In this textbook readers will acquire knowledge of problem-solving and learning to enhance both efficiency and the experience of service users in rapidly changing service environments, that can create new service models. Emphasizing that, above all else, individuals are at the centre of services, the book goes deeply into the nature of public services and their logic-of-practice. By applying learning and problem-solving approaches, the reader gains practical capabilities in addition to an appreciation of the latest research literature. Following a multidisciplinary, international approach, the book suggests a new typology of problem-framing and presents many examples of how new service solutions can be created in any public service context.
The book offers a conceptual toolkit to understand and analyse dynamically changing services and the application of new technologies. Topics covered include pressing issues surrounding public services, such as e-technology, digitalisation, e-services, artificial intelligence, entrepreneurialism, sustainability, climate, inequality, developing economies, and smart cities. Chapters follow a similar structure: issue, problems, what we know, learning framework, worked example, theory and practice conclusions, as well as teacher and learner notes. Addressing advanced undergraduate and graduate students of public administration, public management, political science, sociology, computer science, and information systems, the book will also be a valuable resource for practitioners, i.e. experts and managers in public organizations, professionals in organizations working at the business and public sectors, consultants, and IT suppliers.
In this textbook readers will acquire knowledge of problem-solving and learning to enhance both efficiency and the experience of service users in rapidly changing service environments, that can create new service models. Emphasizing that, above all else, individuals are at the centre of services, the book goes deeply into the nature of public services and their logic-of-practice. By applying learning and problem-solving approaches, the reader gains practical capabilities in addition to an appreciation of the latest research literature. Following a multidisciplinary, international approach, the book suggests a new typology of problem-framing and presents many examples of how new service solutions can be created in any public service context.
The book offers a conceptual toolkit to understand and analyse dynamically changing services and the application of new technologies. Topics covered include pressing issues surrounding public services, such as e-technology, digitalisation, e-services, artificial intelligence, entrepreneurialism, sustainability, climate, inequality, developing economies, and smart cities. Chapters follow a similar structure: issue, problems, what we know, learning framework, worked example, theory and practice conclusions, as well as teacher and learner notes. Addressing advanced undergraduate and graduate students of public administration, public management, political science, sociology, computer science, and information systems, the book will also be a valuable resource for practitioners, i.e. experts and managers in public organizations, professionals in organizations working at the business and public sectors, consultants, and IT suppliers.
Chapter 1. Introduction.- Chapter 2. Problem-solving and Public Services.- Chapter 3. Public Value, Values, and Public Services.- Chapter 4. E-public Services.- Chapter 5. Local Public Sector Innovation.- Chapter 6. Organising in Self-organising Ecosystems.- Chapter 7. Learners, Teachers and Leaders.- Chapter 8. Entrepreneurial Activity.- Chapter 9. Knowledge Flows and Services Improvements.- Chapter 10. Governances and Sustainability.- Chapter 11. Inequality, Climate and Dialectical Problemsolving.- Chapter 12. Conclusions.
Tony Kinder currently is a visiting Professor at
Tampere University, Finland, and visiting Professor at the
University of Science and Technology, Beijing, China. Following a
period as an engineering trade union official (1972-98), Kinder
chaired several venture capital investment funds and occupied
leading positions in Lothian Regional and West Lothian local
Councils (1982-1998). He then worked at the University of
Edinburgh Business School, Scotland, (1998-2016) as Director of
Programmes and later as MBA Director. His research is on
learning in service innovation processes around which he has
published over 70 papers in academic journals. His current research
focuses on the governance of ecosystems, public value, mutuality,
and the ethical use of advanced technology in integrated local
public services in Finland and Scotland.
Jari
Stenvall is a Professor of Administrative Sciences at
Tampere University, Finland, since 2013. Previously, Stenvall
worked at the University of Lapland as a professor of public
administration from 2002 to 2013. Stenvall was named Finnish
Professor of the Year by The Finnish Union of University Professors
in 2022. He awarded the life time achievement award by Finnish
Evaluation Society (2022). His research focuses on the management
of change, the reformation and assessment of public administration,
regional development, public services, and the utilization of
technology in administration.
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