Application of Text Analytics in Public Service Co-Creation: Literature
Review and Research Framework
- URL: http://arxiv.org/abs/2305.18316v1
- Date: Sat, 20 May 2023 17:34:17 GMT
- Title: Application of Text Analytics in Public Service Co-Creation: Literature
Review and Research Framework
- Authors: Nina Rizun, Aleksandra Revina, Noella Edelmann
- Abstract summary: An alternative to the traditional top-down development of public services is co-creation of public services.
Co-creation promotes collaboration between stakeholders with the aim to create better public services and achieve public values.
We study existing works on the application of Text Analytics (TA) techniques on text data to support public service co-creation.
- Score: 68.8204255655161
- License: http://creativecommons.org/licenses/by/4.0/
- Abstract: The public sector faces several challenges, such as a number of external and
internal demands for change, citizens' dissatisfaction and frustration with
public sector organizations, that need to be addressed. An alternative to the
traditional top-down development of public services is co-creation of public
services. Co-creation promotes collaboration between stakeholders with the aim
to create better public services and achieve public values. At the same time,
data analytics has been fuelled by the availability of immense amounts of
textual data. Whilst both co-creation and TA have been used in the private
sector, we study existing works on the application of Text Analytics (TA)
techniques on text data to support public service co-creation. We
systematically review 75 of the 979 papers that focus directly or indirectly on
the application of TA in the context of public service development. In our
review, we analyze the TA techniques, the public service they support, public
value outcomes, and the co-creation phase they are used in. Our findings
indicate that the TA implementation for co-creation is still in its early
stages and thus still limited. Our research framework promotes the concept and
stimulates the strengthening of the role of Text Analytics techniques to
support public sector organisations and their use of co-creation process. From
policy-makers' and public administration managers' standpoints, our findings
and the proposed research framework can be used as a guideline in developing a
strategy for the designing co-created and user-centred public services.
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