-plementary or competitive technologies or services that might increase or lower the appeal of the
Increasingly, innovation in new products/services and the implementation of key pro -significant implications for family owners and managers, the SME employees, and the
-novative products and services are positioned to compete more successfully through the development of new products and processes, before competitors in first-mover ad
through offering new products and services; adopting new operating practices: techno -logical, organizational, or market-oriented;
-velopment is based on new products/services, opportunity recognition, process/practice development, and creativity in accomplishing goals
Other services 14 4 1. 4 4 2. 9 Retail 5 112 38.2 46 33.6
existing products and services, proactiveness and calculated risk-taking, innovative marketing, and others as suggested by the innovation variable.
In addition, existing unique products/services in the company's port -folio are investigated. In order for innovation to occur,
products/services have introduced you in the past 5 years or since you started up your company?;For how many of these new products/services have collaborated you with
external partners?;With what type (s) of partner (s) did you collaborate?;Which are, in
products/services? Analysis of the responses to the survey has led to a (qualitative overview of the OI activity (in terms of frequency of use, types of partners, etc.
showcase examples of innovative products/services introduced by the small firms in our sample, the role of OI in these innovations,
generate a higher number of new products/services than their peers that do not actively
private art/creative services practice inaugurated in late 2014 Figure 1 The breakdown(%)of the sample into four distinct age categories:
service firms e g. health services (clinics), computer-programming services, design advertising, consulting practice, etc. Next, in descending order, 25%of the organizations
services LEAN manufacturing consultancy: â€oe†Rent a manager†or †rent specialistâ€. (â€) We are
having introduced between 1 and 5 new products/services in the previous five years or
products/services introduced in the past 5 years or since the company was founded To provide more in depth information on the specifics of innovative activities
number of new products/services resulting from collaboration Fewer than five companies in our sample responded that they typically conduct all of
creating market acceptance of new products/services more easily (Lasagni, 2012 12 Figure 6 Collaborativeness and variety of partners for innovation in the sample
their respective industries, such as health services and consulting, to the extent that their new services are developed in collaboration with partners
13 By contrast, the SMES in our sample have reported also a number of drawbacks to
have introduced fewer than five new products/services on the market since their establishment. In undertaking this exploration,
their portfolio of new products/services on the market point out that accessing innovative knowledge and sharing the costs of innovation with partners are among the most
products/services on the market, and their overall competitiveness, which is in congruence with the OI literature.
terms of number of new products/services brought to market in our sample of SMES is
are more likely to report that all of their new products/services were realized with the help of collaborators than less innovative SMES
services/Role of OI in innovation 1 2-5 >5 None 7%6%0 %Some 12%24%21
The Oslo Manual considers both goods and services as †productsâ€, whereas the survey employs the classic †product/service†dichotomy
As one health-services company owner/manager remarked: â€oe (in our organization) new needs are identified on a permanent basis. What others
services to the region. For the 2014-20 Structural Fund cycle, the EC has a new role in approving national and
the impact of the infrastructure in the region in enhancing employment, goods and services In some countries (e g.
social innovation in the development of new skills and services University participants felt that the future challenge for ERDF
there will be different types of institutions to provide different services An agreement from all participants was that this dialogue must be built on trust,
Consultancy services may also be developed for the execution of projects. In particular, multi-disciplinary research and management skills are needed to address many
the development of advanced services to enterprises, especially SMES, for example, intensive computing facilities, experimental platforms (e g. agro-materials platform, chemical and physical analysis services
Universities are obliged commonly to merge different competitive funding sources and since 2011 French universities as a whole have been involved fully in implementing the new national programme, Programme
and design support services including product design, prototyping and usability testing to develop innovative healthcare products.
services, and as a vital contribution to achieving greater value for money in public services Just as the Lisbon Strategy for jobs and growth focused on innovation
population has increased dramatically demands on health and care services and; in some cases migration and hyper-diverse communities have put a
solutions need to provide better access to services (health care housing and education) and opportunities for learning and
inclusion, a strengthened industrial base and a vibrant services sector are not alternatives. They reinforce each other.
