InnoServ

Objective

The goal of the project is to understand and support the service innovation strategies of private, public, and nonprofit organizations providing health services to vulnerable individuals.
InnovServ therefore aims to assess the current state of services for vulnerable individuals, propose care scenarios for vulnerable individuals to the providers of these services, and support them in their strategic planning through a service innovation approach based on both “human” and technological dimensions (simple, robust, high-performing, and low-cost technologies, referred to as “low-tech” throughout this document).
Consequently, the aim is to shed light on the challenges of innovation and service quality for vulnerable individuals, the underlying business models, and the expected benefits for patients (even if they are not the immediate recipients of the project’s anticipated results).

It will therefore be important to examine the role of technology in existing services and its impact on service quality (e.g., “attention”) before exploring the role of technology in the new services to be offered to stakeholders. The goal, therefore, is not to reflect on the concept of innovation but to understand the necessary service innovation and the balance between the human and technological resources that need to be mobilized.

The issue of the business models underpinning these stakeholders’ rationales and their positioning within the healthcare ecosystem will be fundamental to informing this discussion (the idea of focusing on rational, low-cost organizational models).
In the French healthcare system, where the division of roles among public, private, and nonprofit stakeholders is undergoing a major reorganization, the goal is to clarify the evolution of the ecosystem of stakeholders providing services to vulnerable individuals while producing operational results for these stakeholders that are compatible with high-quality service for end users: helping more vulnerable individuals (patients, older adults, people with disabilities, pregnant women, etc.) remain independent in their homes for longer.

Partners

CG38 Isère General Council
CHU Grenoble University Hospital
ESP 38 VIVIAL - ESP 38
G-SCOP Laboratory for Design, Optimization, and Production Sciences
H2AD H2AD
INNOVACS Innovation, Knowledge, and Society
LCIS Laboratory for Systems Design and Integration
PACTE Public Policy, Political Action, Territories

Funding Source: ANR

Start date: 2012
End date: 2015