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From “Plug” to “play” : Making established technology innovations work in caring services

Stokke, Randi
Doctoral thesis
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URI
http://hdl.handle.net/11250/2575152
Date
2018
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  • Ph.d.-avhandlinger i innovasjon i tjenesteyting i offentlig og privat sektor (INTOP) / PhD Dissertations in Innovation in Services in the Public and Private Sectors (INSEPP) [15]
Abstract
The overall aim of this article-based thesis is to develop the knowledge base of public

service innovations as a way of understanding established technology innovation in

municipal caring services. More precisely, the objective is to increase our understanding

of the complex reality of technology in use in caring practices by focusing on the

interactions between the technology and humans involved.

Policy documents describe a demand for increased technology innovations in community

care services to meet perceived challenges in the services caused by a “silver tsunami” and

to facilitate independent living. However, the integration of technologies has proven

to be difficult, and many projects never integrate into regular use after the pilot stage.

Research in the wake of these pilots seeking to identify drivers and barriers to technology

innovations in caring practices does not capture the technology innovations that

are actually integrated and used in regular caring practices, and what it takes to make

them work. To understand these public service innovations we need a knowledge base

incorporating the complex and diverse experiences with established technologies, and

an understanding of the interactions between people and the technology involved. This

thesis contributes towards a more comprehensive understanding of the “workings” of

technology innovations when exploring the social alarm, which is a widely established

and adopted technology innovation in caring practices.

Public service innovation is a developing field of exploring public services. More recent

public service innovation has mainly studied public innovations on an organisational

level. However, this thesis utilises the concept of co-production to explore the practice

of the social alarm in use on a micro level. The concept of co-production is further

developed by utilising aspects of science and technology studies as theoretical tools for

exploring public service innovations.

A systematic integrated review was conducted aiming to scope the research history of

the social alarm in use from a user perspective. Furthermore, a combination of participant

observations, 22 in-depth interviews and a study of documents related to the use

of the social alarm were conducted within the home care service in two municipalities

in Norway. Consequently, the thesis is based on descriptive and explorative qualitative

designs. The empirical data were analysed using a stepwise, deductive, inductive

method.

Through empirical analysis, the overall findings indicate the need to add theoretical

tools for understanding these innovations. By utilising the metaphor of script and

domestication from science and technology studies, this thesis contributes a theoretical

framework for exploring the co-production of expectations and experiences related to technology in use in caring practices. Thereby it further develops the understanding of

the field of public service innovation within caring practices.

This thesis demonstrates empirically how people involved with the social alarm utilise

the technology. The results describe complex and multiple caring practices with divergent

results related to its use. This promotes an increased understanding of how even

rather simple and well-established technologies are unpredictable and work differently

in different contexts when interacting with different people.

The focus is directed to efforts to make it work and to enable older people to live

independently and safely at home. The study also illustrates how technology innovations

change the dynamics between the people involved, rearranging caring practices, and

opening up for bricolages as an integrated part of established technology innovations.
Publisher
Høgskolen i Innlandet

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