Presentation delivered at the European co-creation workshop, event co-organized by CITADEL and WeLive in Bilbao on 21st September 2017. This presentation shows the preliminary findings of the studies performed to understand the factors that influence co-creation, as well as the first approach to the CITADEL Co-creation methodology.

1. Empowering Citizens to Transform
European Public Administrations
CITADEL Co-creation methodology
Leire Orue-Echevarria, MBA, PhD (TECNALIA)
Bilbao, 21 September 2017

2. Agenda
Project Details Approach
CITADEL Definition
for co-creations
Factors that
influence co-
creation (public
sector)
Factors that
influence co-
creation (private
sector)
Business models for
co-creation
Business objectives
CITADEL co-creation
methodology
GA 726755 (c) CITADEL Consortium 2

3. Agenda
Project Details Approach
CITADEL Definition
for co-creations
Factors that
influence co-
creation (public
sector)
Factors that
influence co-
creation (private
sector)
Business models for
co-creation
Business objectives
CITADEL co-creation
methodology
GA 726755 (c) CITADEL Consortium 3

4. Project Fiche: Key Data
GA 726755 (c) CITADEL Consortium 4
1st October 2016 – 30th September 2019
3,591,431 €
12 partners from 5 European countries

5. Project Goal
Explore, monitor and analyse the drivers,
enablers, impact, risks and barriers of open,
innovative and collaborative government across
a diverse terrain of PAs through an open and
scalable platform based on innovative ICTs in
order to understand, transform and improve by
proposing recommendations to enhance the PAs
policies and processes with a view to deliver
effective, inclusive and high quality public
services across Europe.
GA 726755 (c) CITADEL Consortium 5

6. Agenda
Project Details Approach
CITADEL Definition
for co-creation
Factors that
influence co-
creation (public
sector)
Factors that
influence co-
creation (private
sector)
Business models for
co-creation
Business objectives
CITADEL co-creation
methodology
GA 726755 (c) CITADEL Consortium 6

7. Approach
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 Based on “Making Public Services Efficient and Inclusive”,
Hirschman (1970) and Rokkan (1974).
Participation &
Understanding
Entry Voice
Citizen Feedback
Loyalty
Satisfied
Citizens
Understanding the
reasons for leaving
or not using services
Exit

8. Approach
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 Based on “Making Public Services Efficient and Inclusive”,
Hirschman (1970) and Rokkan (1974).
Participation &
Understanding
Entry Voice
Citizen Feedback
Loyalty
Satisfied
Citizens
Understanding the
reasons for leaving
or not using services
Exit

9. Agenda
Project Details Approach
CITADEL Definition
for co-creation
Factors that
influence co-
creation (public
sector)
Factors that
influence co-
creation (private
sector)
Business models for
co-creation
Business objectives
CITADEL co-creation
methodology
GA 726755 (c) CITADEL Consortium 9

10. CITADEL Definition for co-creation (*)
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(*) Source: D3.1 Initial Scientific Study of Co-creation and Citizens’ participation (2017)
Co-creation is defined as an integrated mix of activities
through which different stakeholders – government,
industry, academia and groups of individual citizens –
work actively and directly together towards the provision
of public services
Co-creation with citizens may include co-design and co-
implementation of core and/or complementary services.
It may take advantage of innovation ecosystems and
emerging technologies, but is not limited to digital tools.

11. Agenda
Project Details Approach
CITADEL Definition
for co-creation
Factors that
influence co-
creation (public
sector)
Factors that
influence co-
creation (private
sector)
Business models for
co-creation
Business objectives
CITADEL co-creation
methodology
GA 726755 (c) CITADEL Consortium 11

12. Research questions wrt co-creation
 Which factors influence co-creation processes
from a citizen perspective?
 Which factors influence co-creation processes
from a public organization perspective?
 How many of these factors are enablers in co-
creation processes?
 How many of these factors are barriers in co-
creation processes?
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(*) Source: D3.1 Initial Scientific Study of Co-creation and Citizens’ participation (2017)

13. Research methodology
 SLR: quantitative and qualitative studies
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1. Demographic characteristics: age, education,
ethnicity, income, gender, work status
2. Attitudes towards co-creation: trust,
willingness to participate, self-efficacy, lack of
confidence, sense of satisfaction
(*) Source: D3.1 Initial Scientific Study of Co-creation and Citizens’ participation (2017)
1. Attitudes towards co-creation: willingness to
engage with citizens
2. Objectives to co-create: specific goals (efficiency
gain, effectiveness gain and democratic values)
3. Level of government: local, central or regional.
citizen
government

14. Factors that influence co-creation
Citizen
perspective
Enabler Barrier
Age Older people more likely to
engage
Age, depending on the service
Education Higher education, especially in
tech-related activities
when techno-elites restrict
access to co-creation to less
educated users
Ethnicity Build local communities Social groups with difficulties
Income Medium-high income Low
Gender Women No barriers found
Work status Unemployed and inactive No barriers found
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(*) Source: D3.1 Initial Scientific Study of Co-creation and Citizens’ participation (2017)

15. Factors that influence co-creation
Citizen
perspective
Enabler Barrier
Trust More likely to positively affect
outcomes in co-creation
involvement
Tensions
Self-efficacy confidence No barriers
Willingness correlated positively with
more co-creation activity
A high level of willingness to
participate can result in the
misuse of resources.
Accidental outcomes
Sense of
satisfaction
satisfaction with government
provision of information
satisfaction with government
performance
Lack of
confidence
None Negative impact
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(*) Source: D3.1 Initial Scientific Study of Co-creation and Citizens’ participation (2017)

