Digitalization in Co-Creation of Public Service Innovations - Perceived positive and negative experiences on technology utilization among ten European countries

Authors

Heli Aramo-Immonen Turku University of Applied Sciences
Maarit Laiho Turku University of Applied Sciences
Hanna Kirjavainen Turku University of Applied Sciences
Ritva Salminiitty Turku University of Applied Sciences

Keywords:

co-creation process, public service innovation, technology, actor-network theory, multiple case study

Abstract

In this paper we explore the role of digital tools in co-creation of public services. Our aim is to
explore the positive and negative experiences on technology utilization in various co-creation
processes. To meet the objective of our research, we conducted a multiple case study in ten
European countries using data collected in the CoSIE H2020 project. Our findings show that
digital tools such as social media (SM) have various pros and cons and different roles depending
on the context of co-creation.