Innovation and the Public Service: Achieving Inclusive Service Delivery

Innovation is seen as a way for the public sector to improve performance and reduce costs. This is particularly attractive for developing countries in which large parts of the population do not have access to quality basic services. In response, innovation readiness assessments are being implemented and innovation units have been established, all of which seek to develop an innovation ‘culture’ in government. However, the growing pressure for public officials to adopt an innovation mindset can create tensions with existing processes and ‘bureaucratic’ practices. Through a case study of South Africa’s state-owned enterprises, municipalities, sector departments and public innovation intermediaries, this paper argues that a more nuanced view is needed of the diverse actors, roles and activities that do (and could) support public sector innovation, which includes various enabling bureaucratic activities. Each of these entities contributes specific legitimacies and capacities to innovation processes, based on underlying values, which can be better recognised and supported to achieve sustainable innovation outcomes and more inclusive service delivery.