The Experts below are selected from a list of 711474 Experts worldwide ranked by ideXlab platform
Stephen P Osborne - One of the best experts on this subject based on the ideXlab platform.
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The SERVICE framework: a Public service-dominant approach to sustainable Public Services
British Journal of Management, 2015Co-Authors: Stephen P Osborne, Zoe Radnor, Tony Kinder, Isabel VidalAbstract:In this paper we argue that the new Public management has been a flawed paradigm for Public Services delivery that has produced very internally efficient but externally ineffective Public service organizations. Subsequently we develop the SERVICE framework for sustainable Public Services and Public service organizations. This framework is rooted within the Public‐service‐dominant business logic and emphasizes the need for a focus on external value creation rather than internal efficiency alone.
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operationalizing co production in Public Services delivery the contribution of service blueprinting
Public Management Review, 2014Co-Authors: Zoe Radnor, Stephen P Osborne, Tony Kinder, Jean MuttonAbstract:We have argued for Public Services to move away from product-dominant logic towards a service approach. By taking a Services orientation, the experience, inter-organizational, 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 co-production.
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risk and innovation towards a framework for risk governance in Public Services
Public Management Review, 2013Co-Authors: Louise Brown, Stephen P OsborneAbstract:This paper focuses upon two complex and related concepts, namely risk and innovation in Public Services. The last two decades have witnessed an increasing policy imperative around using innovation to improve the efficiency and effectiveness of Public Services. Innovation is seen to be inextricably linked to positive risk-taking, and yet little attention has been paid to its governance in the Public service innovation process. This paper argues that existing approaches to risk and innovation are not sufficiently developed and propose a framework of risk governance that aims to address these issues and suggests a research agenda for the future.
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Lean: A failed theory for Public Services?
Public Management Review, 2013Co-Authors: Zoe Radnor, Stephen P OsborneAbstract:‘Lean’ has become a popular approach to Public service reform. In the current era of reduced Public spending, it promises to maintain service productivity, improve utilisa- tion and maintain quality. Drawing on literature and empirical data, this paper will argue that the implementation of Lean to date has been defective – it has focused on the technical tools of implementation without an over-arching business logic to validate it. This paper will argue that Lean can only achieve its potential in Public Services when based within a Public service dominant business logic. Without this, Lean is doomed to fail both as a theory and a set of practices
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delivering Public Services time for a new theory
Public Management Review, 2010Co-Authors: Stephen P OsborneAbstract:In previous articles, I have developed two inter-linked lines of argument. The first has been that the complexity of Public Services delivery in the twenty-first century has moved beyond a situatio...
Zoe Radnor - One of the best experts on this subject based on the ideXlab platform.
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The SERVICE framework: a Public service-dominant approach to sustainable Public Services
British Journal of Management, 2015Co-Authors: Stephen P Osborne, Zoe Radnor, Tony Kinder, Isabel VidalAbstract:In this paper we argue that the new Public management has been a flawed paradigm for Public Services delivery that has produced very internally efficient but externally ineffective Public service organizations. Subsequently we develop the SERVICE framework for sustainable Public Services and Public service organizations. This framework is rooted within the Public‐service‐dominant business logic and emphasizes the need for a focus on external value creation rather than internal efficiency alone.
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operationalizing co production in Public Services delivery the contribution of service blueprinting
Public Management Review, 2014Co-Authors: Zoe Radnor, Stephen P Osborne, Tony Kinder, Jean MuttonAbstract:We have argued for Public Services to move away from product-dominant logic towards a service approach. By taking a Services orientation, the experience, inter-organizational, 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 co-production.
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Lean: A failed theory for Public Services?
Public Management Review, 2013Co-Authors: Zoe Radnor, Stephen P OsborneAbstract:‘Lean’ has become a popular approach to Public service reform. In the current era of reduced Public spending, it promises to maintain service productivity, improve utilisa- tion and maintain quality. Drawing on literature and empirical data, this paper will argue that the implementation of Lean to date has been defective – it has focused on the technical tools of implementation without an over-arching business logic to validate it. This paper will argue that Lean can only achieve its potential in Public Services when based within a Public service dominant business logic. Without this, Lean is doomed to fail both as a theory and a set of practices
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editorial lean in Public Services panacea or paradox
Public Money & Management, 2010Co-Authors: Zoe Radnor, Ruth BoadenAbstract:(2008). Editorial: Lean in Public Services—Panacea or Paradox? Public Money & Management: Vol. 28, No. 1, pp. 3-7.
Steven Van De Walle - One of the best experts on this subject based on the ideXlab platform.
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When Public Services fail: a research agenda on Public service failure
Journal of Service Management, 2016Co-Authors: Steven Van De WalleAbstract:Purpose The purpose of this paper is to review the literature on Public service failure and develop a research agenda for studying Public service failure alongside private service failure. The general Services management literature has devoted relatively little attention to Public Services, whereas developments in the private service management literature have not reached Public management. Design/methodology/approach This is a conceptual paper drawing on the Public management literature. Different failure types and causes are discussed, including service failures that are specific to Public sector settings. This is linked to the specific Public context within which Public Services operate. Customer reactions to Public service failure are then introduced, as well as service recovery. Findings Service failures in a Public and a private context are different. There are different failure types and different standards of failure. Public management literature mainly studies collective and political reactions to service failure, whereas the private service management literature tends to focus on individual reactions. Finally, attention for service recovery was found to be very limited in the Public Services literature. Social implications Studying Public service failure is important because failure can have dramatic consequences for customers, Public organisations, and society. Social inequalities that arise as a result of Public service failure need to have a prominent role in future research. Originality/value This paper develops the concept of Public service failure and sets a novel research agenda for studying processes, causes, and consequences of such failure, as well as Public-private differences.
