This thesis presents a body of work for the award of the Professional Doctorate in Social Work. Presented as three discrete but connecting projects, it is united by a broad interest in criminal justice sanctions and services and by a particular interest in the progression of participatory, person-centred and progressive approaches within that space. Project one consists of a recognised prior learning claim for 50% of the award and draws on four peer-refereed published papers. The first three papers contribute to developing criminological and professional debate on ‘what works?’ in supporting desistance from crime. The final paper locates recent justice ‘developments’ within Bauman’s analysis of consumerism and related debates about the commodification of public services. Project two reports on a funded study that set out to evaluate the impact of a staff training programme on the practice of community service supervision within a Scottish local authority. The commission and focus of this project reflects sustained attention to questions of what works in reducing re-offending and supporting desistance within community sanctions, and the reconsideration of these questions in spaces traditionally constructed in punitive rather than rehabilitative terms. The findings suggest that community service can provide people who offend with important opportunities for progression, desistance and change and that staff training has an important contribution to make to the progression of these outcomes. However, the findings also indicate that staff training is one of many important variables in this complex and multi-dimensional endeavour. Connecting with the above themes, the final and most substantial project presented explores the place and potential of those sentenced within criminal justice sanctions and services. Specifically, it explores the potential of co-production within this complex, contested and constrained space. As will be demonstrated, this is an important and topical area of inquiry, as are the methods used to progress it. The conclusion of this project is that co-production matters in justice. The detail and implications of this conclusion for justice policy, practice and research are discussed and explored.

Service providers have long recognized that their customers play a vital role in the service delivery process since they are not only recipients but also producers, or co-producers, of the service delivered. Moreover, in the particular context of self-service technology (SST) offerings, it is widely recognized that customers’ knowledge, skills and abilities in co-producing the service are key determinants of the services’ adoption and usage. However, despite the importance of customers’ capabilities, prior research has not yet paid much attention to the mechanisms by which service providers can influence them and, in turn, how the providers’ efforts affect customers’ use of the service. This dissertation addresses research questions associated with the role of a provider’s technology support and education in influencing customer use of an SST, namely public cloud computing infrastructure services. The unique datasets used to answer these research questions were collected from one of the major global providers in the cloud infrastructure services industry. This research context offers an excellent opportunity to study the role of technology support since, when adapting the standardized and commoditized components of the cloud service to their individual needs, customers may face important co-production costs that can be mitigated by the provider’s assistance. Specifically, customers must configure their computing servers and deploy their software applications on their own, relying on their own capabilities. Moreover, the cloud’s offering of on-demand computing servers through a fully pay-per-use model allows us to directly observe variation in the actual use customers make of the service. The first study of this dissertation examines how varying levels of technology support, which differ in the level of participation and assistance of the provider in customers’ service co-production process, influence the use that customers make of the service. The study matches and compares 20,179 firms that used the service between March 2009 and August 2012, and who over time accessed one of the two levels of support available: full and basic. Using fixed effects panel data models and a difference-in-difference identification strategy, we find that customers who have access to full support or accessed it in the past use (i.e., consume) more of the service than customers who have only accessed basic support. Moreover, the provider’s involvement in the co-production process is complementary with firm size in the sense that larger firms use more of the service than smaller ones if they upgrade from basic to full support. Finally, the provider’s co-participation through full support also has a positive influence on the effectiveness with which buyers make use of the service. Firms that access full support are more likely to deploy computing architectures that leverage on the cloud’s advanced features. The second study examines the value of early proactive education, which is defined as any provider-initiated effort to increase its customers’ service co-production related knowledge and skills immediately after service adoption. The study analyzes the outcome of a field experiment executed by the provider between October and November 2011, during which 366 randomly-selected customers out of 2,673 customers that adopted during the field experiment period received early proactive education treatment. The treatment consisted in a short phone call followed up by a support ticket through which the provider offered initial guidance on how to use the basic features of the service. We use survival analysis (i.e., hazard models) to compare the treatment’s effect on customer retention, and find that it reduces by half the number of customers who leave the service offering during the first week. We also use count data models to examine the treatment’s effect on customers’ demand for technology support, and find that the treated customers ask about 19.55% fewer questions during the first week of their lifetimes than the controls.

