The evolution of public services from co-production to co-creation and beyond

2014 ◽  
Vol 10 (2) ◽  
pp. 91-107 ◽  
Author(s):  
Petri Virtanen ◽  
Jari Stenvall
Keyword(s):  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Critical Discussion ◽  
Service Research ◽  
Content Type ◽  
New Public ◽  
Learning Development ◽  
Practical Implications

Purpose – Based on the concept of “intelligent public organisation” as a new theoretical trajectory for New Public Management (NPM) theory, this paper brings together the recent critical discussion on NPM as it relates to public services and service science while specifically pinpointing the nature of public sector intelligence, evaluation, as well as management and leadership of public services. The paper aims to discuss these issues. Design/methodology/approach – The paper highlights the ongoing discussion on service-dominant logic and reflects the major innovations in service research, innovation studies, organisational learning, development methods, and evaluation from the public services’ perspective. Findings – It is argued that contemporary public management theories and practices – and theories reflecting the role of public services – should make more use of that body of literature focusing on substantive service-dominant theories found in marketing and business studies. The paper concludes that the academic discourse on NPM and New Public Governance (NPG) has been rich in content, but to date rather biased from a public services perspective. Practical implications – It is argued that public services are arenas for interaction, co-operation, and co-creation, orchestrated by the networks of organisations providing these services. The essence of “service user” has also changed in recent decades. This development has practical implications for developing leadership practices in public services. Originality/value – Doctrines of NPM and NPG have been missing an appreciation of the comprehensive role played by public services and the role of evaluation of public services has also been largely ignored. In this light and in regards to public services in particular, the new wave of public policy evaluation paradigms could usefully be integrated with NPG.

scholarly journals Intellectual heritages of post-1990 public sector accounting research: an exploration

2020 ◽  
Vol 33 (8) ◽  
pp. 2077-2110
Author(s):  
Hans-Jürgen Bruns ◽  
Mark Christensen ◽  
Alan Pilkington
Keyword(s):  
Public Sector ◽  
Public Management ◽  
New Public Management ◽  
Content Type ◽  
Accounting Research ◽  
Loosely Coupled ◽  
New Public ◽  
Public Sector Accounting ◽  
Cumulative Knowledge

PurposeThe article's aim is to refine prospects for theorising in public sector accounting (PSA) research in order to capture the methodological benefits promised by its multi-disciplinarity.Design/methodology/approachThe study primarily employs a bibliometric analysis of research outputs invoking New Public Management (NPM). Applying a content analysis to Hood (1991), as the most cited NPM source, bibliographic methods and citation/co-citation analysis for the period 1991 to 2018 are mobilised to identify the disciplinary evolution of the NPM knowledge base from a structural and longitudinal perspective.FindingsThe analysis exhibits disciplinary branching of NPM over time and its imprints on post-1990 PSA research. Given the discourse about origins of NPM-based accounting research, there are research domains behind the obvious that indicate disciplinary fragmentations. For instance, novelty of PSA research is found in public value accounting, continuity is evidenced by transcending contextual antecedents. Interestingly, these domains are loosely coupled. Exploring the role of disciplinary imprints designates prospects for post-NPM PSA research that acknowledges multi-disciplinarity and branching in order to deploy insularity as a building block for its inquiries.Research limitations/implicationsCriteria for assessing the limitations and credibility of an explorative inquiry are used, especially on how the proposal to develop cumulative knowledge from post-1990 PSA research can be further developed.Practical implicationsA matrix suggesting a method of ordering disciplinary references enables positioning of research inquiries within PSA research.Originality/valueBy extending common taxonomies of PSA intellectual heritages, the study proposes the ‘inquiry-heritage’ matrix as a typology that displays patterns of theorisation for positioning an inquiry within PSA disciplinary groundings.