and develop products and services for a more sustainable future. They argue Research and innovation are essential
and services that reach the market. European Technology Platforms have untapped potential and could strengthen their contribution to Europe†s
marketing of new innovative products and services in sectors of strategic importance. These †lead markets†are defined as:
products and services with high growth potential, where EU industry can develop competitive advantage to lead in international markets and which
Clearly, health, long term care and green products and services are significant growth sectors. For example, spending on healthcare, currently between 5
processes of invention, diffusion and adoption of new services or organisational models, whether in the nonprofit, public or private sector.
or unresolved by services organised by the state Social innovation can take place inside or outside of public services.
delivery of services. As such, it is at odds with other definitions which provide the scope for †bottom-up†approaches to social innovation and which
•identifying and delivering new services that improve the quality of life of individuals and communities •identifying and implementing new labour market integration processes
services and models) that simultaneously meet social needs (more effectively than alternatives) and create new social relationships or collaborations.
and services far beyond any other public services (see chapter 3 Growing numbers of movements are taking shape globally â€
services accordingly. There are also many organisations which organise the prompts to themselves †through mapping and research
elements rather than the discrete services or actions usually associated with pilots. These demonstration pilots are focused currently on
At other times existing services need to be transformed or replaced. But to move from pilots and prototypes
and spreading new services, especially through the growth of contracting out services. Although often driven
by the need to cut costs, commissioning has also been used as a means to introduce service innovation in publicly funded provision.
services at scale. xlix 6. Systemic change. This is the ultimate goal of social innovation Systemic change is very different from innovation in products or
services, and usually very different from innovation in business. It 30 usually involves the interaction of many elements:
services and models into practice sustainably and on a large scale. Seen through an economic lens the problem of social innovation is that
deliver services; too often contracts set unrealistic prices which prevent full cost recovery; and in many cases, contracts involve an excessive burden of
and local communities co-design services together. One example from the UK is Participle, set up in 2007 to apply design approaches to public sector
rather than needs, to encourage openly inclusive services, to move away from a financial focus and towards a focus on resources,
force in the design of new services •Highly Iterative †ideas are tested rapidly through prototyping
source untapped specialists, Participle are able to design services that people want and will use.
focus is on implementation and rolling out services The design process used by Participle is based on the Transformation Design
Department for Work & Pensions, to design new services to improve the quality of life and well-being of older people.
services and systems are configured (away from a near exclusive focus on care and towards building relationships and participation.
Southwark Circle is a model of how future services might look across Britain. lxiv There has yet to be any full evaluation of the benefits
The portal brings together health information and online health services in one place, with personalised features for citizens over the age of 15.
services include health related information and advice, online booking facilities, prescription renewal, ordering prescriptions online, online
For healthcare professionals, services include online access to the patient appointment calendar, laboratory data, patient records, waiting list
services (i e. they do more than campaign, lobby or advocate The term social enterprise covers a wide range of organisations from co
in France and Sweden, childcare services make up the bulk of social enterprise activity; in the UK, social enterprises cover
network of existing mobile phone services and kiosks, transforming them into M-PESA agencies where money can be deposited
M-PESA can be used within different services, including money transfer, bill payment, and in the near future will be accepted as payment on some public
transport services. The system prompts more regular loan repayment as customers in hard-to-reach areas have easier access to a means of money
services, therefore making an important step towards greater financial inclusion Collaborations across sectors †Grameen Danone Foods Ltd
expanded into a social enterprise which provides wrap around services for social welfare in the community.
