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

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.