Organisational Attention, Open Innovation and Delivery of Public Services
21 Pages Posted: 7 Feb 2017
Date Written: February 7, 2017
Innovation in delivery of public services is considered a rare phenomenon especially in health care services. It is considered even more remote when these services are delivered by arms of the government or public agencies. However high quality public services can be delivered if the contextual adaptation of services is driven by innovation.
Health services are perhaps the most difficult types of services to be delivered. Quality health care services are majorly dependent upon contextual factors which need to be adapted to. Rural health care programmes, although are designed on standard technologies, yet show varying levels of performances in varying contexts. Consistent high level of performance is only possible through consistent adaptation to ongoing demographic and customer needs change and varying contextual factors.
Emphasis on delivery of services has a tendency to drive out risk taking and with it creativity which is the source of all innovation. However units can keep their focus on innovations happening in other organizations and make an attempt to incorporate them in their service delivery mechanisms. For this to happen, organizations need to have attention mechanisms which will identify, evaluate their utility, and use them through cooperative mechanisms and finally focus on incorporation of these through training and implementation mechanisms.
Health systems need to position a formal mechanism called cognitive architecture to enable such a consistent adaptation. This paper delivers this key message through the case study of A state level health care system in India.
Keywords: service delivery mechanisms, open innovation, cognitive architecture, contextual adaptation
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