Tony Kinder

Operationalizing Co-Production in Public Services Delivery: The contribution of service blueprinting

Abstract We have argued for public services to move away from product-dominant logic towards a service approach. By taking a services orientation, the experience, inter-organizational, and systemic nature of public services delivery can be considered along with the role of the service user as a co-producer. In this article, we unpack how co-production can be operationalized through the application of service blueprinting. This article presents an example within higher education where the creation of a blueprint brought together staff and students to focus on the design of student enrolment, resulting in improved student experience and supporting co-production.

Go with the flow--a conceptual framework for supply relations in the era of the extended enterprise

The paper analyses the changes that an extended enterprise model of firms introduces into supply relations. After outlining the nature and characteristics of extended enterprises and the evolving nature of supply relations, the paper suggests a tool for supply network policy makers and a practical benchmarking tool for sectoral supply network management. It introduces the idea of value streams and flows and illustrates with empirical evidence from West Lothian, Scotland how and why supply networks are conduits of value and knowledge. The paper suggests how the value flow benchmarking tool may be used to approach decisions on the use of e-procurement and concludes with suggestions for further research.

A sociotechnical approach to the innovation of a network technology in the public sector – the introduction of smart homes in West Lothian

The paper argues that some conventional tools guiding innovation processes inadequately analyse problems arising from blending telematics with public service integration in areas of complex service provision. Also uses Molina’s diamond of alignment, and Nicoll’s contextual usability conceptual approaches to analyse a case study on the introduction of smart housing in West Lothian, Scotland.

Emerging e‐commerce business models: an analysis of case studies from West Lothian, Scotland

The paper surveys existing theory of e‐commerce business models and associated conceptual instruments. It employs three original case studies of SMEs using e‐commerce to demonstrate the dynamic nature of e‐commerce business models for networked SMEs. The idea of evolutionary business planning based upon Molina’s sociotechnical constituency approach and the diamond of alignment is introduced.

Learning, Innovating and Performance in Post-New Public Management of Locally Delivered Public Services

Abstract Commenting upon strands of post-new public management (NPM) debate, including Lapsley (2009) and Osborne (2010a) the article argues that as local public service organizations enter the age of austerity, performance driven by innovation and learning, will be an important feature of any NPM paradigm. The article suggests a theoretical framework for innovation in local public services: listening and learning, illustrating its usefulness by a case study of West Lothian Council, Scotland.

Social innovation in services: technologically assisted new care models for people with dementia and their usability

The holy grail of service innovation is improved quality at a lower cost. West Lothian in Scotland has developed a new care model for people with dementia and the elderly based upon technologically supported independent living. Referencing ten years of participant-observation in the integrated care processes creating this model, the author presents a case study of West Lothian smart housing from the viewpoint of social innovation. Six conceptual tools are introduced which are helpful in guiding and analysing local service social innovation. Mulgans (2005) four characteristics of social innovation structure this analysis. The paper argues that social innovation in local services is non-linear and open in character and successful where the psychic distance between service provider and users is low.

Vote early, vote often? Tele¿democracy in European cities

This paper presents the detailed results of an empirical survey on tele–democracy in 31 European cities covering 14 states. It shows that progressive city–administrations in Europe are early adopters of tele–democracy with a diffusion rate of 72 per cent. Analysis of the survey results illustrates that cities are using tele–democracy to improve service access and the quality of services. This research shows that electronic or Internet voting is a priority for only a minority of cities. The paper suggests a typology of tele–democracy and makes wide–ranging policy suggestions. In the debate over whether information and communications technologies will have a beneficial or detrimental effect on the quality and legitimacy of local government, this paper takes an optimistic stance based on the evidence of the survey.

The use of Call Centres by local public administrations

European local public administrations (PA) are rapidly adopting information and communications technologies often with a view to offering e-commerce. Call Centres (CCs) feature prominently in the technology mix used by private sector e-commerce, but as a survey in this paper shows, CCs are less often used in public sector. This paper analyses the differences between private and public sector commerce and their implications for public sector e-commerce and its prospective use of CCs over the next ten years. It outlines the evolution of CC technologies and argues that current developments make the technology increasingly appropriate for the public sector. A model of e-commerce featuring connectivity, interactivity and agility is developed in the paper. From this it is concluded that many of the advantages from the use of CCs by PAs, are in system integration and process re-engineering — attributes positioned in terms of bridging technology and acting as a learning organisation. From this perspective, the paper concludes that CCs are likely to increasingly feature in the information and communications technology-mix for e-commerce delivery of PAs over the next ten years.

National systems of innovations, industrial clusters and constituency-building in Scotland's electronics industry

This paper is concerned with the development of sustainable industrial capabilities, understood as a countrys ability to shape significantly the content, direction and dynamism of the long-term evolution of target industrial clusters. It purports, on the one hand, to advance the existing theoretical apparatus to deal with the understanding and practice of processes of industrial clusters and innovative capabilities; and, on the other, to implement this theoretical apparatus to the practical experience of electronics cluster fostering in Scotland. The theoretical work focuses on the integration of fundamental insights of industrial clusters and national systems of innovation (NSI) approaches with insights coming from the socio-technical constituencies (STC) approach. The empirical work concentrates on the analysis of the depth and sustainability of Scotlands electronics clustering experience, with particular emphasis on the governance dominating its evolution.

The use of the Internet in recruitment—case studies from West Lothian, Scotland

Abstract This paper analyses the use of the Internet in recruitment processes using a new model for decomposing e-commerce. It presents two case studies from central Scotland: one, Cadence, is a significant knowledge-based inward investor; the other, Melville Craig, the premier staffing agency in Scotland. A methodology and model for e-commerce are outlined and used to analyse the Internet offers of searchers, finders and intermediaries in recruitment processes. The paper argues that the use of the Internet in recruitment processes is likely to generalise, alter the interface between some internal and external labour markets and adjust present patterns of intermediation in labour markets. It is further suggested that the conceptions behind current research programmes in labour market theory may require re-thinking in the light of the use of the Internet. The paper concludes by highlight a range of public policy issues.