A CHANGING SOCIETY

Society has changed and people are getting used to much more choice in their personal life and as consumers, so they have higher expectations on how the government should deal with them and how they get their public services.

The co-production of government services with citizens is one way that can help governments provide better public services. However, they can involve some risks, which governments need to take into account.

RE-THINKING SERVICES

• Governments delivering public services are currently facing fiscal pressures,
• New demands in the context of ageing and more diversified societies,
• Tight budgetary environments are placing unprecedented constraints on current models of service delivery, 
• Complex societal problems (e.g. ageing populations, climate change, spread of chronic illnesses).

CITIZENS FOR INNOVATION AND CHANGE

• Governments are looking to citizen input as a source of innovation and change,
• New importance on innovative approaches to build a more efficient and effective public sector.

BETTER SERVICES TOGETHER

• Engaging citizens in the design, production & delivery of services leads to higher user satisfaction,
• Potential for cost reduction,
• Some pilot programmes have delivered increased value for money,
• Need to investigate any unintended consequences, e.g. costs are shifted onto users & citizens.

WHO'S ACCOUNTABLE? 

• A shift in power between service providers and users,
• Public sector staff seen as advisers rather than producers,
• Requires change management and developing new knowledge & skills, 
• Challenges existing organisational values has implications for accountability.

HOW IS SUCCESS MEASURED? 

• Successful co-production depends leadership, capacity (technology, peer support) & incentives,
• Aligning financial incentives can improve efficiency and accountability, 
• Openness, freedom to experiment, and risk management contribute to successful co-production.