New public service development: identifying elements of process model

Abstract

Nowadays public services are challenged in number of ways. The transformation of societies, technological innovations, and budgetary pressures force the governments to be more efficient, reduce costs, improve the quality of decision-making, promote greater trust in public organisations, and tackle the higher expectations of modern citizens or businesses. Under these conditions, it is critical to search for new innovative models of new service development in the public sector, and methods that turn ideas and insights into viable offers to the citizens or business. The aim, in the first part of the article, is to analyse the theoretical background for new service development and innovation processes. The second part examines the new approaches to public services development that emerge as paradigm shifts in modern societies. Lastly, the article engages to identify the major elements that aggregates the new service design process in the public sector, unpack their dimensions, and clarify the process differences from the one in the private sector.