysing and understanding innovation in services. He provides interesting and extensive empirical material on the nature and sources of innovation in various services sectors and countries, and makes an original contribution both to theories of innovation in services and theories of innovation in general. Taking both an evolutionary and conventionalist stance, he demonstrates that services, and more importantly innovations in services, can be regarded as the new wealth of nations. | innovation, services, framework, theory, empirical evidence | https://www.e-elgar.com/shop/innovation-in-the-service-economy |
| Living Labs | Følstad, A. | Brukerinvolvering I offentlige IT-prosjekter: Metoder for brukersentrert utvikling (User involvement in public IT projects: User-centered development methods) | Asbjørn Følstad, SINTEF IKT. Oslo, 13. mai, 2004 | 2004 | Efficiency and quality information technologies should be used to streamline the public sector and provide new and better services to users. The user in the center. Public services should be easy to use and adapted to the needs of the individual. Participation and identity IT can give citizens better access to public information and access to political processes. Good organization of IT can provide new opportunities for participation in social and working life. | value creation, public sector, public services, information technologies, user centered, participation | https://www.sintef.no/globalassets/project/effin/dokumenter/seminar-1-2004/asbjorn-folstad_mai2004.pdf |
| Living Labs | Prahalad C.K. and Ramaswamy V. | Co-creation experiences: the next practice in value creation | Journal of Interactive Marketing | 2004 | Consumers today have more choices of products and services than ever before, but they seem dissatisfied. Firms invest in greater product variety but are less able to differentiate themselves. Growth and value creation have become the dominant themes for managers. In this paper, we explain this paradox. The meaning of value and the process of value creation are rapidly shifting from a product- and firm-centric view to personalized consumer experiences. Informed, networked, empowered, and active consumers are increasingly co-creating value with the firm. The interaction between the firm and the consumer is becoming the locus of value creation and value extraction. As value shifts to experiences, the market is becoming a forum for conversation and interactions between consumers, consumer communities, and firms. It is this dialogue, access, transparency, and understanding of risk-benefits that is central to the next practice in value creation. | value, value creation, consumer-centred, business | http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.474.1975&rep=rep1&type=pdf |
| Living Labs | Vargo S.L and Lusch R.F. | Evolving to a New Dominant Logic for Marketing | Journal of Marketing | 2004 | This chapter aims to advance a model that is better suited to dialectical value creation and a customer-centric orientation of the firm. The dominant logic of marketing is shifting from a firm-centric view of value creation to one that examines how customers engage themselves in the value-creation process. Resource-based theory of the consumer could contribute to segmentation for experiential marketing. Experiential marketing sometimes promotes the value of customization without recognition of variations in the scope and nature of consumer's operant resources brought to bear on experiences. Marketing as a managerial practice has made almost all operant resources potentially available as consumables, organizing a virtually inexhaustible intersection of operant and operand resources and preexisting cultural schemas. The chapter complements the Vargo and Lusch's thinking by focusing on consumer's operant and operand resources. Consumer research demonstrates consumer's experiences with brands/organizations are deeply context dependent and vary with sociocultural settings. | value creation, customer orientation, customization, experience | https://www.taylorfrancis.com/books/e/9781315699035/chapters/10.4324/9781315699035-9 |
| Living Labs | De Vries E. | Innovation in services in networks of organizations and in the distribution of services | Research Policy | 2006 | Three approaches of studying innovation in services are recognized: the assimilation, demarcation and synthesis approach. The synthesis approach attempts to arrive at a theory relevant for service and manufacturing. Gallouj and Weinstein [Gallouj, F., Weinstein, O., 1997. Innovation in services. Research Policy 26, 537–556] were one of the first to take this approach. This article contributes to the synthesis approach by revising their theory to enable reasoning about recent innovation trends in networks of organizations and in the distribution of services. The theory revision is based on several case studies. Implications for the study of innovation are discussed in terms of results from recent demarcation studies. | innovation, services, network organization, distribution of services, case study | https://www.sciencedirect.com/science/article/abs/pii/S0048733306001132 |
| Living Labs | Dunleavy P., Margetts H., Bastow S. and Tinkler J. | New public management is dead—Long live digital-era governance. | Journal of Public Administration Research and Theory | 2006 | The “new public management” (NPM) wave in public sector organizational change was founded on themes of disaggregation, competition, and incentivization. Although its effects are still working through in countries new to NPM, this wave has now largely stalled or been reversed in some key “leading-edge” countries. This ebbing chiefly reflects the cumulation of adverse indirect effects on citizens' capacities for solving social problems because NPM has radically increased institutional and policy complexity. The character of the post-NPM regime is currently being formed. We set out the case that a range of connected and information technology–centered changes will be critical for the current and next wave of change, and we focus on themes of reintegration, needs-based holism, and digitization changes. The overall movement incorporating these new shifts is toward “digital-era governance” (DEG), which involves reintegrating functions into the governmental sphere, adopting holistic and needs-oriented structures, and progressing digitalization of administrative processes. DEG offers a perhaps unique opportunity to create self-sustaining change, in a broad range of closely connected technological, organizational, cultural, and social effects. But there are alternative scenarios as to how far DEG will be recognized as a coherent phenomenon and implemented successfully. | New Public Management, effects, institutional complexity, "digital-era governance" | https://doi.org/10.1093/jopart/mui057 |
| Living Labs | Howells, J. | Intermediation and the role of intermediaries in innovation | Research Policy | 2006 | This paper investigates the issue of intermediation and the role of intermediaries in the innovation process. The aim of this paper is three-fold. Firstly, to review and synthesis the literature in this field; from this to develop a typology and framework of the different roles and functions of the intermediation process within innovation; lastly to try and operationalise the typology within the context of UK using case study material. | Innovation; Intermediation; Technology transfer; Intermediaries | http://www.pishvaee.com/wp-content/uploads/downloads/2013/09/Howells-paper.pdf |
| Living Labs | Bovaird T. | Beyond engagement and participation: User and community coproduction of public services | Public Administration Review | 2007 | In recent years, there has been a radical reinterpretation of the role of policy making and service delivery in the public domain. Policy making is no longer seen as a purely top‐down process but rather as a negotiation among many interacting policy systems. Similarly, services are no longer simply delivered by professional and managerial staff in public agencies but are coproduced by users and their communities. This article presents a conceptual framework for understanding the emerging role of user and community coproduction and presents several case studies that illustrate how different forms of coproduction have played out in practice. Traditional conceptions of service planning and management are now outdated and need to be revised to account for coproduction as an integrating mechanism and an incentive for resource mobilization—a potential that is still greatly underestimated. However, coproduction in the context of multipurpose, multistakeholder networks raises important public governance issues that have implications for public services reform. | user co-production, community co-production, public services | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1540-6210.2007.00773.x |
| Living Labs | Clark, J. | Unsettled connections: citizens, consumers and the reform of public services | Journal of Consumer Culture | 2007 | This article explores some of the conditions and consequences of the centrality of the figure of the consumer in recent public service reform in the UK. New Labour's view of the modern world as being defined in part by the rise of a consumer culture or consumer society locates the figure of the consumer at the heart of its programme of public service reform in the decade from 1997. Drawing on a recent study of public services, the article considers the impact of this consumerist model of reform on the relationships between public service organizations and their publics, drawing out three particular sites of strain that mark the shifting relationships between the public and services. These are the tensions between rights, resources and rationing; the links and disjunctures between choice and voice; and the tangled formations of knowledge and power. | choice/voice, knowledge/power, power, rationing, resources, rights | https://journals.sagepub.com/doi/10.1177/1469540507077671 |
| Living Labs | Toivonen M., Tuominen T. and Brax S. | Innovation process interlinked with the process of service delivery: a management challenge in KIBS | Economies et Sociétés, série EGS n°8/3/2007 | 2007 | This paper studies the nature of innovation processes in service firms, particularly in knowledge-intensive business services (KIBS). Our approach is both theoretical and empirical. We examine the different models developed for the analysis of service innovation and aim to clarify the concept of service innovation. The models which we consider are the stage-gate model, the model of the Nordic school of service marketing, and the service innovation model of the Lille school. We conclude that each of these models makes some important contribution to the understanding of the innovation processes in services. We also apply these models in an empirical case study where eleven individual innovation processes in four KIBS companies have been analysed in detail. We could identify three types of innovation processes in these cases: the model of a separate planning stage, the model of rapid application (simultaneous planning and production) and the model of a posteriori recognition of innovation. The model of rapid application was the most typical, i.e. the innovation process proceeded hand in hand with the actual service delivery. | innovation, services, KIBS, stage-gate model, Nordic school model, service innovation model | https://s3.amazonaws.com/academia.edu.documents/42861265/Innovation_process_interlinked_with_the_20160219-16344-150rvdl.pdf?response-content-disposition=inline%3B%20filename%3DInnovation_process_interlinked_with_the.pdf&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAIWOWYYGZ2Y53UL3A%2F20190930%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20190930T043322Z&X-Amz-Expires=3600&X-Amz-SignedHeaders=host&X-Amz-Signature=aa29b8956be399bcfe24e7318d7cdc8a43ec9550f41ad11fca79b21e04c0f8f1 |
