Co-creation of public service innovation using open data and social media : rhetoric, reality, or something in between?

Abstract

This article presents the analysis of the usage of open data and social media in the co-creation of public service innovation. The article concludes that using open data and social media in co-creation of public service innovation is a promising approach but not yet fully implemented. It seems clear that the advances in digital technology may provide a bridge for bringing service providers and service users together. The benefits are clear. First, the more accurate and real-time data available, the more effective the service provision will be. Second, the more citizen participation, the more tailored services can be co-created. Third, the more transparent governance becomes, the more legitimate and accountable it becomes. Fourth, governmental legitimacy increases societal trust which supports knowledge sharing and spurs innovation. However, co-creation of public service innovations can be more complex, more unpredictable, and more political than what the rhetoric indicates.