Operationalizing Co-production in Public Services Delivery: The Contribution of Service Blueprinting

Zoe Radnor; Stephen P. Osborne; Tony Kinder; Jean Mutton; TANG De-long; SHI Wei-wei

Volume 32 Issue 4

Jun. 2021

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Article Navigation > Journal of University of Science and Technology Beijing ( Social Sciences Edition) > 2016 > 32(4): 59-71

Zoe Radnor, Stephen P. Osborne, Tony Kinder, Jean Mutton, TANG De-long, SHI Wei-wei. Operationalizing Co-production in Public Services Delivery: The Contribution of Service Blueprinting[J]. Journal of University of Science and Technology Beijing ( Social Sciences Edition), 2016, 32(4): 59-71.

Citation:

Zoe Radnor, Stephen P. Osborne, Tony Kinder, Jean Mutton, TANG De-long, SHI Wei-wei. Operationalizing Co-production in Public Services Delivery: The Contribution of Service Blueprinting[J]. Journal of University of Science and Technology Beijing ( Social Sciences Edition), 2016, 32(4): 59-71.

Citation:

Zoe Radnor, Stephen P. Osborne, Tony Kinder, Jean Mutton, TANG De-long, SHI Wei-wei. Operationalizing Co-production in Public Services Delivery: The Contribution of Service Blueprinting[J]. Journal of University of Science and Technology Beijing ( Social Sciences Edition), 2016, 32(4): 59-71.

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Operationalizing Co-production in Public Services Delivery: The Contribution of Service Blueprinting

1. School of Business and Economics, University of Loughborough, Loughborough, LE11 3TU;
2. School of Management, University of Edinburgh, Edinburgh, EH8 9JS;
3. Student Support and Information Services(SSIS), University of Derby, Derby, DE22 1GB;
4. School of Humanities and Social Sciences, University of Science and Technology Beijing, Beijing 100083, China;
5. Management School, Minzu University of China, Beijing 100081, China

Received Date: 2016-05-10
Available Online: 2021-06-21
Publish Date: 2021-06-21

Abstract

Abstract

We have argued for public services to move away from product-dominant logic towards a service approach. By taking a service orientation, the experience, inter-organization, 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

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