| Living Labs | Ståhlbröst, A. | Forming future IT - The living lab way of user involvement | Doctoral thesis, Luleå: Luleå University of Technology. | 2008 | This thesis addresses the process of user involvement in the development of information technology (IT) systems. The motive for this research is that there is still a need of more knowledge about how users can be involved in IT-development when the aim is to develop solutions that represent user needs. This is especially true when the IT-system is developed to attract users as private persons. One attempt to facilitate inclusion of private persons in IT development processes is a phenomenon called Living Lab. Living Labs is a human-centric research and development approach in which IT-systems are co-created, tested, and evaluated in the users' own private context. The Living Lab phenomena can be viewed in two ways, as an environment, and, as an approach and in this thesis, the perspective taken is Living Lab as an approach. Since the Living Lab phenomena is a rather new area there is a noticeable lack of theories and methods supporting its actions. Hence, the purpose of my research is to contribute to a successful use of Living Labs as a means for user involvement by answering the question: How can a Living Lab approach for user involvement that focus on user needs, be designed? To gain insights into the topic I have been involved in three development projects in which the aim was to develop IT solutions based on users' needs. The research method applied in this research is action research based on an interpretive stance; I have used different methods for data- collection, such as focus-group interviews, surveys, and work-shops. In short, the main lessons learned from this research relates to three overarching themes; User involvement, Grappling with user needs, and Living Labs. The first theme concern issues such as user characteristics, user roles, when and how users should be involved. The second theme is divided into two clusters, collecting user data, and generating and understanding user needs. Lessons related to collecting users data concern topics such as encouraging users, storytelling, understanding the social context and the users' situation. The lessons regarding generating and understanding user needs relates to users motivation, the importance of understanding different perspectives and different levels of user needs. The third theme relates to the key-principles of Living Lab approaches, and how these principles are handled, supported, and related to each other in user involvement processes that embrace a Living Lab approach. Based on the lessons learned about the three themes, a methodology called FormIT is formed. The aim of FormIT is to assist Living Lab activities in Living Lab environments, and the methodology is built on ten guidelines. These guidelines are Identify, Inform, Interact, Iterate, Involve, Influence, Inspire, Illuminate, Integrate, and Implement, and they support the design of a Living Lab way of user involvement processes and contribute to fulfil the key-principles of Living Labs. To conclude, this thesis contributes to the understanding of how data about user needs can be collected, generated, and understood through a Living Lab way of user involvement processes. This in turn, contributes to the development of future IT-systems based on user needs, which increases the probability for system acceptance among private persons. | Living labs, information technology, development, user involvement | https://www.diva-portal.org/smash/get/diva2:999816/FULLTEXT01.pdf |
| Living Labs | Windrum P. and Garçia- Goñi M. | A neo-Schumpeterian model of health services innovation | Research Policy | 2008 | The paper presents and empirically applies a neo-Schumpeterian model of innovation capable of studying interactions between service providers, patients and policy makers, and how these complex interactions determine the timing, direction, and success of innovations in the public sector. The model is tested using a case study that traces the introduction and development of ambulatory surgery in a Spanish hospital. The multi-agent model applies the ideas of Schumpeter to services, encompassing Schumpeter's five types of innovation, and re-introducing the policy-maker as a key agent in the innovation process. The model has a number of advantages over previous, reduced form models. First, it can analyse the interactions between the economic, social and political spheres that make up the complex selection environment of innovations. Second, it captures the recursive impact of radical innovations on agents’ competences and preferences, and their relative power. This brings politics, power, and rhetorical persuasion to the fore. Third, it provides an improved set of definitions for radical and incremental innovation. These are not only important for understanding the sources and drivers of innovation, but also for the accurate measurement of innovation. | health services, public sector innovation, Lancaster characteristics | https://www.sciencedirect.com/science/article/abs/pii/S004873330800019X |
| Living Labs | Windrum P. and Koch P. (eds) | Innovation in public sector services. Entrepreneurship, Creativity and Management | Cheltenham and Northampton, MA: Edward Elgar. | 2008 | This groundbreaking book provides new key insights and opens up an important research agenda. The book develops a new taxonomy of the different types of innovation found in public sector services, and investigates the key features and drivers of public sector entrepreneurship. The book contains new statistical studies and a set of six international case studies in health and social services. The research shows that public sector organisations are important innovators in their own right. Economic growth and social development depend on efficient public sector organisations that deliver high quality services, are effectively organised, and have excellent interactions with the private sector, NGOs and citizens. Public sector innovation is complex, invariably involving changes in services, organisational structures, and managerial practices. Essential to successful innovation are the policy entrepreneurs and service entrepreneurs who develop, organise and manage new innovations. This book provides key lessons for these public sector entrepreneurs. Innovation in Public Sector Services fills a fundamental gap; explaining the dynamics of innovation and entrepreneurship in public sector services and is of great importance for researchers, academics and students interested in innovation, entrepreneurship and strategy management. It provides a stimulating read for anyone working or interested in health and social services. | innovation, public sector, public services, entrepreneurship, drivers, evidence | https://www.e-elgar.com/shop/innovation-in-public-sector-services?___website=uk_warehouse |
| Living Labs | Eggers B. and Singh S. | The Public Innovators Playbook | Washington, DC: Harvard Kennedy School of Government. | 2009 | Now more than ever, government needs to embrace innovative approaches to daunting problems. The reason is simple: existing practices will not suffice. To have any hope of success, governments must embrace innovation as a core discipline, becoming adept at adopting new practices. Innovation must become part of the public sector DNA. In this book, authors William D. Eggers and Shalabh Singh lay out a blueprint for how to do this. The concrete insights they offer will prove invaluable to those public officials seeking to apply innovative solutions to unprecedented problems. As the authors point out, innovation can and does occur in the public sector. Too often, however, the public sector fails to actively promote innovation—a shortcoming this book can help rectify. | government, public sector, innovation, new practices, solutions | https://www2.deloitte.com/content/dam/Deloitte/global/Documents/Public-Sector/dttl-ps-public-innovators-playbook-08082013.pdf |
| Living Labs | Mergel I., Schweik C.M. and Fountain J.E. | The transformational effect of Web 2.0 technologies on government. | Available at SSRN | 2009 | Web 2.0 technologies are now being deployed in government settings. For example, public agencies have used blogs to communicate information on public hearings, wikis and RSS feeds to coordinate work, and wikis to internally share expertise, and intelligence information. The potential for Web 2.0 tools create a public sector paradox. On the one hand, they have the potential to create real transformative opportunities related to key public sector issues of transparency, accountability, communication and collaboration, and to promote deeper levels of civic engagement. On the other hand, information flow within government, across government agencies and between government and the public is often highly restricted through regulations, specific reporting structures and therefore usually delayed through the filter of the bureaucratic constraints. What the emergent application and popularity of Web 2.0 tools show is that there is an apparent need within government to create, distribute and collect information outside the given hierarchical information flow. Clearly, these most recent Internet technologies are creating dramatic changes in the way people at a peer-to-peer production level communicate and collaborate over the Internet. And these have potentially transformative implications for the way public sector organizations do work and communicate with each other and with citizens. But they also create potential difficulties and challenges that have their roots in the institutional contexts these technologies are or will be deployed within. In other words, it is not the technology that hinders us from transformation and innovation – it is the organizational and institutional hurdles that need to be overcome. This paper provides an overview of the transformative organizational, technological and informational challenges ahead. | web 2.0, government 2.0, public sector reform, organizational transformation | https://papers.ssrn.com/sol3/papers.cfm?abstract_id=1412796 |
| Living Labs | Dutilleul, B., Birrer, F.A.J. & Mensink, W. | Unpacking European Living Labs: Analysing Innovation’s Social Dimensions. | Central European Journal of Public Policy | 2010 | Since their official launch in 2006, over one hundred Living Labs have been established and networked to tackle Europe’s declining economic competitiveness and societal challenges. The innovative potential of Living Labs is based on new social configurations for organising innovation. Applying a framework that focuses on barriers presented by such social configurations, by motivational factors and by cognitive/background asymmetries, our paper analyses the contributions and impediments to innovation, and the dilemmas that may arise when innovating in Living Labs. The first contribution of the paper is to demonstrate the framework’s analytical power to uncover and articulate contributions and challenges inherent to the social dimension of innovation. The second contribution of this explorative study is to pinpoint and examine a number of contributions of and challenges for Living Labs. On the basis of a literature re- view, we untangle and describe the three main facets of the concept: in vivo experimentation on social systems, innovation and product development approaches involving users, or innovation systems. We conclude by gathering crucial questions facing contemporary Living Labs. | Living Labs; innovation; collaboration and communication barriers | https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2533251 |
| Living Labs | Gallouj F. | Services innovation: assimilation, differentiation, inversion and integration | In 'The Handbook of Technology Management'; John Wiley and Sons, Hoboken, New Jersey | 2010 | This chapter aims to provide a review of the literature on innovation in services and to focus on the analytical strategies carried out in order to fill in the innovation gap in the service economy (i.e. the difference between what the traditional innovation indicators are capable of capturing, and the reality of innovation activities undertaken in a given economy). Four analytical perspectives are distinguished in this chapter, which are labeled: assimilation, differentiation, inversion and integration. The assimilation perspective analyses innovation in services just as innovation in manufacturing, focusing on their relationships with technological systems. The differentiation (or demarcation) perspective focuses on services specificities and aims to capture innovation activity where the traditional (technologist or assimilation) gaze perceives nothing. The inversion perspective reflects the “revenge” of the service sector : it emphasizes the active role of KIBS in other sectors innovations. The integrative or synthetic perspective provides more a balanced view of innovation in services. It seeks to provide the same analytical frameworks for both goods and services, and for both technological and non-technological forms of innovation. | innovation, research and development, information and communication technologies, services, Knowledge Intensive Business Services (KIBS), servitization | https://mpra.ub.uni-muenchen.de/62174/ |
| Living Labs | Jung, T. | Citizens, co-producers, customers, clients, captives? A critical review of consumerism and public services | Public Management Review | 2010 | Consumerism and choice have become prominent ideas in the design and delivery of public services. Often perceived as a way to improve the quality and value of public services, potential downsides and areas of concern that relate to a consumerist approach are frequently ignored. This review essay takes a critical stance on the application of a consumerist discourse to public service provision and management by exploring four key areas of concern: definitional problems, questions about the concept's transferability from a private to a public sector setting, the problematic nature of ‘choice’, and difficulties associated with implementing consumerist ideas within public service contexts | citizens, consumers, customers, clients, consumerism, public services | https://www.tandfonline.com/doi/abs/10.1080/14719031003787940 |
