In this textbook readers will acquire knowledge of problem-solving and learning to enhance both efficiency and the experience of service users in rapidly changing service environments, that can create new service models. Emphasizing that, above all else, individuals are at the centre of services, the book goes deeply into the nature of public services and their logic-of-practice. By applying learning and problem-solving approaches, the reader gains practical capabilities in addition to an appreciation of the latest research literature. Following a multidisciplinary, international approach, the book suggests a new typology of problem-framing and presents many examples of how new service solutions can be created in any public service context. The book offers a conceptual toolkit to understand and analyse dynamically changing services and the application of new technologies. Topics covered include pressing issues surrounding public services, such as e-technology, digitalisation, e-services, artificial intelligence, entrepreneurialism, sustainability, climate, inequality, developing economies, and smart cities. Chapters follow a similar structure: issue, problems, what we know, learning framework, worked example, theory and practice conclusions, as well as teacher and learner notes. Addressing advanced undergraduate and graduate students of public administration, public management, political science, sociology, computer science, and information systems, the book will also be a valuable resource for practitioners, i.e. experts and managers in public organizations, professionals in organizations working at the business and public sectors, consultants, and IT suppliers.

Autorentext

Tony Kinder currently is a visiting Professor at Tampere University, Finland, and visiting Professor at the University of Science and Technology, Beijing, China. Following a period as an engineering trade union official (1972-98), Kinder chaired several venture capital investment funds and occupied leading positions in Lothian Regional and West Lothian local Councils (1982-1998). He then worked at the University of Edinburgh Business School, Scotland, (1998-2016) as Director of Programmes and later as MBA Director. His research is on learning in service innovation processes around which he has published over 70 papers in academic journals. His current research focuses on the governance of ecosystems, public value, mutuality, and the ethical use of advanced technology in integrated local public services in Finland and Scotland. Jari Stenvall is a Professor of Administrative Sciences at Tampere University, Finland, since 2013. Previously, Stenvall worked at the University of Lapland as a professor of public administration from 2002 to 2013. Stenvall was named Finnish Professor of the Year by The Finnish Union of University Professors in 2022. He awarded the life time achievement award by Finnish Evaluation Society (2022). His research focuses on the management of change, the reformation and assessment of public administration, regional development, public services, and the utilization of technology in administration.