Abstract | Abstract
Frontline employees as professional co-creators: Dilemmas and challenges in practice
Co-production is a process in which frontline employees collaborate with service users to develop welfare, remodel public service delivery to improve quality, and create self-efficacy for service users. The service users thus become – at least in theory – equal partners, who are assigned great responsibility for planning, implementing and evaluating public welfare services.
In this account, the role of frontline employees is reframed as complementary to and supportive of the empowered service users. This article investigates the (new) role ascribed to frontline employees as professional co-producers by focusing on the dilemmas and pressures they may experience during the implementation of co-production. The article emphasizes the importance of frontline employees and organizations building relational and interpersonal capacities to bring service users and other stakeholders together for a common goal in situations of interdependence.