| Living Labs | Perez C. | Technological revolutions and techno-economic paradigms. | Cambridge Journal of Economics | 2010 | This paper locates the notion of technological revolutions in the neo-Schumpeterian effort to understand innovation and to identify the regularities, continuities and discontinuities in the process of innovation. It looks at the micro- and meso-foundations of the patterns observed in the evolution of technical change and at the interrelations with the context that shape the rhythm and direction of innovation. On this basis it defines technological revolutions, examines their structure and the role that they play in rejuvenating the whole economy through the application of the accompanying techno-economic paradigm. This over-arching meta-paradigm or shared best practice ‘common sense’ is in turn defined and analysed in its components and its impact, including its influence on institutional and social change. | innovation, research and development, technological change, intellectual property rights | https://doi.org/10.1093/cje/bep051 |
| Living Labs | Wetter-Edman, K. | Comparing design thinking with service dominant logic | Design Research Journal | 2010 | Design tradition takes the user as a starting point and focuses on his or her needs, wants and expectations. Recently, within the service marketing/management area, the user has been highlighted not only as “the king”, but as the only one to determine value. This new logic is termed Service Dominant Logic. Some of the key principles underlying Service Dominant Logic (SDL) and Design Thinking. (DT) are strikingly similar. Even if the two concepts stem from different backgrounds, both are deeply concerned with the creation of value and the importance of understanding the users/customers. This similarity could be a fruitful ground for further intellectual discussion concerning the development of the service concept. This paper presents the characteristics of SDL to the design community and compares SDL with the central characteristics of DT. The aim of this paper is to explore possible connections and overlaps between SDL and DT. The paper suggests the connections to be complementary, and some practical implications of the use of SDL for design thinking and service design practice are proposed. | design thinking, SDL, value, user centered | http://www.ep.liu.se/ecp/059/016/ecp09059016.pdf |
| Living Labs | Concilio, G. De Bonis, L. Trapani, F. | La dimensione territoriale nell'approccio dei Living Labs. Verso i territorial living labs per il sostegno alla città e alle regioni smart. | Università degli Studi di Palermo | 2011 | Community policies to support spatial planning centered on polycentrism have tried to graft dynamics of change in the economic and social stalemate of peripheral regions in the north and south of the central area of the European continent. Polycentrism alludes to the possibility of generating new centralities in weak areas as a contrast to the tendential decline and to strengthen territorial cohesion that joins the social and economic cohesion in the main EU policies. A continuation of these policies started with the ESDP and developed in terms of analysis with ESPON, is given by the community ICT programs that directly involve also the specialized private companies of the sector. The theme therefore is the creation of new centralities in regions where urban phenomena fail or cannot structurally form part of the world's metropolitan systems of accumulation of predominantly financial capitals which, in turn, are overwhelmed by a crisis that seems to take on the characteristics of a systemic and structural decline. ICT is a reflective and policy-making area that can change cities, not just those that are part of the strong and central areas of the European continent, but also in weak areas where the concept of 'development' seems to be outdated in favor of different and more focused wills to provide self-centered answers to social demand. It is on the latter that the technology offer can be established and concentrated and it is on social innovation that technological advancement and the creation of new markets could have a decisive boost at the local and supra-local level. The paper presents a summary of the results of the start-up of the Peripheria project, which concerns the support of some Smart Cities and Living Labs to experiment with innovative ways shared in territorial production networks. | Living labs, cities, smart region, Europe | https://www.semanticscholar.org/paper/La-dimensione-territoriale-nell%E2%80%99approccio-dei-labs.-Concilio-Bonis/59154c6931d138fb1f6f175e7b05a8791bb088cc |
| Living Labs | Ferrari V., Mion L., Molinari F. | Innovating ICT innovation: Trentino as a lab. | In Proceedings of the 5th International Conference on Theory and Practice of Electronic Governance (ICEGOV '11) | 2011 | In this paper, we describe the Living Lab PPPP (Public/Private/People Partnership) pursued by 'Trentino as a Lab' (TasLab), an initiative promoted by the Autonomous Province of Trento, Italy, whereby the creation of new ICT services, products and social infrastructures is enhanced by user-driven, open innovation principles and practices. Since 2007, TasLab has been a partner of the European Network of Living Labs (ENoLL), promoting the cooperation of ICT companies and research centers with the local end users since the early stages of the innovation value chain. More recently, TasLab has developed a participatory model of innovation, driven by public sector demand, and supported by an electronic portal and a Web 2.0 collaboration platform. This has introduced a mechanism of bottom-up 'smart specialization', whereby regional priorities can be determined by the willingness of local actors to join forces and strive for common goals. | public/private/people partnership, ICTs, smart specialization, Italy | https://dl.acm.org/citation.cfm?doid=2072069.2072130 |
| Living Labs | Junginger, & Sangiorgi | Public Policy and Public Management: Contextualizing Service Design in the Public Sector. | Handbook of Design Management. Publisher: Berg Press (Oxford). | 2011 | Influences That Led To The Emergence Of Service Design. Service Design As A Second-, Third- And Fourth-Order Design Activity. Three Examples. Third- And Fourth-Order Issues Involve Participation, Facilitation, Visualization. (Public) Design Management, Service Design And Organizational Change. | service design, public sector, participation, management | https://www.bloomsburydesignlibrary.com/encyclopedia-chapter?docid=b-9781474294126&tocid=b-9781474294126-chapter29&st= |
| Living Labs | O'Reilly, T. | Government as a platform. | Innovations | 2011 | During the past 15 years, the World Wide Web has created remarkable new methods for harnessing the creativity of people in groups, and in the process has created powerful business models that are reshaping our economy. As the Web has undermined old media and software companies, it has demonstrated the enormous power of a new approach, often referred to as Web 2.0. In a nutshell: the secret to the success of bellwethers like Google, Amazon, eBay, Craigslist, Wikipedia, Facebook, and Twitter is that each of these sites, in its own way, has learned to harness the power of its users to add value to—no, more than that, to co-create—its offerings. Now, a new generation has come of age with the Web, and it is committed to using its lessons of creativity and collaboration to address challenges facing our country and the world. Meanwhile, with the proliferation of issues and not enough resources to address them all, many government leaders recognize the opportunities Web 2.0 technologies provide not just to help them get elected, but to help them do a better job. By analogy, many are calling this movement Government 2.0. What the heck does that mean? | web 2.0, government 2.0, value, co-creation | https://www.mitpressjournals.org/doi/abs/10.1162/INOV_a_00056 |
| Living Labs | Almirall, Lee and Wareham | Mapping Living Labs in the Landscape of Innovation Methodologies | Technology Innovation Management Review | 2012 | A growing interest in living labs as a mechanism for innovation has drawn significant attention to both the different flavours of this methodology and to the organizations that put it into practice. However, little has been done to assess its impact and to compare its contribution to other innovation methodologies. This article aims to cover that gap by summarizing the most common European living labs approaches and positioning them in the landscape of user-contributed innovation methodology. The merits and appropriateness of living labs in these settings are also assessed. | Living labs, innovation metodologies | https://www.academia.edu/27331751/Mapping_Living_Labs_in_the_Landscape_of_Innovation_Methodologies |
| Living Labs | Björgvinsson, E., Ehn, P. & Hilgrenn, P. | Agonistic participatory design: working with marginalised social movements. | 2012 | Participatory design (PD) has become increasingly engaged in public spheres and everyday life and is no longer solely concerned with the workplace. This is not only a shift from work-oriented productive activities to leisure and pleasurable engagements, but also a new milieu for production and ‘innovation’. What ‘democratic innovation’ entails is often currently defined by management and innovation research, which claims that innovation has been democratised through easy access to production tools and lead-users as the new experts driving innovation. We sketch an alternative ‘innovation’ practice more in line with the original visions of PD based on our experience of running Malmö Living Labs – an open innovation milieu where new constellations, issues and ideas evolve from bottom–up long-term collaborations among diverse stakeholders. Three cases and controversial matters of concern are discussed. The fruitfulness of the concepts ‘agonistic public spaces’ (as opposed to consensual decision-making), ‘thinging’ and ‘infrastructuring’ (as opposed to projects) are explored in relation to democracy, innovation and other future-making practices. | agonistic, democracy, design, infrastructuring, innovation, participation, thinging | https://www.tandfonline.com/doi/abs/10.1080/15710882.2012.672577 | |
| Living Labs | Bovaird T. and Loeffler E. | From engagement to co-production: How users and communities contribute to public services | In ' New Public Governance, the Third Sector and Co-production'; London: Routledge | 2012 | Not so long ago-in the 1980s-public services were essentially seen as activities that professionals did to, or for, members of the public to achieve results “in the public interest.” Much has changed since then. We now believe that public services should be designed to bring about “outcomes,” not just “results,” and that these outcomes should, in large measure, correspond to those that service users and citizens see as valuable, not simply those that are seen as valuable by politicians, service managers and professionals. From being a kind of “marketeering” heresy in the 1980s, such views are now largely shared across most stakeholders involved in public services. This has, indeed, been a kind of revolution-“public services for the public.” | user co-production, community co-production, public value | https://www.taylorfrancis.com/books/e/9780203152294/chapters/10.4324/9780203152294-9 |
| Living Labs | Bovaird T. and Loeffler E. | From engagement to co-production: How users and communities contribute to public services | In 'New Public Governance, the third sector and co-production', New York: Routledge | 2012 | This chapter explores the ways in which the co-production movement can be conceptualized as a shift from “public services FOR the public” toward “public services BY the public,” within the framework of a public sector that continues to represent the public interest, not simply the interests of “consumers” of public services. Co-production partly harks back to some of the philosophical roots of public service: “To everyone according to their needs, from everyone according to their ability.” It is also partly a recognition of the limits of the state: “It takes a village to raise a child.” But it is, above all, a recognition that “we are all in this together”—state and civil society must work together if those outcomes are to be achieved that most people identify with a good society—“If you want to walk fast, travel alone: if you want to walk far, travel together.” | user co-production, community co-production, public value | https://www.researchgate.net/publication/271213139_From_Engagement_to_Co-Production_How_Users_and_Communities_Contribute_to_Public_Services |