Assessing impediments to NPM change

2015 ◽  
Vol 28 (2) ◽  
pp. 263-270 ◽  
Author(s):  
Peter Steane ◽  
Yvon Dufour ◽  
Donald Gates
Keyword(s):  
Decision Making ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Disruptive Innovation ◽  
Wicked Problem ◽  
Content Type ◽  
Public Managers ◽  
Main Work ◽  
New Public

Purpose – When new public management (NPM) emerged in the mid-1980s, most governments such as New Zealand, Australia and Canada embraced it as a better way to provide public services. A more recent assessment of NPM would conclude that its appeal has faded. The purpose of this paper is to assess the serious impediments to NPM-inspired change. Design/methodology/approach – The literature is diffuse, and therefore its insights have been limited by the lack of synthesis. In this paper the authors set out to synthesize the main work already available. Findings – Change, such as breaking up large public sector hierarchies, or developing internal market-like competition and contracting out public services is indeed disruptive. Such change cannot be achieved without shifting decision-making processes, disrupting existing roles and working relationships and leaving some confusion and uncertainty among staff. Many of the changes feature numerous levels of ill-defined processes, ongoing multi-layered and complex decision making, and no easily agreed or clear path to resolution. Originality/value – The terms “wicked problem” and “disruptive innovation” are increasingly familiar to public managers and policy makers. This paper argues that managing NPM-style change represented yet another wicked problem in managing public organizations. The authors set out to synthesize the main work available, and in so doing, frame the various attributes of NPM-inspired change – five basic parts, five types of uncertainty and five fragmenting forces. The conceptual framework suggests hypotheses as the basis for further research.

scholarly journals Modernizing public services: subtle interplays of politics and management

2016 ◽  
Vol 12 (4) ◽  
pp. 547-567 ◽  
Author(s):  
Michela Arnaboldi ◽  
Irvine Lapsley ◽  
Martina Dal Molin
Keyword(s):  
Performance Management ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Content Type ◽  
Documentary Analysis ◽  
New Public ◽  
Government Websites ◽  
The Government

Purpose This paper aims to examine the trajectory of public management reforms in Italy. This experience indicates the complexity of managerialism in countries with a legalistic system and where public administration cultures have been, and continue to be, embedded in politics. Design/methodology/approach The analysis of managerial reforms in Italy was carried out with a documentary analysis. In addition to official reports and acts of parliament, the analysis was based on monitoring the government websites and innovative channels (e.g. Facebook) which communicated the progress of the later reforms. Findings The paper shows how modernization of public services has been a continuous priority in the agenda of the Italian Government across four phases: an early attempt in the late 1970s; a lively, phase for Italian managerial reforms in the 1990s; a later advocacy in the 2000s of a specific new public management (NPM) element – performance management; an after-crises reform aimed at reducing public expenditure. Originality/value The paper takes a historical and long-term perspective to analyse the success and failure of NPM reforms implementation in Italy. Differently from previous studies, this papers analyses NPM reforms in a longitudinal perspective, to show how the legalistic culture of Italy continues to affect the implementation of NPM reforms.

scholarly journals Australia's COVID-19 public budgeting response: the straitjacket of neoliberalism

2020 ◽  
Vol 32 (5) ◽  
pp. 759-770 ◽  
Author(s):  
Jane Andrew ◽  
Max Baker ◽  
James Guthrie ◽  
Ann Martin-Sardesai
Keyword(s):  
Public Management ◽  
New Public Management ◽  
Future Research ◽  
Public Budgeting ◽  
Health Crisis ◽  
Content Type ◽  
New Public ◽  
Prior Literature ◽  
Future Policy ◽  
Practical Implications

PurposeThis paper explores how neoliberalism restrains the ability of governments to respond to crises through budgetary action. It examines the immediate budgetary responses to the COVID-19 pandemic by the Australian government and explores how the conditions created by prior neoliberal policies have limited these responses.Design/methodology/approachA review and examination of the prior literature on public budgeting and new public management are provided. The idea of a “neoliberal straitjacket” is used to frame the current budgetary and economic situation in Australia.FindingsThe paper examines the chronology of Australia's budgetary responses to the economic and health crisis created by COVID-19. These responses have taken the form of tax breaks and a temporary payment scheme for individuals made unemployed by the pandemic.Practical implicationsThe insights gained from this paper may help with future policy developments and promote future research on similar crises.Originality/valueThe analysis of Australia's policies in dealing with the pandemic may offer insights for other countries struggling to cope with the fiscal consequences of COVID-19.

