Co-creation service readiness model : a decision support for the selection of public services suitable for improvement through co-creation

Vrbek, Sanja (author), Jukić, Tina (author)

Purpose – This paper aims to develop a model that supports public organisations in making informed strategic decisions as to which public services are most suitable to be improved through co-creation. Thus, it first identifies the features that make public services (un)suitable for co-creation and then applies this knowledge to develop a multi-criteria decision support model for the assessment of their co-creation readiness. Design/methodology/approach – The decision support model is the result of design science research. While its structure is determined by a qualitative multi-criteria decision analysis, its substance builds on a content analysis of Web of Science papers and over a dozen empirical case studies. Findings – The model is comprised of 13 criteria clustered into two groups: service readiness criteria from the perspective of service users and service readiness criteria from the perspective of a public organisation. Research limitations/implications – The model attributes rely on a limited number of empirical cases and references from the literature review. The model was tested by only one public organisation on four of its services. Originality/value – The paper shifts the research focus from organisational properties and capacity, as the key co-creation drivers and barriers, to features of public services as additional factors that affect the prospect of co-creation. Thus, it makes a pioneering step towards the conceptualisation of the idea of “service readiness for co-creation” and the development of a practical instrument that supports co-creation in the public sector.

• Language: English
• Keywords: public services, public service improvement, co-creation, drivers, barriers, decision support model
• Work type: Article
• Typology: 1.01 - Original Scientific Article
• Organization: FU - Faculty of Administration
• Publication status: Published
• Publication version: Version of Record
• Year: 2024
• Number of pages: Str. 13-32
• Numbering: Vol. 18, no. 1
• PID: 20.500.12556/RUL-154723
• UDC: 35:005
• ISSN on article: 1750-6166
• DOI: 10.1108/TG-03-2023-0031
• COBISS.SI-ID: 165103875
• Publication date in RUL: 26.02.2024

Record is a part of a journal

• Title: Transforming government
• Publisher: Emerald
• ISSN: 1750-6166
• COBISS.SI-ID: 2974382

Licences

• License: CC BY 4.0, Creative Commons Attribution 4.0 International
• Link: http://creativecommons.org/licenses/by/4.0/
• Description: This is the standard Creative Commons license that gives others maximum freedom to do what they want with the work as long as they credit the author.

Secondary language

• Language: Slovenian
• Keywords: javne storitve, izboljšanje javnih storitev, soustvarjanje, spodbujevalni dejavniki, zaviralni dejavniki, odločitveni model

Projects

• Funder: EC - European Commission
• Funding programme: H2020
• Project number: 770591
• Name: Co Production and Co Governance: Strategic Management, Public Value and Co Creation in the Renewal of Public Agencies across Europe
• Acronym: COGOV

• Funder: ARIS - Slovenian Research and Innovation Agency
• Project number: P5-0093
• Name: Razvoj sistema učinkovite in uspešne javne uprave