Co-creation service readiness model: a decision support for the selection of public services suitable for improvement through co-creation

Purpose This paper aims to develop a model that supports public organisations in making informed strategic decisions as which services are most suitable be improved through co-creation. Thus, it first identifies the features make (un)suitable for co-creation and then applies this knowledge multi-criteria decision support assessment of their readiness. Design/methodology/approach The is result design science research. While its structure determined by qualitative analysis, substance builds on content analysis Web Science papers over dozen empirical case studies. Findings comprised 13 criteria clustered into two groups: service readiness from perspective users organisation. Research limitations/implications attributes rely limited number cases references literature review. was tested only one organisation four services. Originality/value shifts research focus organisational properties capacity, key drivers barriers, additional factors affect prospect makes pioneering step towards conceptualisation idea “service co-creation” development practical instrument sector.