合作生产对一线问责的影响:调解服务的案例

The impact of co-production on frontline accountability:the case of the conciliation service

专业人员、志愿者和服务使用者之间进行角色混合,创建一个全新的、复杂的生产和提供公共服务的环境。在这种环境下,问责议题变得越发重要。本文是定性的案例研究,研究芬兰法定的、有管制的恢复性司法服务中志愿者与专业人员之间的合作生产。理论上说,我们一起考虑公民合作生产的概念与街道行政和问责制的文献。研究结果是,可以说志愿者与专业人员之间的合作生产增强了问责约束。尤其是,以过程为中心的问责在横向责任关系中十分突出。因此,作为治理安排的合作生产改变了公共服务专业人员的工作文化。在新的伙伴关系中,尽管不完全是横向关系,但是我们能够确认专业化公共服务组织中文化变革的萌芽。

Mixing of roles between professionals,volunteers and service users creates a new,complex environment in which to produce and deliver public services.In this kind of environment,the issues of accountability become ever more important.This article presents a qualitative case study of co-production between volunteers and professionals in the legally regulated restorative justice services in Finland.Theoretically,we draw together the concept of citizen co-production with the literature on street-level bureaucracy and accountability.As a result of the study,we can say that co-production between volunteers and professionals increases accountability ties.In particular,the meaning of process-centred accountability is salient in horizontal accountability relations.Thus,co-production as a governance arrangement changes the working culture of public service professionals.In the new partnerships,although not entirely horizontal,we can recognize a seed for cultural change for professionalized public service organizations.