community services It was not always this way. The best companies once took on a broad range of roles in meeting the needs of workers
and supporting its products or services. For decades businesspeople have studied positioning and the best ways to design activities
In advanced economies, demand for products and services that meet societal needs is rapidly growing.
and services that create societal benefits, like healthier food or environmentally friendly products Equal or greater opportunities arise from serving disadvantaged communities and developing countries.
or support services. Triggered by energy price spikes and a new awareness of opportunities for
Stronger local capabilities in such areas as training, transportation services, and related industries also boost
demand for ancillary services rises. A company†s efforts to improve framework conditions for the cluster spill over to other
services companies to create innovative products that prudently increased access to home ownership. This was recognized by
products and services across the company A shared value lens can be applied to every major company decision.
New products and services that meet social needs or serve overlooked markets will require new value chain choices in areas such as production, marketing, and distribution.
-Service and Internet of Services research projects, Research Evaluation, 2014 23: 133-149 Passani A.,Spagnoli, F.,Prampolini, A.,Firus, K.,Van der Graaf, S.,Vanobberghen, W. 2014b
research activities, its studies and its consultancy services http://sigma-orionis. com 5 †Authors in Alphabetical Order
the authors define social innovation as new products, services or methods that tackle pressing and emerging social issues which,
crowdfunding and distributed collaboration (services, infrastructures, micro-tasks and other resources) for encouraging the independent development of creative and innovative
aware and who will use the services and solutions produced through a CAPS initiative; they
which have the specific goal of coordinating and supporting the others by offering services networking tools and processes,
services, and to improved socio-technical solutions, such as the integration of preexisting systems, the adaptation of a technology to a new field of application,
services in order to support open online social media and distributed knowledge co -creation thus maximising the network effect, using sharing to support social innovation
-demand services and e-book formats 5. Buddycloud http://buddycloud. com Buddycloud is a publish-subscribe
of digital services within cities. The toolkit comprises of open and interoperable digital service interfaces as well as processes, guidelines and usability standards
-and-services/products A set of In-Home Displays, smart plugs and web visualisation of energy consumption
networking that does not use any centralised or otherwise trusted services 21. Greenapes https://www. greenapes. com/en greenapes is a gamified social
By converging cloud services, mobile telecommunication and Web 2. 0 technologies the collective awareness platforms will support wide spread participative engagement
when procuring services. Particularly for DSI this could include valuing the network effect and digital engagement of users provided by procured
services 3. Increase the potential value of DSI (for instance, making available dis -tributed architectures, common frameworks, open standards and through
which services are designed explicitly to tackle societal challenges such as climate change and unemployment. This research project has iden
political and economic control over their lives, the existing commercial services built on top of this lower technical layer continues for the most part to empower existing
and possibly game-changing innovative services aimed at tackling large-scale societal challenges Online innovation developed specifically to effect major positive social change remains
arguably, in its infancy, with relatively few services reaching global scale. There are a few impressive success stories in obtaining a global reach, in particular campaigning sites
services that exist to help communities collaborate on problems that may not fit in tra -ditional institutional or commercial models are still underexplored and badly supported
and new services that generate social value, but much of this potential has not yet being
The goal is to enable more of these smaller innovative services to sprout and flourish and effectively help to solve global scale societal problems
underpinning DSI services. These combine novel technology trends such as open data, open hardware, open networks, and open knowledge;
these digital services can take advantage of the network effect of the Internet i e. that the benefit of a network and its
-forward manner for some services such as social networking sites like Facebook and sites that require large user-bases like
easily to some other services such as e -democracy platforms, caring networks and local currencies. For each kind of social
Yet on the level of services, the emerg -ing cloud model of some services (propri
-etary social networks, big data providers implementations of the Internet of things is convenient for users but also â€oelocks us
mobile market and cloud-based services platforms Apple has started a market that was en -tirely new;
-ing actual innovative services. Thus, there is a danger that once users are locked †in†to various monopolies, the level of in
-novation in these services will decrease Furthermore, most users have accepted giving away their personal data in
exchange for â€oefree†services. Yet this bargain not only undermines privacy and weakens data protection but also commodifies knowledge, identity and
alongside commercial services in the Cloud. In the long-term, if only a few non-European commercial bodies control
all data-driven services, this threatens the ability of the European innovation system to compete
Commercial services Entertainment (eg. IPTV DRM-heavy apolitical INDIVIDUALISM BUSINESS COMPETITION CENTRALLY CONTROLLED Open and distributed digital ecosystems
on demand and create new services. Competition based on open standards, protocols and formats are essential to deploy interoperability between data
devices, services and networks. This vision requires more investment in fundamental research to promote net-neutrality, strong encryption, banning of trivial
platforms to change how people share resources and exchange goods and services which range from household equipment to hotel rooms, cars to catering.