Strategic management in Swedish municipal housing

2016 ◽  
Vol 34 (2) ◽  
pp. 136-157 ◽  
Author(s):  
Lars Lindbergh ◽  
Timothy L. Wilson
Keyword(s):  
Public Management ◽  
Design Methodology ◽  
New Public Management ◽  
Early Date ◽  
Content Type ◽  
The Public ◽  
New Public ◽  
The Impact ◽  
Municipal Housing ◽  
Practical Implications

Purpose – Present directives in municipal housing have been imposed by the Public Municipal Housing Companies Act, put into force on January 2011 in Sweden. The Act, states that public municipal housing companies (PMHCs) should run their operation on “businesslike principles,” e.g., commensurate with new public management. The purpose of this paper is to determine if forthcoming practices are apparent in the owner directives that govern operations of these companies. Design/methodology/approach – The research is both exploratory and qualitative in nature and utilizes in-depth case studies of 20 selected PMHCs. Observations for 2013 were compared with similar documents collected ten years prior (2004) using commercially available NVivo software to qualitatively analyze information. Findings – Results suggest that statistically significant changes in directives have occurred and adaptation to the new Act may already have started to take place at this relatively early date. Practical implications – Insofar as Sweden might be a model for other countries interested in extending their efforts in managing public housing, observations here provide some insights into possible results. Originality/value – This is the first attempt to determine the impact that complying with “businesslike principles” has on operations in Swedish housing, which tends to be a model of effectiveness in the global housing sector.

The political economy of English public services reform and implications for management knowledges in health care organizations

2018 ◽  
Author(s):  
Ewan Ferlie ◽  
Sue Dopson ◽  
Chris Bennett ◽  
Michael D. Fischer ◽  
Jean Ledger ◽  
...  
Keyword(s):  
Political Economy ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Health Care Organizations ◽  
Public Agencies ◽  
Political Issue ◽  
Management Reform ◽  
New Public

This chapter explores, in greater depth, the idea floated in the Introduction that the macro-level political economy of public services reform can exert effects on preferred management knowledges at both national and local levels. We argue that an important series of New Public Management reforms evident since the 1980s have made UK public agencies more ‘firm like’ and receptive to firm-based forms of management knowledge. We characterize key features of the UK’s long-term public management reform strategy, benchmarking it against, and also adding to, Pollitt and Bouckaert’s well-known comparativist typology. We specifically add to their model a consideration of the extent to which public management reform is constructed as a top-level political issue.

EXPRESS: Exploring the dynamics of slack in extreme contexts: A practice-based view

2021 ◽  
pp. 001872672110077
Author(s):  
Geoffrey Leuridan ◽  
Benoît Demil
Keyword(s):  
Public Management ◽  
Critical Care Unit ◽  
New Public Management ◽  
Ethnographic Study ◽  
New Public ◽  
Management Context ◽  
Production Practices ◽  
Extreme Contexts ◽  
Organizational Literature

Organizations that operate in extreme contexts have to develop resilience to ensure the reliability of their operations. While the organizational literature underlines the crucial role of slack when facing unanticipated events, a structural approach to slack says little about the concrete ways in which organizational actors produce and use this slack. Adopting a practice-based perspective during a 14-month ethnographic study in a French critical care unit, we study the slack practices, which consist in gathering, arranging and rearranging resources from both inside and outside the medical unit. This permanent process is captured in a dynamic model connecting situations, their evolutions and slack practices. Our research highlights the importance of situational slack production practices to ensure resilience. We also argue that these micro-practices are constitutive of the context in which actors are evolving. Finally, we discuss why these slack practices, although essential for ensuring resilience, can be endangered by the New Public Management context.

