Co-production of Digital Services: Definitions, Frameworks, Cases and Evaluation Initiatives - Findings from a Systematic Literature Review

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

“…Our review reveals that the initiatives examined focused on a variety of policy sectors, yet the majority of the articles focused on e-government services, followed by social health and social care and mobility. In this regard, our results confirm previous reviews on the topic, which identified that social policy and the health sector are among the predominant focus of research (e.g., Almeida et al 2018;Clifton et al 2020;Voorberg et al 2015;Jukić et al 2019). In addition, most of the articles selected ( 14) are single case studies or comparative cases in single countries (nine).…”

“…Finally, it is relevant to notice the limited number of empirical cases that describe and examine cocreation initiatives which might imply that either there is still a lack of empirical evidence or that the challenges related to the implementation of public service co-creation in digital settings are greater than the benefits. The latter might suggest that co-creation is still in its infancy (see also Almeida et al 2018). As Clifton et al (2020) suggested in their review on ICT-enabled co-production, governments have not highly promoted the implementation of co-production processes in digital settings despite the "rhetorical enthusiasm".…”

“…Public service setting and policy field (Nabatchi et al 2017) Location of co-creation initiatives (Clifton et al 2020) Phases of public service cycle (Nabatchi et al 2017) ) Aims of co-creation initiatives (Voorberg et al 2015) Co-creators actors (Nabatchi et al 2017) Tools and strategies to co-create (Almeida et al 2018) Benefits of public service co-creation (Nabatchi et al 2017) (Voorberg et al 2015) Challenges of public service co-creation (Voorberg et al 2015) Most of the previous systematic literature reviews have provided a comprehensive overview of the different aspects of co-creation, such as co-creation definition (Almeida et al 2018), barriers and enablers (Amorim Lopes and Alves 2020; Clifton et al 2020;Sicilia et al 2019;Voorberg et al 2015), and theoretical backgrounds (Jukić et al 2019), among others. Nevertheless, our scoping review aims to explore the specific dimensions related to the implementation of the co-creation of public services in digital settings with a focus on empirical evidence (see Table 1).…”

“…Nevertheless, research on how co-creation works and on how the implementation of public service co-creation processes can realize the promised outcomes in digital contexts remains limited (Almeida et al 2018;Sicilia et al 2019; see also Ansell and Torfing 2021). On the one hand, it seems that the increasing interest in public services co-creation is not translated into its implementation (Almeida et al 2018). On the other hand, empirical research that discusses the actual implementation of co-creation initiatives remains scarce.…”

Políticas e Estratégias para a Transformação dos Serviços Públicos Digitais nos Governos Federal e do Estado de Mato Grosso

“…Ressalta-se a necessidade de os e-serviços públicos serem transformacionais, em vez de meramente responsivos, de forma a identificar novas oportunidades e soluções inovadoras para atender as demandas do cidadão. A coprodução de e-serviços públicos é uma das estratégias que tem sido usadas (Almeida et al, 2018). Neste sentido, ainda são necessários estudos com levantamentos de conceitos e estratégias que têm sido adotadas para o real entendimento de como o Governo pode implementar tais práticas.…”