Authors: Francesco Longo, Francesca Meda, and Claudio Buongiorno Sottoriva
Background: Digitalized and multichannel public services are nowadays demanding a greater involvement of the citizen-user, making easier for those who are more educated and digitally capable to access and use the services (Trischler and Westman Trischler 2021). This process can potentially foster inequalities in the access to services, excluding vulnerable groups. This issue is particularly relevant in the case of Welfare systems in Western countries that already tend to be regressive in income and opportunities redistributions (Esping-Andersen, 2015), causing inequalities and exclusion of vulnerable populations (Mulvale and Robert, n.d.).
Research question: In the light of the Public Service Logic model and answering to the call for an empirical testing of this theoretical approach (e.g., Osborne, Radnor, and Nasi 2013), the paper aims at evaluating the value creation process and its equity implications in the case of a multichannel access to social care services. The case study was conducted on the Welfare and Health Department of the City of Milan.
Method: The methodological approach of the study consists in a customer journey analysis (CJA), based on the framework developed by Halvorsrud, Kvale, and Følstad (2016), structured in four different methods of analysis: desk research, 14 semi-structured interviews and 5 focus groups with Welfare and Health Department top and middle managers, mystery user analysis to investigate eventual gaps among planned and actual journeys performed by users acceding to social care services.
Francesca Meda is a Junior Fellow of Welfare and Social Innovation at the Government, Health and Not For Profit Division at SDA Bocconi School of Management. Francesca has participated in several research projects concerning strategic planning of healthcare and social services with various municipal and regional administrations; research projects concerning the issues of governance and institutional structures in health systems, healthcare management and strategic management at regional and national levels; and also, research projects concerning performance management and the integration of health services and social services. Her research interests mainly concern the processes of innovation in welfare systems, the forms of management in social and social health services, service management and service design in the healthcare and social sector. Francesca contributes permanently to the OASI Report, Observatory on Local Health Authorities of the Italian Healthcare System and is a member of the Observatory on Long Term Care (OLTC) at CeRGAS – SDA Bocconi.
Claudio Buongiorno Sottoriva is a Junior Fellow within the Government, Health and Not For Profit Division at SDA Bocconi School of Management. Claudio has participated in several research projects concerning the issues of local planning of social policies, innovation in social services with various municipal administrations; research projects concerning innovation and digitalization of public services, especially in the healthcare sector; healthcare management and strategic management; finally, research projects concerning performance management and the organization and integration of health services and social and health services. His research interests mainly concern digitalization of public services, service redesign, and HR management in the public sector. Claudio contributes permanently to the OASI Report, Observatory on Local Health Authorities of the Italian Healthcare System.
Link zoom: https://unibocconi-it.zoom.us/j/99431514852?pwd=dTBJbzJUSVRxWkZlZ2VFMUZWbkI4UT09
Meeting ID: 994 3151 4852
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