Research on how to improve services in a public context: Research on how to improve services in a public context
Translated title
Research on how to improve services in a public context
Author
Christensen, Anna Broe
Term
4. term
Education
Publication year
2022
Submitted on
2022-05-25
Pages
110
Abstract
Denne kandidatafhandling undersøger, hvordan man kan forbedre etablerede ydelser i en offentlig organisation ved bedre at afstemme, hvad ydelsen er specificeret til at levere, med borgernes forventninger. Undersøgelsen bygger på et casestudie, struktureret af Double Diamond (en designproces i fire faser: Discover, Define, Develop, Deliver) samt af Service Quality Model (en visuel ramme, der her bruges til at organisere dataindsamling og sammenligne servicespecifikationer med borgeres forventninger på tværs af områder og perspektiver). Modellen viste sig at være nyttig til at bevare struktur i undersøgelsen og til at sikre inddragelse af forskellige aktører. I stedet for at kortlægge hele serviceøkosystemet, som hurtigt kan blive meget bredt, gav modellen praktisk struktur i en kompleks kontekst med mange aktører og interesser. I kombination med tematisk analyse hjalp den med at identificere huller og muligheder. Disse indsigter blev delt i en samskabelsesworkshop, som skabte ideer til inspiration eller videre brug i fremtidigt arbejde med borgertilfredshed. Afhandlingen indeholder en produktrapport med indsigter fra casen og afsluttes med forslag til fremtidig forskning.
This master’s thesis explores how to improve established services in a public organization by better aligning what the service is specified to deliver with what citizens expect. The study uses a case study structured by the Double Diamond (a four-phase design process: Discover, Define, Develop, Deliver) and by the Service Quality Model (a visual framework used here to organize data collection and compare service specifications with citizen expectations across different areas and perspectives). The model proved useful for keeping the research structured and for ensuring the involvement of different actors. Rather than mapping the entire service ecosystem, which can quickly become too broad, the model provided practical structure in a complex setting with many stakeholders and interests. Combined with Thematic Analysis, it helped identify gaps and opportunities. These insights were shared in a co-creation workshop that generated ideas to inspire or inform future work on citizen satisfaction. The thesis includes a product report with insights from the case study and concludes with suggestions for future research.
[This summary has been rewritten with the help of AI based on the project's original abstract]
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