TY  - BOOK
AU  - Tuurnas,Sanna
AU  -  Stenvall,Jari
AU  -  Rannisto,Pasi-Heikki
TI  - The impact of co-production on frontline accountability: the case of the conciliation service
PY  - 2016///.
							
N1  - 8
N2  - Mixing of roles between professionals, volunteers and service users creates a new, complex environment in which to produce and deliver public services. In this kind of environment, the issues of accountability become ever more important. This article presents a qualitative case study of co-production between volunteers and professionals in the legally regulated restorative justice services in Finland. Theoretically, we draw together the concept of citizen co-production with the literature on street-level bureaucracy and accountability. As a result of the study, we can say that co-production between volunteers and professionals increases accountability ties. In particular, the meaning of process-centred accountability is salient in horizontal accountability relations. Thus, co-production as a governance arrangement changes the working culture of public service professionals. In the new partnerships, although not entirely horizontal, we can recognize a seed for cultural change for professionalized public service organizations.Points for practitionersIn this article we have researched co-production between professionals and volunteers in a legally regulated public service, the conciliation service, examining the perceptions of accountability in the frontline practices. The results show that the process-centred nature of the co-produced services leaves less room for discretion and the application of rules by individual street-level workers. Furthermore, as the service users do not consider volunteers to be part of the authority, co-production might be smoother. This is significant especially in the social services, where the clients per se are not necessarily motivated to co-produce, but where co-production would be essential for achieving effective service outcomes
UR  - https://shs.cairn.info/journal-international-review-of-administrative-sciences-2016-1-page-143?lang=en
ER  -