Considering the growing importance of technology in public service innovation, together with the increasing role that different actors are taking on in driving such innovations, this study focuses on radical innovation strategies and processes in public services. In particular, starting from the Innovation of Meaning or Design-Driven Innovation approach, it investigates what characteristics the innovation processes are adopted in the development of innovative public services and how a process specifically dedicated to the radical innovation could be characterised. After an extensive literature review, the research investigates the main directions of the innovation management literature in its interaction with public actors, as well as specific methodologies for the management and innovation of services (with a focus on the public). It empirically investigates the processes and actors involved. This empirical research shows how there are different types of service innovation, often more related to technology and its replacement than to new value creation. It shows how certain parts of the process are particularly relevant and critical for the effectiveness of innovation. Drawing on empirical research, an application perspective of Innovation of Meaning is proposed in the search for radical innovation, as an alternative to the more common "outside-in" service design models applied in the public sector. Particular attention is devoted to the characterisation of technology-push and demand-pull models in the context of public services. The research output is represented by the translation of the B2B2C model from a perspective that includes public actors, while defining roles and responsibilities for technology providers who want to create value, Meaning, for the contexts in which they act. An evaluation of the findings, the limitations of the study, and an illustration of possible future research questions to be pursued concludes the research.
Di fronte alla crescente importanza delle tecnologie nell’innovazione dei servizi pubblici, e al ruolo sempre maggiore che diversi attori stanno assumendo nel guidare tali innovazioni, questo studio si focalizza sulle strategie e i processi di innovazione radicali nei servizi pubblici. In particolare, partendo dall’approccio dell’Innovazione di Significato o Design-Driven Innovation, si investiga quali caratteristiche hanno ad oggi i processi di innovazione utilizzati nello sviluppo di servizi pubblici innovativi, e come potrebbe essere caratterizzato un processo specificatamente dedicato all’innovazione radicale degli stessi. La ricerca, a valle di una estesa literature review the approfondisce le principali direttive della letteratura di innovation management nella sua interazione con gli attori del pubblico, nonché di metodologie specifiche per la gestione e innovazione di servizi (con particolare attenzione al pubblico), investiga empiricamente i processi e gli attori coinvolti. Tale ricerca empirica mostra come esistano diverse tipologie di innovazione dei servizi, spesso legate più alla tecnologia e alla sua sostituzione che non alla nuova creazione di valore, e mostra come alcune parti del processo siano particolarmente rilevanti e critiche per l’efficacia dell’innovazione. Facendo leva sulla ricerca empirica, viene proposta una prospettiva applicativa dell’Innovazione di Significato nella ricerca di un’innovazione radicale, in alternativa ai modelli di service design “outside-in” più comunemente diffusi e applicati in ambito pubblico. Particolare attenzione è dedicata alla caratterizzazione dei modelli technology-push e demand-pull nel contesto dei servizi pubblici, così come alla traduzione del modello B2B2C da una prospettiva che include gli attori pubblici, e definisce ruoli e responsabilità per technology providers che vogliano creare valore, meaning, per i contesti in cui agiscono. Conclude la ricerca una valutazione dei risultati emersi, delle limitazioni dello studio, e l’illustrazione di possibili future domande di ricerca da perseguire.
Value creation and public services : a design-driven innovation perspective
Grati, Alessandro
2021/2022
Abstract
Considering the growing importance of technology in public service innovation, together with the increasing role that different actors are taking on in driving such innovations, this study focuses on radical innovation strategies and processes in public services. In particular, starting from the Innovation of Meaning or Design-Driven Innovation approach, it investigates what characteristics the innovation processes are adopted in the development of innovative public services and how a process specifically dedicated to the radical innovation could be characterised. After an extensive literature review, the research investigates the main directions of the innovation management literature in its interaction with public actors, as well as specific methodologies for the management and innovation of services (with a focus on the public). It empirically investigates the processes and actors involved. This empirical research shows how there are different types of service innovation, often more related to technology and its replacement than to new value creation. It shows how certain parts of the process are particularly relevant and critical for the effectiveness of innovation. Drawing on empirical research, an application perspective of Innovation of Meaning is proposed in the search for radical innovation, as an alternative to the more common "outside-in" service design models applied in the public sector. Particular attention is devoted to the characterisation of technology-push and demand-pull models in the context of public services. The research output is represented by the translation of the B2B2C model from a perspective that includes public actors, while defining roles and responsibilities for technology providers who want to create value, Meaning, for the contexts in which they act. An evaluation of the findings, the limitations of the study, and an illustration of possible future research questions to be pursued concludes the research.File | Dimensione | Formato | |
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https://hdl.handle.net/10589/195595