OK computer: applying the public service logic on digital health services

Abstract

Recent attention to public service logic (PSL) has resulted in the creation of several theoretical guidelines for value creation. This empirical study applies PSL framework to explore how PSL is fit to and can adapt to the evolving landscape of the digitalization of public services. This research is based on 12 semi-structured interviews with managers of digital health services in Norway. Our results demonstrate that digital technology alters service users’ involvement in value co-creation, helps solve capacity problems, empowers service users to take care of themselves, and cultivates several societal values but additional resources facilitating the co-creation process are needed.