Innovation readiness in public sector service delivery: An exploration

Ojiako, Udechukwu; AlRaeesi, Eman Jasim Hussain; Chipulu, Maxwell; Marshall, Alasdair; Bashir, Hamdi

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-focused 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 behavioral 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.

Citation

Ojiako, U., AlRaeesi, E. J. H., Chipulu, M., Marshall, A., & Bashir, H. (2024). Innovation readiness in public sector service delivery: An exploration. Production Planning and Control, 35(5), 437-460. https://doi.org/10.1080/09537287.2022.2089266

• Journal Article Type: Article
• Acceptance Date: May 31, 2022
• Online Publication Date: Jun 21, 2022
• Publication Date: 2024
• Deposit Date: Jun 13, 2022
• Publicly Available Date: Jun 22, 2023
• Journal: Production Planning & Control
• Print ISSN: 0953-7287
• Electronic ISSN: 1366-5871
• Publisher: Taylor & Francis
• Peer Reviewed: Peer Reviewed
• Volume: 35
• Issue: 5
• Pages: 437-460
• DOI: https://doi.org/10.1080/09537287.2022.2089266
• Keywords: Public Services; Innovation; Readiness; Knowledge Management
• Public URL: http://researchrepository.napier.ac.uk/Output/2878343