windrum reser 2015 keynote presentation

80
Challenges Facing Innovation Researchers in Public Sector Services: Consumption, Production, and Measurement. … A Postcard from the UK Paul Windrum Keynote Presentation RESER Conference 11 th September 2015 Copenhagen

Upload: paul-windrum

Post on 15-Apr-2017

57 views

Category:

Documents


0 download

TRANSCRIPT

Page 1: Windrum RESER 2015 Keynote Presentation

Challenges Facing Innovation Researchers in Public Sector Services: Consumption, Production, and

Measurement.

… A Postcard from the UK

Paul WindrumKeynote PresentationRESER Conference

11th September 2015Copenhagen

Page 2: Windrum RESER 2015 Keynote Presentation

Issues and ChallengesConsumption & Production

Invention and first application

What is the role of citizens/consumers in innovation?

What are the implications of user-led and social innovation for established understandings of services innovation, e.g. ‘co-production’?

New avenues of research:Service DesignExpertise and the scope of citizens’ involvement

Page 3: Windrum RESER 2015 Keynote Presentation

Issues and ChallengesConsumption & Production

Diffusion•Why do so few service innovations diffuse?•Are these more context specific (compared to manufactured goods)?•How are we to bridge research on local implementation with our traditional models of diffusion?•What is the role of organisations (public-private-third sector innovation networks) for diffusion?•What is the role of standards for diffusion?•Role of professions in driving / inhibiting diffusion?

Page 4: Windrum RESER 2015 Keynote Presentation

Issues and ChallengesMeasurement

The measurement of the ‘how’ (process) as well as the ‘by how much’ (impact) of service innovations?

What kind of process changes are important for implementation? How do we measure these?

Are we reaching the limitations of CIS applications, particularly for public sector / NGO(social) innovation?

How do we develop metrics on implementation?

Page 5: Windrum RESER 2015 Keynote Presentation

Organising the Discussion

1.Use the Windrum and García-Goñi (2008) framework to organise my thoughts today…

Page 6: Windrum RESER 2015 Keynote Presentation

User facing competences

Service characteristics

S1

S2

.

.

Ss

PC1

PC2

.

.

PCt

SCU1

SCU2

.

.

SCUf

UC1

UC2

.

.

UCc

UP1

UP2

.

.

UPu

User preferences

User competences

PP1

PP2

.

.

PPm

SP1

SP2

.

.

SPp

Service provider preferences

Policy maker preferences

Policy maker competences

SCB1

SCB2

.

.

SCBf

Back office competences

Multi-agent framework of co-evolving service characteristics, competences, and preferences (Windrum and García-Goñi, 2008).

Page 7: Windrum RESER 2015 Keynote Presentation

Organising the Discussion

1.Use the Windrum and García-Goñi (2008) framework to organise my thoughts…

2.Refer to practical examples in ongoing / recent research by myself and by colleagues at the Centre for Health Innovation, Leadership & Learning (CHILL) at Nottingham University, and international research projects on health innovations.

Page 8: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionIncreasingly moving way from a definition of services as being consumed at the point of use, to a definition in which consumption and production are tied.

•User-led innovation (von Hippel)•Social innovation

Examples: •German teams organising camps for Syrian refugees ask refugees for ideas on how to improve conditions.•Community micro-financing•Von Hippel’s discussion of open source software development

Page 9: Windrum RESER 2015 Keynote Presentation

User facing competences

Service characteristics

S1

S2

.

.

Ss

PC1

PC2

.

.

PCt

SCU1

SCU2

.

.

SCUf

UC1

UC2

.

.

UCc

UP1

UP2

.

.

UPu

User preferences

User competences

PP1

PP2

.

.

PPm

SP1

SP2

.

.

SPp

Service provider preferences

Policy maker preferences

Policy maker competences

SCB1

SCB2

.

.

SCBf

Back office competences

Multi-agent framework of co-evolving service characteristics, competences, and preferences (Windrum and García-Goñi, 2008).

Page 10: Windrum RESER 2015 Keynote Presentation

Consumption and Production

Implications of user-led innovation hypothesis for existing concepts within the services innovation literature?

Let us consider the co-production concept.

Page 11: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionCo-production

Fuchs (AER 1996) observed that the knowledge, experience and motivation of users have a direct impact on the productivity of the provider.

