services and models) that simultaneously meet social needs and create new social relationships or collaborations.
or unresolved by services organised by the state. Social innovation can take place inside or outside of public services.
identifying and delivering new services that improve the quality of life of individuals and communities; identifying and implementing new labour market integration processes, new competencies, new jobs,
The need to cut public expenditure often requires services to be designed and delivered in new ways.
The right kinds of systems thinking can open up new possibilities. 2 3) Poor performance highlights the need for change within services.
or deliver services more effectively. Examples include computers in classrooms, the use of assistive devices for the elderly,
and visibility generates ideas. 7) Mapping needs to estimate the existence, nature and distribution of the actual and potential need for goods and services,
Userled research has developed especially amongst long term users of health and social care services. Service users are responsible for all stages of the research process from design, recruitment, ethics and data collection to data analysis, writing up, and dissemination.
and front line staff understand the needs of users and better tailor services accordingly. In industry and commerce the capacity to collect
and chart their own behaviour and actions. 20) Holistic services include phone based services such as New york's 311 service which provide a database that can be analysed for patterns of recurring problems and requests. 21) Tools
and are likely to be critical to future productivity gains in public services. 11 24) Changing roles.
'Increasingly, some of these approaches are being used within the public sector to redesign services. 37) User-led design.
'with designers and professionals still playing key roles as orchestrators and facilitators. 38) Redesigning services with users
and customers of goods and services); knowledge of variation (the range and causes of variation in quality,
Mali and Vietnam. 4 49) Reviewing extremes such as health services or energy production in remote communities.
Design for extreme conditions can provide insights and ideas for providing services to mainstream users.
Michael Young established a national suggestion box in 1968 as part of a programme to promote citizen-led innovation in public services.
but is used increasingly to refer to services as well. 82) Fast prototyping emerged first in the software field,
Images courtesy of Dialogue Café. 3 PROTOTYPING AND PILOTS 53 89) Whole System Demonstration Pilots attempt to test out interconnected elements rather than the discrete services
At other times existing services need to be transformed or replaced. But to move from pilots and prototypes to a securely established public innovation, it is often advisable to set it up as a separate venture,
Systems and services 1. Communities 11. Business plan of benefit 12. Cash These are useful tools
which they operate, providing work, services, and support. Examples include Japanese food consumer co-ops, and the Mondragon family of co-ops in Spain. 115) Mutuals.
For some ventures providing intermediate goods or services the challenge is how to develop a demand chain that processes
'CNA, the umbrella body for artisan producers, provides collective services such as booking, accounting, legal advice, and even political representation to its federated artisans. 134) Collaborative technologies.
Advocacy is the key to creating demand for services, particularly from public authorities for example, making the case for public funding for drugs treatment or sex education.
However, we argue that the design of services should start from the user, and that its diffusion should be approached from the perspective of users,
We also argue that a distinction should be made between services where demand can be expressed in the market (for fair trade or green goods, for example),
User groups create a demand for services, particularly from public authorities by spreading information and lobbying,.
and the public sector to improve their products, services, and processes. As social movements, they constitute an important generator
and diffuser of social innovation. 5 86 THE OPEN BOOK OF SOCIAL INNOVATION 160) Promotion and marketing of innovative services and programmes to encourage behavioural change.
Examples are the‘5 a day'campaign, the promotion of free smoking cessation services, and the new NHS campaign‘Change4life'which promotes healthy activities such as playing football,
or alternative, technologies and services. This removes an element of risk and encourages organisations to invest in specific technologies.
GSM 5 88 THE OPEN BOOK OF SOCIAL INNOVATION and catalytic converters. 166) Creating intermediate demand via the professions for innovative goods and services.
Commissioning and procurement Governments are big customers of goods and services for example, the UK Government purchases £125 billion worth of goods and services per year.
public procurement plays a role in relation to consolidation by purchasing services at scale. 5 170) Commissioning innovative services.
Commissioning has become increasingly important in the public sector, with the increase in contracting out services.
and to create better services which 5 90 THE OPEN BOOK OF SOCIAL INNOVATION are tailored to the needs of service users.
Government is positioned well to serve as an‘early user'of new goods and services demonstrating their value to the wider market.
and services so that they can compete more effectively in the global marketplace. Often this may involve purchasing more costly options
the aim is to design market structures in public services which create incentives for innovation. It has been one of the driving ideas behind the introduction of choice in the NHS,
which to buy'health services for their population, with Primary Care Trusts (PCTS) continuing to hold the‘real'budget.
services for patients to enable better use of resources. 175) Payment by results in the NHS involves paying providers a fixed price (a tariff) for each particular case treated.
