IDEAS home Printed from https://ideas.repec.org/h/zbw/entr20/224688.html
   My bibliography  Save this book chapter

Analyzing Public Service Processes from Customer and Employee Perspectives by Using Service Blueprinting and Business Process Modelling

In: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Virtual Conference, 10-12 September 2020

Author

Listed:
  • Buics, László
  • Eisinger Balassa, Boglárka

Abstract

The conversation and modernization of the public sector is the ground of the good government and good governess. In our research, we examine a public service process of the Hungarian public sector. Our goal was to visualize the complex procedure as a whole (contact affair procedures in case of patchwork families) with Service Blueprinting and Business Process Modelling. After the process modelling, we used the discrete event simulation to analyze the elements of the process. Therefore, we are able to give a recommendation on how to improve the process for both the administrators and the legislators. With improving the effectiveness and efficiency, the government will be able to influence the satisfaction of customers and administrators. In the current procedure administrators are under the pressure, it is very stressful for them and the fluctuation is high in the office. We recommend for legislators to analyze the whole procedure in the public sector before the prescription of time limit. With the customer and administrator-oriented digitalization, the whole procedure can be more flexible and quicker.

Suggested Citation

  • Buics, László & Eisinger Balassa, Boglárka, 2020. "Analyzing Public Service Processes from Customer and Employee Perspectives by Using Service Blueprinting and Business Process Modelling," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2020), Virtual Conference, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Virtual Conference, 10-12 September 2020, pages 195-211, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
    • Handle: RePEc:zbw:entr20:224688
    as