to secured financial exchange services. This African success story has completely revo -lutionised the regional business terrain, at the same time empowering local people by
Other interesting initiatives such as Goteo are building services around the idea of the Commons, to enable communities to
collaboration (services, infrastructure, micro tasks and other resources) for encouraging the independent development of creative initiatives that contribute to the common good, free knowledge and open code.
potential in combining innovative technology trends to generate unexpected services NEW WAYS OF MAKING An ecosystem of makers is
test their products and services in a real environment. These pilot products and services have to respond to an unmet municipal need,
thus improving public service design and delivery. One project was the adaptation of all traffic lights in the city for the blind
have developed services such asâ Fixmystreet, allowing citizens to report city problems andâ CKAN, the biggest repository of open data in Europe,
of products and services, fostering behavioral change. Platforms for collaboration are used to solve environmental issues and promote
services; personal networks likeâ Tyze are generating new care communities that are being integrating with traditional social care provision;
likeâ Peerbyâ Â are creating new forms of relationships and services. Inspired by the open-source movement, individuals, self-organising groups
order to create a new generation of products and services, fostering behavioural change9 -for instance, platforms for collaboration to solve environmental issues and incentivise
services, bring digital technology to cities, or change the way citizens interact with city government
with DSI services Delivering services Providing funding for experiments/R&d particular the case for large Telco organisa
-tions Analysing trends and movements Providing new fundamental technologies and methodologies Stimulate multi-disciplinary research and innovation
future services based on OSN include mobile applications that support citizens using public transport by displaying real time information on arrival and departure, or traffic
self-provisioned, experimental and commercial services and applications. A common entry point allows researchers to select a set of resources,
network services, open Wifi bottom-up-broadband, distribut ed social networks, p2p infrastructures OPEN NETWORKS 40 Growing a Digital Social Innovation Ecosystem for Europe
and experiment with services and protocols. This is done on real-world IP community net -works that incorporate a wide variety of wired and wireless links,
-vited programmers and developers to make apps and web services based on the data which to date have resulted in more than 60 applications for citizens.
and to new services So-called Cyber Physical Systems (CPS), which are becoming increasingly important in this context.
-people who run services and who know what the problems/challenges/oppor -tunities are. Make sure they represent a
and services to be open sourced. This means introduc -ing elements of open innovation into the procurement process, involving purchasing
and services by the EU are achieving their goals and if providers are able to deliver their outcomes
-tween data, devices, services and networks Standards will enable new business models for co-operation between multiple stake
so that devices and services produced and de -livered by different companies can communicate with one another.
services themselves, access to devices and modular applications that talk to one another Today mobile devices with always-on Internetâ connectivity are becoming widespread
and services built on freely acquired data, as long as they respect provisions in the license.
competition and guarantees that users may freely choose between services online. The European parliament adopted amend
-ployments and pan-European digital services that underwrite robust, equal, society-wide access to connectivity.
