This paper contributes to the ongoing debate on how ICTs can be exploited to support the co-production of public services by exploring the case study of an Italian municipality that is experimenting new forms of governance and co-production practices. We examined the process followed by a network of stakeholders for the co-design and co-delivery of a digital portal for citizens, a single access point to online services, trying to depict the organizational model, the dynamics among the network participants and the opportunities and barriers offered by ICTs to co-production. We identify specific areas in which pitfalls and shortcomings related to the actual achievement of co-production might be practically overcome through digital technology, addressing in particular: capacity building, step-by-step guidance, simplification of handovers, transparency of network status and process accountability, lowering the costs of citizens engagement, continuous evaluation, and sustainability by design.

Challenges and Opportunities for ICT in Co-production: A Case Study of Public Service Innovation in an Italian Municipality

Leonardi, Chiara
;
Not, Elena
2022

Abstract

This paper contributes to the ongoing debate on how ICTs can be exploited to support the co-production of public services by exploring the case study of an Italian municipality that is experimenting new forms of governance and co-production practices. We examined the process followed by a network of stakeholders for the co-design and co-delivery of a digital portal for citizens, a single access point to online services, trying to depict the organizational model, the dynamics among the network participants and the opportunities and barriers offered by ICTs to co-production. We identify specific areas in which pitfalls and shortcomings related to the actual achievement of co-production might be practically overcome through digital technology, addressing in particular: capacity building, step-by-step guidance, simplification of handovers, transparency of network status and process accountability, lowering the costs of citizens engagement, continuous evaluation, and sustainability by design.
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11582/334248
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