Orchestrating Customer-Oriented Public-Private Ecosystem

Abstract

The way public procurers interact with the supply market is developing from purely transactional towards more resource focused and collaborative exchanges. Still, what seems to be missing in the public procurement culture is knowledge of how to connect to a wider network of resource providers. We do not have adequate understanding about customer orientation in public sector, nor about customer-centric ecosystem. This is especially true in public health services; systems that are under huge transformation. In this paper, we have followed that development to understand: How can public health care transformation towards customer-oriented ecosystems be orchestrated? We had a unique opportunity to follow the renewal of the healthcare system in Finland, having access to interview those involved in planning the system. In total 17 in-depth interviews enabled us to create understanding of this challenge.