Co-assessment Through Citizens and Service Users in Audit, Inspection and Scrutiny

McKenna, Dave

doi:10.1007/978-3-030-53705-0_23

Cited by 5 publications

(11 citation statements)

References 22 publications

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“…This article focuses on user reporting behavior, a type of individual user coproduction in the service assessment phase (Clark & Brudney, 2022; Lee, 2022; Loeffler, 2021). Co‐assessment refers to the evaluation and monitoring of the service after its delivery in an effort to learn from it and adapt it if needed (Mckenna, 2021; Nabatchi et al, 2017). Citizens act as user‐reporters when they voluntarily report service‐related issues (such as non‐urgent problems or incidents they witnessed) to the regular (public or private) producers of public services, identifying opportunities for improvement (Clark, 2021; Linders, 2012; Nabatchi et al, 2017; Rodriguez Müller, 2021).…”

Section: User Reporting: a Case Of Co‐assessmentmentioning

confidence: 99%

What motivates users to report service‐related issues? A study on coproduction in a smart public service

Müller

Lerusse

Steen

et al. 2023

Public Administration

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Public service providers increasingly encourage users to actively coproduce as a means to enhance public service provision. But what drives users to coproduce? Using a unique combination of survey and actual behavior log‐data of 9992 smart public service users who reported service‐related issues, we examine the extent to which users' self‐centered and community‐centered motivations are associated with their actual reporting behavior as well as the effort intensity of such behavior. Our findings suggest that users' self‐centered motivations are positively related to their actual reporting behavior and effort intensity, while community‐centered motivations do not show a significant association. Our study highlights the importance of self‐centered motivations in (digital) coproduction and co‐assessment. It also showcases the potential of using log data from public services to measure actual coproduction behavior instead of relying solely on self‐reported behavior.

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Section: User Reporting: a Case Of Co‐assessmentmentioning

confidence: 99%

What motivates users to report service‐related issues? A study on coproduction in a smart public service

Müller

Lerusse

Steen

et al. 2023

Public Administration

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“…Therefore, future studies should focus on other contexts may contribute to expand the reach of our findings. According to Mckenna (2021), future studies could also explore this subject in the specific light of the co-assessment literature, rather than taking co-production in a broader sense as a reference. Studies that investigate the benefits, challenges, and how to apply co-assessment at each stage of the evaluation process are also relevant.…”

Section: Final Remarksmentioning

confidence: 99%

“…Finally, we highlight the importance of future studies that investigate how the digital transformation process can contribute to overcome barriers and promote key changes in the co-production of public service evaluation (Clark, 2021;Mckenna, 2021), and for co-creating innovative solutions and public value (Torfing et al, 2021).…”

Section: Final Remarksmentioning

confidence: 99%

“…In this sense, the participatory audit process has grown, based on a collaborative structure between civil society and audit bodies, where citizens and civil society organizations provide useful, qualified, and substantiated information on the quality of services rendered by state agencies (World Bank, 2014; WBG/ACIJ, 2015; Affiliated Network for Social Accountability in East Asia and the Pacific [ANSA-EAP], 2018, Mckenna, 2021). Participatory audit not only seeks to include co-production in the audit process, but also induces it in the assessed service itself.…”

Section: Introductionmentioning

confidence: 99%

“…However, few studies examine these issues in the field of public services' assessment and the audit process. Mckenna (2021) observes that there are few examples of assessment co-production applied to audit, and this is an uncharted territory whose barriers are not clearly known. Therefore, we defined the following research question: What are the challenges for introducing co-production into the evaluation process of public services?…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Co-production and innovation in public services’ assessment: The case of the Citizen Audit Project

Squio

Hoffmann

2021

ReA UFSM

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Purpose: This paper analyzes the Citizen Audit Project (PAC), in the light of public sector innovation theory, in order to identify challenges for introducing co-production in the evaluation process of public services by the internal audit of the Executive Power of the State of Santa Catarina, Brazil.Design/methodology/approach: We carried out the study as a qualitative research, and collected data through a documentary search and interviews with 21 key agents of public control or with those who interacted with PAC in the chosen operations. We used content analysis to examine the collected data.Findings: We analyze the main challenges inherent to co-production in the activity of public services’ assessment by internal audit. Results show an alignment between the identified dares and the theoretical basis of public innovation. These were barriers related to bureaucratic dysfunctions, openness of political agents and audit professionals to receive and consider proposals from society, time and resources needed, leadership style, citizens’ lack of motivation, and the evaluation model.Originality/value/implications: The paper contributes to the literature on public audit, public sector innovation, and co-production, by conducting an original study that identified challenges related to the implementation of co-production in audit process and analyzed them from the perspective of public sector innovation. Evidence brought by this research contributes to fill literature gaps regarding empirical studies on the convergence between these three topics. Regarding practical implications, it provides base for PAC consolidation and for its replication by governments interested in implementing innovations through the process of participatory audit.

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‘I do not want to be one of her favourites’. Emotional display and the co-production of frontline care services

Mortensen

Needham

2022

Public Management Review

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Co-assessment Through Citizens and Service Users in Audit, Inspection and Scrutiny

Cited by 5 publications

References 22 publications

What motivates users to report service‐related issues? A study on coproduction in a smart public service

What motivates users to report service‐related issues? A study on coproduction in a smart public service

Co-production and innovation in public services’ assessment: The case of the Citizen Audit Project

‘I do not want to be one of her favourites’. Emotional display and the co-production of frontline care services

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