As part of the broader reform of mental health services in the late 1990s, the Greek government introduced a new legal form, the limited liability social co
means that it has access to national health services staff and premises. One of the other innovative aspects is that those who work for a Koispe may earn a
and services where social need arises. In its mission to effect maximum transparency, all savings and investment accounts
prosumption †that is, where users are also producers of services they consume †this is especially the case in areas such as health and care
over the world can register to use a number of useful services. Global services include the coffeehouse chat room,
where advice can be sought from other parents on issues as varied as new recipes and how to get your child to sleep
range of services including carpentry, plumbing and decorating and manufacture a range of artisanal products such as cheese, wine, oil and
and services, following a principle of autonomy. The rest comes from private donors or companies that
services Open Initiatives †Riversimple, UK By harnessing the knowledge and ideas of a global community of volunteers
Generation Services paved the way to a â 70 million public fund backed by Portuguese and EC Structural Funds,
services. The public sector also has established some well tools for financing innovation beyond its borders, particularly through R&d funding for science
services to manage individualised budgets under the personalisation of care agenda, growth †for existing organisations, innovation †for early stage
request †for organisations proposing alternative provision of NHS services into a social enterprise. Further to this, the fund holds workshops where
to brainstorm solutions to new and emerging needs and design services, it also seeks to build capacity for user-centred innovation across the council
SILK has had a number of success stories including developing services for fathers with Kent Children†s Trust.
services are delivered The 27e Region, France The 27e Region is based an NGO in Paris, supported by the Association des
Specific training for upgrading the quality of services for third sector institutions, organisations and enterprises will also be available, in the
quality and profitability of healthcare services if new procedures are simultaneously developed in an innovative way.
Healthcare Services which was initiated in 2008 to develop relations between government and public sector bodies in developing healthcare services, and
Built Environment initiated in 2009 to improve productivity through environments designed to promote well-being. cv
Technology, Services and IT Implementation, Biotechnology, Working life Materials, Transportation, Cross-Sectoral Issues, Knowledge of Innovation
Workshops will be run to enhance co-creation of ideas and services between the three institutions involved in the hope to create a diverse and
enterprises currently working outside the NHS to develop services that NHS commissioners want to contract to help deliver better health outcomes.
services, and secure investment from funds such as the Social Enterprise Investment Fund (SEIF) and the Regional Innovation Funds (RIF) managed by
Innovation in health services and social care will happen faster if the entrepreneurial energy, skills and values of NHS
creating new services, a SEIR with roots in the local social enterprise culture works to change the culture of an organisation
propose improvements to services. The Seoul Metropolitan government, for example, launched its Imagination Bank in 2006.
This knowledge is crucial in improving services and making government more accountable. Open models provide one approach for
services However, existing commissioning and procurement structures are not well designed for social innovation. In most cases, contracts are too short-term
opportunities to deliver services; too often contracts set unrealistic prices which prevent full cost recovery;
dementia services Personal budgets Personal budgets involve users being allocated a budget to be used for ongoing care needs.
citizens by giving them greater control over the services they receive. As such, they †should be seen in the context of the wider movement to empower
disproportionately high prices for their basic services and overheads. cxxi The †starvation cycle†of non-profitscxxii
user†of new goods and services, demonstrating their value to the wider market. In this way, the government can provide revenue and
services so that they compete more effectively in the global marketplace •In the consolidation phase of innovation, procurement can also play a
for the acceptance of new or alternative technologies and services. This removes a certain element of risk
deliver services; too often contracts set unrealistic prices which prevent full cost recovery; and in many cases, contracts involve an excessive burden of
the fact that their services are often only emerging from prototype or niche production stages,
innovative products and services can be reduced substantially by allowing procurement officers to work closely with potential suppliers.
and success of social ventures, initiatives and services, which incorporate social as well as financial impact, are also coming into play, all of
of social ventures, initiatives and services, which incorporate social as well as financial impact, are also coming into play,
services), for new business opportunities. The concept of social innovation should therefore also include Corporate Social Innovation. 3
societal services by both the public, private and third sectors, bridging the gap between the Digital and the Social agendas. â€oeeurope needs to do more to
Services, Brussels; European Monitoring Centre on Change. Available at http://www. eurofound. europa. eu/pubdocs/2009/82/en/1/EF0982EN. pdf Accessed on 11
cxvii Cabinet Office (2006), Partnersh ip In public Services: An action plan for third sector involvement
more money on services but fails to indicate public willingness to pay for this course of action
services (MES Electromobility (ELM Storage Smart grids (SG Offshore Unconventional gas exploration (UGE PRIMARY ENERGY
T&d Servicest&d Services SMART GRIDS 22 X Warsaw (February 2012 AN EXAMPLE: ELECTRIC VEHICLE INITIATIVE
innovations as new ideas (products, 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
services to be designed and delivered in new ways. Major cuts can rarely be achieved through traditional efficiency measures.
