Designing a customer-centred government subsidy system
Fedy, Ninja (2019)
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Lataukset:
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019122027747
https://urn.fi/URN:NBN:fi:amk-2019122027747
Tiivistelmä
Creating new public services that provide solutions to complex societal challenges demands new ways of working. By inviting a wider spectrum of stakeholders into the process of public service creation and adding design methods into these co-creational processes, more custom-er-centric public services can be created, and outcomes of public sector transformation projects improved.
This study examines the needs of key stakeholders of the Finnish government subsidy system and describes the co-creation of a proposal for a new solution. Based on the learnings from the development project, this thesis aims to identify what factors need to be considered when co-creating a customer-centred public service.
The knowledge base is built on Customer-Dominant Logic (CDL), co-creation, design thinking and agile development theories. Service design was used as the primary approach in the development work, and data was gathered using a variety of qualitative research methods such as theme interviews and Design Sprints.
Analysis of the qualitative research shows that the main needs of key stakeholders relate to communication in its different forms. Based on the results, solutions were created together with a wide variety of stakeholders. As an outcome, a proposal of a new government subsidy system, an operational model and solution concepts were delivered to the Finnish Ministry of Education and Culture.
The outcomes of this thesis demonstrate the importance of renewing the Finnish government subsidy system based on the needs of its key stakeholders and provides guidance for its further development. The author argues that the criteria developed in this thesis can be used in similar projects. However, further research is needed to identify other factors that could increase the impact of such service design projects.
This study examines the needs of key stakeholders of the Finnish government subsidy system and describes the co-creation of a proposal for a new solution. Based on the learnings from the development project, this thesis aims to identify what factors need to be considered when co-creating a customer-centred public service.
The knowledge base is built on Customer-Dominant Logic (CDL), co-creation, design thinking and agile development theories. Service design was used as the primary approach in the development work, and data was gathered using a variety of qualitative research methods such as theme interviews and Design Sprints.
Analysis of the qualitative research shows that the main needs of key stakeholders relate to communication in its different forms. Based on the results, solutions were created together with a wide variety of stakeholders. As an outcome, a proposal of a new government subsidy system, an operational model and solution concepts were delivered to the Finnish Ministry of Education and Culture.
The outcomes of this thesis demonstrate the importance of renewing the Finnish government subsidy system based on the needs of its key stakeholders and provides guidance for its further development. The author argues that the criteria developed in this thesis can be used in similar projects. However, further research is needed to identify other factors that could increase the impact of such service design projects.