Page 12: Windrum RESER 2015 Keynote Presentation

User facing competences

Service characteristics

S1

S2

.

.

Ss

PC1

PC2

.

.

PCt

SCU1

SCU2

.

.

SCUf

UC1

UC2

.

.

UCc

UP1

UP2

.

.

UPu

User preferences

User competences

PP1

PP2

.

.

PPm

SP1

SP2

.

.

SPp

Service provider preferences

Policy maker preferences

Policy maker competences

SCB1

SCB2

.

.

SCBf

Back office competences

Multi-agent framework of co-evolving service characteristics, competences, and preferences (Windrum and García-Goñi, 2008).

Page 13: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionCo-production

Fuch’s examples:

•Self-service in retailing.

•Health care - Competences of patients with respect to describing symptoms directly affect the doctor’s ability to arrive at the correct diagnosis and, hence, the correct prescription.

Page 14: Windrum RESER 2015 Keynote Presentation

Case Study Piggly Wiggly: First Self-Serve

Grocery Piggly Wiggly opened 6th September1916 at 79 Jefferson Avenue, Memphis. Clarence Saunders’ innovations to improve efficiency and cost/price:• shopping baskets for self-service• checkout stand• price marking every item in the shophttp://www.pigglywiggly.com/about-us

Page 15: Windrum RESER 2015 Keynote Presentation

Several clerks were replaced by one, (self) service was quicker, and prices lower.

Took advantage of the increase in branded tinned goods.

Also incorporated early advances in business machines to automate and replace labour – e.g. cash tills.

Page 16: Windrum RESER 2015 Keynote Presentation
Page 17: Windrum RESER 2015 Keynote Presentation
Page 18: Windrum RESER 2015 Keynote Presentation
Page 19: Windrum RESER 2015 Keynote Presentation
Page 20: Windrum RESER 2015 Keynote Presentation
Page 21: Windrum RESER 2015 Keynote Presentation
Page 22: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionNotice here how the activity of the customer is carefully designed by the producer:

•How the customer moves around the store•How they interact with the items (stacked shelves)•How they interact in new ways with staff (at check-out point)

•How the staff worker interacts with the customer – via a cash till, standing at a check-out.

Page 23: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionPublic sector organisations have also been applying the same principles applied with equally remarkable effect.

Through websites (an enabler), the customer-producer relationship is being redesigned:

Page 24: Windrum RESER 2015 Keynote Presentation

Consumption and Production•Electronic prescriptions.

Patients use on-line systems for repeat prescriptions.

Cuts out admin work of receptionists, and paper costs. Also opportunity to shift the workload of checking/monitoring from GPs to pharmacists.

Page 25: Windrum RESER 2015 Keynote Presentation

Consumption and Production•Patients self-booking appointment systems

Dramatically reduced admin work.Lowers ‘DNA’ (non-attendance) rates, which are a large inefficiency.

Page 26: Windrum RESER 2015 Keynote Presentation

User facing competences

Service characteristics

S1

S2

.

.

Ss

PC1

PC2

.

.

PCt

SCU1

SCU2

.

.

SCUf

UC1

UC2

.

.

UCc

UP1

UP2

.

.

UPu

User preferences

User competences

PP1

PP2

.

.

PPm

SP1

SP2

.

.

SPp

Service provider preferences

Policy maker preferences

Policy maker competences

SCB1

SCB2

.

.

SCBf

Back office competences

Multi-agent framework of co-evolving service characteristics, competences, and preferences (Windrum and García-Goñi, 2008).

Page 27: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionSo…

It is not a partnership of ‘equals’

And it is VERY different to the user-led scenario….

Page 28: Windrum RESER 2015 Keynote Presentation

Consumption and Production

Future Avenues of Research

Page 29: Windrum RESER 2015 Keynote Presentation

Consumption and Production

Services Design A new avenue of research for service scholars.

Services design as the services equivalent to R&D engineering in manufacturing?

Paul Stoneman’s discussion of ‘design services’ sector [2010 book ‘Soft Innovation. Economics, Product Aesthetics, and The Creative Industries’].

Also some work by Bruce Tether on architecture.

