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User voice and complaints as drivers of innovation in public services

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  • Richard Simmons
  • Carol Brennan

Abstract

User voice and complaints can serve as important inputs to innovation in public services. User knowledge can be harnessed to provide insights and ideas that prompt more effective service responses and add value to service delivery. However, the mechanisms for harnessing user voice and complaints are often not fully understood, and their potential is often underdeveloped. This paper elaborates a conceptual framework which maps the processes by which user voice and complaints might prompt effective public service innovation. Six practical real-world examples are then presented and analysed to illuminate discussion of some critical success factors for consumer-knowledge-enabled innovation.

Suggested Citation

  • Richard Simmons & Carol Brennan, 2017. "User voice and complaints as drivers of innovation in public services," Public Management Review, Taylor & Francis Journals, vol. 19(8), pages 1085-1104, September.
    • Handle: RePEc:taf:rpxmxx:v:19:y:2017:i:8:p:1085-1104
    DOI: 10.1080/14719037.2016.1257061
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    Cited by:

    1. Young Bae & Byung-Deuk Woo & Sungwon Jung & Eunchae Lee & Jiin Lee & Mingu Lee & Haegyun Park, 2023. "The Relationship Between Government Response Speed and Sentiments of Public Complaints: Empirical Evidence From Big Data on Public Complaints in South Korea," SAGE Open, , vol. 13(2), pages 21582440231, April.
    2. Michael B. Twidale & David M. Nichols & Christopher P. Lueg, 2021. "Everyone everywhere: A distributed and embedded paradigm for usability," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 72(10), pages 1272-1284, October.

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