<abstract xmlns="http://www.w3.org/1999/xhtml"><p>This article aims to examine how the theory of co-production can be connected with servitization and digitalisation and used together for the public service development with the help of discrete-event simulation modelling to highlight time-related deficiencies of a complex public service process, which is most commonly used by patchwork families. Data was taken from the Guardianship Office in Győr (Hungary), based on which in-depth interviews were conducted. Based on the legal background and the interviews, the authors of the article created the process model of the contacting procedure. Based on the model, discrete-event simulation was used to identify the process elements for potential improvement through servitization. Discrete-event simulation showed the insufficiency of national regulation regarding the whole process and weaknesses of the contacting procedures in terms of quality and success. Basic reasons were found for the dissatisfaction expressed by participants of the procedures (administrators and customers). The increasing customer demand for high quality and efficient public services and failures in the New Public Management (NPM) in Eastern European countries require other approaches to advance. The paper connects the theory of co-production and servitization in a public service context and demonstrates how a complex public service can be examined with this approach to find possible improvements. The government must change the process regulation considering the number of the cases, the workload of administrators and family types (divorced or patchwork). The emphasis should be placed on the training and experience of administrators.</p></abstract>

This article aims to examine how the theory of co-production can be connected with servitization and digitalisation and used together for the public service development with the help of discrete-event simulation modelling to highlight time-related deficiencies of a complex public service process, which is most commonly used by patchwork families. Data was taken from the Guardianship Office in Győr (Hungary), based on which in-depth interviews were conducted. Based on the legal background and the interviews, the authors of the article created the process model of the contacting procedure. Based on the model, discrete-event simulation was used to identify the process elements for potential improvement through servitization. Discrete-event simulation showed the insufficiency of national regulation regarding the whole process and weaknesses of the contacting procedures in terms of quality and success. Basic reasons were found for the dissatisfaction expressed by participants of the procedures (administrators and customers). The increasing customer demand for high quality and efficient public services and failures in the New Public Management (NPM) in Eastern European countries require other approaches to advance. The paper connects the theory of co-production and servitization in a public service context and demonstrates how a complex public service can be examined with this approach to find possible improvements. The government must change the process regulation considering the number of the cases, the workload of administrators and family types (divorced or patchwork). The emphasis should be placed on the training and experience of administrators.

Servitization of public service processes with a simulation modelling approach

Engineering Management in Production and Services

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

{"article-title":"Servitization of public service processes with a simulation modelling approach"}

This article aims to examine how the theory of co-production can be connected with servitization and digitalisation and used together for the public service...

Sub-number	Patchwork families
133	M7
112	M13
109	M1
95	M5
81	M2
58	M6
48	M4
37	M8
28	M3
14	M9
11	M11
10	M12
6	M14
6	M16
5	M15
2	M10

Servitization of public service processes with a simulation modelling approach

Published Online: Oct 15, 2020

Page range: 116 - 131

Received: Feb 26, 2020

Accepted: Sep 01, 2020

DOI: https://doi.org/10.2478/emj-2020-0023

Keywords
co-production, digitalisation, discrete-event simulation, public service processes, servitization

© 2020 László Buics et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Fig. 1

Fig. 2

Fig. 3

Fig. 4

Contacting procedure with patchwork families used at the Guardianship Office of Győr-Moson-Sopron County in 2017

Contacting procedure of the Guardianship Office of Győr-Moson-Sopron County in 2017

Sub-number	Patchwork families
133	M7
112	M13
109	M1
95	M5
81	M2
58	M6
48	M4
37	M8
28	M3
14	M9
11	M11
10	M12
6	M14
6	M16
5	M15
2	M10

Sub-number	Patchwork families
133	M7
112	M13
109	M1
95	M5
81	M2
58	M6
48	M4
37	M8
28	M3
14	M9
11	M11
10	M12
6	M14
6	M16
5	M15
2	M10

Servitization of public service processes with a simulation modelling approach

Published Online: Oct 15, 2020

Page range: 116 - 131

Received: Feb 26, 2020

Accepted: Sep 01, 2020

DOI: https://doi.org/10.2478/emj-2020-0023

Keywordsco-production, digitalisation, discrete-event simulation, public service processes, servitization

© 2020 László Buics et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Fig. 1

Fig. 2

Fig. 3

Fig. 4

Contacting procedure with patchwork families used at the Guardianship Office of Győr-Moson-Sopron County in 2017

Contacting procedure of the Guardianship Office of Győr-Moson-Sopron County in 2017

Keywords
co-production, digitalisation, discrete-event simulation, public service processes, servitization

Sub-number	Patchwork families
133	M7
112	M13
109	M1
95	M5
81	M2
58	M6
48	M4
37	M8
28	M3
14	M9
11	M11
10	M12
6	M14
6	M16
5	M15
2	M10