D1.4 Final synoptic WP Research Report integrating the above and drawing out its conclusions

This final report synthesizes the findings from across work package one of the Horizon 2020 Co-VAL project to test and refine the theory on citizen-centred public service reform, and especially Public Service Logic (PSL). By presenting an integrated analysis of a systematic literature review, case study research and experiments, this research explores whether the PSL is theoretically and empirically robust. On the basis of this analysis, this report develops PSL by improving our understanding of value and the process of value creation and the actors involved, with a particular focus on the role of citizens and service users.

This report integrates the findings and evidence from the prior research conducted within Work package 1 of Co-VAL to achieve three aims. First, it draws out the implications, contingencies and contributions for the theory on citizen-centred public service reform and explores the extent to which PSL is theoretically and empirically robust. Second, the report explores the various ways citizens might contribute to the process of public service production and the potential implications for value creation. To do so, it investigates both the intrinsic and extrinsic processes of citizen participation. Finally, this report applies the empirical analysis to PSL to explore and better understand the complexity of value creation. By doing so, the discussion emphasizes the interconnectivity and complexity of the value creation process during public service production and the various roles played by actors during the process, as well as the importance of the contextual environment.