| Living Labs | Bryer, T.A. and Cooper, T.L. | H. George Frederickson and the dialogue on citizenship in Public Administration | Public Administration Review | 2012 | We owe a debt to H. George Frederickson for advancing the scholarly and practitioner dialogue on the role of citizens and the value of citizenship in public administration. Frederickson's contributions began in the late 1960s and early 1970s on citizenship in urban governance, advanced through the development of New Public Administration values, and, more recently, extended through the formulation of ideas regarding the restoration of civism and the promotion of the public as citizen. This article describes the general philosophy of Frederickson's writings and suggests three challenges to this philosophy: (1) the harmful consequences of participation, (2) uncertain constitutional foundations, and (3) equally legitimate conceptions of the public beyond that of the citizen. The authors ask where the scholarly field should go next and suggest fruitful areas for continued theoretical and empirical research categorized by the notions of civis (citizen), civitas (citizenship), and civilitas (the art of government). | H. George Frederickson, citizens, public administration, participation, research agenda | https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1540-6210.2012.02632.x |
| Living Labs | Ståhlbröst, A., & Holst, M. | The living lab methodology handbook. Luleå: Social Informatics at Luleå University of Technology and CDT | Centre for Distance-spanning Technology. | 2012 | This book is based on results from the collaboration within the project SmartIES and the process of using and evaluating the FormIT methodology in a Nordic cross-border pilot. The goal has been to make the Living Lab Key Principles and the application of them more visible and easy to use. | Living labs, key principles, methodology | https://www.ltu.se/cms_fs/1.101555!/file/LivingLabsMethodologyBook_web.pdf |
| Living Labs | Gronroos, C. and Voima, P. | Critical service logic: making sense of value creation and co-creation | Journal of the Academy of Marketing Science | 2013 | Because extant literature on the service logic of marketing is dominated by a metaphorical view of value co-creation, the roles of both service providers and customers remain analytically unspecified, without a theoretically sound foundation for value creation or co-creation. This article analyzes value creation and co-creation in service by analytically defining the roles of the customer and the firm, as well as the scope, locus, and nature of value and value creation. Value creation refers to customers’ creation of value-in-use; co-creation is a function of interaction. Both the firm’s and the customer’s actions can be categorized by spheres (provider, joint, customer), and their interactions are either direct or indirect, leading to different forms of value creation and co-creation. This conceptualization of value creation spheres extends knowledge about how value-in-use emerges and how value creation can be managed; it also emphasizes the pivotal role of direct interactions for value co-creation opportunities. | value creation, value co-creation, value spheres, service logic, service-dominant logic, interaction, marketing | https://link.springer.com/article/10.1007/s11747-012-0308-3 |
| Living Labs | Grönroos, C., & Voima, P. | Critical service logic: making sense of value creation and co-creation | Journal of the Academy of Marketing Science | 2013 | Because extant literature on the service logic of marketing is dominated by a metaphorical view of value co-creation, the roles of both service providers and customers remain analytically unspecified, without a theoretically sound foundation for value creation or co-creation. This article analyzes value creation and co-creation in service by analytically defining the roles of the customer and the firm, as well as the scope, locus, and nature of value and value creation. Value creation refers to customers’ creation of value-in-use; co-creation is a function of interaction. Both the firm’s and the customer’s actions can be categorized by spheres (provider, joint, customer), and their interactions are either direct or indirect, leading to different forms of value creation and co-creation. This conceptualization of value creation spheres extends knowledge about how value-in-use emerges and how value creation can be managed; it also emphasizes the pivotal role of direct interactions for value co-creation opportunities. | Value creation, Value co-creation, Value spheres, Service logic, Service-dominant logic, Interaction Marketing | https://link.springer.com/article/10.1007/s11747-012-0308-3 |
| Living Labs | Margetts, H., & Dunleavy, P. | The second wave of digital-era governance: A quasiparadigm for government on the web. | Philosophical Transactions of the Royal Society | 2013 | Widespread use of the Internet and the Web has transformed the public management ‘quasi-paradigm’ in advanced industrial countries. The toolkit for public management reform has shifted away from a ‘new public management’ (NPM) approach stressing fragmentation, competition and incentivization and towards a ‘digital-era governance’ (DEG) one, focusing on reintegrating services, providing holistic services for citizens and implementing thoroughgoing digital changes in administration. We review the current status of NPM and DEG approaches, showing how the development of the social Web has already helped trigger a ‘second wave’ of DEG2 changes. Web science and organizational studies are converging swiftly in public management and public services, opening up an extensive agenda for future redesign of state organization and interventions. So far, DEG changes have survived austerity pressures well, whereas key NPM elements have been rolled back. | digital-era governance, public management, public services, change, New Public Management | https://royalsocietypublishing.org/doi/full/10.1098/rsta.2012.0382 |
| Living Labs | Schuurman, D., Mahr, D., De Marez, L. & Ballon, P. | A fourfold typology of Living Labs: An empirical investigation amongst the Enoll community | Proceedings of the 2013 International Conference on Engineering, Technology and Innovation (ICE) & IEEE International Technology Management Conference, The Hague, The Netherlands | 2013 | Living Labs can be seen as a means to structure user involvement in innovation processes. However, in this rather young research domain, there is no consensus yet regarding supporting theories and frameworks. This has resulted in a wide variety of projects and approaches being called `Living Labs', which leaves a clear conceptualization and definition a task in progress. Within this research paper we propose a fourfold categorization of Living Labs based on a literature review and validated by an empirical investigation of the characteristics of 64 ICT Living Labs from the European Network of Living Labs (ENoLL). The four types are Living Labs for collaboration and knowledge support activities, original `American' Living Labs, Living Labs as extension to testbeds and Living Labs that support context research and co-creation with users. | Living labs, typology, theory, framework , definition | https://www.researchgate.net/publication/272566534_A_fourfold_typology_of_living_labs_an_empirical_investigation_amongst_the_ENoLL_community |
| Living Labs | Tchékémian A. & Richard G. | Innovation et gouvernance. La mobilisation des compétences et des ressources territoriales à travers le projet Living Lab "Innovation Santé Urbaine" à Nancy. | In 'La gestion des ressources humaines au service des réseaux d’innovation', Ed. L’Harmattan. | 2013 | The central hypothesis of this research-action can be formulated this way: one of the main answers to the ills of the users of the city of Nancy, would be their integration in the construction of the needs, the services and the products. The Living Lab "Urban Health Innovation" would be a space of meeting and innovation (social, technical and technological) allowing to answer concretely to the problems of health of the users of the city. It is therefore a question of decompartmentalizing the exchanges of knowledge and good practices of their original framework (intra-institutional, intra-enterprise). Thus, we propose to articulate this "action research" in four parts. The first part presents the concepts and notions that make up our theoretical framework. It is the territory located at the interface between the actors and the territorial innovation. The second part describes the Living Lab approach, through the mobilization of knowledge as a vector of innovation, the generated governance, as well as the innovation it allows to develop. The third part deals with the chosen theme for the Living Lab "Urban Health Innovation" of Nancy, delivering a report on health in France and Lorraine. The fourth part presents the research questioning, the method of semi-structured interviews developed, the tools and means developed by the Living Lab approach. Then, at this stage of project development, we highlight some intermediate outcomes. Finally, the conclusion gives an opening on the Living Lab approach as a model of territorial innovation. | Living labs, innovation, governance, healthcare, France | https://halshs.archives-ouvertes.fr/halshs-01668269/document |
| Living Labs | Veeckman, C., Schuurman, D., Leminen, S., & Westerlund, M. | Linking living lab characteristics and their outcomes: Towards a conceptual framework | Technology Innovation Management Review | 2013 | Despite almost a decade of living lab activity all over Europe, there still is a lack of empirical research into the practical implementation and the related outcomes of living labs. Therefore, this article proposes a framework to create a better understanding of the characteristics and outcomes of living labs. We investigate three living labs in Belgium and one in Finland to learn how the different building blocks of living lab environments contribute to the outputs of innovation projects launched within the lab. The findings imply that managers and researchers contemplating innovation in living labs need to consider the intended inputs and outcomes, and reframe their innovation activities accordingly. We formulate practical guidelines on how living labs should be managed on the levels of community interaction, stakeholder engagement, and methodological setup to succeed in implementing living lab projects and to create user-centred innovations. That way, living lab practitioners can work towards a more sustainable way of setting up living labs that can run innovation projects over a longer period of time. | Living labs, conceptual framework, innovation, guidelines, Finland, Belgium | https://pdfs.semanticscholar.org/dc80/21cef3238700df2b6d92639bec7ad596067a.pdf |
| Living Labs | Berloco M. | Smart Cities: Green Economy, Innovazione e Sostenibilità nelle Città del Futuro. | Università Internazionale degli Studi Sociali: Dipartamento di Impresa e Management | 2014 | The aim of this paper is to offer a concise and comprehensive representation of an innovative model of design, management and organization of cities, emerged in recent years and spread nationally and internationally: the smart city. The aim is to demonstrate that the rethinking of urban areas in an intelligent way could be one of the solutions to environmental and social problems that arose following the propagation of the irreversible urbanization phenomenon and at the same time promote economic growth, thanks to the opportunities offered by the new technologies. It is therefore intended to introduce and comment on the main characteristics related to this phenomenon, the requirements and some successful initiatives, providing an overview of three hundred and sixty degrees of the concept of smart city, of the tools and incentives through which it is possible to carry out this ambitious project. | smart cities, innovation, green economy, design | https://tesi.luiss.it/15458/1/173351.pdf |
| Living Labs | Bygholm, A., & Kanstrup, A. M. | Learning from an Ambient Assisted Living Lab | Studies in Health Technology and Informatics | 2014 | This paper presents methodological lessons learned from an Ambient Assisted Living (AAL) lab exploring the use of intelligent beds in a nursing home. The living lab study was conducted over a period of three month. 20 intelligent beds were installed. Data was collected via self-registration, diaries, observations, interviews and workshops with residents, nurses, nursing assistants, management, building officers, and purchasers from the Municipality. The paper presents an analysis within the overall themes of technology, use, and care, which is discussed by use of the SWOT framework presenting strengths, weaknesses, opportunities, and threats identified in the living lab of the intelligent bed. The paper concludes by emphasizing the need for mature technology, long-term studies, clarification of role and tasks of different stakeholders, and attention on methods used for living lab evaluations. | Ambient Asisted Living lab, healthcare, intelligent beds, SWOT | https://www.ncbi.nlm.nih.gov/pubmed/25160198 |
