NGO engagement in the creation of public service innovations: A configurational, explorative approach

IMPACT: This article offers critical insights for practitioners interested in the evolving landscape of public service innovation. It highlights the significant role that non-governmental organizations (NGOs) play as co-creation partners in government innovation projects, with nearly half of surveyed NGOs participating in such initiatives. Importantly, the study shows that NGOs with experience in service innovation are more likely to collaborate with government, emphasizing the value of past innovation experience in fostering successful partnerships. The authors explain the motivations behind NGO engagement, revealing that improving user experience, gaining insights, and strengthening relationships with government are key drivers. The findings suggest that co-creation is not just about service improvement but also about capacity building for NGOs through knowledge transfer and learning opportunities. Practitioners will benefit from understanding these dynamics, which reinforce the principles of New Public Governance (NPG) by highlighting the importance of collaboration and network-based innovation.