new open ecosystem of services and applications could flourish, based on open-source and open-hardware developments
and services, citizen engagement and policy development, there are vast often highly connected communities of private, academic and civic labs which proivde space and
and could include DSI products and services generated, as well as new types of actors such as Fab Labs and makerspaces
-ing services. Particularly for DSI this could include valuing the network effect and digital engagement of users provided by
procured services CONCLUSIONS AND POLICY RECOMMENDATIONS WHAT SHOULD POLICYMAKERS DO 1. Invest in digital technologies for the social good:
Interoperable, customised and modular services and applications based on open source, open access and open hardware can then be built on top of a public federated platform in a dynamic and flexible way,
certainly maximise the societal impact of innovation and it would make sure that services deployed answer to concrete unmet
service providers that develop services that are utilized over a network that is owned by traditional network operators
services and models) to meet social needs and create new social relationships or collaborations. It
and public servants and services. They are an opportunity both for the public sector and for the
markets, so that the products and services better satisfy individual but also collective aspirations Stimulating innovation, entrepreneurship and the knowledge-based society is at the core of the
and producing services, and Innovation in service firms, organisations, and industries †organisational innovations and the management of
and services are understood more and more as growth markets. Just think of the growing shelf space that green (organic) and fair trade products have conquered.
digital society (including services of direct interest to them such as elearning egovernment, ehealth) and increase their employability and quality of life (Europe's
The trend of ethical goods and services: Fair trade and local production Shoppers spent â 4. 36 billion globally on Fairtrade products in 2010, up by 28%from
which operates in the market through the production of goods and services in an entrepreneurial
through generating own revenues, through selling services or products in the market The debate on the definition of social enterprises is also ongoing,
provision of health services, education, early child development, access to public utilities, active retirement, etc. Many have been used to evaluate policies targeted at disadvantaged groups
barriers to having access to services, low participation in lifelong learning, difficulties in finding a job
barred from a multitude of information and services and thus often face difficulties in finding
their services are offered to local authorities 25 2. Migration Public sector innovation †immigration policy in Portugal
services and their dispersed locations, the diversity of procedures, complex bureaucracy communication difficulties as a result of a cultural and linguistic diversity,
providing various services related to immigration in one space with an identical working philosophy and functioning in cooperation.
support services under one roof, involving various Governmental and Nongovernmental organisations. Intercultural mediators with immigrant backgrounds were recruited also and trained
facilitate interaction between State services and the immigrant population by forming an integral part of the procedures of Office of the High commissioner for Immigration and Intercultural Dialogue
ACIDI) the services of which are financed co by ESF. Intercultural mediators usually come from immigrant communities themselves, speaking fluent Portuguese as well as at least one other
public authorities and social economy organisations in the provision of public utility services, in which the joint participation of both players is an essential requirement to ensure quality;
deliver services in new and additional fields. In so doing, new forms of co-operation are established
goods and services to persons in risk of poverty or exclusion. They are involved also often in civil
services. Some make sufficient income from their revenue generating activity to finance their whole operation (e g. social enterprise shops, pubs, restaurants etc..
contracts to cross subsidise services for the disabled. There is no single financing model and this can
ï innovation to develop new products, services or ways of working ï helping to open up new markets for social enterprises by improving the commissioning and
procurement process (e g. through the inclusion of social clauses in public works and services contracts Financial support can be delivered directly to individual companies, through social enterprise
business development services for social enterprises can be supported too. Secondly, the ESF can mobilise extra funds targeted at the development of the social economy and the promotion of social
deliver quality services and, where appropriate, supports them to gain and deliver public service contracts 46 http://www. fusion21. co. uk
New forms of community based services †The STEP Migrant one stop shop Pilot stage
marginalised communities and gradually expanded its services using a combination of EU funding contracts won in the province and grants.
services In addition, they act as an incubator for new community organisations in the rural areas. They host
become the model for new services being delivered in Belfast 34 5. Microfinance Microfinance and microcredit were invented tools in developing countries to combat poverty and to
de Gens de Mer offers services such as net mending, maintenance of fishing boats and other harbour work.
advisory and training services in the region to start-ups and existing micro and small enterprises so as to improve their financial and
The system provides electronic services for both MFIS and their clients. This Internet-based system was selected as one of the five best practices by the scientific committee in
types of services are being developed to deal with an ageing population. These tend to be more
Finland has used the ERDF to co-finance a living lab focused on health and welfare services.