16. Factors that influence co-creation
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PA
perspective
Enabler Barrier
Efficiency
gain
Increase the level of efficiency
end up in bringing positive
results for co-creation
Tensions
Effectiveness
gain
Encouragement Encouragement
Democratic
values
Well received initiative PA actions aimed at increasing
democratic participation
(*) Source: D3.1 Initial Scientific Study of Co-creation and Citizens’ participation (2017)

17. Agenda
Project Details Approach
CITADEL Definition
for co-creation
Factors that
influence co-
creation (public
sector)
Factors that
influence co-
creation (private
sector)
Business models for
co-creation
Business objectives
CITADEL co-creation
methodology
GA 726755 (c) CITADEL Consortium 17

18. Research questions wrt co-creation in the
private sector
 Which influential factors from a customer
perspective act as enablers in co-creation
process?
 Which influential factors from a customer
perspective act as barriers in co-creation
process?
 Which business objectives should a process of
co-creation achieve?
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(*) Source: D3.3 Initial report on how to involve most effectively the private sector in public service co-creation (2017)

19. Customer factors that affect co-creation in the
private sector
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(*) Source: D3.3 Initial report on how to involve most effectively the private sector in public service co-creation (2017)

20. Factors that influence co-creation
Customer
perspective
Enabler Barrier
Dialogue Essential to encourage trust In any cases, this can cause
misunderstanding
Willingness
to participate
Is associated with the
enjoyment of working
together
High level of involvement can
end up in the misuse of
resources
Education Close relationship with service
provider
Troubles to participate
Age Young people are more likely
to use ICT technology
The elderly is susceptible to
find problems to be involved
in specific ICT services.
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(*) Source: D3.3 Initial report on how to involve most effectively the private sector in public service co-creation (2017)

21. Agenda
Project Details Approach
CITADEL Definition
for co-creations
Factors that
influence co-
creation (public
sector)
Factors that
influence co-
creation (private
sector)
Business models for
co-creation
Business objectives
CITADEL co-creation
methodology
GA 726755 (c) CITADEL Consortium 21

22. Co-creation business models
 DART Model
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interactivity
and
engagement
Inform about
the risks and
responsibilities
Offer proper
tools
Information
symmetry
(*) Source: D3.3 Initial report on how to involve most effectively the private sector in public service co-creation (2017)

23. Co-creation business models
 Collective Intelligence Genome
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What is
being done?
Who is doing it?
How is it being
done?
Why are they
doing it?
(*) Source: D3.3 Initial report on how to involve most effectively the private sector in public service co-creation (2017)

24. Agenda
Project Details Approach
CITADEL Definition
for co-creation
Factors that
influence co-
creation (public
sector)
Factors that
influence co-
creation (private
sector)
Business models for
co-creation
Business objectives
CITADEL co-creation
methodology
GA 726755 (c) CITADEL Consortium 24

25. Business objectives that lead to co-creation
 Objectives:
Efficiency gain (cost-effectiveness)
Service/Product Quality
Service/Product Customization
 Means to achieve objectives:
 Developing new channels for the customer using
(ICT) services.
GA 726755 (c) CITADEL Consortium 25
(*) Source: D3.3 Initial report on how to involve most effectively the private sector in public service co-creation (2017)

26. Agenda
Project Details Approach
CITADEL Definition
for co-creation
Factors that
influence co-
creation (public
sector)
Factors that
influence co-
creation (private
sector)
Business models for
co-creation
Business objectives
CITADEL co-creation
methodology
GA 726755 (c) CITADEL Consortium 26

27. CITADEL co-creation methodology
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CITADEL Generic Co-
Creation (CC-c)
methodology
Context of the PA and
the digital public
service to be
transformed
CITADEL Customized
Co-Creation (CC-c)
methodology
CITADEL
methodology
personalization tool
Rules

28. CITADEL co-creation methodology
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Target users
 Public Administrations
 Civil Servants
 Citizens (indirectly)
Source: D3.5 – Initial Requirements for Co-creation (2017)

29. CITADEL co-creation methodology
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Structure
 APPROACH = Co-creation, the overall mind-set of the
design process
 PHASE = highest abstraction level of the methodology
 ACTIVITY = Each phase is linked to one or several activities
 METHOD = Each activity consists of one or several methods,
which are systematic and theoretical frameworks that guide
a co-creation activity and addresses a specific purpose and
context
 TECHNIQUE = How co-creation methods are put into action
to achieve established objectives
 TOOLS = Instruments and devices (material components)
useful for implementing a co-creation method and to
achieve specific objectives
 TOOLKIT = A collection of methods, tools and techniques
that that are structured and made accessible to PAs
Source: D3.5 – Initial Requirements for Co-creation (2017)

30. CITADEL co-creation methodology
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Phases  Double Diamond Model: Discover,
Define, Develop and Deliver
 Service Lifecycle Design: ideation and
research, concept and design,
development and implementation,
production and maintenance
Structure based on:
Designed to be iterative
Source: D3.5 – Initial Requirements for Co-creation (2017)

31. CITADEL co-creation methodology
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Source: D3.5 – Initial Requirements for Co-creation (2017)

32. Contact Information
Leire Orue-Echevarria (TECNALIA)
Leire.Orue-Echevarria@tecnalia.com
+34 664 103 005
www.citadel-h2020.eu
@citadelh2020
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33. GA 726755 (c) CITADEL Consortium 34
THANK YOU!
This project has received funding from the European Union’s Horizon 2020
research and innovation programme under grant agreement No 726755