Innovation's Role in Public Services: Strategic Importance Explored

This essay delves into the critical importance of innovation within the public sector, arguing that it is as crucial for governmental entities as it is for private enterprises. It highlights how innovation, encompassing service, policy, and administrative changes, drives the delivery of high-quality public services, enhances citizen satisfaction, and fosters economic growth. The essay provides examples of how governments use technology, such as ICT and social media, to improve service delivery, reduce costs, and gather citizen feedback. It also discusses the challenges governments face when implementing innovative practices, including resource constraints and the need for skilled workers. The essay concludes by emphasizing the strategic significance of innovation in maintaining a nation's competitiveness and meeting the evolving needs of its citizens.

CREATIVITY AND
BUSINESS WEALTH

Essay on “Does innovation matters for public services? Using examples indicate how and
where it can be important strategic issue?”
Innovation not only matters for private sector enterprise, but it also has importance for
public entities. There are many public entities which make use of innovation by introducing new
approaches with an aim to deliver high quality services and thus it is through this way only
government is meeting needs and demands of its citizens (Public sector innovation, 2016). Here,
public sector includes all public corporation which operates at central, state and local level.
These corporations offer range of public services which are related with education, healthcare,
defence and transportation etc. Like private sector enterprise, public sector also aim for
delivering high quality services to its citizens in all areas. They also aim at maintaining
satisfaction level of their citizens (Salge and Vera, 2012). It has also being identified that public
sector is being consider as one of the most important economic actor and it accounts between one
third and over half of Gross Domestic Product (GDP) in many of OCED countries. Thus, in this
regard it can also be said that innovation and technology drives everything that is right from
education to healthcare to election. However, any kind of mismanagement with regard to the
same may pose serious threat to nation's democracy and even lives of public. Moreover, there are
number of type of innovations are assessed and it consists of service, policy, service delivery,
administrative, conceptual and systematic innovation etc (Lee, Hwang and Choi, 2012). Here,
present essay will tend to depict the importance of innovation for public sector who delivers
range of public services. Furthermore, range of examples will also be drawn with an aim to
depict an importance of innovation in public services. This essay will also given description
about different type of challenges which government of nation tend to face when making
implementation of innovative practices. Finally, at the end conclusion will be given.
According to the view point of Sørensen and Torfing (2012) innovation in public sector
refers to the improvement in public administration or the services. In this context, Szkuta,
Pizzicannella and Osimo (2014) have depicted that innovation in public sector matters a lot as it
tend to cause direct impact upon nation's economic growth. Here, innovation in public services
helps in saving cost of government and it also plays very effective role in increasing value of
output in an effective manner. In this context, it has been seen that there are significant changes
is being seen information as well as communication technology. These changes are forcing many
public as well as private sectors with regard to adopt the same. However, in case if they will not

adopt the same at that it will become very difficult for these sectors in terms of delivering their
high quality services to their customers or citizens of nation in an effective way. As result of it
their satisfaction level will also be impacted in a negative way.
In addition to this, Fishenden and Thompson (2013) have argued that one of the most
crucial importance of innovation is that it has its direct connection with cost saving related
approach. For example, before a development in information and communication technology,
government of nation has to use varied traditional means in order to deliver any kind of
information to its citizens. The traditional means possess sending letters and making as
appointment of spokesperson etc. These means are effective and has also being used by many
firms at present but it leads to raise overall cost of government.
But, innovation in ICT (Information and communication technology) has resolved given
issue of public sector firms. Herein, it is examined that development in modern ICT means such
opened new way to deliver information to citizens in front of government. Modern means
consists of social networking sites and email etc. These means have enhanced connectivity of
government with its public. For example, US Federal Emergency Management Agency is using
Twitter which is one of social networking website with an aim to give information about crises to
its public (Better policies better lives, 2016). In the similar way, government of Mexico is using
ICT tools with an aim to develop such strategy which it can use in order to modernize its service
delivery system. Here, by using ICT tool government of Mexico is collecting views and opinions
of citizens with regard to the public services which it is delivering and hence it is through this
way only public sector of nation is making efforts for maintaining satisfaction level of its citizens
in an effectual way.
Hence, in this context it has been depicted by Mergel and Desouza (2013) that innovation
helps public sector with regard to meet an expectation of citizens of nation and thereby maintain
their level of satisfaction. Success of any sectors thoroughly depends on this aspect that how it
deals with its citizens or customers. Herein, for instance government of UK is taking initiative in
this regard wherein it has directed its efforts for introducing new Disability and Carers Service
helpline. This initiative was taken due to many problems which government has faced in past
many years. In the year 2004/05 less than 50% calls were answered in 30 seconds. Furthermore,
around 18 million engaged tones were also registered during respective year. However,
innovative effort from side of government such as Disability and Carers Service helpline has