The Living Lab on Wellbeing Services and Technology, a social innovation producing user-driven innovations (Western Finland) 52
enables a new way of producing services for elderly people in a functional Public-Private-People
The testing of welfare services and technologies have taken place in real life contexts, in elderly people†s homes and service homes
society through provision of advisory services and promotion of projects promoting a sustainable economy driven by innovative entrepreneurship,
which formal incubation services are provided versus †hosting†regular events and networking opportunities 64 http://www. lcsi. smu. edu. sg
encouraging new ideas, products and services Business support is given through Social Innovation vouchers. Firms can use these vouchers to hire
as a recent inquiry from Avise (Ingã nierie et services pour entreprendre autrement) and the ARF (Association des RÃ gions de France) shows.
ï Ageing and new in-house services to help people age at home with a good quality of life and
services ï Social contract for immigration involving all organisations and institutions to achieve a social contract for coexistence
83 Add reference to the call for tender on supporting services for social policy experimentation in the EU Call for Tenders VT/2012/081
Support Services for Social policy Experimentation in the EU http://ec. europa. eu/social/main. jsp?
and promoting ecosystem services including NATURA 2000 and green infrastructures e) action to improve the urban environment,
neighbourhood services to create new jobs, where such actions are outside the scope of the ESF
community-based services b) support for physical and economic regeneration of deprived urban and rural communities
activities (nature of support services envisaged; level of resources made available management arrangements planned. This may be described under a separate Technical
health care by e g. improving the accessibility of these services, the training of teachers and mentors
BEPA would like to thank all the participating services for their very useful work and comments, especially reflected in part II of the report, namely DG AGRI,
Inside the European commission, the number of services involved has grown and a †social innovation†culture has spread in support of the Europe 2020
Some of these services have developed strong legal and institutional mechanisms aimed primarily at supporting social innovation.
In other policy areas, some services upgraded the policy relevance of social innovation y Transport and mobility are viewed now as areas of potential for innovation with a
innovation to support the uptake of new services (shared electric vehicle fleets and development of new logistics services
y At present, innovation in the humanitarian aid sector is focused almost exclusively on technological innovations. However, when looking at long-term risk and the de
The services that have been involved most in this matter from the beginning (Employ -ment and Social affairs, Enterprise, Regional Policy, Agriculture,
active participation of all Commission services, reflecting their increasing involvement in supporting social innovation The first part of the report discusses the general context in which these policies and
innovation, based on the contributions of participating services PART I Social innovation a new path 12 S O C i a L I N N O V A t I O N †A d E C a D E O F
services to users and involve stakeholders; and y last but not least, ideas, the third corner of the action triangle, have developed also
systems and services and how they contribute to poverty reduction, combating inequali -ties and changing lifestyles.
accepted their exploitative business models in exchange for free services. This deal not only undermines privacy and weakens data protection,
ensure some basic services at European level, on top of which a whole new open ecosystem of services and appli
and the platform determines which services, products or spin-offs are supported. The aim should be to turn the current passport into an open source mesh-networked device;
The four freedoms (free circulation of goods, services, capital and people) at the heart of
-es (or services of general economic interest) as being at the centre of social concerns
services are delivered and matching the needs of users The Monti Report raised the need to reinforce the Single Market through a series of
Local authorities together with welfare services and local economic actors have a vested interest in identifying more efficient solutions to address concrete
non-tradeable goods and services that contribute to wellbeing Against this background, we examine below the need for social impact measurement
lic services. For instance, the impact of new technologies researched and tested through large-scale pilot schemes on e-Government, e-Health, e-Inclusion, e-Participation and
to improve the provision and delivery of services In 2012, the Group of Innovation Commissioners spurred renewed interest in this area
and facilitate innovation in the work of the Commission Services y Enabling Innovation: to establish a network of Innovation Single Contact Points in all
and services pose at local level and which many cities or local communities need to
of theory building and conceptualisation, local welfare systems and services, poverty reduction, combating inequalities, and changing lifestyles
-tions in the provision of public utility services, in which the joint participation of both players is an essential requirement to ensure quality;
deliver services in new and additional fields. In so doing, new forms of cooperation are
services for social enterprises can be supported too. Secondly, the ESF can mobilise extra funds targeted at the development of the social economy and the promotion of social