scholarly journals New public management and budgeting practices in Tanzanian Central Government

2016 ◽  
Vol 6 (4) ◽  
pp. 340-371 ◽  
Author(s):  
Andrew Goddard ◽  
Tausi Ally Mkasiwa
Keyword(s):  
Public Management ◽  
New Public Management ◽  
Central Government ◽  
Successful Implementation ◽  
Donor Funding ◽  
Policy Makers ◽  
Content Type ◽  
Inductive Research ◽  
New Public ◽  
Research Findings

Purpose The purpose of this paper is to investigate the budgeting practices in the Tanzanian Central Government. New budgeting reforms were introduced following exhortations from the bodies such as the UN, the World Bank and the IMF and reflect the new public management (NPM). Design/methodology/approach A grounded theory methodology was used. This methodology is inductive, allowing phenomena to emerge from the participants rather than from prior theory. This ensures both relevance and depth of understanding. Findings The principal research findings from the data concern the central phenomenon of “struggling for conformance”. Tanzanian Central Government adopted innovations in order to ensure donor funding by demonstrating its ability to implement imposed budgetary changes. Organizational actors were committed to these reforms through necessity and struggled to implement them, rather than more overtly resisting them. Research limitations/implications The research is subject to the usual limitations of case study, inductive research. Practical implications This research has several implications for policy-makers of NPM and budgetary reforms. These include the recognition that the establishment of the rules and regulations alone is not adequate for the successful implementation of budgetary and NPM reforms and should involve a comprehensive view of the nature of the internal and external environment. Originality/value There are few empirical papers of NPM accounting practices being implemented in the public sector of developing countries and none at all based in Tanzania. The paper identifies the existence of struggling to conform to reforms rather than resistance identified in prior research.

Drivers, types and value outcomes of customer-to-customer interaction

2018 ◽  
Vol 28 (6) ◽  
pp. 710-732 ◽  
Author(s):  
Kristina Heinonen ◽  
Elina Jaakkola ◽  
Irina Neganova
Keyword(s):  
Customer Value ◽  
Empirical Studies ◽  
Service Research ◽  
Future Research ◽  
Content Type ◽  
Integrative Framework ◽  
Customer Interaction ◽  
Interaction Research ◽  
Practical Implications

PurposeCustomer-to-customer (C2C) interaction plays a significant role in service. The purpose of this paper is to identify the drivers that motivate customers to interact with other customers, the interactions through which customers affect other customers and the value outcomes of C2C interactions for the participants.Design/methodology/approachThe paper is based on a systematic literature review of C2C interactions. The authors analyzed 142 peer-reviewed articles to synthesize existing knowledge about C2C interactions. A generic value framework is used to categorize earlier research and reveal areas for further research.FindingsThe main outcome of this study is an integrative framework of C2C interaction that bridges C2C interactions and customer value. The findings indicate customer-, firm- and situation-induced drivers of C2C interactions. Outcome- and process-focused C2C interactions are identified to result in functional, emotional and social value outcomes. Avenues for additional research to explore issues related to current technology-saturated service settings are proposed.Research limitations/implicationsThe paper proposes an agenda for future research to extend the C2C interaction research domain and explore how such interactions create value for the customer. The role of the service provider is not explicitly addressed but is an important area for further research.Practical implicationsCompanies can use the framework to understand how they can become involved in and support beneficial C2C interaction.Originality/valueThis paper reviews empirical studies on C2C interaction, offering a systematic review of C2C interaction and producing an integrative framework of C2C interaction. It identifies a research agenda based on the framework and on topical issues within service research and practice.

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