User voice and complaints as drivers of innovation in public services
本文构建了一个概念框架，说明用户声音和投诉如何推动公共服务创新，并通过六个实际案例分析了成功的关键因素。
User voice and complaints can serve as important inputs to innovation in public services. User knowledge can be harnessed to provide insights and ideas that prompt more effective service responses and add value to service delivery. However, the mechanisms for harnessing user voice and complaints are often not fully understood, and their potential is often underdeveloped. This paper elaborates a conceptual framework which maps the processes by which user voice and complaints might prompt effective public service innovation. Six practical real-world examples are then presented and analysed to illuminate discussion of some critical success factors for consumer-knowledge-enabled innovation.