Digital Public Service Innovation: Framework Proposal

This paper proposes the Digital Public Service Innovation Framework that extends the "standard" provision of digital public services according to the emerging, enhanced, transactional and connected stages underpinning the United Nations Global eGovernment Survey, with seven example "innovations" in digital public service delivery - transparent, participatory, anticipatory, personalized, co-created, context-aware and context-smart. Unlike the " standard" provisions, innovations in digital public service delivery are open-ended - new forms may continuously emerge in response to new policy demands and technological progress, and are non-linear - one innovation may or may not depend on others. The framework builds on the foundations of public sector innovation and Digital Government Evolution model. In line with the latter, the paper equips each innovation with sharp logical characterization, body of research literature and real-life cases from around the world to simultaneously serve the illustration and validation goals. The paper also identifies some policy implications of the framework, covering a broad range of issues from infrastructure, capacity, eco-system and partnerships, to inclusion, value, channels, security, privacy and authentication.