| Living Labs | Nyström, A., Leminen, S., Westerlund, M. & Kortelainen, M. | Actor roles and role patterns influencing innovation in living labs | Industrial Marketing Management | 2014 | Innovation networks are embodied and shaped by their participants. This paper examines actors' roles in living labs, which are defined as networks of open innovation. The study utilizes four approaches to roles: structuralist, symbolic interactionist, resource-based, and action-based approaches. Our empirical analysis of 26 living labs in four different countries identifies a number of actor roles associated with open innovation. In addition, it reveals four role patterns characteristic of living labs: (i) ambidexterity, (ii) reciprocity, (iii) temporality, and (iv) multiplicity. These patterns distinguish actor collaboration in networks characterized by heterogeneous actors, the coexistence of individual and shared motives, high degree of openness, and user involvement. Scholars and practitioners of innovation learn that understanding of role patterns in living labs can contribute to building, utilization, and orchestration of open innovation networks. | Living labs, innovation, networks, open innovation | https://www.academia.edu/10834374/Actor_roles_and_role_patterns_influencing_innovation_in_living_labs |
| Living Labs | Pino, M., Benveniste, S., Picard, R., & Rigaud, A.S. | User-driven innovation for dementia care in France: The Lusage living lab case study | Interdisciplinary Studies Journal | 2014 | The use of technology-based products and services for supporting older adults living with dementia, and their caregivers, has gained significant popularity in recent years. In this paper we present the case study of LUSAGE, a French Living Lab that has successfully adapted to provide the infrastructure, knowledge, services and flexibility to promote user-driven innovation in the context of dementia care by: (a) taking into account the needs and interests of primary end-users (patients, families, and care providers) and relevant stakeholders in the healthcare ecosystem; (b) encouraging the active involvement of primary end-users in all stages of the product design and development cycle, (c) conducting experimentation and assessments in real-life conditions, and (d) fostering value creation including individual, social and economic dimensions. By delivering a complete description of the implementation and activities of LUSAGE over the last years, we identify factors that have influenced success and failure in technology innovation in this context. Finally, we suggest some promising directions for further development of Living Labs working in the field of healthcare and independent living. | Living labs, user-driven innovation, case study, mental health, France | https://www.researchgate.net/publication/261698901_User-driven_innovation_for_dementia_care_in_France_the_LUSAGE_Living_Lab_case_study |
| Living Labs | Van der Graaf, S. & Veeckman, C. | Designing for participatory governance: assessing capabilities and toolkits in public service delivery | Info | 2014 | The purpose of this study is yield insight into how cities can optimize citizen involvement in the co-development of citizen services by providing the rights tools, knowledge and resources. Design/methodology/approach-By conducting a case study analysis of the city of Ghent, this study investigates how users are engaged in the development of mobile applications on a city-hosted platform. Findings-Findings show that public service delivery, related to the urban space, can be co-designed between the city and its citizens, if different toolkits aligned with the specific capacities and skills of the citizens are provided. Research limitations/implications-Data were collected between August 2012 and December 2013. Some preliminary findings are presented on the (design of the) dynamic co-creation ecosystem and the citizens’ capacities to participate on the city-hosted platform. In addition, while the examination is still ongoing some insights can be offered in the learning dynamics underpinning how the cities are setting up such a bottom-up process and how local participation for different citizen groups can be optimized in the context of design capabilities and the design space. Originality/value-This study yields relevant insights for policymakers, city administrations, as well as Living Lab practitioners into how public service delivery, supported by an inclusive participatory governance by design framework at the local level, can be co-designed between the city and citizens, if different toolkits aligned with the specific capacities and skills of the users are provided. By providing tailored tools, even ordinary citizens can take a much more active role in the development and appropriation of their urban space and generate solutions from which both the city and citizens’ everyday life can possibly benefit. | design, government, participation, public services, citizens | https://www.researchgate.net/publication/279525865_Designing_for_participatory_governance_Assessing_capabilities_and_toolkits_in_public_service_delivery |
| Living Labs | Alatriste, Y. | Estudio teórico y evidencia empírica de la aplicación de la metodología Living Lab en el diseño de sistemas eHealth (Theoretical study and empirical evidence on Living Lab methodology implementation in eHealth systems) | Universitat Politècnica de Catalunya. Departament d'Expressió Gràfica a l'Enginyeria | 2015 | In the European Union and some other countries, the Living Labs are innovation areas with diverse elements that foster innovative spaces with the final users. Also, the combination of public and private associations involved: companies, researchers, authorities and citizens work in a joint manner to improve the quality of life of the people, all of this within a real context. From this point of view, this work explores the application of the Living Lab methodology in the design of eHealth systems with the purpose of the users to have a meaningful experience through the use of the system in the treatment of their rehabilitation therapy of spasticity or dysphagia. The meaningful experience of users is achieved with the inclusion of usability principles and perceived utility. The research encompasses a theoretical study which analyses the topics of the domain of Living Labs and a compilation of different ad--hoc methodologies.The theoretical study shows that there are few contributions relating eHealth systems set through the Living Lab methodology. The methodological proposal from Ståhlbröst & Holst (2013) to present theTRH LAB system which is a methodology developed to suppor t the participation of the user with a Living Lab approach. In it, the users have influence in future IT solutions with a formative approach.The results obtained in the validation show that the system is usable, useful and it is also adaptable to new health fields.The four focus groups integrated for the study were located in Cataluña and Mexico City | Living labs, eHealth systems, healthcare, methodology, theory | https://www.tesisenred.net/handle/10803/386315#page=1 |
| Living Labs | Bryson, J.M., Crosby, B.C. and Bloomberg, L. | Discerning and assessing public value: major issues and new directions | In 'Public value and public administration', Washington: Georgetown University Press | 2015 | This chapter explores the meaning of value, compares Moore's and Bozeman's views of public value to concpets like the public interest and suggests how different public value approaches might be integrated. Because a workable public sphere is vital to conceptions of public value, we also consider the meaning of the public sphere. | value definition, public value, public interest | https://www.worldcat.org/title/public-value-and-public-administration/oclc/929239573 |
| Living Labs | Keijzer-Broers, W. J. W., Florez-Atehortua, L., & de Reuver, M. | Prototyping a multisided health and wellbeing platform. | Paper presented at the 24th International Conference on Information Systems Development (ISD2015 Harbin), Harbin Institute of Technology, Harbin, China | 2015 | A key challenge older adults face is the ability to live independently. Losing their everyday independence is a major concern for older adults. Partly, because they fear this could lead to an involuntary move to an assisted living facility instead of living independently. Since 2015, the Dutch government encourages their citizens to age-in-place, but at the same time struggles how to implement new healthcare regulations. To support both the government and the citizens, we propose an online platform to match supply and demand in the health and wellbeing domain. Such a platform should not only enable end-users to enhance self-management, but also support them to find solutions for everyday problems related to aging-in-place. To illustrate our action design research we established a Living Lab in a metropolitan area in the Netherlands, and developed a prototype of the proposed platform in a real-life setting. The usability of the alpha version of the platform is evaluated with six potential end-users. Their comments are input for next iterations where the ADR team will constantly observe the effects of the platform in a complex social process within the Living Lab setting. | wellbeing, elderly care, healthcare, online platform, living lab, prototype | https://www.researchgate.net/publication/283697842_Prototyping_a_Multi-sided_Health_and_Wellbeing_Platform |
| Living Labs | Lub V. | Validity in qualitative evaluation: Linking purposes, paradigms and perspectives | International Journal of Qualitative Methods | 2015 | This article provides a discussion on the question of validity in qualitative evaluation. Although validity in qualitative inquiry has been widely reflected upon in the methodological literature (and is still often subject of debate), the link with evaluation research is underexplored. Elaborating on epistemological and theoretical conceptualizations by Guba and Lincoln and Creswell and Miller, the article explores aspects of validity of qualitative research with the explicit objective of connecting them with aspects of evaluation in social policy. It argues that different purposes of qualitative evaluations can be linked with different scientific paradigms and perspectives, thus transcending unproductive paradigmatic divisions as well as providing a flexible yet rigorous validity framework for researchers and reviewers of qualitative evaluations. | Validity, evaluation research, validity checklist, reliability, policy research | https://doi.org/10.1177/1609406915621406 |
| Living Labs | Pretlow, C., & Sobel, K. | Rethinking Library Service: Improving the User Experience with Service Blueprinting | Public Services Quarterly | 2015 | Service blueprinting is a process that businesses use for analyzing and improving service. Originally presented in the Harvard Business Review in 1984, it has retained a strong following ever since. At present, it is experiencing a revival at numerous academic institutions. The authors of this article present the process of service blueprinting. They illustrate it with an example that will be familiar to a range of librarians at academic libraries. | service blueprinting, academic libraries, public services, customer service, computers, usability, library users | https://www.tandfonline.com/doi/abs/10.1080/15228959.2014.967826 |
| Living Labs | Sivarajah U., Irani Z. and Weerakkody V. | Evaluating the use and impact of Web 2.0 technologies in local government. | Government Information Quarterly | 2015 | Second generation web-based technologies (Web 2.0) such as social media and networking sites are increasingly being used by governments for activities ranging from open policy making to communication campaigns and customer service. However, this in turn has brought about additional challenges. By its very nature, Web 2.0 technologies are more interactive than the traditional models of information provision or creation of digital services. Such technologies open up a new set of benefits, costs and risks to those government authorities who make use of these social and digital media to enhance their work. This study draws on the extant literature together with an in-depth qualitative case enquiry to propose an emergent framework for evaluating the intra-organisational use of Web 2.0 technologies and its impact on local government. The study findings identified additional four factors (i.e. benefits: intra-marketing, informal engagement, costs: workload constraints and risk: integration with other systems) as part of the evaluation criteria which have not previously been discussed in the existing literature surrounding the context of Web 2.0 use in local government. The study concludes that a combined analysis of the evaluation and impact assessment factors, rather than one particular approach would better assist decision makers when implementing Web 2.0 technologies for use by public administration employees. | web 2.0, evaluation, impact, local government authorities, e-government, case study, qualitative research | https://doi.org/10.1016/j.giq.2015.06.004 |
