An integrative transformative service framework to improve engagement in a social service ecosystem: the case of He Waka Tapu

Purpose This study aims to understand the engagement between an indigenous social service provider and marginalised clients deemed “hard-to-reach” to gain an insight into how to improve the client’s engagement and well-being through transformative value co-creation. Design/methodology/approach The exploratory study’s findings draw on primary data employing a qualitative research approach through document analysis and in-depth interviews with clients, social workers and stakeholders of the focal social service provider in New Zealand. Findings The findings indicate that there are inhibitors and enablers of value or well-being co-creation. The lack of client resources and a mismatch between client and social worker are primary barriers. Other actors as well as cultural practices are identified as enablers of well-being improvement. Research limitations/implications This research reports on a single social service provider and its clients. These findings may not be readily transferrable to other contexts. Practical implications Findings indicate that social service providers require a heightened awareness of the inhibitors and enablers of social service co-creation. Social implications Both the integrative framework and the findings provide a sound critique of the prevailing policy discourse surrounding the stigmatisation of members of society deemed “hard-to-reach” and the usefulness of such an approach when aiming at resolving social issues. Originality/value This is the first exploratory study that reports on the engagement between a social service provider and its clients in a dedicated Māori (indigenous) context by employing an integrative research approach combining transformative service research, activity theory and engagement theory.