在公共服务递送中运营共同生产:服务蓝图的贡献

基金项目:

中央高校基本科研业务费“社会转型背景下公共治理体制与机制创新深化研究”支持(项目编号:FRF－BR－15 －017B)。

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

摘要: 本文认为，公共服务应从以产品为主导的逻辑转向服务途径。通过采取服务导向，公共服务递送的经验性、组织间和系统性，以及作为共同生产者的服务使用者角色，将一同被考虑。论文将通过服务蓝图的应用，解释共同生产如何操作。并介绍了高等教育中的一个案例。在这一案例中，蓝图的创建将师生汇聚在一起，专注于学生入学的设计，从而改善学生体验，并支持共同生产。
- 共同生产 /
- 高等教育 /
- 服务蓝图 /
- 服务管理
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