Implementación del Diseño de Servicios para mitigar el efecto de las barreras a la innovación de la administración pública

Abstract

Current companies have begun to set aside the industrial principles used in recent decades in order to move into a model where the engine are services. In this new situation, there is a need to introduce new methods that allow us to innovate and satisfy the real needs of users. Given the bureaucratic nature of public administrations, barriers arise that hinder the introduction of innovation. According to literature, there are various lines of work and actions that aim to embed new innovation approaches in this type of organization. In this context, the “Cátedra de Diseño de Servicios para la Ciudadanía del Ayuntamiento de Zaragoza” is created to serve as a catalyst for the execution of actions that mitigate the existing barriers in the introduction of said approach, through the use of tools and fundamentals of Services Design. This publication presents the various actions it employs to address the analyzed barriers.