New development: ‘Appreciate–Engage–Facilitate’—The role of public managers in value creation in public service ecosystems

Abstract

This article argues for the 'public service ecosystem' as an organizing framework through which to appreciate the interactions and integration of the institutional, service, and individual levels in public service delivery. It offers a heuristic ('Appreciate-Engage-Facilitate') through which to understand and support the role of public managers in value creation at all levels of such ecosystems.IMPACT Public service ecosystems are an increasingly influential concept in public administration and management theory. This article explores their implications for public service management practice. It offers a framework for public service managers to understand how the concept can impact upon their practice. It emphasises the need for practitioners to be able to work across the three levels of the ecosystem identified and how they might most effectively impact upon these levels.

A Research on the Establishment of Total Quality Management in Municipalities

“…The New Public Management offered a 'product-dominant' approach to the public sector (Stephen at al., 2021). Is only "product dominant" approach enough for quality of services?…”

Reaping the benefits of digital transformation through Public-Private Partnership: A service ecosystem view applied to healthcare

“…More specifically, the research findings highlight the initial steps forging the build-up of a viable public service ecosystem. It implies a relational model to enhance value in production throughout the process of public services’ provision (Osborne et al, 2021 ), engaging public and private partners in a collective effort intended to service co-production and value co-creation (Palumbo et al, 2020 ).…”

Barriers and facilitative factors in the provision of first-responder services to persons bereaved following a drug-related death: A qualitative study

“…According to Osborne et al (2021), the meso-level concerns the actors, service processes and improvements and represents the level the managers control the most. An example from the meso-level regarding the importance of functioning structures, clarity in delegation and assignment, and mutual understanding of the systems is illustrated by how the duty of confidentiality gave rise to various interpretations, creating a frustrating barrier to sharing information on the micro-level.…”

“…Public service logic and the public service ecosystem apply a framework for understanding public services and focus on value creation as the purpose of public services. Osborne et al (2021, pp.668–670) address value creation processes as the purpose of public services and argues for an ecological approach to understanding complex organisational interactions and service delivery. The ecosystem offers concepts and an understanding of how public service delivery is integrated and interacts (Osborne et al, 2021).…”