Public sector innovation for Europe: A multinational eight-country exploration of citizens’ perspectives

This study presents a three-year effort to study public sector innovation in Europe from the viewpoint of the citizen. It examines a model of public sector innovation across a multinational sample of eight countries and 626 participants. The paper develops a theory of antecedents to and consequences of innovation in public administration as perceived by knowledgeable citizens and end-users. Participants were senior and mid-level managers of third sector organizations that work closely with citizens both as individuals and groups, and with public sector agencies in various domains. Structural Equation Modeling technique was used to examine two theoretical and five alternative models. Major findings that transcend national borders were found to be: (1) responsiveness, together with leadership and vision are important antecedents of innovation in the public sector; (2) public sector innovation affects trust in and satisfaction with public administration; and (3) the effect of public sector innovation on trust and satisfaction is both direct and mediated by the image of public organizations. The paper ends with a discussion of the theoretical and practical implications for public administration theory, especially for public sector innovation in Europe, and with directions for future studies.