Fragile Liaison — Opportunities and Challenges in Cross Organisational Service Networks

Abstract

The aim of this paper is to identify what kind of needs and challenges exist in cross-organisational and cross-sector collaboration in service networks and how service design can contribute to tackle the challenges. The paper interrogates a project called ‘Customer-centred service networks in L area’; initiated by the City. The project aimed to build more holistic service networks; involving private and third sector organisations; and to embed customer-centeredness in the networks. This experimental project revealed various kinds of tensions from the participating organisations and the employees in building such networks. We conducted 16 interviews with participants of the project to interrogate challenges and opportunities. The findings point out that in addition to focusing on customer centeredness; a shift to emphasize collaboration between different actors is crucial in service design.

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