| Living Labs | Angelini, L., Carrino, S., Abou Khaled, O., Riva-Mossman, S. & Mugellini, E. | Senior Living Lab: An Ecological Approach to Foster Social Innovation in an Ageing Society | Future Internet | 2016 | The Senior Living Lab (SLL) is a transdisciplinary research platform created by four Universities that aims at promoting ageing well at home through the co-creation of innovative products, services and practices with older adults. While most living labs for ageing well are focused on Information and Communication Technologies (ICTs), this social laboratory adopts a transdisciplinary approach, bringing together designers, economists, engineers and healthcare professionals to develop multiple forms of social innovation using participatory methods. The SLL is based on an ecological approach, connecting professionals and users in a cooperative network and involving all of the stakeholders concerned with ageing well, such as existing associations, business entities and policy-makers. Three main themes for the co-design of products and services were identified at the beginning of the SLL conception, each sustained by a major business partner: healthy nutrition to cope with frailty, improved autonomous mobility to foster independence and social communication to prevent isolation. This article shows the innovative transdisciplinary approach of the SLL and discusses the particular challenges that emerged during the first year of its creation, investigating the role of ICTs when designing products and services for older adults. | living labs, older adults, ICTs | https://pdfs.semanticscholar.org/596b/581d58d1d48f41dd95ee2d327e4d6c4c5851.pdf |
| Living Labs | Fuglsang L. and Sundbo J. | Innovation in public service systems | In ' Service Innovation: Novel Ways of Creating Value in Actor Systems'; Springer Japan | 2016 | In this chapter, we examine service innovation in the public sector. We outline the characteristics of service innovation and the conditions that in the public sector differ from market-based service sectors. We use the concept of innovation capabilities as the core concept for comparing private and public service innovations. Service innovation within public service systems requires some of the same innovation capabilities as market-based service sectors. However, because public service systems are integrated in political systems, other, partly overlapping, innovation capabilities are required. The political system’s lead is a particularity. Innovative co-production with users and the involvement of employees and their bricolage are important capabilities, which we find in both private and public services. Yet, in the public sector, these particular capabilities are related to the fact that employees and ‘users’ (citizens) may be driven by a public ethos towards adding value to the public sphere (Benington 2011) and service providers cannot abstain from delivering a given service if the context becomes wicked or complex. The capability of externalizing some services to external partners and create networks among public and private actors is important for innovation in public services. It involves such elements as being able to specify the services, coordinate public and private interests, create trust among public and private partners and justify externalization and collaboration vis-à-vis citizens. | service innovation, public sector, public service innovation, innovation capability | https://link.springer.com/chapter/10.1007/978-4-431-54922-2_10 |
| Living Labs | Osborne S, Radnor Z, Strokosch K. | Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment? | Public Management Review 18 | 2016 | Co-production is currently one of cornerstones of public policy reform across the globe. Inter alia, it is articulated as a valuable route to public service reform and to the planning and delivery of effective public services, a response to the democratic deficit and a route to active citizenship and active communities, and as a means by which to lever in additional resources to public service delivery. Despite these varied roles, co-production is actually poorly formulated and has become one of a series of ‘woolly-words’ in public policy. This paper presents a conceptualization of co-production that is theoretically rooted in both public management and service management theory. It argues that this is a robust starting point for the evolution of new research and knowledge about co-production and for the development of evidence-based public policymaking and implementation. | value co-creation, co-production, public services, reform, management theory | https://www.researchgate.net/publication/297755681_Co-Production_and_the_Co-Creation_of_Value_in_Public_Services_A_suitable_case_for_treatment |
| Living Labs | Trischler, J., & Scott, D. R. | DESIGNING PUBLIC SERVICES The usefulness of three service design methods for identifying user experiences | Public Management Review | 2016 | This article examines the use of three service design methods in exploring complex public service systems. The methods used were the persona technique, mapping techniques in collaborative design workshops, and observations supplemented by group discussions. In their application to a university service, it was found that through their user-centred and collaborative approach, the service design methods assisted in the analysis of user experiences, including critical incidents, within the service system. It was also identified that user co-production formed the core of the service system and its processes, which highlights the need to actively involve users in public service design projects. | Service design, public service systems, public service-dominant logic, service mapping, co-production | https://www.tandfonline.com/doi/abs/10.1080/14719037.2015.1028017?journalCode=rpxm20 |
| Living Labs | Windrum P., Schartinger D., Rubalcaba L., Gallouj F. and Toivonen M. | The Co-Creation of Multi-Agent Social Innovations: A Bridge Between Service and Social Innovation Research | European Journal of Innovation Management | 2016 | The research fields of service innovation and social innovation have, until now, been largely disconnected. At the most basic level, a great many social innovations are services, often public sector services with social entrepreneurs organizing and delivering service innovations. As well as this overlap in the focus of research, scholars in both research fields address socio-economic concerns using multidisciplinary perspectives. The purpose of this paper is to provide a framework that can bridge the two research fields. Inter-linkages between service and social innovation are shown by identifying research areas in which both find a joint heuristic field. This approach has been illustrated in a set of case studies in the health sector in Europe. The bridge between social innovation and service innovation research can be built when social innovation is examined through a multi-agent framework. The authors focus on social innovations where the co-creation of novel services is guided by the prominent position taken by citizens, social entrepreneurs or third sector organizations (NGOs or charities) in the innovation process. Of particular interest are the ways in which the interests of individual users and citizens are “represented” by third sector organizations. The case study of the Austrian nationwide public access defibrillation programme provides an exemplar of the process of co-creation by which this social innovation was developed, implemented and sustained. Here the Austrian Red Cross acted on behalf of citizens, organizing an innovation network capable of creating both the demand and the supply side of a sustainable market for the production and safe application of portable automated external defibrillators (AEDs) in Austria. This process involved, first, raising public awareness of the need for portable defibrillators and acting as a user representative when inducing changes in the design of portable AEDs. Later, there was the institutionalization of AED training in every first aid training in Austria, work with local manufacturers to produce this device, and with large user organizations to install AEDs on their premises. The paper develops multi-agent model of innovation that enables one to synthesize key concepts in social and service innovation literatures and, thereby, examine the dynamics of invention and diffusion of social innovations. | innovation, organizational innovation, co-creation, services, social innovation | https://www.emerald.com/insight/content/doi/10.1108/EJIM-05-2015-0033/full/html |
| Living Labs | Äyvaäri, A. & Jyrämä | Rethinking value proposition tools for living labs | Journal of Service Theory and Practice | 2017 | This paper considers how well the living lab approach and recent theoretical developments around the concept of value are incorporated into three managerial tools for creating value propositions. | Living labs, value, theory | http://www.naplesforumonservice.it/uploads/files/Ayvari%20Anne.pdf |
| Living Labs | Bornand, E., & Foucher, J. | Entre déviance et normalisation, dynamique de l’innovation publique et implication du designer: retour réflexif sur un cas d’étude | Sciences du Design | 2017 | Public innovation ranks as a key concern within most political platforms today, but how does it translate in the daily work patterns of public servants? What role can designers play in such a transformation? These issues are addressed through the study of a public innovation project conducted in a French city of under 50,000 inhabitants. Our analysis highlights some of the specificities of public innovation, which have to do with the relative brevity of political terms and the fact that it must be appropriated by everyone, from public managers to regular citizens. Such distinctive characteristics seem to durably mark innovators out as deviants, departing from institutional standards. This raises questions about the positioning and capacity of designers to effect long-lasting change via one-off assignments. | innovation; deviance; public action | https://www.cairn-int.info/article-E_SDD_005_0085--between-deviance-and-normalization-the.htm#xd_co_f=ZjU0NDhmNDItYzFiNi00NzFhLWE4M2MtMTM3OTQ2ODg0NjY2~ |
| Living Labs | Gascó, M. | Living labs: Implementing open innovation in the public sector | Government Information Quarterly | 2017 | Public sector innovation is an important issue in the agenda of policymakers and academics but there is a need for a change of perspective, one that promotes a more open model of innovating, which takes advantage of the possibilities offered by collaboration between citizens, entrepreneurs and civil society as well as of new emerging technologies. Living labs are environments that can support public open innovation processes. This article makes a practical contribution to understand the role of living labs as intermediaries of public open innovation. The analysis focuses on the dynamics of these innovation intermediaries, their outcomes, and their main challenges. In particular, it adopts a qualitative approach (fourteen semi-structured interviews and one focus group were conducted) in order to analyze two living labs: Citilab in the city of Cornella and the network of fab athenaeums (public fab labs) in the city of Barcelona, both in Spain. After a thorough analysis of the attributes of these living labs, the article concludes that 1) living labs provide the opportunity for public agencies to meet with private sector organizations and thus function as innovation intermediaries, 2) implementing an open innovation perspective is considered more important than obtaining specific innovation results, and 3) scalability and sustainability are the main problems living labs encounter as open innovation intermediaries. | Living labs, public sector, open innovation, innovation intermediaries | https://www.semanticscholar.org/paper/Living-labs%3A-Implementing-open-innovation-in-the-Gasc%C3%B3/0b37f63a7fc6e4da2e8caf08f8e41a7715e627b1 |
