New development: Value destruction in public service delivery—a process model and its implications

Figures & data

Figure 1. Value destruction in the context of the public service delivery process.

Table 1. An illustrative process framework of value destruction.

	Service production/design	Service encounters	Service consumption/ contextualization
Description	Public service preparation and design through the creation of public services as resources.	Direct interaction between public service providers and users.	Service users utilize the resources offered by public services in the context of their own needs and expectations.
Value destruction	Citizens refuse/ignore to participate in public service design, or are rejected/misrepresented.	Mistakes and an inability to interact by either party can lead to value destruction as can power asymmetries.	Service users can misuse public services or use them maladaptively, leading to value destruction.
Role of public managers	Inclusiveness: Appreciate the diversity of values and needs; enhance discussion and deliberation.	Responsiveness: Proactively engage with users and be aware of the impact of the experiential dimension.	Empowering: Practitioners cannot intervene at this stage but they can support and educate service users.