Co-creating Digital Services with and for Facilities Management

Rita Lavikka, Teemu Lehtinen, Daniel Hall

Research output: Contribution to journalArticleScientificpeer-review

11 Citations (Scopus)


This study aims to increase understanding about the co-creation of digital facilities management (FM) services with and for FM during a construction project. The paper reports a case study on the co-creation of a digital facilities management service during the Mission Bay medical center construction project of the University of California, San Francisco. The sub-contractors and the FM team co-created a quick-response (QR) code system for valves on the project. This digital service is now used by the FM team for training purposes and in emergency situations when information on valves and their service areas is quickly needed. Researchers made on-site observations, conducted 84interviews, and reviewed archival data in 2012, 2014, and 2016.The findings show that a successful co-creation process consists of three elements: 1) A dialogue between the project parties, 2) The creation of shared context between the project parties, and 3) The creation of shared understanding about the FM’s needs and the service providers’ ways of satisfying those needs. The study describes ways to promote these elements.Previous studies emphasize the need for digital FM but few explain how FMteams can be involved in creating digital services for them. This paper describes how to co-create digital FM services with and for FM in the context of a construction project.
Original languageEnglish
Pages (from-to)543-556
Number of pages14
Issue number9/10
Publication statusPublished - 9 Aug 2017
MoE publication typeA1 Journal article-refereed


  • co-creation
  • Facilities management
  • Digital service
  • Construction project
  • Dialogue
  • Shared understanding


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