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Reading Public Service Co-Production through the Lenses of Requisite Variety

机译：通过多种多样的内容阅读公共服务联产

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This paper conceives municipalities as Smart Local Service Systems (SLSS), where co-production and variety perform as key resources to merge service quality and sustainability. The attention is focused on local public transport services, where users’ involvement in value creation process is considered to be especially relevant. A narrative case study is presented, concerning the mobility service system of the municipality of Bologna (Italy). The research focused on the SMARTIP (Smart Metropolitan Areas Realised Through Innovation & People) European project, which was aimed at enhancing service quality and sustainability through citizens’ empowerment and co-production. Citizens’ involvement in co-planning and co-designing local transport services was found to be critical to improve service quality. Citizens’ empowerment process allows to establish a co-creating relationship among the different stakeholders who are involved in urban mobility, paving the way for their engagement in devising, implementing and assessing transportation services. Public managers should take into consideration the role of value co-creation to enhance the responsiveness of public sector organizations and to achieve increased smartness. On the one hand, a citizens’ empowerment process is required to foster their participation in service co-production; on the other hand, citizens’ involvement engenders a virtuous cycle, encouraging the latter in co-producing public services. This paper represents one of the first attempts to examine service co-production in light of the requisite variety perspective. Co-production allows to merge competing purposes by activating the citizens’ sleeping assets and by absorbing external variety through the creation of internal variety.
机译：本文将市政当局视为智能本地服务系统（SLSS），在该系统中，联合生产和多样性是融合服务质量和可持续性的关键资源。注意力集中在本地公共交通服务上，其中用户参与价值创造过程特别重要。介绍了一个叙事案例研究，涉及博洛尼亚（意大利）市的出行服务系统。该研究的重点是欧洲SMARTIP（通过创新和人实现的智能城市区域）项目，旨在通过公民的赋权和共同生产来提高服务质量和可持续性。人们发现，市民参与共同规划和共同设计当地的交通服务对于提高服务质量至关重要。公民的赋权过程允许在参与城市交通的不同利益相关者之间建立共同创建的关系，从而为他们参与设计，实施和评估运输服务铺平道路。公共管理人员应考虑价值共同创造的作用，以增强公共部门组织的响应能力并提高机敏性。一方面，需要公民赋权过程来促进他们参与服务联合生产;另一方面，公民的参与产生了一个良性循环，鼓励后者共同生产公共服务。本文代表了根据必要的品种视角检查服务联产的首批尝试之一。联合制作可以通过激活公民的睡眠资产并通过创建内部品种来吸收外部品种来合并竞争目的。

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