Joint commissioning is particularly important where there are complex needs and multiple services involved. Examples include:
child and adolescent mental health services; or youth offending teams. 182)‘ Share in savings'contracts, as pioneered by the US Information technology Management Reform Act of 1996.
and provided live audio description services at sporting events. 6 This is an instance where the goals of the organisation to generally improve the quality of life for the blind necessitated a collaborative approach to growth that has changed the organisational field,
but it is undertaken also by an industry body like the Soil Association or the UK's energy efficiency body National Energy Services (NES).
and promote their services ranging from microcredit to housing and sanitation. 193) Trade fairs are an important means of spreading information about new products, services, and organisations.
They also fulfil an important networking function. They can be used as an explicit tool to spread social innovation for example in fields such as eco-building. 194) Diffusion through media.
In Italy, small and medium firms have developed consortia to provide collective services where scale is important.
disclosing private information (in return for more personalised services; giving time (for example, as a school governor);
and user-generated metrics such as the‘sousveys'surveys undertaken by citizens on services provided by the state used to gather chronic disease data in Sheffield
Systemic innovation is very different from innovation in products or services. It involves changes to concepts and mindsets as well as to economic flows:
The idea of a radical decentralisation of formerly centralised production is recasting many services. In energy services, for example, localised energy systems are reappearing,
linked both to domestic energy generation through renewables, or micro combined heat and power, and through the development of community trigeneration systems such as those in Woking and London.
and social care. 231) Changing the‘scripts'around services. The script of a service or practice provides its meaning and rationale.
So is the slow re-orientation of healthcare services from illness to the creation of conditions for positive living.
but to make future services more effective and fulfilling. An example, which could be applied in other fields,
These reorient services around support for the user rather than the simple delivery of a standardised package.
and transport to housing design and finance. 236) Holistic support models for services such as The Key, Ten UK's support service for head teachers
which provides support for every aspect of school management. 237) Personalized support services such as personal health and fitness coaches, increasingly backed up by shared data services and networks.
and 1990s often focused on disaggregating services, creating back offices separate from the front line, and breaking services into modular elements.
In practice this often led to lower These are envac points at the Hammarby Sjöstad low-carbon housing development in Stockholm, Sweden.
This was seen as crucial to creating a holistic set of services to deal with children's needs,
Changing funding flows can also encourage preventative services. One example is Oregon's Justice Reinvestment programme a local approach to justice decision making
They help to establish markets for new services and projects, and to spread innovations by developing networks which highlight,
and then report back through the region's Centres for Real Services. The Young Foundation has employed an experienced investigative journalist to play a similar role in healthcare, scanning for promising new projects,
It has focused on supporting innovation in schools and children's services, the third sector, and local government. 282) Local innovation teams such as SILK at Kent County Council,
including helping fathers to access statutory services, and teaching young women about healthy living and how to cook healthy food on a low budget. 283) Specialist innovation units,
Examples range from Wordpress to projects like the School of Everything that blurs the boundary between formally accredited professionals and others that provide similar services. 311) Co-production platforms.
With platforms, the distinction between customers and producers dissolves as‘customers'produce services themselves. This is the case, for example, with Lego.
This includes file sharing services such as Napster, and open-source software such as the Linux operating system, the Mozilla Firefox browser,
Brokering Innovation In public Services.''London: Innovation Unit. Other interesting articles on the role of intermediaries in supporting innovation include:
However, while it already plays the key role in developing new models and services to meet social needs,
Their production ranges from the micro scale of domestic care in the household to the universal services of a national welfare state.
and many contract services to the state. Yet organisations like Oxfam and Age Concern are shaped still primarily by the grant economy in how they raise their money,
how they distribute their services, and in their forms of accountability. The shaded area in the diagram opposite represents those parts of the four sub-economies that together constitute the social economy.
The Young Foundation 144 THE OPEN BOOK OF SOCIAL INNOVATION healthcare, combining commercial provision of goods and services with mutual support and roles for NGOS.
selling products and services to households, and engaging individuals as workers. In some cases, firms have used the particular relations that characterise households as a channel for selling.
and volunteering from one direction, to a multitude of services from the other. One of the most sensitive areas of this interface is
and parcel various activities and services out to contractors from the market and third sector such as prisons, healthcare, adult education, and so on.
sometimes playing direct roles in redesigning services. Examples include expert patients, groups and mobilising ex-offenders in service design (see method 38). 321) Learning cultures.
