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A Scoping Review of Empirical Evidence on (Digital) Public Services Co-Creation

Author

Listed:
  • A. Paula Rodriguez Müller

    (Public Governance Institute, KU Leuven, 3000 Leuven, Belgium)

  • Cesar Casiano Flores

    (Public Governance Institute, KU Leuven, 3000 Leuven, Belgium)

  • Valerie Albrecht

    (Department for E-Governance and Administration, Danube University Krems, 3500 Krems, Austria)

  • Trui Steen

    (Public Governance Institute, KU Leuven, 3000 Leuven, Belgium)

  • Joep Crompvoets

    (Public Governance Institute, KU Leuven, 3000 Leuven, Belgium)

Abstract

The public sector is facing significant challenges regarding public services provision, including declination of users’ trust and limited resources. An alternative approach to traditional public service provision with the potential to address these challenges is the co-creation of public services. Co-creation promises to foster innovative solutions to provide high-quality services that respond to users’ needs. Considering this background, we aim at critically exploring public service co-creation via a scoping review, employing the PRISMA-ScR method. Our review focuses on 25 empirical studies out of 75 analyzed articles that examine the implementation of co-creation of (digital) public services and investigates how the empirical literature portrays the concept of public service co-creation. Our findings primarily suggest that co-creation can be implemented in a wide range of sectors and settings, to improve public services and to foster innovation, throughout the whole public service cycle, using a variety of digital, analog and hybrid co-creation tools and strategies. Yet, our review has also shown that there is still an implementation gap that needs to be bridged between knowing and doing in the context of public services co-creation in a digital setting.

Suggested Citation

  • A. Paula Rodriguez Müller & Cesar Casiano Flores & Valerie Albrecht & Trui Steen & Joep Crompvoets, 2021. "A Scoping Review of Empirical Evidence on (Digital) Public Services Co-Creation," Administrative Sciences, MDPI, vol. 11(4), pages 1-21, November.
    • Handle: RePEc:gam:jadmsc:v:11:y:2021:i:4:p:130-:d:676063
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    References listed on IDEAS

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    2. Stephen P Osborne & Zoe Radnor & Kirsty Strokosch, 2016. "Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment?," Public Management Review, Taylor & Francis Journals, vol. 18(5), pages 639-653, May.
    3. Mariafrancesca Sicilia & Alessandro Sancino & Tina Nabatchi & Enrico Guarini, 2019. "Facilitating co-production in public services: management implications from a systematic literature review," Public Money & Management, Taylor & Francis Journals, vol. 39(4), pages 233-240, May.
    4. Ansell,Christopher & Torfing,Jacob, 2021. "Public Governance as Co-creation," Cambridge Books, Cambridge University Press, number 9781108487047.
    5. John Alford, 2016. "Co-Production, Interdependence and Publicness: Extending public service-dominant logic," Public Management Review, Taylor & Francis Journals, vol. 18(5), pages 673-691, May.
    6. Alessandro Liberati & Douglas G Altman & Jennifer Tetzlaff & Cynthia Mulrow & Peter C Gøtzsche & John P A Ioannidis & Mike Clarke & P J Devereaux & Jos Kleijnen & David Moher, 2009. "The PRISMA Statement for Reporting Systematic Reviews and Meta-Analyses of Studies That Evaluate Health Care Interventions: Explanation and Elaboration," PLOS Medicine, Public Library of Science, vol. 6(7), pages 1-28, July.
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