3) Poor performance highlights the need for change within services This can act as a spur for finding new ways of designing and delivering
deliver services more effectively. Examples include computers in classrooms, the use of assistive devices for the elderly,
the actual and potential need for goods and services, specifically where the need is need a social.
and social care services. Service users are responsible for all stages of the research process †from design, recruitment, ethics and data
of users and better tailor services accordingly. In industry and commerce the capacity to collect
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
to redesign services 37) User-led design. Users are placed often best to identify their own
38) Redesigning services with users and producers such as the work undertaken by design consultancies like IDEO, thinkpublic, Participle
and customers of goods and services knowledge of variation (the range and causes of variation in quality, and
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. For example redesigning buildings and objects to be used more easily by people with
used to refer to services as well 82) Fast prototyping emerged first in the software field,
interconnected elements rather than the discrete services or actions usually associated with pilots. A good example is the current experiment
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
and services 11. Business plan1. Communities of benefit 12. Cash These are useful tools, both for managers and investors, that drive
communities in which they operate, providing work, services, and support. Examples include Japanese food consumer co-ops, and the
services. There are now 125 NHS Foundation Trusts that have been established as multi-stakeholder mutuals; GPS have organised mutuals to
services 128) Distributed organisations. Many social ventures try and avoid strict hierarchical structures by remaining small and by subdividing (like
intermediate goods or services the challenge is how to develop a demand chain that processes
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
services should start from the user, and that its diffusion should be approached from the perspective of users, not least because they are in many cases also co
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
User groups create a demand for services, particularly from public authorities by spreading information and lobbying.
on businesses and the public sector to improve their products, services and processes. As social movements, they constitute an important
160) Promotion and marketing of innovative services and programmes to encourage behavioural change. This includes market
the †5 a day†campaign, the promotion of free smoking cessation services and the new NHS campaign †Change4life†which promotes healthy
new, or alternative, technologies and services. This removes an element of risk and encourages organisations to invest in specific technologies.
goods and services. This could include purchasing and reusing goods made from recycled or green materials †for example, re-skinned office
Governments are big customers of goods and services †for example, the UK Government purchases £125 billion worth of goods and services per year
Alongside initiation, escalation and embedding, 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. Although often driven by costs, it has also been used as a means to introduce service innovation in publicly funded
provision. Local government in the UK has used commissioning to experiment with alternative service models provided by social enterprises
and to create better services which 5 90 THE OPEN BOOK OF SOCIAL INNOVATION are tailored to the needs of service users.
an †early user†of new goods and services, demonstrating their value to the wider market.
which can help organisations refine their products and services so that they can compete more effectively in the global marketplace.
the aim is to design market structures in public services which create incentives for innovation. It has been one of the driving
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
important where there are complex needs and multiple services involved. Examples include: drug action teams; behaviour and education
child and adolescent mental health services; or youth offending teams 182) †Share in savings†contracts, as pioneered by the US Information
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 â€
body National Energy Services (NES 5 SCALING AND DIFFUSION 95 189) Adapting models to reduce costs
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
developed consortia to provide collective services where scale is important. Many of these consortia are for marketing, with groups of
personalised services; giving time (for example, as a school governor or giving up other personal resources (for example, giving blood.
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
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
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.
services more effective and fulfilling. An example, which could be applied in other fields, is holistic early years†education provision.
These reorient services around support for the user rather than the simple delivery of a standardised
236) Holistic support models for services such as The Key, Ten UK€ s support service for head teachers
237) Personalized support services such as personal health and fitness coaches, increasingly backed up by shared data services and networks
Service design in the 1980s 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 Sjã stad low-carbon housing
development in Stockholm, Sweden. Waste is dropped in the inlets †a vacuum system sucks it to the collection terminal where it is sorted.