Page 30: Windrum RESER 2015 Keynote Presentation

Consumption and Production

Research agenda – to build a bridge to recent work by design scholars (specialist sub-discipline).

Highlights the role of the designer as •a technology interpreter and practical translator of users’ needs – they create new, unmet needs

[B. Lawson, 2006. How Designers Think: The Design Process Demystified]

•integrating design, engineering and marketing functions in the new product development process

[H. Perks et al. 2005. Journal of Product Innovation Management]

Page 31: Windrum RESER 2015 Keynote Presentation

Consumption and Production

More recently,•Design as a driver for innovation

[R. Verganti, 2009. Design Driven Innovation: Changing The Rules of Competition By Radically Innovating What Things Mean]

•‘Design thinking’ as a means of structuring strategic product development – holistic ‘integrator’

[T. Brown, 2008. Harvard Business Review]

Page 32: Windrum RESER 2015 Keynote Presentation

User facing competences

Service characteristics

S1

S2

.

.

Ss

PC1

PC2

.

.

PCt

SCU1

SCU2

.

.

SCUf

UC1

UC2

.

.

UCc

UP1

UP2

.

.

UPu

User preferences

User competences

PP1

PP2

.

.

PPm

SP1

SP2

.

.

SPp

Service provider preferences

Policy maker preferences

Policy maker competences

SCB1

SCB2

.

.

SCBf

Back office competences

Multi-agent framework of co-evolving service characteristics, competences, and preferences (Windrum and García-Goñi, 2008).

Designer = Integrator

Page 33: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionRedesigning hospitals

•To combat Methicillin-resistant Staphylococcus aureusmrsa (MRSA) and other ‘superbugs’.

Page 34: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionRedesigning hospitals

•Work sponsored by the UK design council in 2000.•New UK guidelines: a minimum distance of 2.7m between the centres of adjacent beds and 3.7m2 of clear space around each bed, excluding space for storage, hand hygiene and worktops.

[Scottish Health Facilities Note 30. Infection control in the built environment: design and planning. NHS Scotland, January 2002.][Ward layouts with single rooms and space for flexibility. NHS Estates, February 2005.]

Page 35: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionRedesigning hospitals

•To improve flow of people and ‘paper’ around the hospital.

Page 36: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionRedesigning hospitals

•To improve flow of people and ‘paper’ around the hospital.

Space and circulation modelling of patients, and staff to staff interaction.•In A&E, key points are corridors and entrances. Redesigning these improves the flow around the rest of the building.

Page 37: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionErgonomics

Ergonomics is a specialist knowledge field in design. •Ways in which a physical artefact interacts with the human body, and with the environment in which the artefact/human is expected to move and operate. •‘Design for effective use’, explicitly takes account of the user's physical and psychological capabilities and limitations. •Of particular importance here are the size, shape, weight and configuration of the artefact, and how appropriate these are for the task.

Page 38: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionErgonomics

In medicine the specialist area = occupational therapist

e.g. They do assessment of your house following an operation that affects your mobilityThey do the evaluation of how you operate your computer, your desk and chair etc.

Page 39: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in

Invention

Prompted by Maureen McKelvey’s observation.‘Everyone talks today about patient involvement in health innovations. But when we actually look at the innovations, the patient disappears’.

Page 40: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in

Invention

Traditional versus Patient-centred medicine.

Traditional, biomedical relationship - the professional is the expert and takes a leading position in the conversation. Uses closed-ended questions and gives directives at end of consultation.

Patient is expected to ‘comply’ with directions given.

Page 41: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in

Invention

Traditional versus Patient-centred medicine.

Patient is placed at the centre of the patient-centred approach and the patient-doctor interaction.This presupposes patients’ experiences and understanding.

Page 42: Windrum RESER 2015 Keynote Presentation

User facing competences

Service characteristics

S1

S2

.

.

Ss

PC1

PC2

.

.

PCt

SCU1

SCU2

.

.

SCUf

UC1

UC2

.

.

UCc

UP1

UP2

.

.

UPu

User preferences

User competences

PP1

PP2

.

.

PPm

SP1

SP2

.

.

SPp

Service provider preferences

Policy maker preferences

Policy maker competences

SCB1

SCB2

.

.