| Living Labs | Hagy, S., Morrison, G.M. & Elfstrand, P. | Co-creation in Living labs. | In 'Living Labs', Springer International Publishing | 2017 | Living labs are places for open innovation where co-creation is a method for addressing real-life issues through the attribution of knowledge from science and society, the latter being a form of transdisciplinary social learning. In a Living-lab the representatives from business, sociatyb and academia, as well as citizens, have different value perceptions and propositions, providing heterogeneity across the stakeholder value spectrum. This provides a rich set of ideas and values for co-creation which can be used for both the operational phase and the integral shaping and creating the design for the physical infrastructure of the Living-lab itself. The use of co-creation workshops are demonstrated for ideation amongst the stakeholders for the HSB Living-lab. This is exemplified in the development of the social washing room which will be prototyped and tested in a fit-for-purpose multifunctional design space. | Living-labs, co-creation | https://espace.curtin.edu.au/handle/20.500.11937/53898 |
| Living Labs | Hansen, L. A., Almqvist, F., Ørjasæter, N.-O., & Kistorp, K. M. | Velferdsteknologi i sentrum (VIS) - evaluering av velferdsteknologi fra et tjenestedesignperspektiv | Tidsskrift for omsorgsforskning | 2017 | The article describes experiences from the VIS project initiated by four Oslo boroughs in 2014. Furthermore, the qualitative evaluation of the services around the welfare technologies Pilly, Mobile Security Alarm and Health Check is presented. In the VIS, the qualitative study pointed to how technology can lead to self-mastery in everyday life. The study showed that technology is only one part of a service and that other factors can be decisive for how the technology works. Furthermore, the service will not only be introduced, but will require adjustments to ensure that the technology continues to be relevant to users. Welfare technology also had effects beyond the intended purpose, for example, the technology gave a new understanding of the user's own health, which for many affected self-mastery and everyday life. The challenges related to method development for evaluations of welfare technology are discussed in the article. The VIS project demonstrated a potentially significant role for welfare technology in users' lives, which will also require changes in the use of health care resources. For future services, users may also be new to the system, and the value of preventative measures must be included in the evaluation. New methodological approaches for studying program-level welfare technology are required. | VIS project, welfare technologies, services | https://www.idunn.no/tidsskrift_for_omsorgsforskning/2017/02/velferdsteknologi_i_sentrum_vis_-_evaluering_av_velferdst?languageId=2 |
| Living Labs | Korsnes, M. | Householders as co-producers: lessons learned from Trondheim’s Living Lab | Working Paper | 2017 | As energy systems shift from central to distributed production and a combination of these, the lines between the traditional ‘supply side’ and ‘demand side’ become increasingly blurred. Passive consumers are expected to become active, providing flexibility to the system, and eventually morphing into ‘prosumers’, producing and consuming energy. The use and practices related to new solutions and technologies are often taken for granted, and there is a remarkable lack of studies on how implicated publics make sense of their role in this transition. In this paper, we seek to draw lessons from the way in which users have been engaged with a zero emission building. The paper presents results from experiments conducted in the Trondheim Living Lab, which explores the relation between radical technological change, domestic life and energy use. The Trondheim Living Lab is a newly built, 100 m2 , detached single family home that is planned to reach a zero emission balance. The qualitative experiments, conducted in the laboratory between October 2015 and April 2016 involves six groups of residents, each living in the house for 25 days. The empirical material consists of interviews, direct observation, diary records, photography and self-filming, as well as detailed quantitative records of energy consumption and indoor climate. The Trondheim Living Lab offers a unique opportunity to better understand the way in which stakeholder engagement and co-production has been attempted through two avenues: the living lab, and prosumption. This paper reviews these two concepts, and provides lessons learned about how co-production and engagement successfully can be achieved. | zero-emission houses, lifestyle, user behaviour, demonstration buildings, comfort, transition, living lab, experiments | https://www.eceee.org/library/conference_proceedings/eceee_Summer_Studies/2017/4-mobility-transport-and-smart-and-sustainable-cities/householders-as-co-producers-lessons-learned-from-trondheim8217s-living-lab/2017/4-226-17_Korsnes.pdf/ |
| Living Labs | Roux E. & Marron Q. | Les Livings Labs, de nouveaux dispositifs d’action publique pour penser les métropoles et les territoires | Canadian Journal of Regional Science / Revue canadienne des sciences régionales | 2017 | Since the beginning of the 2000s, there has been almost continuous growth in the creation of Living Labs in France and Europe; and they are regularly convened to discuss innovation processes in metropolises. This paper makes the hypothesis that Livings Labs are indicative of current territorial dynamics and that they may propose new ways of thinking about public action for the development of territories. We will show that these devices contribute to the metropolitan increase, and propose a new way of thinking about public action. Moreover, they still appear relatively little invested by the public authorities | Living labs, cities, regions, France | https://hal.archives-ouvertes.fr/hal-01563768/document |
| Living Labs | Schuurman, D., & Tõnurist, P. | Innovation in the public sector: Exploring the characteristics and potential of living labs and innovation labs | Technology Innovation Management Review | 2017 | Living labs and innovation labs share many common traits and characteristics. Both concepts are linked to the public sector, and both concepts can be regarded as coping mechanisms to deal with contemporary changes in the innovation landscape and within society as a whole. Both build on past initiatives and practices, but are also struggling to find their own clear identity and “raison d’être”. Because both concepts are largely practice-driven, their theoretical underpinnings and foundations are mostly established after the fact: making sense of current practice rather than carefully researching and planning the further development. However, despite their similarities and common ground, most researchers treat living labs and innovation labs as separate literature streams. Here, starting from a review of the current issues and challenges with innovation in the public sector, we look for links between both concepts by analyzing the current definitions, the predecessors, and the “state of the art” in terms of empirical research. Based on these findings, we summarize a set of similarities and differences between both concepts and propose a model towards more collaboration, mutual exchange, and integration of practices between innovation labs, which can be regarded as initiators of innovation, and living labs, which can be regarded as executors of innovation. Thus, we add to the conceptual development of both concepts and propose a roadmap for the further integration of both the theory and practice of living labs and innovation labs. | Living labs, innovation, public sector | https://timreview.ca/article/1045 |
| Living Labs | Ståhlbröst and Holst | Reflecting on Actions in Living Lab Research | Technology Innovation Management Review | 2017 | Living labs deploy contemporary open and user-centred engagement processes in real-world contexts where all relevant stakeholders are involved and engaged with the endeavour to create and experiment with different innovations. The approach is evidently successful and builds on the perspective that people have a democratic right to have influence over changes that might affect them, such as those brought about by an innovation. In this article, we will reflect on and discuss a case in which end users took part in the development of a method that stimulates learning and adoption of digital innovations in their own homes while testing and interacting with it. The results show that, when end users were stimulated to use the implemented innovation through different explicit assignments, they both increased their understanding of the situation as well as changed their behaviour. Living lab processes are complex and dynamic, and we find that it is essential that a living lab have the capability to adjust its roles and actions. We argue that being reflective is beneficial for innovation process managers in living labs because it allows them to adjust processes in response to dynamic circumstances. | Living labs, user centered, innovation, digital innovation | https://timreview.ca/article/1055 |
| Living Labs | Steen, K. & Van Bueren, E. | The Defining Characteristics of Urban Living Labs | Technology Innovation Management Review | 2017 | The organization of supported and sustainable urban interventions is challenging, with multiple actors involved, fragmented decision-making powers, and multiple values at stake. Globally, urban living labs have become a fashionable phenomenon to tackle this challenge, fostering the development and implementation of innovation, experimentation, and knowledge in urban, real-life settings while emphasizing the important role of participation and co-creation. However, although urban living labs could in this way help cities to speed up the sustainable transition, urban living lab experts agree that, in order to truly succeed in these ambitious tasks, the way urban living labs are being shaped and steered needs further research. Yet, they also confirm the existing variation and opaqueness in the definition of the concept. This article contributes to conceptual clarity by developing an operationalized definition of urban living labs, which has been used to assess 90 sustainable urban innovation projects in the city of Amsterdam. The assessment shows that the majority of the projects that are labelled as living labs do not include one or more of the defining elements of a living lab. In particular, the defining co-creation and development activities were found to be absent in many of the projects. This article makes it possible to categorize alleged living lab projects and distill the “true” living labs from the many improperly labelled or unlabelled living labs, allowing more specific analyses and, ultimately, better targeted methodological recommendations for urban living labs. | urban living labs, innovation, participation, co-creation, cities | https://timreview.ca/article/1088 |
| Living Labs | von Geibler, J, Erdmann, L, Liedtke, C, Rohn, H, Stabe, M, Berner, S., Jordan ND, Leismann, K. & Schnalzer, K. | Living Labs für nachhaltige Entwicklung - Potenziale einer Forschungsinfrastruktur zur Nutzerintegration in der Entwicklung von Produkten und Dienstleistungen. | Wuppertal Institut für Klima, Umwelt | 2017 | The study examines the potential of the German research landscape for user-integrated product and service innovation. It shows that Living Labs can play an important role in sustainable development as human-technology interaction increases. Living Labs aim at early integration of user requirements and application context into research and innovation processes. For example, they can offer solutions to promote the introduction of resource-efficient system solutions or to avoid negative systemic effects on resource and energy consumption. The potential study identifies the areas of application of Living Labs and explores aspects relevant to the development of the research and innovation system. In addition, options for action to promote transdisciplinary collaborative projects and structure-building measures are presented. The study is based on the results of the project "Sustainability Innovations in the Living Lab" funded by the German Federal Ministry of Education and Research (BMBF) and is carried out at the Wuppertal Institute in cooperation with the Fraunhofer Institute for Industry Engineering (IAO), the Fraunhofer Institute for Systems Engineering. and Innovation Research (ISI) and the Factor 10 Institute. | Living labs, service innovation, human technologies, Germany | https://epub.wupperinst.org/frontdoor/deliver/index/docId/4950/file/WS47.pdf |
