Government Capacity, Coproduction and Public Service Performance: Integration and Extension

Abstract

This dissertation integrates three important themes in public administration: government capacity, coproduction and performance. The main argument is that there is a need to focus on coproduction, which generates external value, to fully understand the capacity- performance relationship in public service delivery. I argue that it would be hard to achieve expected service outcomes if the contribution of citizens and service users is not considered. The main research question of this dissertation is why coproduction is important to understand the capacity-performance relationship in public service delivery. To address the main question, several specific questions emerge: if coproduction is valuable, how does it contribute to service performance? What are its determinants? What are its outcomes? And if coproduction is a determinant of high quality public services, how can it be achieved?
The dissertation makes a theoretical contribution by linking capacity and performance with coproduction, a less researched but emerging topic in public administration. It is done by way of articulating a framework that locates coproduction as a mechanism that links capacity and performance in public services. Methodologically, it makes a contribution by using a mixed method approach to address the main research question. It includes an integration study, a systematic review, a case study and an experimental study. It also makes a contribution by generating new empirical evidence that renews our understanding of the capacity-performance relationship together with the coproduction of public services.
In this dissertation, a conceptual framework is articulated which presents the three themes: government capacity, coproduction and public service performance. In order to answer the main research questions, several specific questions are developed, which are addressed by using a mixed method approach. First, an integration review is undertaken to examine the relationship between government capacity and public service performance. Findings from this review suggest that a missing link may exist in which the processes of public-service delivery is largely overlooked. Given this, a systematic review is conducted to examine the processes of public-service delivery where coproduction sits at the heart. This review utilizes a large number of case materials to address the missing link in terms of the role of citizens, influential factors of coproduction and service outcomes. A coproduction process is identified that involves planning, participation, collaboration and partnerships, which are considered as influential factors that impact service outcomes in the delivery of public services. Furthermore, the outputs and outcomes of coproduction of public services are also analysed in this review and it suggests that effective coproduction can improve service outcomes in different aspects. It also suggests the importance of capacity building in public organisations to deliver good services.
To further analyse and explore coproduction processes, a case study is conducted with a focus on understanding conditions of coproduction in new immigrant services. The evidence from this case study supports that coproduction takes place under three main conditions including a joint plan, participation and establishing partnerships. Outcomes of coproduction of new immigrant services are also analysed in terms of improved effectiveness of services and satisfaction of participation towards the services coproduced. Joint evidence generated from the integration study, the systematic review and the case study suggest that the processes of coproduction possess an impact on the overall performance of public services and the improvement of public service performance also depends on the capacity of organisations to delivery good services. To fully understand the link articulated in the framework, a specific aspect of coproduction is examined through an experimental design. It examines the motivation of individuals in coproducing community activities through the use of information. Evidence from this chapter provides insights as to encouraging coproduction initiatives. The implication of this experimental study has two-folds: first, information plays a role in changing people’s behaviour in coproduction community services; second, the contribution of individual citizens in service delivery will potentially influence the outcomes of services in many different ways.
This dissertation concludes with the argument that coproduction should be at the heart of public-service delivery that links government capacity and public service performance. The framework articulated in this dissertation is developed toward a service-oriented approach to long-term public service delivery. It needs further empirical testing to refine the main components, to broaden empirical basis, to test out its limitations and to evaluate its impact for theory development.

Date of Award	30 Jun 2016
Original language	English
Awarding Institution	City University of Hong Kong
Supervisor	Richard M WALKER (Supervisor)