Service innovation in welfare : The lack of managerial support to stimulate and promote improvement of services from a user-oriented perspective
Summary, in English
The focus in our study is social services that provide welfare services to children in complex life situations. In order to investigate the issue,empirical material has been obtained from a social organization in a medium-sized municipality in Sweden, under a two years research project (2017–2018). The material has been gathered from six meetings with a management team (15 managers) combined with a questionnaire for 85 employees and three focus group interviews with a cross-group of 12 employees from three units. The findings show that the employees’ proposals for new ways of organizing services need to be brought into ordinary meeting and decision structures as a consciously designed process. Ideas exist in the organization, but there is a lack of a coherent innovation process. Employees are not always clear on what mandate they have to push ideas and where to turn with them. The study examines a working model based on a service logic perspective with a cross-professional group. The conclusion is that the model works best adapted to specific contexts, where it helps employees think from the outside in. This study is thus a good example of how to make use of a service logic perspective to understand and explain public welfare services but also to be able to highlight limitations of the perspective.
- Department of Service Management and Service Studies
Conference paper: abstract
- Social Sciences Interdisciplinary
Innovation in Public Services and Public Policy Conference (PUBSIC)
2020-01-29 - 2020-01-31