services Business support is given through Social Innovation vouchers. Firms can use these vouchers to hire an expert to help
by migrant clients by providing various immigration-related services in one space, applying an identical working
because of cultural and linguistic proximity to the service-users and facilitate interaction between state services
and services, responding to the ageing challenge at both EU and global level, thus creating new opportunities for businesses
welfare services The Living Lab Testing Process is a systematic and concrete tool, which contributes to
The Living Lab on Wellbeing Services and Technology, a social innovation that produces user-driven innovations
way of producing services for elderly people in a functional Public-Private-People partnership. Users participate
The testing of welfare services and technologies takes place in real life contexts, in elderly people†s homes and service homes
in biodiversity and degradation of ecosystem services, for example, flood protection through wetlands. Although these drivers are environmental,
•Ageing and new in-house services to help people to live in at home as they get older with a good quality of life
and services •Social contract for immigration involving all organisations and institutions to achieve a social contract for coexistence
and services established in the postwar welfare traditions or the more recent managerial culture of public and private services are the following
•investing in capabilities rather than spotting deficits •preference for open approaches, avoiding targeting with stigmatising effects
working population and social welfare systems, health services and pensions in terms of demand and expenditure Regarding immigration patterns
between its different services Focus on knowledge Improvements in recent years to impact measurement and mapping have demonstrated
European commission services involved in integrating the social innovation dimension in the policies for which they are responsible
the cooperation and commitment of various Commission services around a common agenda and contributed to a collaborative approach
on our ability to drive innovation in products, services, business and social processes and modelsâ€.
have launched e-government strategies aimed at moving existing services online, and beyond that to develop new internet-enabled services.
At EU level it is important to de -velop a better understanding of public sector innovation, to give visibility to successful
services they offer, and through the organ -isation or production methods they use They often employ society†s most vulner
for social and local services Since then, a lot has been achieved. The EU institutions have delivered in all three areas
services to vulnerable persons (access to housing healthcare, assistance for elderly or disabled persons inclusion of vulnerable groups, child care, access to em
services with a social objective (social and professional integration via access to employment for disadvantaged
realm of the provision of social goods or services 69p A r T I I †M A i N d E V E L O P m E N t S i N e U P O
with exceptions) be limited to products, services and buildings with high energy efficiency performance. Enterprises must also play their part in improving energy efficiency with an
offering consumers services that allow them to save energy and to control their con -sumption.
-ed services will ensure that innovative services (such as effective support of demand response) will be available to consumers,
services c. The emergence of the energy-literate prosumer The EU€ s ambitious targets and research support schemes for renewable sources of
reorganisation of last support mechanisms and services to avoid poverty and exclusion a social investment approach will be monitored during the semester
as Social Impact Bonds (SIBS) and (iv) to provide support services for social policy experimentation in the EU (communication, training tools,
Technology and innovation are crucial factors in developing the products and services that need to be brought to the market to serve the fast-developing needs of society.
and services, the second in strengthening the use of existing applications in a num -ber of relevant settings, such as ehealth
-ucts, services or ways of working, this can include finance for business advice and guidance (business planning, coaching
advisory activities, farm management and farm relief services, investments in physical as -sets (e g. investments in new technology to improve the farm†s efficiency), and farm and
-nologies, pilots of new services with end users, where social innovation can have an important place, and projects that will validate
-vative products and services that improve people†s daily lives and create business opportunities The take-up of social innovation in Horizon 2020 is across all areas where appropriate
relevant to shaping social policies and services For instance, the empirical knowledge built by projects such as HOPE in stations,
to strengthen the integration of services delivered to homeless persons in and around train stations; †Models of mentoring for inclusion and mentoring†(UK), which promotes
-bilitation services) to the open labour market; or Housing First Europe (DK, see box which calls for a shift from using shelters
of policies and services at EU and national level since it offers effective solutions to
-fective than traditional services and can also be more cost-effec -tive: achieving better outcomes for the investment made and in
For example, one-stop-shop approaches to services design, or home-based strategies for long-term care, independent living and active ageing
services in developing people†s skills and capabilities, in improving their opportunities and in helping them make the most of their potential throughout their life course.