helped in improving given problem of nation (Bernier, Hafsi and Deschamps, 2015). Herein,
2006 survey indicate that there is a significant improvement were being seen in number of calls
which were answered. Furthermore, a drastic fall were also registered in number of missed calls
(Public service innovation, 2016). Hence, customer service has also improved and as a result of
it more people who are living in UK feeling satisfied. Thus, it is correct to said that innovation
have significance in public services too.
Besides this, according to the view point of Naghavi, Mohamad and Sambasivan (2012)
innovative practices which is being taken by nation government helps in terms of attracting large
number of competent and skilled employees towards country. Thus, it is correct to said that
innovation assist government with regard to attract as well as retain talented employees within
nation. This is because, here with the help of talented workers only, government of nation can
perform necessary improvement in economy. This will also lead to the economic growth of
nation. Moreover, Mazzucato (2015) has entailed that innovation matters in public services
because it helps in maintaining competitiveness of nation in globalised economy. In this respect,
it has been examined that government of nation are performing different type of innovations such
as policy innovation, conceptual and service innovation etc. Such efforts from the side of other
nation's government is forcing other countries too for adopting given type of practices. However,
if not adopted then it will lead to hamper economic growth of country.
In order to become competitive government of nation are making use of varied online
services. This thing has also being adopted by UK regime too. For instance, cabinet office of
United kingdom has introduced Directgov type of online portal. This is developed with an aim to
deliver different government services to public via online platform. This website is effective as it
gives thorough information regarding number of services which is being given by UK
government. Websites covers number of sectors and it helps in giving answer to citizen's
questions (Rubalcaba and Windrum, 2013). Thus, websites basically fulfils convenience related
need of citizens and make efforts in terms of maintaining their level of satisfaction. However,
inconvenience may caused to citizens when they have to visit at different places in order to get
information about services which is given by United Kingdom authorities. Therefore, it is correct
to say that technological changes which are occurring in external or global environment forcing
government of nation with regard to make use of innovation in their public services.

According to the view point of Osborne and Brown (2013) Innovation in public services
helps in resolving many problems of government of nation. Among all spreading education at
different level is being regarded as the major problem which is being faced by authorities of
many countries. It is due to the fact that economic growth of country thoroughly depends upon
citizens as well as number of people who are employed. Herein, in order to make people
employable for job education have very important role. Here, education helps in developing skill
as well as knowledge of citizens of nation (Moulaert, 2013). This will assist them with respect to
get good job in market and give their effective contribution towards countries overall growth.
Thus, in order to resolve given issue government of UK has also introduced different distance
learning programs. This will give opportunity to those people who cannot have access of
education due to any problem or difficulty. Overall, it can be said innovation provides assistance
to different services which is being offered by government. Moreover, it also plays very
significant role in smoothing the life of people who lives in country.
Haskel and Wallis (2013) have said that innovation in public services has significance
because it enables public sector with respect to makes changes in its way of working as per needs
and demands of citizens. With the use of ICT methods government of nation can take feedback
from its citizens which may be related with any field such as transportation services and polices
which is currently being introduced by government. Hence, on the basis of assembled feedback
government of nation can perform varied changes in a way in which it is currently giving its
services.
However, government effort to bring innovation in services tend to confront number of
strategic issues and challenges. For the purpose to brought innovation, nation will require
number of resources. For example, with an aim to support innovation which are related with
technology nation should possess good infrastructural facility which involves IT supporting
servers and other necessary elements etc (Naghavi, Mohamad and Sambasivan, 2012). But, if
given thing will be found as absent at that time it will become very difficult for government with
regard to make implementation of innovation in different type of services. In addition to this,
another challenge which government faces when confronting innovative practices is related with
unavailability of talented and skilled workers. Here, in order to bring innovation government of
nation will require team of skilled and talented employees. But, absence of such citizens within
country will lead to have negative impact (Creating greater innovation in public services:

challenges and opportunities, 2016). Furthermore, in a given circumstance it will become very
difficult for country with regard to make implementation of different innovative plan and
approaches in an effective manner. Moreover, in this situation government of nation will also
have to make efforts in terms of outsourcing talented employees from some other nation. This
will raise overall expenditure of government.
Moreover, Sørensen and Torfing (2012) have entailed that innovation is tactical issue at
each and every level. It is due to the fact that nowadays each firm wants to make innovation in
services which is being given by them. Hence, government prevailing at state, central and local
level are directing their significant effort with regard to the same. This is done by them by having
only one perspective in mind which is to deliver high quality and best public services to its
citizens.
Overall, from above essay it can be said that a concept such as innovation has its
importance in public sector too. Here, by making number of innovative changes in nation's
operation government can deliver better and effective services to its citizens. This thing will also
make government competitive in a global environment. Moreover, presence of given aspect will
also lead to cause positive impact on nation's economy. In addition to this, innovation in public
services helps in maintaining satisfaction level of citizens which is generally hinders when they
face any kind of problem which is specifically related with public services. Thus, it can be said
that innovation in public services assist government in performing and rendering its services
users effectively.

REFERENCES
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