Co-Creating Service Value from Data in a Public Administration Context

Data are of increasing importance in the digital transformation of the public sector, but their potential has not yet been fully exploited. Service-dominant logic (S-D logic) is a principle according to which data creates value only when it is utilized, leading, for example, to better-informed decisions and planning results. Public administration practitioners can make use of this by consistently tailoring data-based services to the needs of users. As a result, services are developed jointly with potential users in a co-creation process. Providers and users test and improve the services together in a collaborative, iterative process. Such an approach offers considerable potential in the public administration sector.


A SSAS-Yearbook Paper by Ulrike Baldenweg-Bölle, Jürg Meierhofer and Alexander Mertes

In this article, the S-D logic perspective and its operationalization by service design methods are applied to the public sector. It is examined how, in the context of public administration, S-D logic can be used to design data-based value propositions.

An application case is presented in which a value proposition for the statistical office of a Swiss canton is designed. The results show that service design methods can be helpful in the context of public administration and that they also lend themselves to shaping innovation.

Link to Journal-Website.