Capturing the created value in homecare service: the “hidden” performance dimensions

In the realm of homecare services, there is still a lack of a comprehensive conceptual framework and appropriate identification of performance dimensions to guide public managers in creating public value, guiding efficient resource allocation and effectiveness of homecare services. Addressing this gap requires the integration of financial variables with technical variables, strategic and operational needs, and both internal and external organizational perspectives. Only a few studies have explored how value is co-created during service delivery, particularly when considering the service user’s life context and the importance of cross-sector relationships in public service provision. Despite growing scholarly interest in cross-sector collaboration, practical evaluation of their overall performance remains limited, and there is insufficient attention to the internal dynamics that drive performance within collaborative processes. The aim of this study is to identify the dimensions of a performance measurement system, able to reach efficient resource allocation and effectiveness of homecare services. The study is based on field research using semi-structured interview as a data collection method, involving thirty-four healthcare providers and nine members of health organizations and regional government. The results of the empirical analysis are presented using the Public Service Environment framework, articulated at macro-, meso, micro-, and submicro- level.