Designing a Service Concept for Government Licensing : Case: Valvira’s private sector licensing services
Kuivamäki, Mika (2015)
Kuivamäki, Mika
Laurea-ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201601201499
https://urn.fi/URN:NBN:fi:amk-201601201499
Tiivistelmä
All private social- and healthcare service providers have to go through a licensing process in order to operate in Finland. These licensing services are provided by two governing bodies, Valvira, which is the National Supervisory Authority for Welfare and Health, and the Regional State Administrative Agencies (RSAA’s). This process can be long and cumbersome for the private service providers. For the government agencies, the process is also complex and passes through many hands before being completed.
The main objective of this thesis was to research the current state of the private social- and health care licensing services and to develop a new service concept proposal for the licensing
services using service design. In the theoretical background, the thesis uses Service-Dominant
logic to bring customer focus into the service concept development. It reviews some of the
central literature and existing articles of value and co-creation, service development, service
design and service concept development. As a service design process, it used the double
diamond process developed by the Design Council (2014) and various tools and methods
selected for the purpose of the study. The data was collected by numerous methods including
interviews, focus groups and workshops where the services were defined and the current
state of the service was studied. The new service concept was then developed together with the staff and customers and finalized to its final form. Business model blueprinting was used as a method to map the service processes and as a part of the service concept to describe
different phases and action points of the service.
The end results is a new service concept proposal for the licensing services through service design. The proposed changes in the new service concept could benefit both customers and authorities.
Governmental agencies are typically not very flexible nor customer oriented. However, the
most notable improvement that this thesis brought as a result would be the discussion and
change towards customer orientation among the social- and health care licensing services in
Valvira.
The main objective of this thesis was to research the current state of the private social- and health care licensing services and to develop a new service concept proposal for the licensing
services using service design. In the theoretical background, the thesis uses Service-Dominant
logic to bring customer focus into the service concept development. It reviews some of the
central literature and existing articles of value and co-creation, service development, service
design and service concept development. As a service design process, it used the double
diamond process developed by the Design Council (2014) and various tools and methods
selected for the purpose of the study. The data was collected by numerous methods including
interviews, focus groups and workshops where the services were defined and the current
state of the service was studied. The new service concept was then developed together with the staff and customers and finalized to its final form. Business model blueprinting was used as a method to map the service processes and as a part of the service concept to describe
different phases and action points of the service.
The end results is a new service concept proposal for the licensing services through service design. The proposed changes in the new service concept could benefit both customers and authorities.
Governmental agencies are typically not very flexible nor customer oriented. However, the
most notable improvement that this thesis brought as a result would be the discussion and
change towards customer orientation among the social- and health care licensing services in
Valvira.