Co-production as a co-creation or co-destruction process? An internal evaluation of a co- production exercise with family caregivers living in a rural and remote area  

Abstract

Background: Co-production has been widely recognized as a plausible means to reduce the dissatisfaction of service users, the inefficacy of service providers, and conflicts in relations between the former and the latter. However, this enhancement of co-production has started to be questioned: co-production is not always a panacea, and its effects may not always be fruitful. To understand and prevent unsuccessful user and provider collaboration, the recent literature has begun to focus on the causes of co-destruction. This paper investigates how the possible limiting factors that arose during the co-production of a new social service with family caregivers of older patients living in a rural and remote area might influence the process of co-creation and/or co-destruction. Methods: To investigate this topic, we performed a single case study by considering a longitudinal project (Place4Carers) intended to co-produce a new social care service with and for the family caregivers of elderly patients living in a rural and remote area. We organised collaborative co-assessment workshops and semi-structured interviews to collect the views of family caregivers and service providers on the co-production process. As part of the research team that participated in the co-production process, we contributed to the analysis with a reflexive approach. Results: The results confirmed that the project experienced both the processes of co-creation and co-destruction. Some dimensions are crucial in such processes. In particular, the dimension related to trust in the promoter of a project and the other partners can determine its success or failure. Moreover, the level and effectiveness of engagement and creating a cohesive partnership among partners are key aspects for a co-creative project. Conclusions: Our article confirms that the co-creation and co-destruction processes coexist. The role of researchers and service providers is to prevent or remedy co-destruction effects. To this end, we suggest that in co-creative projects more time should be spent on creating mutual trust through conviviality among participants, and institutions should foster collaborative research in order to help organizations that are not used to working together. Hence, particular attention should be paid to internal evaluative procedures.

Dimensi Interaksi Penyedia-Penerima dalam Perkhidmatan Sokongan Sosial untuk Pembangunan Syarikat PKS: Kajian Kes Majlis Amanah Rakyat (MARA)

“…Sampson dan Froehle (2006) pula menambah bahawa proses perkhidmatan bergantung kepada input dan penyertaan pelanggan atau penerima perkhidmatan serta pembekal perkhidmatan lain yang menyumbang sumber tenaga kerja, infrastruktur dan maklumat bagi tujuan penyediaan pakej perkhidmatan. Faktor-faktor inilah yang akan menentukan keberkesanan proses interaksi antara penyedia dan penerima (Gheduzzi et al 2020). Akhirnya Vargo (2008) meluaskan definisi perkhidmatan sebagai penggunaan sumber pembekal untuk faedah pelanggan atau penerima perkhidmatan dan pihak yang berkepentingan.…”

“…Walaupun para sarjana bidang pengurusan menekankan keperluan kepada interaksi yang aktif antara keduadua belah pihak penyedia dan penerima perkhidmatan dalam sesuatu proses perkhidmatan, sehingga kini, kajian mengenainya masih kurang diberi tumpuan (Gheduzzi et al 2020) terutama dalam konteks perkhidmatan awam (Van de Walle 2016). Ternyata bahawa teori dan perspektif sedia ada belum lengkap untuk menjelaskan sepenuhnya tentang interaksi dalam perkhidmatan sokongan sosial yang matlamat utamanya ialah pembangunan sosial.…”