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Two track Public Services? Citizens' voice behaviour towards liberalized Services in the EU15
Public Management Review, 2012Co-Authors: Sebastian Jilke, Steven Van De WalleAbstract:Is there evidence for the emergence of 'two-track' Public Services, where the wealthiest, best-informed and most assertive customers get the best quality service? In this paper, we use Public opinion data of citizen complaint behaviour from 2000 and 2004 towards Services of general interest in 15 EU countries to provide a first examination of the 'two-track' Public Services hypothesis. The findings only partly support the expectation that socio-economic factors did have a negative impact over time on citizen complaints. While education did not have such an effect, age did. However, these results should be regarded as provisional for various reasons.
Stephen James Martin - One of the best experts on this subject based on the ideXlab platform.
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Public Services inspection in the UK
2008Co-Authors: Howard Davis, Stephen James MartinAbstract:Public Services Inspection in the UK provides a detailed account of the changing role of inspection in Public Services management. It analyses the key debates about the role that inspection plays in increasing Public accountability and encouraging service improvement. Contributors describe current inspection methods across the key Public sectors of education, social care, the criminal justice system, local government Services and healthcare, and examine the underlying issues and tensions associated with Public Services inspection. They compare approaches adopted in different parts of the UK and present evidence that can be drawn on to develop more effective practice, as well as offering recommendations for future policy and research. Public Services Inspection in the UK is essential reading for Public service managers, social workers, policy makers, researchers, academics, students and professionals working in Public Services who have an involvement in the inspection process.
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The future of Public Services inspection
2008Co-Authors: Howard Davis, Stephen James MartinAbstract:Public Services Inspection in the UK" provides a detailed account of the changing role of inspection in Public Services management. It outlines the continuing debates about providing inspection that encourages not only accountability but also effective service provision and best practice.The contributors describe current inspection methods across the key Public sectors of education, social care, local government Services and healthcare, and provide insights into the underlying issues and tensions of Public Services inspection. They compare approaches adopted in different parts of the UK and present evidence that can be drawn on to develop more effective practice, as well as offering recommendations for future policy and research."Public Services Inspection in the UK" is essential reading for Public service managers, social workers, policy makers, researchers, academics, students and those professionals in working in Public Services who have an involvement in the inspection process."Research Highlights in Social Work" series examines areas of particular interest to those in social and community work and related fields. Each book draws together different aspects of the subject, highlighting relevant research and drawing out implications for policy and practice. The project is under the editorial direction of Professor Joyce Lishman, Head of the School of Applied Social Studies at the Robert Gordon University.Social, health and education workers, policy makers, researchers, academics and students as well as professionals in working in Public Services.
Anna Mori - One of the best experts on this subject based on the ideXlab platform.
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Public Services Under Austerity: Structure of the Public Sector and Drivers of Outsourcing
Employment Relations in Outsourced Public Services, 2020Co-Authors: Anna MoriAbstract:The chapter aims to present the administrative and regulatory framework of the Italian Public sector, in terms of employment relations institutions and actors, the collective bargaining structures and the main drivers underpinning outsourcing in Public Services. The objective is to provide an informative institutional background to frame and understand the processes of outsourcing in Public Services in the country and the consequences for working conditions, trade unions, employment relations and the role of the state. Hence, after an introductory administrative overview of the country, the chapter presents the main transformations and reforms of Public sector employment relations and the country-specific institutions and structure of collective bargaining. The following section describes the most relevant social partners in the Public Services, their organisational structure and composition. A final section examines the main drivers of outsourcing in Italy, including both the austerity measures that, in the aftermath of the economic crisis, imposed retrenchment in the Public administrations as well as legislative interventions promoting market competition in Public Services.
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Employment Relations in Outsourced Public Services: Working Between Market and State
Employment Relations in Outsourced Public Services, 2020Co-Authors: Anna MoriAbstract:This introductory chapter aims to contextualise the phenomenon of outsourcing of Public Services in Europe within a broader agenda tracing the links among austerity policies, a swelling marketisation trajectory in the Public service sector and the neoliberal political agenda. Hence, after a brief introduction, the chapter presents the main research questions and challenges animating the book, namely the examination of the consequences of outsourcing of Public Services for working conditions, employment relations institutions, trade unions and the role of the state, placing these developments in a wider framework that incorporates the legacy of the national models of Public administration and employment relations regimes in the Public sector. Then, a methodological section introduces the approach and the research design. Finally, the chapter reviews the main debates informing the book, drawing from the comparative Public administration and comparative employment relations literature: the marketisation and neoliberal trajectory of Public service transformation; the ping-ponging debate on convergence vs enduring differences in Public sector national regimes; and the role of the state in Public Services.
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The Search for Public Services Efficiency: Structure of the Public Sector and Drivers of Outsourcing
Employment Relations in Outsourced Public Services, 2020Co-Authors: Anna MoriAbstract:The chapter aims to present the administrative and regulatory framework of the Danish Public sector, as in terms of employment relations institutions and actors, the collective bargaining structures and the main drivers underpinning outsourcing in Public Services. The objective is to provide an informative institutional background for framing and understanding the processes of outsourcing in Public Services in the country and the consequences for working conditions, trade unions, employment relations and the role of the state. Hence, after an introductory administrative overview of the country, the chapter presents the main transformations and reforms of Public sector employment relations and the country-specific institutions. The following section describes the most relevant social partners in the Public Services and their organisational structure and composition. A final section examines the main drivers of outsourcing in Denmark and, in particular, the policy plans promoting market competition in Public Services.
