Innovation readiness in public sector service delivery: an exploration

Abstract

We set out in this study to examine the mechanisms (specific knowledge management practices) required to operationalize service innovation readiness within public sector service delivery. Data is obtained from 150 service delivery managers drawn from public sector service organizations within the emirate of Sharjah. Sampling is undertaking utilizing a 38 factor knowledge management-focussed service innovation readiness questionnaire developed from the literature. Analysis of the data is via variable ranking and multidimensional scaling (MDS). The findings of the study suggest the existence of four knowledge management-based imperatives which are construed as managerial mechanisms for public sector service innovation readiness. These are (i) ‘Knowledge core competence’ (knowledge as a key strategic asset) (ii) ‘Organizational structure’ (internal patterns of organizational communication, authority and relationships) (iii) ‘Responsiveness to change’ (propensity to engage in both purposeful and timely behavioural change in response to modulating stimuli), and (iv) ‘Innovativeness’ (relative earliness in adopting innovation). The findings lead to a service innovation readiness typology which is oriented towards ensuring that public sector entities are able to effectively and efficiently deliver innovative services that meet both operational mandates and national visions of service expectations.

Keywords:

• Public services
• innovation
• readiness
• knowledge management

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Udechukwu Ojiako

Udechukwu (Udi) Ojiako is Professor of Engineering Management at the University of Sharjah, United Arab Emirates. A qualified Barrister (Honourable Society of the Middle Temple), Udi currently serves as an Associate Editor of Production Planning & Control. He holds a PhD in Project Management (from the University of Northumbria) and a PhD in Business (from University of Hull). He has recently completed a third PhD in Law, from Aberystwyth University.

Eman Jasim Hussain AlRaeesi

Eman Jasim Hussain AlRaeesi is the Engineering Affairs Director at the Government of Sharjah Office, Sharjah, United Arab Emirates. She has 15 years’ experience working on service delivery, public policy and innovation and knowledge management projects across various facets of the Government of Sharjah. Most recently, she was solely responsible for the successful automating and unifying the processes of applying and delivering of the municipal services for the Engineering and Buildings Sector within the Emirate of Sharjah. Eman holds a PhD in Engineering Management from the University of Sharjah.

Maxwell Chipulu

Max Chipulu is Professor of Operations Analytics at Edinburgh Napier University. His research focus being on the study the management of operations, particularly projects, in complex and/or uncertain environments through the lens of data analytics. He also researches how culture influences organizations, ethicality and sustainability; the pedagogy of quantitative courses within business schools, whereby, his most recent interest, is the effective application of learning analytics in the teaching and learning of business subjects. Maxwell holds an MSc and PhD in Management Science and Statistics from Southampton Business School.

Alasdair Marshall

Alasdair Marshall is currently Associate Professor in Risk Management at Southampton Business School where he joined as a Lecturer in Risk Management in September 2008. Both his MA (Hons) degree and PhD are in Social Science, from the University of Glasgow. Between 2003 and 2008, Alasdair worked at Glasgow Caledonian University, where he contributed to Risk Management teaching within Caledonian Business School and was involved in a broad range of research and consultancy projects within the Cullen Centre for Risk and Governance.

Hamdi Bashir

Hamdi Bashir is a full Professor of Industrial Engineering and Engineering Management at the University of Sharjah. He received his Ph.D. degree in 2000 from McGill University, Montreal, Canada. Dr. Bashir is a senior member of the Institute of Industrial and Systems Engineers (IISE). His articles have appeared in journals such as Production Planning & Control and the International Journal of Project Management.