Service Innovation Deep Dive

Acknowledging the significant impact of COVID-19 on community services, a team of Centre for Social Impact researchers from UWA, Swinburne and UNSW sought to understand the ways in which organisations in the aged care, disability, and emergency relief sectors innovated during COVID-19, and the learnings, practices and activities they need to continue beyond the pandemic.

Representatives from more than 34 organisations in Western Australia, Victoria and New South Wales were interviewed from late 2020 to early 2021 for the five-part Service Innovation Deep Dive: Capturing and leveraging learnings from service innovation during COVID-19, and the research was driven by the core questions:

  1. What have services done differently during the COVID-19 crisis?
  2. What do they want to do differently in their post-pandemic service delivery?