Organisations continuously meet different challenges, often ones that are both difficult and complex. Identified challenges include, for instance, costumers becoming more changeable and volatile as well as organisations needing to become more sustainable in several dimensions and to having a structured and systematic method for working with quality. Municipalities are not excluded from these challenges and need to face the challenge of demands from citizens as well as be efficient and effective at the same time.New ways of working and doing things need to be developed and adapted to meet and fulfil organisational challenges. Co-creation, which is a collaborative process to identify and shape the desired goals, can be a method that allows organisations to establish new ways of working and creating supportive methods. In addition, a collaborative process facilitates the adoption of new ways of working since it is easier to do that through actions rather than thinking oneself into a new way of acting.
Purpose: The purpose is to describe the process of co-creating a dialogue model that aim to increase citizen value in a municipality organisation. The purpose is also to present the results from the development process and evaluate the chosen model.
Methodology/Approach: A dialogue model was developed through a co-creation process conducted through a series of workshops, discussions and interactive tasks. The whole process was carried out in three steps. In the first step, success factors for a constructive dialogue emanating from citizen value were identified. In the second step, several dialogue models were developed, tested and evaluated, and one model was chosen. In the third step, the chosen model was evaluated.
Findings: Evaluating the real-life use of the model supports the statement that the process has delivered a model that enables the requested prerequisites for constructive dialogues such as, for example, the opportunity for preparation, structured and transparent documentation and enabling a holistic view in the dialogue model. Co-creation that has involved co-workers have contributed to develop the dialogue model to be adapted to their own context.
Value of the paper: Using a co-creative process when developing and realising a dialogue model enhances the possibilities for an organisational adaption to its own context.
Type of paper: Case study
2019.