Urban service co-production and technology: nine key issues

ABSTRACT This special issue investigates the role of technology in the co-production of urban services through six empirical articles based on case-studies from Asia, Africa and South America. This topic has not received yet extensive attention in the literature, despite the emergence of technology as the key mediator between the material and immaterial elements of co-production practice. Based on the analysis of the six contributions, this introductory paper presents nine key issues related to the role of technology in service co-production, which are considered from four analytical perspectives: materiality, knowledge, actors and outcome. Technology co-evolves with physical contexts and practices. It fosters synergic knowledge generation, while also being the product of its own application. It contributes to changing governance structures and the emergence of new intermediary actors. Finally, technology influences power dynamics and equality of access to service, resulting in service provision that may be inclusionary or exclusionary, emancipatory or restrictive.