Ulrika Westrup

Fragmented structures and vertical control systems: The Swedish experience of resource utilization in human services

Purpose – The purpose of this paper is to discuss the problem of management systems in human services dealing with children and young people not supporting efficient resource utilization, as well as how to deal with this problem.Design/methodology/approach – This paper is based on six years (2002‐2007) of research into human service organizations with regard to social activities focusing on children and adolescents. The authors conducted this research in collaboration with representatives of social services, health services, schools and pre‐schools in three municipalities in southern Sweden (2002‐2005) and four municipalities and two county councils (2005‐2007) in different parts of Sweden. The researchers met these representatives at seminars held every month. The seminars primarily served the purpose of discussing problems and opportunities, as well as allowing experiences to be exchanged between the representatives.Findings – The circumstances of dependency between social services, schools and pre‐scho...

Service Management Perspective into Welfare Services: A Study of Two Swedish Cases

ABSTRACT The article investigates organizational solutions in welfare services, from a service management perspective. The aim is to highlight important factors in solutions leading to improved efficiency. The empirical material consists of case studies that deal with work on children who have multiple problems and mental illness. Factors behind the increased efficiency include staff coordinating their efforts into a cohesive service process based on both the day-to-day life and the life situation of the child and his/her family. They act in such a way that the child and family receive support enabling them to utilize their own capacity during value creation.

The potential of service dominant logic as a tool for developing public sector services: a study of a Swedish case

Purpose: The purpose of this paper is to analyse and discuss the potential of the service-dominant logic (SDL) as a tool for developing more effective public sector services in practice. Design/methodology/approach: One case concerning a public sector service organization has been studied – a contact centre in a Swedish municipality. The material consists of descriptions of managers’ and co-workers’ experiences of how day-to-day operations are performed to manage services provided to citizens. The material has been gathered via interviews and focus group interviews. Findings: The study found that SDL has something to offer as a tool. SDL indicates that the distinctive features of different kinds of services, the exchange of knowledge and the dependency between actors do not have a high priority in the day-to-day work done at the contact centre. However, SDL cannot actually guarantee that public services will be more effective without including the politicians. Research limitations/implications: The findings only originate from one organization. No service users have participated. Practical implications: When using SDL as a tool for developing public sector services, the role of the politician is crucial. Public service managers must therefore find ways of including politicians in the service system as important and committed actors. Originality/value: SDL, in the context of public sector services, has only previously been studied to a very limited degree empirically. (Less)