SCBf

Back office competences

Multi-agent framework of co-evolving service characteristics, competences, and preferences (Windrum and García-Goñi, 2008).

Page 43: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in

Invention

So why does the ‘patient disappear’ in the invention of new health services?

Even in the development of patient-centred health services?

Example: type 2 diabetes education programmes.The first tested programme was the ‘Düsseldorf model’, developed by German diabetologists.

Page 44: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in

Invention

Useful to build a bridge with recent work on expertise in science and medicine.

Today, I’ll consider the work of Harry Collins…

Page 45: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in

Invention

Simplified Table of Expertises (Collins & Evans 2005 Rethinking Expertise)

1. UBIQUITOUS EXPERTISES: Acquired through growing up in society. e.g. Natural language, social skills (interaction), reading & writing, knowing where to find information

2. DEGREE OF SPECIALISM

UBIQUITOUS TACIT KNOLWEDGE

SPECIALIST TACIT KNOLWEDGE

Beer-mat knowledge

Popular Understanding

Primary source knowledge

Interactional Expertise

Contributory Expertise

Page 46: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in

Invention

So let’s address Maureen’s observation….

Where can we expect patients to be on Collins’ ‘Table of Expertises’?

Page 47: Windrum RESER 2015 Keynote Presentation

Consumption and Production

Health care was one of Fuch’s co-production examples:

‘Competences of patients with respect to describing symptoms directly affect the doctor’s ability to arrive at the correct diagnosis and, hence, the correct prescription.’

Page 48: Windrum RESER 2015 Keynote Presentation

Consumption and Production

Is it a partnership of ‘equals’?

Page 49: Windrum RESER 2015 Keynote Presentation

Consumption and Production

Jane Hayes & Martin Scurr (2015) Doctors Dissected

“Stomach ache and headache are amongst the most frequently presented conditions and with headaches I usually decide in the first 30 seconds if it is a headache that requires further investigation… The patient inevitably will think they might have a brain tumour, so taking a history and an examination is reassuring, although only one percent of brain tumours present with a headache”.

Page 50: Windrum RESER 2015 Keynote Presentation

Consumption and Production

What about someone with a long-term chronic condition, such as type 2 diabetes?

Page 51: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in Invention

•Over time, they will develop ‘experience expertise’ in ‘living with the condition – perhaps develop primary source knowledge.

1. UBIQUITOUS EXPERTISES: Acquired through growing up in society. e.g. Natural language, social skills (interaction), reading & writing, knowing where to find information

2. DEGREE OF SPECIALISM

UBIQUITOUS TACIT KNOLWEDGE

SPECIALIST TACIT KNOLWEDGE

Beer-mat knowledge

Popular Understanding

Primary source knowledge

Interactional Expertise

Contributory Expertise

Page 52: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in

Invention

•But, very unlikely to acquire specialist medial training, to access specialist networks of diabeticians etc.

1. UBIQUITOUS EXPERTISES: Acquired through growing up in society. e.g. Natural language, social skills (interaction), reading & writing, knowing where to find information

2. DEGREE OF SPECIALISM

UBIQUITOUS TACIT KNOLWEDGE

SPECIALIST TACIT KNOLWEDGE

Beer-mat knowledge

Popular Understanding

Primary source knowledge

Interactional Expertise

Contributory Expertise

?

Page 53: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in

Invention

So who DO we see?

Page 54: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in Invention•Representative Organisations

These third sector - voluntary, community and social enterprise (VCSE) organisations have •the ‘interactional expertise’ •funds to commission •political and other network connections to influence health policy and regulation[Windrum (2014) Third sector organizations and the co-production of health

innovations’, Management Decision].

Page 55: Windrum RESER 2015 Keynote Presentation

Innovation Country Category Third Sector Central Role

Diabetes Education UK Intangible service Yes Yes

Capacity Planning UK Organizational

/Process

No

Health school for illness prevention Denmark Intangible service No

Public-private network for elderly care

innovations

Denmark Network Yes Yes

IT risk adjustment software tool Spain Technology

mediated service

No

Social network site for health professionals Spain Network Yes Yes

Handheld defibrillators Austria Network &

Technology

mediated service

Yes Yes

Virtual reality rehabilitation therapies France Technology

mediated service

No

Supersonic imaging France Technology

mediated service

No

Public-private partnership for research France Organizational

/Process

No

Page 56: Windrum RESER 2015 Keynote Presentation

Portable Defibrillators (AEDs)

Doris Schartinger (2013) ‘An institutional analysis of innovation in healthcare services’

Page 57: Windrum RESER 2015 Keynote Presentation

Consumption and ProductionExpertise & Citizens’ Involvement in

Invention

Can Representative Organisations be used to organise citizen/patient inputs?

