Remodelling public sector services through Innovative work behaviour : the role of new public management and public sector awards

Abstract

This study investigates the dynamics of innovation within public sector organisations, focusing on how structured management practices and employee empowerment can enhance performance. Grounded in the New Public Management (NPM) framework and recognizing the role of Public Sector Awards in promoting innovative practices, the research highlights the urgency for innovative solutions in response to evolving societal needs, especially as public entities strive to meet the United Nations Sustainable Development Goals (SDGs) by 2030. Utilizing qualitative interviews with public sector award recipients for innovative projects, the study reveals critical factors that facilitate Innovative Work Behaviour (IWB) while identifying significant barriers to its implementation. Key findings emphasize the importance of stakeholder collaboration, supportive leadership, and aligning performance measurement with citizen feedback. The study employs the business model canvas as a recommendation model to transform public sector service delivery, integrating NPM strategies to create a more private-sector-like efficiency and responsiveness. However, a notable limitation of this research is its lack of direct assessment of citizen satisfaction as an indicator of public sector effectiveness. Future research should explore this relationship more thoroughly, investigating how innovations translate into tangible improvements in citizen experiences. This research not only contributes to the understanding of innovation in public administration but also offers practical insights for enhancing service delivery, equipping public organisations to navigate complex challenges in a rapidly changing environment.