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Leading the inclusive cityPlace-based innovation for a bounded planet$
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Robin Hambleton

Print publication date: 2014

Print ISBN-13: 9781447304975

Published to Policy Press Scholarship Online: May 2015

DOI: 10.1332/policypress/9781447304975.001.0001

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Leading public service innovation

Leading public service innovation

(p.138) (p.139) Chapter 6 Leading public service innovation
Leading the inclusive city

Robin Hambleton

Policy Press

This chapter provides an overview of the changing nature of public service innovation and provides examples to illustrate break-through practice. An opening section provides an orientation and highlights the renegotiation of relationships between the citizen and the state. Four Innovation Stories illustrate radical examples of public service innovation. First, the Chicago 311 service is presented. This provides a highly responsive ‘one-stop’ service to citizens 24 hours a day. Second, the Family LIFE programme in Swindon, UK, a radical approach to working with families with multiple difficulties, is outlined. Third, the Social GP programme in Enschede, The Netherlands, provides another intriguing example of how to work with families and individuals to tackle problems of urban deprivation. And, fourth, the pro-poor settlement upgrading of Langrug, South Africa, reveals how asset based community development can make a significant difference to the local quality of life. The chapter then provides an extended discussion of what leading public service innovation involves. New concepts are outlined and the emotional challenges of improvisation in the moment are considered.

Keywords:   Chicago, Enschede, improvisation, innovation, Langrug South Africa, leadership, public service, Swindon

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