Understanding Improvements: Value Creation in Public Service Systems
Doctoral thesis, 2024
Public service systems face increasing demands for improvements due to societal complexities and evolving needs. This thesis delves into the multifaceted realm of public administration and management (PAM), focusing on improvements in public service systems. Drawing from diverse literature within PAM, such as public service systems, value creation and destruction, and public value, as well as literature on improvements and change management, the study navigates the complexities of addressing contemporary societal challenges.
The thesis is set in the context of the Swedish tax-funded service of sick leave benefits – a service with staggering annual societal costs. Through five studies, the thesis addresses three research questions, primarily using a qualitative, action research-based approach with data collection methods including interviews, focus groups, group interviews, a survey, and observations. The purpose, “To increase the understanding of how to improve value creation for the beneficiaries in public service systems”, guides the research.
The thesis addresses the characteristics of improvements in public service systems, including a typology for change management in public service organizations, the need for improvements to cross hierarchical, professional, and organizational borders, the necessity of performing improvements in sequence, the simultaneous creation and destruction of value for multiple beneficiaries, and influencing factors for value destruction stemming from the meso level.
Moreover, the thesis addresses the complex nature of value creation and destruction in public service systems, considering the different roles of beneficiaries. The notion of value is examined through the reasons for value destruction, proposing a nuanced understanding of value creation and destruction, and emphasizing the role of beneficiaries beyond the immediate service users. In this context, the ‘customer’ of public services is defined through the lens of PAM literature and the concept of co-production, drawing inspiration from quality management principles.
By infusing improvements and change management into the realm of public sector services, this thesis contributes to a deeper understanding of how to improve value creation in public service systems, enabling practitioners and policy makers to improve their improvements.
The thesis is set in the context of the Swedish tax-funded service of sick leave benefits – a service with staggering annual societal costs. Through five studies, the thesis addresses three research questions, primarily using a qualitative, action research-based approach with data collection methods including interviews, focus groups, group interviews, a survey, and observations. The purpose, “To increase the understanding of how to improve value creation for the beneficiaries in public service systems”, guides the research.
The thesis addresses the characteristics of improvements in public service systems, including a typology for change management in public service organizations, the need for improvements to cross hierarchical, professional, and organizational borders, the necessity of performing improvements in sequence, the simultaneous creation and destruction of value for multiple beneficiaries, and influencing factors for value destruction stemming from the meso level.
Moreover, the thesis addresses the complex nature of value creation and destruction in public service systems, considering the different roles of beneficiaries. The notion of value is examined through the reasons for value destruction, proposing a nuanced understanding of value creation and destruction, and emphasizing the role of beneficiaries beyond the immediate service users. In this context, the ‘customer’ of public services is defined through the lens of PAM literature and the concept of co-production, drawing inspiration from quality management principles.
By infusing improvements and change management into the realm of public sector services, this thesis contributes to a deeper understanding of how to improve value creation in public service systems, enabling practitioners and policy makers to improve their improvements.
public service systems
Value creation
beneficiary
change management
sick leave benefit
improvements
public administration and management
customer
value destruction
public sector
Author
Daniel Gyllenhammar
Chalmers, Technology Management and Economics, Innovation and R&D Management
Value creation and destruction involving multiple public service organizations: a focus on frontline employees
Public Management Review,;Vol. In Press(2023)
Journal article
Theory and practice of customer-related improvements: a systematic literature review
Total Quality Management and Business Excellence,;Vol. 34(2023)p. 201-219
Journal article
How to facilitate improvements in public service systems: propositions for action
International Journal of Quality and Reliability Management,;Vol. 40(2023)p. 1429-1448
Journal article
Gyllenhammar, D., Eriksson, H., & Alexandersson, P. Why Improvements fail in Public Service Systems: Value destruction from a meso level perspective
Gyllenhammar, D. A Typology of Change Management in Public Administration and Management
Public service systems are under pressure to improve due to the complexities and changing needs of modern society. This thesis explores how to improve public service systems, focusing on public administration and management (PAM). Drawing from various literature streams within PAM, such as value creation and destruction, public value, and public service systems, as well change management and quality management theories, the thesis seeks to increase the understanding of improvements in public service systems.
The research is based on the Swedish sick leave benefits system, a service with staggering annual costs; in 2022 it amounted to 71 billion SEK. Through five studies, the thesis answers its research questions by using interviews, focus groups, surveys, and observations. The purpose is to understand how to create more value for those who benefit from the public service system.
The thesis highlights several key points:
- Improvements in public services are challenging due to inherent complexity and lack of knowledge in the area.
- Effective improvements require crossing different organizational levels and professional boundaries.
- Improvements should be done in sequential steps, considering the simultaneous creation and destruction of value for different actors.
- Understanding who benefits from public services is crucial, as improvements for one group can negatively impact another group.
The thesis also highlights that there are ‘gaps’ in the current public service system, which pose risks to the citizens who rely on these services. Furthermore, the thesis provides insights into how to manage change in public services, helping practitioners and policymakers improve their improvements.
In summary, this thesis contributes to a better understanding of how to improve value creation in public service systems, offering practical insights and guiding future research in the field.
The research is based on the Swedish sick leave benefits system, a service with staggering annual costs; in 2022 it amounted to 71 billion SEK. Through five studies, the thesis answers its research questions by using interviews, focus groups, surveys, and observations. The purpose is to understand how to create more value for those who benefit from the public service system.
The thesis highlights several key points:
- Improvements in public services are challenging due to inherent complexity and lack of knowledge in the area.
- Effective improvements require crossing different organizational levels and professional boundaries.
- Improvements should be done in sequential steps, considering the simultaneous creation and destruction of value for different actors.
- Understanding who benefits from public services is crucial, as improvements for one group can negatively impact another group.
The thesis also highlights that there are ‘gaps’ in the current public service system, which pose risks to the citizens who rely on these services. Furthermore, the thesis provides insights into how to manage change in public services, helping practitioners and policymakers improve their improvements.
In summary, this thesis contributes to a better understanding of how to improve value creation in public service systems, offering practical insights and guiding future research in the field.
Improvement of sick leave processes
Region Västra Götaland (6080001), 2018-12-19 -- 2020-12-31.
Subject Categories
Health Care Service and Management, Health Policy and Services and Health Economy
Economics and Business
Public Administration Studies
Areas of Advance
Health Engineering
ISBN
978-91-8103-123-2
Doktorsavhandlingar vid Chalmers tekniska högskola. Ny serie: 5581
Publisher
Chalmers