Challenges of Bringing Citizen Knowledge into Public Sector Service Innovation

Lea Hennala (), Suvi Konsti-Laakso and Vesa Harmaakorpi
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Lea Hennala: Lappeenranta University of Technology
Suvi Konsti-Laakso: Lappeenranta University of Technology
Vesa Harmaakorpi: Lappeenranta University of Technology

Chapter Chapter 14 in Practice-Based Innovation: Insights, Applications and Policy Implications, 2012, pp 255-275 from Springer

Abstract: Abstract User-driven innovation is an essential part of practice-based innovation. This study, which belongs to user-driven service innovation research, attempts to find out what kinds of challenges there are pertaining to a municipal resident-involving service innovation approach in the public sector. This research question is approached from the points of view of both the municipal resident and the public authorities. With the municipal resident point of view we aim to find out how the municipal residents as service users are disposed towards having the possibility to personally participate in the service development activities, and from what kinds of positions the service users produce a voice to support service development. The public authority point of view examines how the customer-driven service development approach is perceived by the developer authorities, and from what kinds of positions the developer authorities listen to the message compiled from the users’ voices. As a result we present six challenges of the service user-involving service innovation approach. The case study is based on the qualitative analysis of four research datasets.

Keywords: Public Sector; Service User; Innovation Activity; Service Renewal; Service Development (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-21723-4_14

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DOI: 10.1007/978-3-642-21723-4_14

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