An Innovative Public Value Chain to Improve Public Services

Abstract

The paper aims to give a contribution to the debate on the improvement of public services through the development of a model, the Public Value Chain (PVC), which will take into consideration the features typical of the public services sector and its constant evolution.PVC finds its essence and strategic importance within an active and dynamic vision fostering the culture of change, outlining value-creating activities and determining operating procedures and approaches that will spread within the organization structure.PVC is based on the belief that public services organizations must be able to offer services always in line with the expectations and needs of citizens and enterprises, according to logics of excellent performances and efficiency in the use of the resources, taking into account that public services represent a quality factor in the life of citizens and in the productivity of enterprises.It is therefore possible to refer to a real value chain, even though this is not enough to give a comprehensive definition of the model applied to the public services sector. PVC highlights the complexity of operational contributions of each activity and the need for a coordination and finalization towards the final result, which is the added value the same public services organizations must be able to give.
Keywords: Customer satisfaction, Public services, Public services improvement, Service marketing, Value chain, Value creation.