京都大学 / 0048 / 新制・課程博士 / 博士(地球環境学) / 甲第22104号 / 地環博第190号 / 新制||地環||37(附属図書館) / 京都大学大学院地球環境学舎地球環境学専攻 / (主査)教授 西前 出, 教授 小林 広英, 准教授 鬼塚 健一郎 / 学位規則第4条第1項該当 / Doctor of Global Environmental Studies / Kyoto University / DGAM

Abstract This study examines the phenomenon of end-user engagement in innovative public procurement. Innovative public procurement aims at satisfying human needs and fixing societal problems by enhancing the development of innovative products, services or processes. To understand the functions expected from procurement, collaborative interfaces, such as interaction with citizen communities, become instrumental for innovations to materialise. In contrast to the existing debate on innovative public procurement focused on broad policy issues or the dyadic relationship between procurer and supplier parties, the interest of this study lies in the micro-level interaction within the inter-organisational triad of public-sector procurer, private-sector supplier and public-service end-user. Value creation via end-user engagement is examined in the study through the three issues of co-creation activities, end-user roles and procurer capabilities. The empirical findings are based on a qualitative case approach to four innovative public property procurement projects in northern Finland. The primary data are generated through interviews and participant observation on relevant procurer, supplier, end-user and expert informants. The results of the thesis highlight the need to further place end-user interaction at the heart of developing public procurement procedures. First, the study categorises end-user engagement activities following the key principles of value co-creation in dialogue, access, risk assessment and reflexivity as well as transparency related actions. Second, the study identifies four end-user roles, conventional, cooperative, collaborative or controlling roles, each of which embodies different value potential according to the procurement situation. Third, adopting a user-centred approach to public procurement calls for an experimental culture that enables the procurer’s capabilities of learning-by-doing, alliancing and networking as well as the evaluation of external support to take place. By integrating the debate of public service co-production into the public procurement context, the study contributes to both innovative public procurement and public service management discussions. From a practitioner’s perspective, the main motivation to use innovative public procurement should not be financial savings, but the added value-in-use and well-being of the public. / Tiivistelmä Tämä väitöskirja tutkii loppukäyttäjien sitouttamista innovatiivisissa julkisissa hankinnoissa. Innovatiiviset julkiset hankinnat pyrkivät täyttämään ihmisten tarpeita ja vastaamaan yhteiskunnallisiin ongelmiin tehostamalla innovatiivisten tuotteiden, palveluiden ja prosessien syntymistä. Ymmärtääkseen hankinnalta vaaditun toiminnallisuuden, yhteistyö julkisia palveluita käyttävien kansalaisten kanssa on elintärkeää innovaatioiden materialisoitumiselle. Siinä missä innovatiivisten hankintojen keskustelu on nykyisellään keskittynyt erityisesti hankintapolitiikkaan ja dyadiseen suhteeseen tilaajan ja toimittajan välillä, tämä tutkimus keskittyy vuorovaikutuksen tarkasteluun mikrotasolla triadisessa suhteessa julkisen sektorin tilaajan, yksityisen sektorin toimittajan ja julkisen palvelun loppukäyttäjän välillä. Loppukäyttäjien sitouttamisella saavutettua arvontuotantoa tarkastellaan tutkimuksessa kolmen sitouttamisen toimintoihin, loppukäyttäjän rooleihin ja tilaajan kyvykkyyksiin liittyvän kysymyksen avulla. Empiiriset tulokset perustuvat laadulliseen tapaustutkimukseen neljästä innovatiivisesta tilahankinnasta Pohjois-Suomessa. Ensisijainen aineisto on kerätty haastattelemalla ja havainnoimalla keskeisiä tilaaja-, toimittaja- ja loppukäyttäjäorganisaatioiden edustajia. Tutkimuksen tulokset korostavat loppukäyttäjävuorovaikutuksen selkeää asettamista innovatiivisten hankintakäytäntöjen ytimeen. Ensiksi, tutkimus luokittelee loppukäyttäjien sitouttamisen vuorovaikutukseen, pääsyyn, riskien hallintaan ja refleksiivisyyteen sekä läpinäkyvyyteen liittyviin toimintoihin. Toiseksi, tutkimuksen tuloksissa tunnistetaan neljä tilannesidonnaista loppukäyttäjien omaksumaa joko perinteistä, auttavaa, kumppanillista tai hallitsevaa roolia. Viimeiseksi, käyttäjäkeskeinen lähestymistapa julkiseen hankintaan edellyttää kokeilevaa kulttuuria, joka mahdollistaa tilaajalle ensiarvoiset kokeilemalla-oppimisen, verkostoitumisen ja ulkoisen tuen arvioimisen kyvykkyydet. Integroimalla julkisten palveluiden yhteistuotannon keskustelua julkisen hankinnan kontekstiin, tutkimuksen kontribuutiot suuntautuvat sekä innovatiivisten julkisten hankintojen että julkisten palveluiden keskusteluun. Käytännön toimijoiden näkökulmasta tärkeää on, että taloudellisten säästöjen sijasta hankinnan tärkein vaikutin olisi käyttöarvon luominen ja kansalaisten hyvinvoinnin edistäminen.