A critical analysis of Caixa's digital social savings account from the perspective of coproduction

The COVID-19 Pandemic led many service providers to carry out innovations in their processes. These innovations enabled the creation of new services intending to increase their efficiency and responsiveness. In this context, the Caixa launched the digital social savings account for the payment of emergency aid that enabled broad and fast access of this product to its beneficiaries. This new service demanded a more active role from its users, who became co-producers in this process. The coproduction of this service was critically analyzed using the Process-Chain-Network Method (PCN). This study identified some difficulties in implementing this service that denoted a lack of implementation of recommended literature strategies. Furthermore, some challenges to the adoption of coproduction in this sector were identified.