1. Innovating from within DISPA Meeting “Innovation on public services delivery” Copenhagen May 2012

2. Type of innovation in the public sector Doing something in a new or in a different way New/improved service Process innovation Organizational innovation Administrative innovation System innovation Conceptual innovation Radical change of rationality (Publin, 2007)

3. Innovation in public service delivery Is about Getting the most out resources and capacities Better outcomes Lower costs But also about People Organizational culture Top and middle managers

4. Enablers of innovation Innovation strategies Support from top management Public sector innovation units Cross-disciplinary team work Delegation an flexibility in HRM Change regulations Use of ICTs and partnerships (OECD-2011)

5. Inhibitors of innovation Lack of financial resources Lack of incentives structure Short term budget and planning horizons Culture of risk-aversion Capacity and skills Difficulty in reaching target groups (OECD-2011)

6. Innovating from within Innovating/well succeeded practices start inside the organizations Value for the organization, for internal or for the external client

7. Innovating from within In Portugal Process re-engineering Simplification Dematerialization of processes Interaction with the citizen E-Government instruments

8. Simplex - Making citizens and businesses everyday life easier Simplification of laws and procedures Dematerialization of forms and procedures Elimination of unnecessary documents Consolidation of existing legal rules Easier access to public services http://www.simplex.pt/downloads/whatissimplex.pdf

9. Citizen’s card - 5 ID cards in 1 and a tool for eGov http://www.cartaodecidadao.pt/index.php?lang=en Born citizen – Birth Registration at the maternity unit Electronic pre-filled income tax return http://www.portaldasfinancas.gov.pt/at/html/index.html “I lost my wallet” counter http://www.portaldocidadao.pt/PORTAL/entidades/PCM/AMA/pt/ SER_balcao++perdi+a+carteira.htm Simplex - Making citizens and businesses everyday life easier

10. “One stop house” service http://www.casapronta.pt/CasaPronta/ On the spot firm – Start-up a firm in less than one hour http://www.empresanahora.pt/ENH/sections/EN_ho mepage Simplified company information – submitting financial and accounting information in one step Simplex - Making citizens and businesses everyday life easier

11. Additionally ⇰ New management instruments oriented for the PA efficiency Performance assessment (organization, top and middle managers and workers) HR Management Financial and budgetary management Public Procurement http://www.ancp.gov.pt/EN/Pages/Home.aspx http://www.ancp.gov.pt/EN/Pages/Home.aspx IT Governance http://www.ama.pt/index.php?option=com_frontpage&Itemid=1 http://www.ama.pt/index.php?option=com_frontpage&Itemid=1 http://www.rcc.gov.pt/Paginas/default.aspx Innovating from within

12. Implementation of new management instruments Innovating from within Innovation strategies Motivation of workers and teams Competence enhancement IT support Lower budgets Less workers Older workers Lack of competences Organizational instability Doing more with less

13. ⇰Managers and critical competences Leadership competences Competence diagnostics Recruitment and specific training ⇰The role of chief learning officers Larger intervention: need for results in a budgetary constraints context Innovating from within

14. ⇰ Different learning solutions with organizational impact Knowledge transfer o The role of senior workers o Group learning (storytelling and micro training) o Informal learning o Formal learning based on IT and tailor-made training Innovating from within

15. What are we doing… Comunidades@ina – a virtual community for discussion and practice sharing Specific audio conferences Workshops for best practice sharing (learning with each other) Sharing digital resources on u-tube Sensitizing PA about informal learning PA observatory and PA repository http://www.ina.pt Innovating from within

16. Thank you for your attention! mafalda.santos@ina.pt Innovating from within