Customized Public Service: Indonesian Experience on Innovating Public Sector
Innovating in the Public Sector - WordPress.com · Innovating in the Public Sector D. Brian Marson...
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Innovating in the Public Sector
D. Brian Marson
PMDP Faculty
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Workshop Outline
1. Examples of and Trends in public sector innovation in the Philippines
2. Trends in International Public Sector Innovation
3. How-to Guidance for Promoting Innovation in Public Organizations
Annex: Resources for Innovators
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Defining Innovation
• ‘Innovation is the creative generation and
application of new ideas that achieve a
significant improvement in a product, program,
process, service, structure or policy. Simply put,
innovation is about transformative ideas that
work’.
-Canada School of Public Service Definition
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Examples of Innovations in the
Philippine Public Sector:
Passport Offices in Shopping Malls
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Examples of Innovations in the
Philippine Public Sector:
Public Private Partnerships
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Examples of Innovations in the
Philippine Public Sector: NSO E-Service
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Examples of Innovations in the
Philippine Public Sector: PEZA
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Examples of Innovations in the
Philippine Public Sector: DAP-PMDP
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Examples of Innovations in the
Philippine Public Sector: Anti-Red Tape Act
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Examples of Innovations in the
Philippine Public Sector: SALN
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Examples of Innovations in the Philippine
Public Sector: New Services via Mobile Phones
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More Examples of Innovations
in the Philippine Public Sector:
Please Provide Examples from Your
Department or Agency
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Section Two: Analyzing Public Sector
Innovation Around the World
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Professor Sandford Borins:
the Leading Expert on Public
Sector Innovation
http://www.businessofgovernment.org/sites/default/files/The%20Persistence%20of%20Innovation%20in%20Government.pdf
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Professor Ken Kernaghan:
the Leading International
Expert on Service Innovation
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http://www.iccs-isac.org/en/pubs/FinalReport-June7-
2010Appendices.pdf
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Professor Sandford Borins:
Innovation is Alive and Well
in the Public Sector in 2014
“Innovation in government persists. Despite skepticism about whether large, hierarchical, monopolistic government agencies can initiate and embrace change, there is extensive evidence that they can, they do, and they will. Innovators persist.
In the face of the obstacles inherent in the process, despite the risk of failure, despite the time, energy, persuasion, and improvisation required to bring an innovation to fruition, public servants continue to find new ways to create public value.`
%
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Professor Sandford Borins:
Innovation is Alive and Well
in the Public Sector
The research that is the foundation of this report shows that innovators are found at all levels of government. The urge to innovate is also born of a belief in government as a solution, a belief that government can find better ways to deliver services. Innovators share a conviction that creative problem solving, inspired improvisation, experimentation, and risk-taking within their organizations are possible.” http://www.businessofgovernment.org/sites/default/files/The%20Persistence%20of%20Innovation%20in%20Government.pdf
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Characteristics of Innovations, Harvard
Kennedy School Innovation Awards, 2010
• Collaboration within Government 81 %
• External Collaboration 80
• Process Improvement 70
• Information Technology 41
• Citizen Empowerment 24
• Use of Volunteers 12
• Use of Market Incentives 6
• Organizational Change in the Public Sector 3
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Initiators of the Innovations
Initiator
• Elected Official 34 %
• Agency Head 44
• Middle Manager or Frontline Staff 46
• Interest Group Leader or Member 11
• Client or Partner 27
• Citizen 4
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The Transfer of Innovations
is Increasing Nationally and
Internationally (Harvard Awards)
2010 1990-94
• Local Transfer 27% 27%
• National Transfer 42 24
• International Transfer 11 1
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Obstacles encountered in
Implementing the Innovation • Bureaucratic Resistance 15%
• Lack of Resources 18
• Logistical 21
• Coordination 5
• Burnout 4
• Technology 6
• Laws, Regulations 3
• Political Opposition 2
• Political Transition 3
• Public Doubt 8
• Reaching Target Group 8
• Affected Interests 4
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International Examples of
Public Sector Innovation
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International Examples of PS Innovation
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Malaysia MyGov Mobile Phone Services
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Canadian Government
Performance Measurement (MAF)
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International Examples of PS Innovation
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35 Inter-Governmental Organizations for Collaborative
Innovation- E.G. the Institute for Citizen Centred Service
www.iccs-isac.org
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Section Three:
Promoting Innovation
in Public Organizations
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Public Sector
Political/Institutional Raise accountability and responsiveness of government
Strengthen public institutions
Review the size of government
Restore public trust and confidence
Economic More conducive market
environment
Integration of world
economy
Climate change
Human development
Social Social inequities
Marginalization
Discrimination
Disintegration
Technological Digital age
Technological advances
Social network phenomenon
Worldwide Pressures for Reform And Innovation in the Public Sector
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INNOVATION: INVENTION AND CREATION
VERSUS INNOVATION COLLECTION AND
ADAPTATION
• Innovations can be created within an
organization, or learned and borrowed from
others.
