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Professor Andrew Gray

Wolfson Research Institute, 23 rd November 2012 Relationships of Consumption: interdependency between users and providers of public services. Professor Andrew Gray. A bi-angular analysis. Consumption as role Consumption as interaction . Provider:

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Professor Andrew Gray

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  1. Wolfson Research Institute, 23rd November 2012Relationships of Consumption:interdependency between users and providers of public services Professor Andrew Gray academic services for public management

  2. A bi-angular analysis Consumption as role Consumption as interaction

  3. Provider: state agent using rules of access and content determined through due process Consumer: member of a state with rights and obligations relating to access, standards and participation • Role Relationship: Citizen • Defining property:Constitutionality

  4. Provider: expert who controls access to and provision of the service Consumer: beneficiary differentiated by professionally adjudicated need • rolerelationship:client • defining property: professionally adjudicated and individualised

  5. Provider: ability to provide with right todiscriminate between consumers Consumer: ability to pay with right to choose provider and content role relationship: customer defining property: reciprocal choice

  6. interaction: co-production ‘the critical mix of activities that service agents and citizens contribute to the provision of public services.’ Brudney & England 1983: 59 Co-production means delivering public services in an equal and reciprocal relationship between professionals, people using services, their families and their neighbours. The Challenge of Co-production, NESTA, 2009

  7. interaction: inseparability Inseparability of provider and consumer as a feature peculiar to service relationships (Groonroos 2007)

  8. interdependence:the distinguishing property of co-production and inseparability Sequential Production is determined by progress of others up and down the process. External planning and scheduling is required to optimise capacity use. Pooled Production is largely independent of others but determined by use of shared rules and standard procedures to provide information to align activities Reciprocal Production is determined by reciprocal and simultaneous working together in which information flows are critical to coordination of effort (Thomson 1967)

  9. public service consumption as role Summary public service consumption as interaction:

  10. Conceptual Nature of interdependency is the differentiating feature of consumption; Conclusions? Confusion of all types of consumption as customers overlooks this relationship and its variability

  11. conclusions - practical policy risk: choice aggravates inequalities provision risk: service providers relate to users inappropriately consumption risk: users’ unrealistic and improper demands of provision

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