These are easier to design for technologies than services, and bring all the problems associated with performance incentives,
and run their own services in place of existing state, regional, or national bureaucracies. These can be a powerful driver for innovation
and other services. 340) Tracking public finances may be aided by public balance sheet accounting and greater transparency of public finance (as happens in Estonia).
and hypothecated fees for services by the state. 1 156 THE OPEN BOOK OF SOCIAL INNOVATION 350) Public subscriptions, lotteries,
which will reduce demand for services. Public mediums of exchange and means of payment Most public finance is undertaken in national currencies.
arrange, and pay for their own care and services (see also method 183). 353) Quasi-currencies and environmental permits,
and allow services to be reconfigured, often prompting innovative ways of thinking about services. Cards like the Hong kong Octopus transit card or the London Oyster card have considerable potential for expansion. 356) Loyalty
and incentive schemes can support and promote healthy and sustainable living. Examples include the joint Young Foundation/1 SUPPORT IN THE PUBLIC SECTOR 157 Birmingham East and North Primary Care Trust (BEN PCT)‘ Healthy Incentives'programme
whether the investment leads to lower pressure on hospitals and acute services. 374) Bonus payments on spending aligned to social outcomes such as the UK Government's Performance Reward Grant for local area partnerships
IDEA (2005)‘ Innovation in public services: literature review.''London: IDEA; Mulgan, G. and Albury, D. 2003)‘ Innovation in the public sector.'
ii) service or product innovations (new features and design of services;(iii) delivery innovations (new ways of delivering services
and interacting with service users);(iv) process innovations (new internal procedures and organisational forms; and (v) system innovations (including governance structures.
human resources and IT consulting services. 417) Philanthropic‘ebays'.'Philanthropic platforms such as Volunteermatch which help people find volunteering opportunities in their local area. 418) Donor platforms, such as Globalgiving, Altruistiq Exchange, Network For good, Firstgiving and Guidestar.
which allow recipients to rate philanthropic foundations. 427) Providing extensive information on NGO performance, such as Guidestar's services and databases in many countries worldwide,
Packages of support A network of support services for grant-based organisations has developed, some are specialist private firms,
They provide legal and business advice, offer free mentoring services, and help to raise funds. 428) Support services for innovators including mentoring,
information and advice, connections and networks, and public visibility, such as Cleveland's Civic Innovation Lab in Michigan and the Social Innovation Generator in Toronto, Canada. 429) Capacity-building support.
In some cases, clusters of social enterprises have developed a network for collaboration and joint services
which has enabled them to access services normally available only to large firms while remaining small themselves.
For example, Turning point in the UK provides among other things rehabilitation services for those affected by drugs or alcohol.
Others sell goods and services to customers while working towards their objectives behind the scenes
Image courtesy of Michael Valli. 3 SUPPORT IN THE MARKET ECONOMY 183 which is sold a magazine by homeless people. 443) Social enterprise mutuals as providers of joint services for their members,
for example welfareto-work services, prisoner rehabilitation or disability services. 447) Extending the cooperative economy in production,
including MONDRAGON and Peruvian coffee co-ops. 448) Foundations as owners of corporations, such as the Bertelsmann Foundation and the Robert Bosch Foundation.
Some are more‘hands on'such as the provision of services for social good and others are more‘hands off'such as providing resources such as proprietary technology. 449) Corporate social responsibility (CSR) that involves a mix of grant giving,
For example, a GP's practice in Tiverton, Devon, awards a kite mark to local shops and restaurants that provide healthy food and services. 480) Consumer guides and reviews.
both in assessing products and services on the basis of social criteria, and in providing publicity to social enterprises.
They create their own protected economies with discounts for particular products and services from specified places.
There remains scope for a considerable expansion of these methods to promote social and environmental goods and services. 482) Local trading currencies.
and tools that underpin the new systems are developing innovative business models to cover the costs involved this is especially the case where services are provided for free.
donations, charging for some services to cover the costs of 100 400 350 300 200 150 50 250 0 Germany Italy UK France Finland USA Paid work
Issues such as the distribution of working time, the valorisation of voluntary labour, the content and channels of life skills learning, the role of many of the social and educational services, the arrangements for retirement and unemployment, the size
Prosumption There has been marked a development of users becoming more engaged in the production of services.
In the words of Alvin Toffler, they have become‘prosumers'producers as well as users of services.
that has been replicated in several countries. 520) Group services for networks of households, generalising the principle of sheltered accommodation.
These are having profound implications on services and models of collective action. 522) Developing new models of care and support.
