From private platforms to public value: An exploratory analysis of privately-owned public service digital platforms in Italy

As privately-owned digital platforms increasingly shape public services, a critical question emerges: Do they serve the public good? This paper explores the public value outcomes from 25 privately-owned digital platforms across public service sectors in Italy, revealing both public value creation and destruction. The findings highlight both the opportunities and risks associated with digital platforms: while they improve service effectiveness, efficiency, and customization, they also raise concerns regarding inclusivity, user autonomy, decision-making, and data privacy, particularly where public and private interests intersect. The study contributes to the public value and digital governance literature by illustrating the complexities of managing digital platforms in public services and their broader implications for the service ecosystem. • Exploring public value outcomes in privately-owned public service digital platforms. • Platforms create public value, improving service effectiveness, efficiency, and customization. • Platforms destroy public value, posing challenges like reduced inclusivity and privacy. • The study highlights the dual nature of public value, especially in complex contexts. • Governance tools, including government-as-a-platform, may help navigate platforms' dual outcomes.