services are likely to reduce the administra -tive burden of delivering support as multi -ple visits, duplication of services, and costly
The situation of health and social services The special supplement on Health and Social services of the EU
that the social and health services continued to generate a third of the new jobs created in the EU between 2000 and 2011 and
Integrated services also facilitate information and knowledge sharing between professionals. Furthermore, an integrated approach would also better
serve the citizens, especially the populations in need of priority services such as the homeless Developing innovative approaches in the provision of social services could also boost
Services can be provided by public as well as private organisations, especially social enterprises and NGOS. Social enterprises and NGOS, generally strongly embedded in the
local territories, offer specific services to local communities. Other actors, such as the work integration social enterprises (WISE), have a double function of providing social
services to the community and of integrating low-skilled workers into the labour market Building partnerships, especially at local level, with these actors enhances the coherence
y mobilising financial instruments and support services for SMES (Action 4 y promoting international cooperation (Action 5
the Commission†s services, the presentation adopted here reflects the four categories of issues that hamper the growth of social innovation in
efficiency and effectiveness of social protection systems and services to the benefit of citizens The annual Poverty Convention provides another opportunity to share social innovation
and more effective creative new ways to deliver services that are tailored to the increasing needs and demands of individuals.
-tion experiments where new services, products and processes are designed and tested through users A Living Lab is an open innovation ecosystem in a real-life setting where user-driven
innovation is the co-creation process for new services, products and societal infrastruc -tures. Living Labs encompass societal and technological dimensions simultaneously in a
two-day event in Strasbourg, the Commissioner for internal market and services, Michel Barnier, made the following statement during the closing ceremony
search, social and health services, culture or the environment. However, they often find it costly and difficult to operate outside national borders due to the diversity of national
The Commission services are currently in the process of producing all the documents required to move forward quickly with drafting
services or supplies to be purchased such as the inclusion of vulnerable and disadvantaged people or the use of nontoxic
services in question. Furthermore, Member States may also eliminate the price as sole award criterion for such services
104 S O C i a L I N N O V A t I O N †A d E C a D E O F
-thorities with regard to the procurement of works and services 3. 1. 5. 6. Increasing and including new aid categories in the revision of the General Block
goods and services to vulnerable, marginalised, disadvantaged or excluded people; use a method of production of goods and services that embodies its social objective;
or provide financial support only to social businesses that are trying to achieve those ends Managers running Eusef will have to measure the social impact achieved by their funds
Moreover, the evaluation demonstrates that the services of JASMINE are highly relevant for enhancing the performance, professionalism and capacity of the sector.
-tance and business development services of JASMINE help (non-bank) microcredit insti -tutions to provide small loans to those who lack access to traditional capital (like social
) New ideas (products, services and models) to address pressing social demands can be financed better through these initiatives
coaching/mentoring services This initiative is open to European individuals or teams with not-for-profit and for-profit business models from (or
agreement between the different Commission†s services to run the next phase under the new Financial Perspective 2014-20.
as well as of the services developed, to enlarged communities across borders 3. 3. 2. 5. Workplace Innovation Network
In 2013 the Commission services launched a specific ICT multi-stakeholder platform called †Collective Awareness Platforms for Social Innovation and Sustainability†(CAPS
and services, healthcare reform and active ageing lifestyles, but also broader questions of health promotion (call †Social innovation for ageing researchâ€.
services delivery chain The pilots listed below aim to demonstrate the viability and deployment capacity of the
proposed solutions and services, and are to be seen also in the context of social experi
e-Government services. It was pointed out that they were often those most socially dis -advantaged, and placing greatest demand on public service resources, and the health
ICT solutions for flexible, personalised and multi-channel services; empowering public officials and social inclusion agents through ICT skills and competence upgrading pro
account for their services on the peer-usage base, involve citizens and give evidence of their role.
CROSS207 (CIP ICT PSP) seeks to exploit these opportunities for services and applications in the field of non-monetary economy, where new needs and practices are
ecosystem that generates digital services and applications making use of information generated by users in the smart city environment.
services and other institutions to share what they had learnt from the current generation of programmes and provide input for the definition
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