Resilience - A Key Element in User-centred Services?

Abstract

Population changes indicates a demographical distribution with even more elderly. The authorities emphasize the importance to stay in good health and being independent as long as possible. Still, some will need some assistance to be physical active by doing exercising and thus preventing incidents and injuries. The paper describes a project in a Norwegian local council aiming at developing a user-centred service model. The service may be characterized as a new model of public-private-voluntary partnership. The service model may be adapted to other areas and services. The work presented in this paper has been part of a more extensive research project, whose Norwegian title translates into "Be the boss of your own life". A new role to the local council is to take the responsibility as organizer, cocreator and coordinator of the services offered by different actors. Together they shall meet the individual user's needs. The research project has developed a method to develop performance indicators, and to measure and evaluate a new service model. The purpose of the method is to be a tool enhancing learning about effects both related to service user and service provider. The key performance indicators in the new model are based on theoretical knowledge and comprise the seven areas: resilience, service provision, user satisfaction, management and leadership, stimulating work conditions, coordination and improvement efforts, and efficiency improvements.