This thesis explores the co-production of public services in the case of asylum seekers in Glasgow. It makes contributions on the theoretical and empirical levels. First, it integrates two theoretical standpoints on co-production from the public administration/management and services management literatures. This integration forms the basis for the development of an original conceptual framework which differentiates three modes of co-production at the level of the individual service user: consumer co-production; participative co-production; and enhanced co-production. The thesis then extends co-production to consider organizational modes, considering specifically the role of voluntary and community organizations (VCOs) in the production of services. This discussion contributes to the expansion of the conceptual framework, by introducing the concepts of co-management and co-governance to refer to VCOs co-production in service delivery and in service planning and delivery, respectively. The result is the development of a ‘Typology of Co-production’ which differentiates all five types of co-production according to who co-produces public services and when. These two conceptual frameworks are used to explore the case of asylum seekers and the social welfare services they receive in Glasgow. The case of asylum seekers is particularly interesting given the marginal nature of the group and their legal position as non-citizens. This serves to sharpen the focus on co-production. Three research questions emerged from the theoretical work which are explored in the case of asylum seekers: to what extent is co-production dependent upon citizenship? Can co-production act as a conduit to build social inclusiveness and citizenship? And is individual service user co-production a prerequisite for co-production and partnership working by public service organizations? The study took a mixed methods approach, consisting of policy/practice interviews, a small survey of public service organizations providing services to asylum seekers and an embedded case study design of Glasgow, which involved a series of interviews, observations and document analysis. The empirical context provided a fertile ground to explore and better understand the five types of co-production differentiated in the theory. It further suggests that citizenship is not a prerequisite for each mode of co-production and also that the co-production of public services can positively impact the lives of asylum seekers, particularly around issues of integration.

This thesis develops our understanding of the roles and processes underlying the co-production of public services. The co-production concept encapsulates the joint contribution made by service users and service providers to the delivery of services, acknowledging the expertise, inputs and role of service users. There has been an expanding stream of literature within the public management field focusing on co-production, recently enhanced through combinatory insights drawn from the service management literature. The thesis builds on this perspective, and addresses a current gap in understanding regarding the processes and roles that underpin the concept of co-production. In particular the research questions consider: the factors that facilitate co-production; the features of co-production that are evident within everyday service interactions; how service users and employees interact within the processes of co-production; and how these impact upon the delivery of public services at an individual level. The research for the thesis is undertaken within the context of community health and social care services for older people, at two locations in Scotland. An interpretivist, constructionist approach is taken to the inductive study which adopts a qualitative case study methodology. The research findings are drawn from semi-structured interviews with managers, older people and employees delivering services, together with observations of meetings and service interactions. Extant research has often conflated the roles of employees and public service organisations, and equal attention is rarely paid to the co-productive roles of service users and employees. The study makes a theoretical contribution by: developing the concept of active co-production; highlighting the complexities of the roles and processes underpinning co-production; revealing the different types of learning occurring within co-production; and developing a model to explicate the processes that combine the expertise of older people and employees, during the delivery of public services. On a practical level the study also highlights how more advanced and ‘active’ forms of co-production have developed, and the impact this has on the delivery of health and social care services for older people in Scotland.

Submitted by Maicon Juliano Schmidt (maicons) on 2015-07-20T13:46:14Z No. of bitstreams: 1 Carlos Henrique Benevenuto Rech.pdf: 1068014 bytes, checksum: c9904bf8f8682ca8fbe74f92302643a8 (MD5) / Made available in DSpace on 2015-07-20T13:46:14Z (GMT). No. of bitstreams: 1 Carlos Henrique Benevenuto Rech.pdf: 1068014 bytes, checksum: c9904bf8f8682ca8fbe74f92302643a8 (MD5) Previous issue date: 2014-06-24 / Nenhuma / Este trabalho analisou as capacidades organizacionais e operacionais de um banco para a coprodução de serviços de telecomunicações de dados. Nele, o construto capacidade para coprodução de serviços de telecomunicação foi operacionalizado através da mensuração de oito dimensões formadoras das capacidades organizacionais e operacionais de coprodução de serviços, desenvolvidas em estudo exploratório anterior de Teixeira (2010) e ampliado através de estudo posterior desenvolvido por Przyczynski (2013). Buscando ampliar os estudos desenvolvidos por esses autores, foi selecionada uma grande instituição financeira no Brasil para aplicação de pesquisa que contou com uma amostra final de 299 agências. Os resultados estatísticos demonstraram que 6 construtos são responsáveis por 27,8% da percepção de falhas. Também sugeriu que os construtos Capacitação Funcional, Gerenciamento de Instalações e Gerenciamento de Equipamentos exercem maior influência sobre Percepção de Falhas, seguidos de Planejamento Estratégico e, por fim, Segurança. Quanto à significância, Capacitação Funcional foi altamente significativa, seguida de Gerenciamento de Equipamentos e Gerenciamento de Instalações. / This work analyzed the organizational and operational capabilities of a bank for co-production of data telecommunications services. The construct ability to co-produce telecommunication services has been operationalized through the measurement of eight dimensions forming organizational and operational capabilities of service co-production, developed in previous exploratory study of Teixeira (2010) and expanded later by study developed by Przyczynski (2013). Seeking to expand the studies developed by the authors, a large financial institution in Brazil has been selected in order to apply the survey instrument to a final sample of 299 branches. Statistical results show that 6 constructs are responsible for 27.8% of service failure. Results also suggest that the constructs Functional Training, Facilities Management and Equipment Management exerts greater influence on Perception of Failure, followed by Strategic Planning and, finally, Security. As for significance, Functional Training was highly significant, followed by Equipment Management and Equipment Facilities.