Documentos de Académico
Documentos de Profesional
Documentos de Cultura
Lawrence Green
Service Industries Size - 70-80% of all economic activity in developed economies (20-25% in manufacturing) Intangibles finance, communications, entertainment, news, health, education Specificities of services 3i approach: intangible; interactive; information intensive Transformative transforming states (of people, artefacts, environments) Specificities of service innovation ad hoc, nonformalised, project based, informed by user-inputs
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G H I J K L M N O
Wholesale & Retail Trade Hotels, Restaurants & Catering (HORECA) Transport & Storage Financial Intermediation & Real Estate (FIRE) Business Activities (legal, design, computing & consultancy etc.) Public administration, social security & welfare (& defence) Education Health & social work Other social & personal services
Area of Expenditure
General public services
%GDP
1.1
27.4 27.1
6.5 2.1 3.6 5.5
2.5 2.4
0.6 0.2 0.3 0.5
Transport
Environment protection Housing and community amenities
16.3
7.7 6.1
1.5
0.7 0.5
Health
Recreation, culture and religion
74.9
5.8
6.7
0.5
61.1 155.0
437.1 (650bn in 2010)
5.5 13.9
39.2 (44.8% in 2010) 5
Prescription for an ailing public service sector: Innovation to increase effectiveness (& improve outcomes) of services Organisational Innovation - introduce greater accountability application of NPM principles (cost accounting, targets & evaluation) - private sector standards and disciplines Public-Private partnership the end of ideology Re-conceptualisation of service user as customer Import ideas (from US?) contestability and choice Stimulate innovation and dynamism cultural innovation
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Forms of Innovation
New service products NHS Direct and Walk-in Clinics, real-time on-line travel and transport advice Improved service delivery systems electronic delivery of services (enhanced interaction, on-line payments and edemocracy). WebCT in education Organisational and administrative and innovation - costreduction, centralisation of services, one-stop shops. Major service re-organisations in healthcare and welfare (GPs to organise Primary Care) Conceptual innovation outsourcing, privatisation, de-risking, cultural change Re-consideration of boundaries interactions with external organisations and knowledge bases N.B much overlap and co-dependence across classes
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