Gregory Porumbescu

This Element explores the transformative impact of integrating service design principles into public management and administration, championing a user-centred approach and co-design methodology. By reviewing existing literature, the authors define the scope and applications of service design within public administration and present three empirical studies to evaluate its implementation in public services. These studies reveal a trend towards embracing co-design and digital technologies, advancing a citizen-centred strategy for public service design. This approach prioritizes value creation and responsiveness, highlighting the importance of involving users and providers in the development of services that meet changing needs and promote inclusion. Combining theoretical insights with practical solutions, the Element offers a comprehensive framework for public management research. It highlights the need for ongoing engagement and integration of user experiences, presenting an effective strategy to navigate the complexities of public service design. This title is also available as Open Access on Cambridge Core.

This Element explores the transformative impact of integrating service design principles into public management and administration, championing a user-centred approach and co-design methodology. By reviewing existing literature, the authors define the scope and applications of service design within public administration and present three empirical studies to evaluate its implementation in public services. These studies reveal a trend towards embracing co-design and digital technologies, advancing a citizen-centred strategy for public service design. This approach prioritizes value creation and responsiveness, highlighting the importance of involving users and providers in the development of services that meet changing needs and promote inclusion. Combining theoretical insights with practical solutions, the Element offers a comprehensive framework for public management research. It highlights the need for ongoing engagement and integration of user experiences, presenting an effective strategy to navigate the complexities of public service design. This title is also available as Open Access on Cambridge Core.

This Element argues that to understand why transparency “works” in one context, but fails in another, we have to take into account how institutional (macro), organizational (meso) contexts interact with individual behavior (micro). A review of research from each of these perspectives shows that the big promises thought to accompany greater transparency during the first two decades of the 20th century have not been delivered. For example, transparency does not necessarily lead to better government performance and more trust in government. At the same time, transparency is still a hallmark of democratic governance and as this book highlights, for instance, transparency has been relatively successful in combating government corruption. Finally, by explicitly taking a multilayered perspective into account, this Element develops new paths for future research.