Một khung dịch vụ đổi mới tích hợp để cải thiện sự tham gia trong hệ sinh thái dịch vụ xã hội: trường hợp của He Waka Tapu
Tóm tắt
Nghiên cứu này nhằm mục đích hiểu rõ sự tương tác giữa nhà cung cấp dịch vụ xã hội bản địa và các khách hàng bị gạt ra ngoài lề xã hội, vốn được coi là "khó tiếp cận" để từ đó có cái nhìn sâu sắc hơn về cách cải thiện sự tham gia của khách hàng và phúc lợi của họ thông qua việc đồng sáng tạo giá trị biến đổi.
Các phát hiện của nghiên cứu khám phá dựa trên dữ liệu sơ cấp thông qua một phương pháp nghiên cứu định tính, với việc phân tích tài liệu và phỏng vấn sâu với khách hàng, nhân viên xã hội và các bên liên quan của nhà cung cấp dịch vụ xã hội chính ở New Zealand.
Các phát hiện cho thấy có những yếu tố cản trở và thúc đẩy việc đồng sáng tạo giá trị hoặc phúc lợi. Việc thiếu nguồn lực của khách hàng và sự không tương thích giữa khách hàng và nhân viên xã hội là những rào cản chính. Các tác nhân khác cũng như các thực hành văn hóa được xác định là các yếu tố thúc đẩy sự cải thiện phúc lợi.
Nghiên cứu này báo cáo về một nhà cung cấp dịch vụ xã hội đơn lẻ và khách hàng của họ. Những phát hiện này có thể không dễ dàng được chuyển giao sang các bối cảnh khác.
Các kết quả chỉ ra rằng các nhà cung cấp dịch vụ xã hội cần nhận thức rõ hơn về các yếu tố cản trở và thúc đẩy việc đồng sáng tạo trong dịch vụ xã hội.
Cả khung tích hợp và các phát hiện cung cấp một cái nhìn phê phán vững chắc về diễn ngôn chính sách hiện hành liên quan đến việc kỳ thị những thành viên trong xã hội được coi là "khó tiếp cận" và tính hữu ích của cách tiếp cận này khi nhằm giải quyết các vấn đề xã hội.
Đây là nghiên cứu khám phá đầu tiên báo cáo về sự tham gia giữa nhà cung cấp dịch vụ xã hội và khách hàng của họ trong bối cảnh đặc trưng của người Māori (bản địa) bằng cách áp dụng một phương pháp nghiên cứu tích hợp kết hợp giữa nghiên cứu dịch vụ biến đổi, lý thuyết hoạt động và lý thuyết tham gia.
Từ khóa
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