Consequently, the question arises whether public management, in terms of “Citizensourcing”, should also include the knowledge and experience of clients, users, and external actors into the public innovation and value creation process: can citizens act as contributor to public tasks that are traditionally performed by an administrative employee (mostly a civil servant)?
“We’ve demonstrated that “open innovation,” the crowdsourcing of citizen expertise to enhance government innovation, delivers real results. Fundamentally, we believe that the American people, when equipped with the right tools, can solve many problems.”
The State should substantially expand the use of publically available tiplines and online message feeds. (You can also check out the MyIdea4CA.com, which built further on the ideas mentioned in the article.)
This is a longer report by Professor Henry Chesbrough and Professor Wim Vanhaverbeke, which offers several recommendations on how governments can work with open innovation. You can also check out this video interview with the professors.
Thus far, we’ve focused our work in three core areas: (1) helping governments adopt open source practices so that they can benefit from each other’s investments in technology; (2) supporting the development of “open platforms”, such as Open311, which represent a fundamentally different approach to technology development; and (3) building open knowledge infrastructure around the policies and practices involved in implementing these approaches.
In most agencies I’ve worked with, problems are identified through informal channels that are not well understood or even inclusive of employees and/or citizens. With open innovation as a model, you can give employees and citizens the ability to not just identify problems, but recommend solutions for addressing the problems.
There’s no way to succeed with the old approach to city governance. People not only want new services but also more diverse ones that can speak to the needs of every community. Governments can’t keep up with demands now, and it will only become more difficult in the future.
It is shrinking the size of government (“the cloud” alone is already saving billions in IT procurement), but improving its ability to help citizens succeed. It is “pro-growth” in its truest sense: using public policy to promote economic growth through entrepreneurship and innovation. And it’s unlocking the creativity of citizens to make things better – whether they work in government or just build on its open API’s.
[Recorded Sept 26] Traditional Voice of Customer surveys have a blind spot to real-time feedback on social media and call center interactions. Learn how progressive companies are mining Big Data to improve the customer experience, reduce churn and even boost agent selling.