The document discusses the concept of developing a National Service Cluster in Ireland to promote innovation in services. It notes Ireland's reliance on the services sector and interest in differentiating services. It proposes benchmarking international best practices to provide tools, expertise and programs on services innovation. Key focuses would be customer experience, service design, education and linking players in the services ecosystem. Benefits include establishing best practices, identifying new opportunities, and promoting Ireland as a services economy. Next steps include identifying stakeholders and seeking industry input.

1. National Service Cluster
Concept Discussion - Jan 2011

2. Background
The Irish economy is heavily reliant on the services
sector, as are most developed economies
With increased pressure on manufacturing from
lower cost economies there is a growing interest in
the value & differentiation that services can add to
a business
Other countries have recognised this & developed
competency centres & hubs to promote services
innovation & education e.g AMSI, Nekoé, Exser
There is stated intent to develop a competency
centre in Ireland
Forfás 2007

3. Services Innovation Cluster
Growing
Developing
specialised
innovative
skills in
services
service
Developing Sustainable
service development
innovation through
ecosystem services
Based on International best practice

4. Services Innovation Cluster
Working with organisations to identify Benchmarking best practice
opportunities for designing and developing
new service offerings Developing and delivering
programmes on all aspects of
Service Providers adding new services or services innovation
innovating existing services
Product
Manufacturers Providing tools &
adding services to Growing methodologies
existing products Developing
specialised Providing expertise
Innovation in innovative & guidance on
services skills in building in-house
services
&
Innovation through
service expertise
services
Creating a home
for Developing Sustainable Promoting a
service innovation service development service based and
customer centric
Linking all players innovation through approach to
in the service business
ecosystem ecosystem services
Developing a support network for
Promoting “use” over “ownership” for
organisations trying to innovate in
a sustainable future
services
Identifying sustainable future
Providing a national and international
business
focal point for service design &
opportunities
innovation

5. Services Innovation Cluster
Working with organisations to identify Benchmarking best practice
opportunities for designing and developing
new service offerings Developing and delivering
programmes on all aspects of
Service Providers adding new services or services innovation
innovating existing services
Product
Business Manufacturers Providing tools & Academia
adding services to Growing methodologies
existing products Developing
specialised Providing expertise
Innovation in innovative & guidance on
services skills in building in-house
services
&
Innovation through
service expertise
services
Creating a home
for Developing Sustainable Promoting a
service innovation service development service based and
customer centric
Linking all players innovation through approach to
in the service business
ecosystem ecosystem services
Agencies Community
Developing a support network for
Promoting “use” over “ownership” for
organisations trying to innovate in
a sustainable future
services
Identifying sustainable future
Providing a national and international
business
focal point for service design &
opportunities
innovation

6. Common Themes
1. Customer Experience - Deepen knowledge about creating, measuring and improving a
unique customer experience (service design).
2. Servitizing - Identification of all relevant aspects in the transition of a product to a
(more) service oriented organization.
3. Service Innovation Management - Optimal design of the management of innovation in
services.
4. Social innovations - Solving these issues is essential innovation, and increasing social
problems can only be solved by means of a value network approach in a consortium of
public and private parties.
5. Innovation - Attention to innovation, grants, (private) funding, legislation, knowledge
transfer, technical infrastructure, clustering, culture and business climate.
6. Education - What educational programs are in service innovation? What is missing?
Direction, design and co-design of various educational programs.

7. Benefits
Establishing best practice for Irish service companies
across all industry segments
Identifying new service opportunities for Irish
companies to grow employment and exports
Promoting Ireland as a world class service economy &
encouraging global corporations to locate here &
collaborate on service innovation
Offering training and development programs for
companies to develop their skills and expand their
reach internationally
Focal point for service innovation

8. Next Steps
“Pre-Discover Phase”
Identify the key users and stakeholders from
the 4 axis (Business; Agencies; Academia; Community)
Investigate the policy and strategy landscape
to understand current plans
Seek industry input and interest level (Ideagen ; FUSE)
Begin to identify project team