Objectives

The main aim in the pilot is to improve the public disability services (especially individual assistance services that are mandated by law), so that they would be of greater relevance and value to end users with various disabilities or functional impairments. Further, the aim is also to provide disability services in a way that better accommodates both service provider and user perspectives and resources so as to enhance user health and well-being on a daily basis and contribute to increased user abilities to participate in society.

To fulfill this aim, the pilot focus on preparing the organizational culture for a more systematic co-creation with the service user. User centeredness and influence is an integral part of national disability assistance policy and municipal service reform in Jönköping city. In particular, the pilot support first-line managers in both undertaking generic service improvements (for all targeted users) and leading a cultural change among their personnel towards co-creation with users. Co-creation or user influence is aimed at in both identifying generic service improvements and in their implementation in individual user cases (within the legal frame).

Learnings

The pilots work with service improvement has been ongoing during 2018 and 2019. Implementation of its insights and lessons continued during 2020 as part of the overarching organizational service quality management strategy. Some learnings of what facilitates co-creation:

• True open dialogues, time and place for joint reflexivity, sensemaking and sensegiving, joined up work, professional and administrative facilitation.
• Developing common ethics.
• Remaining challenge with governing cultural change and conflictual organisational values (such as organizational, economic efficiency or users best)

Read more about the pilot at the Cosie project homepage.