Human-Centered Digitalization and Services
This book provides a timely overview of the impacts of digitalization from the perspective of everyday life, and argues that one central issue in digitalization is the development of new types of services that digitalization enables, but which are often overlooked due to the focus on new technologies and devices. The book summarizes the past 20 years of research into the relationship between information and communications technology (ICT) and service innovation, and reveals that the ongoing digitalization is a qualitatively different phenomenon and represents a true paradigm shift.
The all-encompassing integration and distribution of data raises critical issues such as preserving human dignity and individual autonomy; moreover, interaction practices that foster broad participation, trust, learning, and a willingness to share knowledge are called for. Citizen empowerment and multi-actor co-creation have become central to using digitalization to support the development of wellbeing and sustainability.
Further, the book shows how employees and professionals can and should be involved in designing their future work, and in evaluating it. Proactiveness and participation in innovation endeavours are ways to guarantee meaningful work in an age of socio-technical transition.
The book employs a variety of theoretical approaches and perspectives from diverse disciplines to illustrate these needs. In addition to theoretical analyses, some specific application areas are examined, e.g. services in health and social care, and problems linked to robots in elderly care. Given its scope, the book is highly recommended to all readers seeking an overview of the current understanding of the human side of digitalization and searching for concrete cases from different countries to illustrate the topic.
Presents over twenty case studies drawn from practical experience ; Demonstrates how success is measured, providing reader with tools for implementation; Organized around five themes with specific comments for case comparisons from experts in the field; Introduces readers to several contexts that can be applied in various situations; Resource for further study of service innovation
Case Studies in Service Innovation provides the reader fresh insight into how innovation occurs in practice, and stimulates learning from one context to another. The volume brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information.
The book is organized around five major themes, each reflecting recognized sources of service innovation: Business Model Innovation: new ways of creating, delivering or capturing economic, social, environmental and other types of value; The Organization in its Environment: an organization engaging beyond its own boundaries, with public private partnerships, sourcing knowledge externally, innovation networks, and open or distributed innovation; Innovation Management within an Organization: an organization actively encouraging innovation within its own boundaries using project teams, internal governance of innovation, and methods or tools that stimulate innovation; Process Innovation: changes in service design and delivery processes, such as consumer led innovation or consumers as part of the innovation process, service operations management, and educational processes; Technology Innovation: the use of technology, including ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, and technology other than ICT.
The final part of the book is given to four extended cases allowing for a more in-depth treatment of innovation within a complex service system. The extended cases also illustrate two important and growing trends, firstly the need for, and benefits of, a more customer centric approach to service innovation and secondly the need for better understanding of public services and the role of public-private partnerships in identifying and achieving innovation
The transition to market economic systems in the countries of Central and Eastern Europe and the former Soviet Union involves fundamental shifts in the sectoral allocation of resources, in particular, dramatic changes in employment structures. Development of services in Russia turns to be more impressive than in many other transitional countries. This paper uses the Baumol-Fuchs model of the service sector expansion to estimate underdevelopment of services in Russia prior the transition and measure the progress in catching-up that has taken place thus far. Based on the Russian Longitudinal Monitoring Survey (1994-2000) empirical analysis demonstrates that sectoral variation in the difference between withdrawal from and entrance to the labor force is the main reason of changing distribution of labor. For job-to-job transitions low quality of current job matches, tenure effects and labor market segmentation are the most important explanation of inter-sectoral labor mobility.
In this paper the authors analyze the optimization of public service delivery in Russia. The role of the optimization of administrative processes in the modernization of public administration is also considered; major activities aimed at the optimization of the public services delivery in 2010-2011 are described; some background information for decision making process is revealed; major methods of improving quality and accessibility of public services are analyzed; the key methodological approaches for the reengineering of public services and spheres of government regulations are presented. Basing on the researches conducted, the authors propose the ways of making the activities aimed at the optimization of public services effi cient.
This article is devoted to the consideration of the Federal Statute № 210- F3 of 27 July 2010 About the organization of state and municipal services provision. Th is is connected with a change for an electronic way of providing public administration services and executing its functions by using a universal electronic map. Th e Statute gives, for the fi rst time, a defi nition of the universal electronic map. It has provisions on the organization of the activity to issue, to give out and to operate electronic maps, as well as provisions about the order of giving out and delivering universal electronic maps; about the refusal of people to receive the map; about providing citizens with services within the framework of the electronic bank supplement. Th e Statute fully refl ects the current situation in the organization of providing public and municipal administration services.