Image courtesy of San Patrignano. 4 SUPPORT IN THE INFORMAL OR HOUSEHOLD ECONOMY 207 This could include educational coaching services, relief and backup for home carers, health coaches, birthing
the Clissold Park User Group) that become champions for new ways of organizing services. Social movements Social movements have been the source of major waves of social innovations over the past 40 years notably in food, the environment, healthcare,
149 311 Services 21 Aalto University 134 Abecedarian Project 111 Academies 116; 192; 185 Accelerators 135 Accountability 3;
a lesser extent) developing countries are increasingly dominated by services rather than manufacturing. Over the next 20 years, the biggest growth for national economies is likely to come in health education,
and public organizations deliver services, in which public policy plays a key role, and in which consumers co-create value alongside producers (no teacher can force students to learn
and services that are motivated by the goal of meeting a social need and that are diffused predominantly through organizations
In business, people talk of the chasm that innovations have to cross as they pass from being promising pilot ideas to becoming mainstream products or services.
people talk of the chasm that innovations have to cross as they pass from being promising pilot ideas to becoming mainstream products or services...
For example, the Samaritans in Australia have become a provider of welfare services rather than just a telephone counseling service;
and evolved into a major supplier of curbside recycling services, and it is now moving into providing primary health care services.
Generally, bigger organizations have more absorptive capacity to learn and evolve but small ones can gain some of this ability through the skills of their staff and through taking part in the right kind of networks.
It is notoriously difficult for government to close even failing programs and services, and there are few incentives for either politicians
when contracts for services reward outcomes achieved rather than outputs or activities, or when there is some competition
We also have advocated more deliberately designed spaces in public services that encourage experimentation (such as the U k.'s public service zones that allowed national rules to be broken,
S. Osborne, Voluntary Organizations and Innovation In public services,(London, U k.:Routledge, 1998. For general capacity building, see E. Evans and J. Saxton, Innovation rules!
described our work on defining digital social innovation through investigating more than 250 case studies of digital social innovation services,
and in new services and approaches that generate social value; but much of this potential isn't yet being realised.
and the growth of digital services has resulted in an imbalance between the dramatic scale and reach of commercial Internet models and the relative weakness of alternatives.
and are unable to gather a critical mass of users that can adopt the services.
and policymakers to understand what services, standards or digital projects are being developed, and what is the density of DSI activities in Europe.
if they are to become useful products and services. The discussions also highlighted the need to begin more strategic mapping of the impact created by Fablabs to inform the shape of that future support..
Innovation policy is defined as public intervention to support the generation and diffusion of new products, processes or services.
for instance in energy, mobility, government services, technology design, quality of care, education and working patterns.
and services Competing with the ecosystem Governments as service providers: resources to regulate (zero-sum game) Governments as platforms orchestrators:
Also, they provide a wide range of services and play diverse roles in the quest for articulating user involvement,
from support to entrepreneurial lead users to needs-finding or user experience services. Actually, their goal could be described as the creation of innovation arenas where multiple actors can experiment in an open, real life environment.
others focus on groups of services to local citizens. We can therefore speak of urban labs (living labs methodologies
services and even developments based on win-win strategies to pave the way for coselling developments and services on the European or global market, rather than just in their local regional market.
3) citizen advocates who want services and information to make their lives better, 4) open advocates who believe that governments act for the people,
As a consequence, products and services are the result of individuals'bright ideas and, only to a small extent, of cooperative work Lack of visibility:
Many new IT-products and services just go unnoticed. This has further consequences. One of the most important has to do with funding.
They provide a wide range of services and play diverse roles in the quest for articulating user involvement,
from support to entrepreneurial lead users to needs-finding or user experience services. Within the innovation ecosystem, there is a wide community of living labs,
to carry out tests and pilot programmes on products and services with an urban impact, which are in the pre-market stage and in line with the city government's aims, priorities and lines of action.
linked to environmental protection, the development of new digital applications or services, or green living experiments.
Barcelona Urban Lab was created to facilitate the use of urban space in the city of Barcelona as an urban laboratory available to companies that need to test their products and services in a real environment.
These pilot products and services have to respond to an unmet municipal need and must provide a new service that helps to improve people's quality of life.
It offers different types of services to its members depending on the fee they pay: certification, communication and promotion, project development,
education, organisational capacity building and services, and business opportunities. of the community actually depends on the networks.
It also offers the basic network secretarial services in order to support the networking activities and information flow among these members.
On one hand, despite the networking services offered by enabling structures such as ENOLL, living labs work very independently,
and getting advantage of the services it offers depends on the resources the living lab has.
and services due to the poor quality of information being opened up. In this respect, the release of incomplete datasets such as patchy price and performance information for adult social care, plus factors such as inconsistent reporting across local authorities, mean that the data quality does not help developers.
