Why innovation in public service delivery is crucial

The provision of public services and innovation have long been acknowledged by UN Member States as essential building blocks of growth.

The international community has emphasised the importance of public service delivery in the 2030 Agenda for Sustainable Development.

Thirteen of the seventeen Sustainable Development Goals feature content linked to public service delivery. In Kenya, the Public Service Commission was formed under Article 233 of the Constitution to guarantee that public services are efficient and effective, in conformity with Articles 10 and 232 of the Constitution.

In light of this, continuous improvement and innovation are crucial for service delivery.
To transform Kenya, innovation and governance shifts are required. The government must reinvent institutions, methods, and procedures to be sustainable.

Public service delivery must ensure no one is left behind by addressing poverty eradication, monitoring SDG implementation, and mobilising finances to promote prosperity. It is critical for public service to innovate, we often associate innovation with the private sector, but when it comes to productivity and competitiveness, public sector innovation is crucial too.

The process of innovation is bottom-up. It should start by becoming empathic with the citizens’ suffering. Hence, the mix of top-down scaling up through policy making and bottom-up prototyping of a solution.
Innovation drives the tech industry, but does it help the government work? When you think of big government, do you think of big ideas? The government often gets a bad rap in terms of technology and innovation. But that just isn’t accurate or even very fair.

The government should not relent but have a continuous process of innovation. Worldwide, Kenya ranks 88 as the most innovative country. This is according to the World Intellectual Property Organisation, which ranks countries across the globe based on their innovation capabilities. Fresh, creative approaches can include citizens in service delivery.

The government must bring talent from related sectors. Enlist the top private sector data handlers, designers, AI engineers, and so forth to resolve issues facing the public. Baltic country of Estonia is one of the fastest innovators in Europe. The country which has a population of about 1.3 million people is home to an advanced public service delivery system and one of the most advanced digital societies in the world. From e-residency to online voting to national ID cards.

Each citizen has a digital ID. That’s based on a one single number. It’s a public number. - The system operates on a blockchain, meaning that records of each transaction are decentralised and can be securely, transparently verified and personal information stays private. Once a piece of information is entered, you never need to enter it again!

Kenya can borrow a leaf from Estonia. Accelerating innovation requires both political leadership and private sector leadership. Government R&D budgets are limited, and yet they are absolutely critical to drive innovation forward. Our government should consider investing in research within or work closely with the private sector.

The government may have a successful influence by innovating to provide value to its residents. With the Housing levy, Kenya can borrow from Shenzhen, China, to establish a special economic zone. Shenzhen was a fishing community of 30,000 inhabitants in 1980.

It was one of China’s first special economic zones.
The government can adopt a bolder position as “investors of first resort” by proactive investing in significant inventions, fostering a patient, long-term strategic approach to finance.

This collaboration with businesses and civil society will create innovative initiatives addressing contemporary concerns.
— The writer is an Innovations Evangelist and a PhD Candidate. Email: machariamuhoho@gmail.