Track chairs:

• Dr. Marco De Marco - International Telematic University UNINETTUNO, Italy

• Dr. Maddalena Sorrentino - University of Milan, Italy

• Dr. Danila Scarozza - Link Campus University, Italy

Scope:

Service management principles, particularly those centred on public value creation and co-production, emphasise the importance of actively involving the different groups of stakeholders in a collaborative production process in order to enhance both users satisfaction, and quality and sustainability of public services. This approach recognises that value is co-created through the dynamic interaction between service providers, users, and their broader social context, ensuring more personalised and effective outcomes.

In the last decade a large number of scholars have focused on the analysis of the evolving role of co-production in public services, highlighting its transition from traditional face-to-face collaboration to innovative, technology-enabled models. Some studies evidence that the main groups of technologies reshape how public services are designed, delivered, and assessed: 1) sensing technologies such as IoT devices and wearable sensors enable real-time data collection and monitoring for adaptive service delivery; 2) communication technologies like social media and online platforms facilitate interaction and collaboration between citizens and public organisations; 3) processing technologies involving big data analytics, machine learning, and cloud computing allow for the analysis of vast datasets to inform decision-making and design personalised services; 4) actuation technologies such as robotics and automation provide independent or semi-independent mechanisms for public service delivery.

Technology-enabled co-production of public services enhance efficiency, efficacy and reduce costs, enabling governments to deliver improved public value despite budget constraints. Digital tools facilitate broader citizen participation by overcoming physical, geographical and temporal barriers. Furthermore, they foster innovation, improve transparency and trust between service providers and citizens, empowering users to engage meaningfully in public service creation and delivery, and enhancing interaction, motivation, resource sharing and decision making. The paradigm of customer- centred approach provides new perspectives for recognising how the set of interactions and relationships within a “virtual team” of co-productors can bring to higher levels of knowledge transfer, organisational learning and innovation spreading. In fact, the benefits include tailored services, empowered stakeholders, and enhanced community outcomes, but success demands robust governance, adaptable leadership, and inclusive strategies (Sorrentino et al., 2021). Moreover, a particular focus was made on the analysis of the AI usage for the co-production process in order to bring communities, policy-makers, and scientists together to solve community issues. While some studies have made advancements on the methodological question of “how to bring communities into the loop," it was stressed that technologies may not be sufficient to address the socio-spatial disparities in co-production without human-machine collaboration. Along with the positive benefits and aspects identified by several scholars, there are also some critical issues in the co-production and co-creation of public services through emerging digital tools. Public organisations face hurdles in sustaining engagement, overcoming resistance, and building capacity to leverage co-production effectively. On the structural side, issues such as financial constraints, limited technical expertise among staff, and complex regulatory frameworks often hinder effective implementation. Cultural barriers, including resistance from public servants who perceive technologies as intrusive or a threat to their roles, further complicate adoption. Moreover, the digital divide, particularly among older or less technically skilled people, exacerbates inequities in access and participation.

Despite a growing number of studies, analysing the role of digital technologies in public service co-production, in the literature there are significant concerns, such as i) terminological conflation: the distinction between co- production, co-creation, and other forms of participation remains unclear, leading to conceptual and practical misunderstandings; ii) techno-optimism: overemphasis on the benefits of technologies often ignores their risks, potential dark sides; iii) empirical gaps: current research is dominated by isolated case studies, with limited systematic evidence on the long-term impacts of technologies in different contexts.

To advance understanding and address these gaps, this call for papers invites contributions that critically examine the role of emerging technologies in co-production and co-creation of public services. Submissions may include theoretical explorations, empirical studies, or practical case analyses that analyse the transformative potential, challenges, and future pathways for technology-enabled public service delivery.

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Topics of interest include, but are not limited to:

• Generation of public value through digital co-production and co-creation;

• Evaluation of barriers and enablers of co-production of public services through emerging technologies;

• Evaluation of the role of artificial intelligence for public service co

• Analysis of various demographic, technical, and cultural factors influencing technology-enabled co-production;

• Exploration of institutional and organisational frameworks to support co-production through emerging technologies;

• Examination of power dynamics in the development and implementation of digital tools

• Dynamics and implications of technology implementation, policy, and professionalism within government settings, especially during times of crisis;

• Mitigation of the risks arising from the implementation of digital technologies in the entire public service cycle;

• Development of comparative frameworks for the evaluation of technology effects across diverse contexts and various types of public organisations;

• Investigation of social inclusion in digital co-production, with an emphasis on the role of technologies in bridging or exacerbating inequalities;

• Analysis of the role of emerging technologies for public service production and delivery to people with disabilities in different sectors (education, healthcare, security, social care etc.)

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