Value Co-Creation and Digital Service Transformation: The case of Denmark

Abstract

Public administrations are investing in the digital transformation of their external services and internal administrative processes. More and more, they are using co-production approaches and include different types of stakeholders into these transformative processes to increase service quality and generate public value. In order to understand how co-production is applied, we demonstrate how Denmark has digitally transformed its public service delivery. In this case, co-production was essential in the formulation of the national strategies, and in the implementation of digital services at the decentralized level. This digital transformation has resulted into four main types of public value, namely economic, administrative, societal and citizen value.