| Living Labs | Ballon, P., Van Hoed, M. & Schuurman, D. | The effectiveness of involving users in digital innovation: Measuring the impact of living labs. | Telematics and Informatics | 2018 | This paper makes the point that the pragmatic, practice-oriented nature and overall heterogeneity of living lab initiatives until now have stood in the way of any thorough impact evaluation. Secondly, it discusses the applicability of impact assessment and evaluation principles and approaches to living labs. Finally, the results of the first systematic impact evaluation of a series of living. lab projects are presented and analysed | Living labs, impact, innovation, user involvement, evaluation | https://www.ideaconsult.be/images/1-s2.0-S0736585317306822-main.pdf |
| Living Labs | Ballon, P., Van Hoed, M. & Schuurman, D. | The effectiveness of involving users in digital innovation: Measuring the impact of living labs | Telematics and Informatics | 2018 | This paper first makes the point that the pragmatic, practice-oriented nature and overall heterogeneity of living lab initiatives until now have stood in the way of any thorough impact evaluation. Secondly, it discusses the applicability of impact assessment and evaluation principles and approaches to living labs. Finally, the results of the first systematic impact evaluation of a series of living lab projects are presented and analysed. | Living labs, digital innovation, evaluation | https://doi.org/10.1016/j.tele.2018.02.003 |
| Living Labs | Cardullo, P., Kitchin, R. & Di Feliciantonio, C. | Living Labs and vacancy in the neoliberal city | Cities | 2018 | This paper evaluates smart city (SC) initiatives in the context of re-using vacant property, focusing on the role of living labs (LL). LL utilise Lo-Fi technologies to foster local digital innovation and support community-focused civic hacking, running various kinds of workshops and engaging with local citizens to co-create digital interventions and apps aimed at ‘solving’ local issues. Five approaches to LL are outlined and discussed in relation to vacancy and gentrification: pop-up initiatives, university-led activities, community organised venues/activities, citizen sensing and crowdsourcing, and tech-led regeneration initiatives. Notwithstanding the potential for generating temporary and independent spaces for transferring digital competences and increasing citizens' participation in the SC, we argue LL foster largely a form of participation framed within a model of civic stewardship for ‘smart citizens’. While presented as horizontal, open, and participative, LL and civic hacking are rooted often in pragmatic and paternalistic discourses and practices related to the production of a creative economy and a technocratic version of SC. As such, by encouraging a particular kind of re-use of vacant space, LLs are used actively to bolster the Smart City discourse, as part of the more general neoliberalization of urban political economy. We discuss these approaches and issues generally, drawing on previous fieldwork and with respect to a case study of Dublin, Ireland. | Living labs, smart city, local issues | http://www.kitchin.org/wp-content/uploads/2019/04/cities-living-labs-urban-vacancy-2018.pdf |
| Living Labs | Cordella A. and Paletti A. | ICTs and value creation in public sector: Manufacturing, logic vs service logic. | Information Polity | 2018 | This paper contributes to the e-government literature discussing the role of information and communication technologies (ICTs) as an enabler of different modes of production of public services. E-government developments are often associated with organizational transformations aimed to increase the efficiency and the effectiveness of the internal production of public services or to facilitate the exchange of information and the coordination among different public organizations. However, ICTs can also enable the co-production of public services allowing citizens or non-public organizations, such as NGOs, social enterprises or private companies to co-produce public services with public sector organizations. ICTs can generate new relationships and dynamics that involve actors and resources outside public organizations, modifying the ways by which the value embedded in the services is produced. This paper critically describes and compares four different ICT mediated modes of production in the light of the two different logics of value creation. For each mode of public service production we identify the associated benefits, risks and possible solutions that can be deployed to mitigate the risks. | Value creation, ICTs, bureaucracy, co-production, crowdsourcing, opensoucing | https://doi.org/10.3233/IP-170061 |
| Living Labs | Lantos, Z. | A közösségi egészségélmény-modell Értékteremtés egyénközpontú egészségcélú tranzakciós hálóban. (Community Health Experience Model Creating Value in a Personalized Health Transaction Network.) | Vezetéstudomány/Budapest Management Review, 49(1) | 2018 | In every aspect of life, networked society offers new opportunities for value creation for individuals and organizations closely connected to the Internet. The actors and stakeholders in the health ecosystem are likely to be the winners of this networking, thanks to our ever-growing knowledge of creating health value through teamwork and collaboration. In his work, the author focused on the specifics of transactions in the health-creating network. He first analyzed transactions for health-creating networks, and then described the operational structure proposed for effective individual-centered health value creation networks, the Community Health Benefit Model. In the second phase of the work, he tested the system design under real life conditions. This paper presents the results achieved in the treatment of type 2 diabetes. As a result of the network-based service structure, 33% of patients with type 2 diabetes had improved their sugar balance during the three-month follow-up of the study. The two heavily tested health experience indicators, the self-assessed health education on a 10-grade scale, increased from 8.12 to 8.31, while the self-assessed self-management ability from 7.87 to 8.15. According to the estimates of the health economics model based on the results of the experiment, after five years of nationwide introduction of the type 2 diabetes treatment structure, approximately twenty billion forints can be redeployed from inpatient care to basic care. Based on the results, the Community Health Benefit Model provides a promising approach to designing more efficient and effective health services and collaborative networks. | Value-based health, individual-centeredness, cocreation, health | http://unipub.lib.uni-corvinus.hu/3289/ |
| Living Labs | Osborne, S.P. and Nasi, G. | Co-creating value in public services delivery – building a conceptual framework within a Public Service Logic framework | Paper presented to the International Research Society for Public Management conference. University of Edinburgh, April. | 2018 | This is a conceptual paper. It explores the nature of the ‘co-creation of value’ within public services delivery. It argues that it is often poorly conceptualised and without clear theoretical underpinnings. This has led it to become a diffuse topic, poorly researched and with difficulties in applying either as a design concept or as an evaluation metric within public services research and practice. This paper seeks to redress this significant gap by developing a dynamic framework of the co-creation of value in public services delivery. The paper is in three parts. The first part reviews existing approaches to value (including ’public value’) within public services research. It evaluates their strengths but also their significant short-comings. It highlights in particular the relationship between ‘value and ‘values’, as well as individual and public value, and evaluates the existing research that has explored these dynamics. The second part then builds an alternative conceptualisation of ‘value’ in public services delivery that is rooted in the Public Service Logic framework. It disaggregates value into a cluster of related but distinct concepts and relates them to the process elements of its co-creation within public service delivery and that derive from the nature of public services as ‘services’ (that is, co-experience, co-construction, co-production and co-innovation). The final part of the paper then considers the import of this revised conceptualisation, for our understanding both of value co-creation in particular and of the process of public service delivery in general. In conclusion, the implications of this for theory, research, and policy and practice are considered. | value co-creation, co-design, co-production, public services | http://programme.exordo.com/irspm2018/delegates/presentation/25/ |
| Living Labs | Sundby, I. J. | En separat øvelse eller et premiss for forbedring? | Stat & styring | 2018 | Do companies conduct user surveys just because they are asked to do so in the grant letter, or because they believe that users' needs and views can improve their business? | service business, user centered, surveys | https://www.idunn.no/stat/2018/03/en_separat_oevelse_eller_et_premiss_for_forbedring?languageId=2 |
| Social Innovation | Bastiat, F. | Selected Essays on Political Economy | Princeton, NJ: D. Van Nordstrand. | 1848 | The Foundation for Economic Education translation of some of Bastiat’s most famous pamphlets, written as part of his opposition to the growth of socialism in France in the 1840s. The volume contains “What is Seen and What is Not Seen”, “The Law”, and “The State”. Several of these essays are available in a new translation by Liberty Fund. | Bastiat, essays translations | https://oll.libertyfund.org/titles/bastiat-selected-essays-on-political-economy |
| Social Innovation | Wilson W. | The study of public administration. | Political Science Quarterly | 1887 | I suppose that no practical science is ever studied where there is no need to know it. The very fact, therefore, that the eminently practical science of administration is finding its way into college courses in this country would prove that this country needs to know more about administration, were such proof of the fact required to make out a case. It need not be said, however, that we do not look into college programmes for proof of this fact. It is a thing almost taken for granted among us, that the present movement called civil service reform must, after the accomplishment of its first purpose, expand into efforts to improve, not the personnel only, but also the organization and methods of our government offices: because it is plain that their organization and methods need improvement only less than their personnel. It is the object of administrative study to discover, first, what government can properly and successfully do, and, secondly, how it can do these proper things with the utmost possible efficiency and at the least possible cost either of money or of energy. On both these points there is obviously much need of light among us; and only careful study can supply that light. | public administration | https://www.jstor.org/stable/2139277?seq=1#metadata_info_tab_contents |
| Social Innovation | Glaser B. G. and Strauss A. L. | The discovery of grounded theory: Strategies for qualitative research | Chicago: Aldine Publ. Co. | 1967 | Most writing on sociological method has been concerned with how accurate facts can be obtained and how theory can thereby be more rigorously tested. In The Discovery of Grounded Theory, Barney Glaser and Anselm Strauss address the equally Important enterprise of how the discovery of theory from data―systematically obtained and analyzed in social research―can be furthered. The discovery of theory from data―grounded theory―is a major task confronting sociology, for such a theory fits empirical situations, and is understandable to sociologists and laymen alike. Most important, it provides relevant predictions, explanations, interpretations, and applications. In Part I of the book, "Generation Theory by Comparative Analysis," the authors present a strategy whereby sociologists can facilitate the discovery of grounded theory, both substantive and formal. This strategy involves the systematic choice and study of several comparison groups. In Part II, The Flexible Use of Data," the generation of theory from qualitative, especially documentary, and quantitative data Is considered. In Part III, "Implications of Grounded Theory," Glaser and Strauss examine the credibility of grounded theory. The Discovery of Grounded Theory is directed toward improving social scientists' capacity for generating theory that will be relevant to their research. While aimed primarily at sociologists, it will be useful to anyone Interested In studying social phenomena―political, educational, economic, industrial― especially If their studies are based on qualitative data. | qualitative rigor, inductive research, grounded theory, new concept development | https://www.amazon.es/Discovery-Grounded-Theo |