Unpacking digital co-production - A scenario-based framework for comparing digital public services

In the realm of public services, the integration of digital technologies and co-production—termed ‘digital co-production’—holds transformative potential. Yet, a comprehensive understanding of how such integration affects service outcomes remains elusive, presenting a critical knowledge gap with practical implications. Addressing this gap, our study systematically examines the complex interplay between digital technologies and co-production. Through a thematic analysis of literature, we construct a heuristic framework that distinguishes four scenarios: incremental assistance, radical transformation, innovative substitution, and latent co-production. By shifting the analytical focus from the enabling or constraining role of technology to a configurational perspective, this framework supports practitioners in identifying the specific trade-offs between technological complexity and interaction intensity in their service design.