    Download full text from publisher

    File URL: https://www.econstor.eu/bitstream/10419/224688/1/19-ENT-2020-Buics-195-211.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. 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.
    2. Wolfgang Drechsler & Tiina Randma-Liiv, 2014. "The New Public Management Then and Now: Lessons from the Transition in Central and Eastern Europe," The Other Canon Foundation and Tallinn University of Technology Working Papers in Technology Governance and Economic Dynamics 57, TUT Ragnar Nurkse Department of Innovation and Governance.
    3. Flie[ss], Sabine & Kleinaltenkamp, Michael, 2004. "Blueprinting the service company: Managing service processes efficiently," Journal of Business Research, Elsevier, vol. 57(4), pages 392-404, April.
    4. Marjana Merkac Skok & Jovana Zoroja & Mirjana Pejic Bach, 2013. "Simulation Modelling Approach to Human Resources Management: Burnout Effect Case Study," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 11(3), pages 277-288.
    5. Yahya Kazemzadeh & Simon K. Milton & Lester W. Johnson, 2015. "Process Chain Network (PCN) and Business Process Modeling Notation (BPMN): A Comparison of Concepts," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 6(1), pages 88-99, February.
    6. 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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Noella Edelmann & Ines Mergel, 2021. "Co-Production of Digital Public Services in Austrian Public Administrations," Administrative Sciences, MDPI, vol. 11(1), pages 1-21, February.
    2. Aldona Fraczkiewicz-Wronka & Anna Kozak, 2021. "Facilitating Co-production in Health Promotion: Study of Senior Councils in Poland," European Research Studies Journal, European Research Studies Journal, vol. 0(4B), pages 182-201.
    3. 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.
    4. Mette Sønderskov & Rolf Rønning, 2021. "Public Service Logic: An Appropriate Recipe for Improving Serviceness in the Public Sector?," Administrative Sciences, MDPI, vol. 11(3), pages 1-15, June.
    5. Jim Broch Skarli, 2021. "Creating or Destructing Value in Use? Handling Cognitive Impairments in Co-Creation with Serious and Chronically Ill Users," Administrative Sciences, MDPI, vol. 11(1), pages 1-17, February.
    6. Järvi, Henna & Kähkönen, Anni-Kaisa & Torvinen, Hannu, 2018. "When value co-creation fails: Reasons that lead to value co-destruction," Scandinavian Journal of Management, Elsevier, vol. 34(1), pages 63-77.
    7. Jacob Torfing & Eva Sørensen, 2019. "Interactive Political Leadership in Theory and Practice: How Elected Politicians May Benefit from Co-Creating Public Value Outcomes," Administrative Sciences, MDPI, vol. 9(3), pages 1-18, July.
    8. Suwelack, Thomas & Hogreve, Jens & Hoyer, Wayne D., 2011. "Understanding Money-Back Guarantees: Cognitive, Affective, and Behavioral Outcomes," Journal of Retailing, Elsevier, vol. 87(4), pages 462-478.
    9. Md Altab Hossin & Jie Du & Lei Mu & Isaac Owusu Asante, 2023. "Big Data-Driven Public Policy Decisions: Transformation Toward Smart Governance," SAGE Open, , vol. 13(4), pages 21582440231, December.
    10. Pwint Kay Khine & Jianing Mi & Raza Shahid, 2021. "A Comparative Analysis of Co-Production in Public Services," Sustainability, MDPI, vol. 13(12), pages 1-13, June.
    11. Manuel Alméstar & Sara Romero-Muñoz & Nieves Mestre & Uriel Fogué & Eva Gil & Amanda Masha, 2023. "(Un)Likely Connections between (Un)Likely Actors in the Art/NBS Co-Creation Process: Application of KREBS Cycle of Creativity to the Cyborg Garden Project," Land, MDPI, vol. 12(6), pages 1-25, May.
    12. Youngjung Geum & Moon-Soo Kim & Sungjoo Lee, 2017. "Service Technology: Definition and Characteristics Based on a Patent Database," Service Science, INFORMS, vol. 9(2), pages 147-166, June.
    13. Bartsits, Igor (Барциц, Игорь) & Borshchevskiy, Georgiy (Борщевский, Георгий) & Magomedov, Kerem (Магомедов, Керем), 2018. "Current State and Development Trends of the State Civil Service in Russia [Современное Состояние И Тенденции Развития Государственной Гражданской Службы В России: Аналитический Доклад]," Published Papers 011807, Russian Presidential Academy of National Economy and Public Administration.
    14. Bergerum, Carolina & Wolmesjö, Maria & Thor, Johan, 2022. "Organising and managing patient and public involvement to enhance quality improvement—Comparing a Swedish and a Dutch hospital," Health Policy, Elsevier, vol. 126(7), pages 603-612.
    15. Pascal Frucquet & David Carassus & Didier Chabaud & Pierre Marin, 2021. "Influence of public policies of Smart Cities and Smart Territories on the renewal of local governance [L’influence des politiques publiques de Villes et Territoires Intelligents sur la rénovation d," Post-Print hal-03543436, HAL.
    16. Smotritskaya, I., 2023. "Public governance: Towards dialogue and cooperation?," Journal of the New Economic Association, New Economic Association, vol. 61(4), pages 246-252.
    17. Maria Stella Righettini, 2021. "Framing Sustainability. Evidence from Participatory Forums to Taylor the Regional 2030 Agenda to Local Contexts," Sustainability, MDPI, vol. 13(8), pages 1-15, April.
    18. Sauter, Raphael & Watson, Jim, 2007. "Strategies for the deployment of micro-generation: Implications for social acceptance," Energy Policy, Elsevier, vol. 35(5), pages 2770-2779, May.
    19. Bassi Andrea, 2023. "The Relationship Between Public Administration and Third Sector Organizations: Voluntary Failure Theory and Beyond," Nonprofit Policy Forum, De Gruyter, vol. 14(4), pages 385-404, October.
    20. Rocco Agrifoglio & Concetta Metallo & Primiano Nauta, 2021. "Understanding Knowledge Management in Public Organizations through the Organizational Knowing Perspective: a Systematic Literature Review and Bibliometric Analysis," Public Organization Review, Springer, vol. 21(1), pages 137-156, March.

    More about this item

    Keywords

    Service Blueprinting; Business Process Modelling; Discrete Event Simulation; Public Service Process;
    All these keywords.

    JEL classification:

    • H83 - Public Economics - - Miscellaneous Issues - - - Public Administration

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:zbw:entr20:224688. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: ZBW - Leibniz Information Centre for Economics (email available below). General contact details of provider: https://www.entrenova.org/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.