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Co-production in the recruitment of frontline public service employees
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0002-2887-2463
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0003-2182-1302
2021 (English)In: Policy and Politics, ISSN 0305-5736, E-ISSN 1470-8442, Vol. 49, no 3, p. 473-491Article in journal (Refereed) Published
Abstract [en]

This article analyses whether involving public service users in the recruitment of frontline employees (FLEs) helps to identify candidates who have the skills needed to co-produce with citizens. It investigates user involvement in FLE recruitment in three public service organisations in Sweden - from the perspectives of service managers, service developers, Human Resource Managers, union representatives and frontline employees. It finds that involving users was perceived to be beneficial for attracting and identifying applicants with a user-centred mindset. User involvement was also seen useful for establishing realistic expectations of what public services can deliver. However, a perceived challenge was to ensure equality and equity of user contributions. This included finding users who were sufficiently informed but without resorting to 'expert users'. Many users required preparation, which added to the complexity and cost of recruitment, and it was important to overcome internal resistance by involving staff in designing and trialling the process.

Place, publisher, year, edition, pages
Policy Press, 2021. Vol. 49, no 3, p. 473-491
Keywords [en]
co-production, co-design, citizen involvement, user involvement, public services, recruitment, human resource management, street-level bureaucrats
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-85579DOI: 10.1332/030557320X15986403024733ISI: 000677609500008Scopus ID: 2-s2.0-85111615892OAI: oai:DiVA.org:kau-85579DiVA, id: diva2:1583178
Available from: 2021-08-05 Created: 2021-08-05 Last updated: 2022-12-08Bibliographically approved

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Trischler, JakobKaluza, Johan

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CiteExportLink to record
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Citation style
  • apa
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  • de-DE
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