• 3M, Disney and Apple are examples of creative
companies. Think of examples of companies that
largely copy the innovations of others.
• In the public sector, we can create new
innovations, and-or borrow best practice
innovations from other public organizations.
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INNOVATION: CREATION
• Innovative private sector organizations like Google,
3M, Apple and Disney deliberatively create the culture
and systems where employees can create new ideas
for transforming performance.
• At 3M, even ordinary production employees are
encouraged to create new 3M products, and if they
have a promising idea, they are given time and
resources to develop the new product.
• Many private sector organizations don’t invent, but
rather adapt and improve the innovations of others
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Promoting Innovation in the Public Sector
THE C-CAR (“SEEKER”) MODEL
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http://publications.gc.ca/collections/Collection/SC94-94-2002E.pdf
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Four Steps in
Deliberate Innovation
1. Clarify the Purpose and Objectives
-what you are trying to achieve through the innovation process
2. Look-inside the organization, and Look out outside
- nationally and internationally for inventive ideas and relevant existing innovations
3. Assess and Adapt the Most Relevant Innovations
4. Implement the Selected Innovations and Measure the Results
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The Objective Should Come First
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Deliberative Innovation:
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Don’t Invent the Wheel- if it already
exists “out there”
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INVENT FIND EXISTING BEST PRACTICES
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INNOVATION: COLLECTION TOOLS • Study Tours
• Conferences showcasing innovative
practices
• Innovation Awards
• Innovative practices research
• Visiting experts
• Recruitment from innovative organizations
• Organizational partnerships
• Create Communities of Practice
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Exercise: Promoting Innovation at the
Manila International Airport Authority
• MIAA Vision Manila International Airport Authority, by 2016, will be the leading organization in airport development and management and pursuing excellence in customer service, world-class facilities, high quality security and safety standards in promoting the Philippines as a destination of choice for trade and tourism.
• MIAA Mission MIAA commits to uplift the Philippines by providing exceptional airport services through professionalism, unity, and commitment of management, ensured customer
security and continuous development that suits evolving global standards at the service of international and local market.
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Exercise: Service Innovation at MIAA
If you were appointed by the President to become General Manager of the MIAA, what are three initiatives you could initiate to promote innovations targeted to achieve the MIAA objective of achieving international standards of Service Excellence by 2016.
1. _________________________________
2. _________________________________
3. _________________________________
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CLASS EXERCISE:
PROMOTING AN INNOVATION AND HIGH-
PERFORMANCE CULTURE IN
THE PHILIPPINE PUBLIC SECTOR
Suggest three initiatives that would increase innovation towards high performance in the Philippine public sector:
1. _______________________________
2. _______________________________
3. _______________________________
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To Read More on Public Sector Innovation:
See Professor Sandford Borins` books:
Innovations in Government,
Research, Recognition and Replication www.sandfordborins.com/books/innovations-in-
government-2008
and The Persistance of Government Innovation
http://www.businessofgovernment.org/sites/default/files/The%20Persist
ence%20of%20Innovation%20in%20Government.pdf
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The New Public Organization Ken Kernaghan, S. Borins,
and Brian Marson www.ipac.ca/TheNewPublicOrganiation
• Organizing for Deliberate Innovation- Canada
School of Public Service • http://publications.gc.ca/collections/
Collection/SC94-94-2002E.pdf
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For Additional Study of Public Sector Innovation:
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Some Knowledge Hubs and
Websites for Public Sector Innovation
• UNDP http://www.undp.org/content/undp/en/home/librarypage.html
• OEDC PUMA: http://www.oecd.org/governance/ • Institute for Citizen Centred Service: www.iccs-isac.org • IBM Center for the Business of Government www.businessofgovernment.org/ • Harvard Government Innovators Network www.innovations.harvard.edu/award_landing.htm • CAPAM Awards www.capam.org/awards
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A Final Thought: Professor Borins’ Four
Recommendations for Government Executives:
• Recommendation One:
▫ Support local heroes.
• Recommendation Two:
▫ Protect public servants associated with unsuccessful innovations.
• Recommendation Three:
▫ Support communities of practice and other initiatives to promote inter-organizational dialogue at the front lines of government organization.
• Recommendation Four:
▫ Support performance management systems because they encourage innovative problem solving.
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