The study adopted a case study methodology and used the service ecosystem lens to investigate how a public institution successfully supported interactions with its customers and partners to enable innovation and value co-creation. Data from secondary sources and two independent audit survey reports was examined. This analysis was complemented with in-depth interviews of employees at Dubai Corporation for Ambulance Services (DCAS), external experts and stakeholders. The findings demonstrated how DCAS created a conducive innovation ecosystem whereby, supported by technology and organizational factors, a wide array of actors worked collaboratively and synergistically to successfully co-create value with patients. The case study provides useful insights to public sector managers in implementation of an innovation ecosystem to help citizens and patients benefit from service excellence.
Sanjai K. Parahoo, Madhavi Ayyagari, Ahmed Abdul Hakim and Ardhendu Shekhar Singh