This was seen as crucial to creating a holistic set of services to deal with children†s needs,
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
for Real Services. The Young Foundation has employed an experienced investigative journalist to play a similar role in healthcare, scanning for
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, which
including helping fathers to access statutory services, and teaching young women about healthy living and how to cook healthy food on a
accredited professionals and others that provide similar services 311) Co-production platforms. Traditionally, we think of businesses
†customers†produce services themselves. This is the case, for example with Lego. Lego have created a web platform †Designbyme 3. 0 †which
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:
already plays the key role in developing new models and services to meet social needs, it could play an even greater role
services of a national welfare state. Although analytically distinct from the private market, it includes social enterprises engaging in the market, as well as
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
how they distribute their services, and in their forms of accountability The shaded area in the diagram opposite represents those parts of the four
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
of services from the other. One of the most sensitive areas of this interface is when associations and movements from the household economy partially
and parcel various activities and services out to contractors from the market and third sector †such as prisons, healthcare
sometimes playing direct roles in redesigning services. Examples include expert patients, groups and mobilising ex-offenders in service design
services, and bring all the problems associated with performance incentives, including deciding who in a team should benefit
and run their own services in place of existing state, regional, or national bureaucracies. These can be a powerful driver for innovation
maintenance and other services 340) Tracking public finances may be aided by public balance sheet accounting and greater transparency of public finance (as happens
and hypothecated fees for services by the state 1 156 THE OPEN BOOK OF SOCIAL INNOVATION
solutions which will reduce demand for services Public mediums of exchange and means of payment
arrange, and pay for their own care and services (see also method 183 353) Quasi-currencies and environmental permits, such as Packaging
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
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. †London
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
bono marketing, human resources and IT consulting services 417) Philanthropic †ebaysâ€. Philanthropic platforms such as Volunteermatch which help people find volunteering opportunities in
Guidestar†s services and databases in many countries worldwide, and New Philanthropy Capital in the UK
A network of support services for grant-based organisations has developed some are specialist private firms,
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
services. †London: NCVO 2. Thomson, L. and Caulier-Grice, J. 2007) †Improving Small Scale Grant Funding for Local
collaboration and joint services which has enabled them to access services †normally available only to large firms †while remaining small themselves
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
443) Social enterprise mutuals as providers of joint services for their members, such as the service consortia in the, Third Italy, or Work
-to-work services, prisoner rehabilitation or disability services 447) Extending the cooperative economy in production,
Some are more †hands on††such as the provision of services for social good †and others are more †hands off††such as providing resources
food and services 480) Consumer guides and reviews. Since Raymond Postgate founded the †Good Food Guide†in 1951 and Michael Young founded the Consumer
assessing products and services on the basis of social criteria, and in providing publicity to social enterprises.
with discounts for particular products and services from specified places The growth of parallel mechanisms to favour the social economy has been
goods and services 482) Local trading currencies. There are now an estimated 2, 500 local currencies operating world wide, particularly payment-voucher systems
involved †this is especially the case where services are provided for free Organisations are finding new and alternative ways of raising money †through
subscriptions, donations, charging for some services to cover the costs of 100 400 350 300
of life skills learning, the role of many of the social and educational services the arrangements for retirement and unemployment, the size and location of
the production of services. In the words of Alvin Toffler, they have become †prosumers††producers as well as users of services.
They are playing a critical role in areas from health and education to recycling and the energy
520) Group services for networks of households, generalising the principle of sheltered accommodation. These are increasingly being
having profound implications on services and models of collective action 522) Developing new models of care and support.
This could include educational coaching services, relief and back -up for home carers, health coaches, birthing and post birth support
ways of organizing services Social movements Social movements have been the source of major waves of social innovations
311 Services 21 Aalto University 134 Abecedarian Project 111 Academies 116; 192; 185 Accelerators 135
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