One of them is Goteo85), a social network for crowdfunding and distributed collaboration (services, infrastructure, microtasks,
Although Challenge. gov is administered by the US General Services Administrations, there are many agencies participating and the challenges are quite diverse:
and accelerators/support to entrepreneurs Building a company Developing new products/services Solving initial support problems Exposure
and reputation Open/big data Organization of competitions Support for networking Knowledge sharing and dissemination New services Generation of economic value Transparency Political incentives (reputation) Technical support Monetary incentives
However, related-services might not be. For example, open source software and its supporting code are generally free of cost to download,
and technical support services. Though the services cost money, the cost may still be smaller than what legacy commercial products charge and,
if an R user does need not the additional services, then, s/he does not have to pay for them.
In this respect, governments might be interested in signing contracts with open source developers for 37 governments are, more and more,
We have referred already to some of them in section 5. 4 as enablers for some of them are also intermediary platforms that provide resources and offer services.
at the same time they provide services to entrepreneurs that support their development. Incubators, for example, are physical locations that provide a defined set of services/tools to individuals or small companies.
This may include specific types of office space, flexible lease terms, access to technology, financing,
and other business development services). By locating similar or complementary entities in proximity to each other, the incubator may also play a critical role in promoting knowledge transfer, both formally and informally,
and customised services to users. It serves as a new monetisation channel for app developers.
and developing and commercialising new products/services are the two main motivations for developers. The Developer Economic Report Q1 201498 particularly refers to mobile apps developers
and seed funding) and, also, with support services. Some organisations have launched already incentive programmes that provide support for entrepreneurs in their initial business developments stages.
the innovation networks required to transform users'needs into real products and services. Fostering economic growth is an important motivation as well.
One of the goals of the activity is to support the creation of new exportable products and services and,
Offering better and new services is another motivation to engage in open data initiatives. According to Berners-Lee (2012), opening up data is fundamentally about more efficient use of resources and improving service delivery for citizens.
More and more, citizens expect city services to be available online. Reusing public sector data can lead to the development of improved
This can also lead to improved e-government services being developed by public administrations. What's more, local authorities are actively pursuing open data strategies to collaborate with citizens and the private sector in developing services from this data.
Co-created or co-produced public services better meet the citizens'demands. Also, local governments can use their data to provide (real time) information to address issues from traffic congestion to peak load electricity management.
Other services such as reporting tools can allow citizens to report local problems to the council just by locating them on maps.
creating services and applications from those free data. This means a new market niche, based on digital contain,
what helps to create richness and the possibility to offer added value services. Additionally, it promotes the competitiveness among companies,
the programme provides to (potential) publishers of open datasets, three types of services: 1) data and metadata preparation, transformation and publication services that will enable them to share the metadata of their datasets on the pan-European linked metadata infrastructure delivered by the project,
2) training services in the area of (linked) open data, aiming to build both theoretical and technical capacity to European union public administrations,
in particular to favour the uptake of linked open data technologies, and 3) information technology advisory and consultancy services in the areas of linked open data technologies, data and metadata licensing,
and business aspects and externalities of (linked) open data. Certainly, monetary incentives also matter. Funding open data projects may encourage the release of public data.
and insights of a crowd of people to create new products and services), 2) crowd-voting (where the community votes for their favourite idea or product),
In many cases, new services cannot be envisaged at the time that these open tools are developed,
which others can build useful services and networks. The traditional emphasis on roadmap-driven programmes and research needs to be complemented by bottom-up initiatives.
academics and policymakers. practitioners-people who run services and who know what the problems/challenges/opportunities are.
whilst Apple, Amazon and Microsoft controlling the mobile market and cloud-based services platforms). Furthermore, the Digital economy is now mainly based on business models that aggregate,
Most users have accepted exploitative business models based on privacy infringement and often hidden surveillance mechanisms in exchange for free services.
and pan European digital services that underwrite robust, equal, society-wide access to connectivity. This includes the need for open data distributed repositories, distributed cloud, distributed search,
or Android) as a kind of regulated monopoly able to ensure some basic services at European level,
on top of which a whole new open ecosystem of services and applications could flourish, in a participatory innovation model,
which platforms it talks to and the platform determines which services, products or spinoffs are supported.
and services that adds value for users and strengthens overall European added value. Innovation should no longer be the result of top-down push technology strategies
or services and thereby propelling broader-based innovation policies. Although, as stated in section 2,
Although many of these intermediaries offer technical support services and networking activities, a lot remains to be done in order for them to reach a wider audience
products and services to see where they are placed currently on the Standards of Evidence, enabling funders (public and private) to understand how confident they can be in social entrepreneurs claims of impact
and help funders (private and public) to measure the impact of all the products and services they fund,
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