From intentions to practice: How vulnerable citizens co-produce homeless services

Abstract

This dissertation examines the conditions under which co-production succeeds within homeless services. Through ethnographic fieldwork at two Dutch service providers, the research demonstrates that involving vulnerable citizens as active partners is viable. By applying a street-level bureaucracy lens, the study identifies two mechanisms - peer discretion and peer governance - where participants assume responsibilities and decision-making powers traditionally reserved for professional staff. The findings reveal that success results from the alignment of four condition levels: participant group capacity and commitment, empowering program structures, committed professional support, and a facilitating organizational environment. While internal group dynamics like peer pressure can cause fluctuations in daily practice, the studied programs are generally successful. Ultimately, this research argues that vulnerability is not only a barrier to participation but also a rationale for co-production. Under the right conditions, co-production offers a valuable alternative to traditional service delivery.