NHS Hartlepool and Stockton-on-Tees CCG – using third sector providers to ‘recruit’ patients who then assist in new service co-design.

Page 58: Windrum RESER 2015 Keynote Presentation

Diffusion•Why do so few social innovations in public sector fail to diffuse?

[Note: de Jong and von Hippel’s paper in current RP: ‘Market failure in the diffusion of consumer-developed innovations: Patterns in Finland’]

Page 59: Windrum RESER 2015 Keynote Presentation

DiffusionSir David Cooksey. A review of UK health research funding. HM Treasury report 2006.

Identifies two gaps in research pathways that affect translation of biomedical science to healthcare: 1.Translation of basic and clinical research into ideas and products2.Implementation into clinical practice - innovations, evidence-based interventions & new ways of working often struggle to make an impact on frontline practice

Page 60: Windrum RESER 2015 Keynote Presentation

DiffusionTheory problem

Our (contagion) diffusion models assume that diffusion occurs through individual interaction •spill-over effects due to use (Stoneman)•information (Bas)•social structure (Rogers).

Page 61: Windrum RESER 2015 Keynote Presentation

DiffusionTheory problem

We know from many studies in hospitals, that evidence base is not a sufficient condition for implementation.

So what are the key factors affecting implementation?

Lars Fuglsang’s (2010) paper has a nice way of framing this question – ‘ad hoc adjustment’. “adjusting the protocol to unforeseen events” and “creating structures by means of events” [Also Gallouj & Weinstein 1997; Toivonen, Touminen & Brax 2007]

Page 62: Windrum RESER 2015 Keynote Presentation

DiffusionRole of Medical Professions

‘Occupational professionalism’ is an alternative, to both the market and to public bureaucracy, for the organisation of work and the delivery of services (McClelland, 1990; Evetts, 2006).

Page 63: Windrum RESER 2015 Keynote Presentation

DiffusionRole of Medical Professions

Emphasis is on autonomy and the self-regulation of work by the profession, with professionals best placed to act in the best interests of their clients.

Emphasis is on autonomy and the self-regulation of work by the profession, with professionals best placed to act in the best interests of their clients.

Page 64: Windrum RESER 2015 Keynote Presentation

DiffusionRole of Medical Professions

Professional values emphasise a shared identity based on competencies (produced by education, training and apprenticeship socialisation) and legal responsibility (sometimes guaranteed by licensing).

Page 65: Windrum RESER 2015 Keynote Presentation

DiffusionCo-creation of Social Innovations and New Professional Institutions: Diffusion of Patient-Centred Diabetes Education in Austria With Doris Schartinger & Justin Waring

The diffusion of this radical social innovation depends on the co-creation of a new professional institution that can challenge the established institution supporting the ‘traditional’ health model.

Page 66: Windrum RESER 2015 Keynote Presentation

DiffusionCo-creation of Social Innovations and New Professional Institutions: Diffusion of Patient-Centred Diabetes Education in Austria With Doris Schartinger & Justin Waring

Everyday institutional work of patient-centred diabetologists and nurses, e.g. training and governance, create and sustain the norms and belief systems of the new institution while simultaneously attacking mechanisms of compliance to established institution.

Page 67: Windrum RESER 2015 Keynote Presentation

DiffusionCo-creation of Social Innovations and New Professional Institutions: Diffusion of Patient-Centred Diabetes Education in Austria With Doris Schartinger & Justin Waring

A set of supporting organisations - FQSD-Ö and the VÖD – needed to be created because the main organisation (FDÖ,) was dominated by traditionalists.

Page 68: Windrum RESER 2015 Keynote Presentation

DiffusionGeographyGeographical distance, and the heterogeneous context in which different parts of the same organisation resides.

Local differences include patient conditions (urban vs. countryside) (ethnic mix), socio-economic factors, and ease of access to services.

