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Innovation: A Critical Assessment of the Concept and Scope of Literature Read chapter Read first chapter

2015 | OriginalPaper | Chapter

How to Manage a Service Innovation Process in the Public Sector: From Co-Design to Co-Production

Author : Tuula Jäppinen

Published in: The Handbook of Service Innovation

Publisher: Springer London

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Abstract

This chapter addresses the management of the service innovation process in the public sector. Traditionally, innovation activities have been viewed in economic terms as the allocation of resources to innovation, while scholars have consigned the innovation process itself to a “black box.” Service users and frontline staff are the most common sources of innovation in the public sector. Service co-design and co-production, in consultation with citizens, is a radical method of public sector renewal. This chapter discusses how the local government sector can use change management to better benefit from user-driven innovation in public sector renewal, with examples provided from the United Kingdom, Denmark, and Finland, who are pioneers in user-driven innovation. In addition, these new forms of user-democracy are linked to budgeting and decision-making routines related to public services. Empirical data were drawn from the Finnish Customer-oriented Service Network Project in Helsinki, referred to as the Lauttasaari Project, which is discussed in detail in terms of change management, decision making, and innovation management.

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previous chapter Frugal Services Innovation—Lessons from the Emerging Markets and an Adoption Framework for First-World Corporations and Governments
next chapter Innovating Universities: Technocratic Reform and Beyond
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Metadata
Title
How to Manage a Service Innovation Process in the Public Sector: From Co-Design to Co-Production
Author
Tuula Jäppinen
Copyright Year
2015
Publisher
Springer London
Book
The Handbook of Service Innovation

Print ISBN: 978-1-4471-6589-7

Electronic ISBN: 978-1-4471-6590-3

Copyright Year: 2015

DOI
https://doi.org/10.1007/978-1-4471-6590-3_32