Page 69: Windrum RESER 2015 Keynote Presentation

DiffusionThe Exploitation of Space and Place by Local Professionals: Reconfiguring Systemic Innovation in Primary Health Carewith Stephen Timmons, Kirsi Hyytinen, Hannamaija Maatta, Marja Toivonen,

‘Chronic Care Model’ (CCM) implementation in a middle-sized city region in Finland.

Page 70: Windrum RESER 2015 Keynote Presentation

DiffusionThe Exploitation of Space and Place by Local Professionals: Reconfiguring Systemic Innovation in Primary Health Carewith Stephen Timmons, Kirsi Hyytinen, Hannamaija Maatta, Marja Toivonen,

What started out as a centralised, top-down implementation shifted towards more differentiated health service provision, with the localised expertise of practitioners in organising and coordinating particular responses to these localised needs.

Page 71: Windrum RESER 2015 Keynote Presentation

DiffusionRole of Standards

Evaluation research on the PM Challenge Fund for Improved Access in Primary Care has highlighted the importance of standards in the NHS.These are important in ‘acting at a distance’ on the everyday protocols used by medical practitioners.

Page 72: Windrum RESER 2015 Keynote Presentation

User facing competences

Service characteristics

S1

S2

.

.

Ss

PC1

PC2

.

.

PCt

SCU1

SCU2

.

.

SCUf

UC1

UC2

.

.

UCc

UP1

UP2

.

.

UPu

User preferences

User competences

PP1

PP2

.

.

PPm

SP1

SP2

.

.

SPp

Service provider preferences

Policy maker preferences

Policy maker competences

SCB1

SCB2

.

.

SCBf

Back office competences

Multi-agent framework of co-evolving service characteristics, competences, and preferences (Windrum and García-Goñi, 2008).

Page 73: Windrum RESER 2015 Keynote Presentation

DiffusionRole of Standards

When combined with financial incentives, they are particularly powerful.The actors who work with policy makers to set standards have a particularly powerful influence.

Page 74: Windrum RESER 2015 Keynote Presentation

MeasurementPast Research Indicates…

•Yes, innovation definitely happens!

•Highly heterogeneous nature of ‘public’ services

Size Knowledge-intensity

Page 75: Windrum RESER 2015 Keynote Presentation

Louise Earl’s (2002) study of public and private orgs. Based on Canadian 2000 Survey of Electronic Commerce (550,903 private, 819 public sector orgs)

85% of public sector orgs had introduced significantly improved technologies

Compared to 44% of private sector orgs.

80% of public sector orgs had undertaken significantly improved organisations structures or management.

Compared to 38% of private orgs.

Page 76: Windrum RESER 2015 Keynote Presentation

Antony Arundel and Hugo Hollander’s 2010 EU Innobarometer survey of public sector innovation.

•Two-thirds of EU public administration institutions introduced a new or significantly improved service in the last 3 years.•Likelihood of service innovation increased linearly with the size of the institutions. •17% are leading innovators(introducing one or more service-related innovation ahead of other organisations in the public sector). •Leading innovators were typically large and national or central organisations.

Page 77: Windrum RESER 2015 Keynote Presentation

Past Research Indicates…

•Need to target surveys at appropriate managerial level

•Issues around the definition of innovation Same issues arise in surveys of private sector orgs (e.g. CIS) – see Arundel and Huber (2013).

Page 78: Windrum RESER 2015 Keynote Presentation

Past Research Indicates…

•Need to target surveys at appropriate managerial level

•Issues around the definition of innovation Same issues arise in surveys of private sector orgs (e.g. CIS) – see Arundel and Huber (2013).

Q: Are we reaching the limit of what CIS can achieve?

Page 79: Windrum RESER 2015 Keynote Presentation

Measuring Implementation: PMCFThere is evidence of new models of care and service delivery being introduced without the required structures for testing, monitoring, reporting or evaluation at a national level. 

Over simplification and limited analysis of patients’ needs and behaviour, which consequences for the appropriate allocation of NHS resources. 

Limited local evaluation capabilities within CCGs. This reduces opportunities to assess the merits and relative performance of different initiatives.

Page 80: Windrum RESER 2015 Keynote Presentation

Thank you