Kuno Schedler & Ali A. Guenduez 
The Service Model Navigator [PDF ebook] 
A guide to service innovation in government

1 What are service models, and what do they bring to the public sector? 8
2 Typology of service models in the public sector 25
The state as activator 31
A1 Contracting out 32
A2 Crowdsourcing 36
A3 Developer platform 40
A4 Fractional ownership 44
A5 Service platform 48
A6 Orchestration 52
A7 Self­service 56
The state as service provider 61
B1 Add­on 62
B2 Barter 66
B3 Digitalization 70
B4 Experience selling 74
B5 Quality variants 78
B6 Lock­in 82
B7 Mass personalization 86
B8 Object self­service 90
B9 Open source 94
B10 Outsourcing 98
B11 Rent instead of buy 102
B12 Service provider 106
B13 Sensor as a service 110
B14 Shop in shop 114
B15 One­stop shop 118
B16 Guaranteed availability 122
The state as funder 127
C1 Guarantee 128
C2 Impact funding 132
C3 Seed money 136
C4 Development loan 140
C5 Subsidy 144
C6 Voucher 148
C7 Foregone revenue 152
The state as guardian of public goods 157
D1 Concession 158
D2 License 162
D3 Permit 166
D4 Register 170
D5 Regulation 174
D6 Sanction 178
The state as revenue shaper 183
E1 Auction 184
E2 Crowdfunding 188
E3 Flat rate 192
E4 Leverage customer data 196
E5 Revenue sharing 200
E6 Sell your network 204
E7 Tax­financed service 208
E8 Trash to cash 212
E9 User pays 216
3 Designing innovative service models 220
4 Combining service models into more complex arrangements 230
5 What comes after design? Implementation! 238
Endnotes 242
Literature 243
Figures 255
Tables 255
Impressum 256

Prof. Dr. Ali A. Guenduez leitet das Smart Government Lab am IMP der Universität St. Gallen (HSG). Er forscht und lehrt zu Fragen der Digitalisierung der öffentlichen Verwaltung. Innovative Service Modelle sieht er als Chance, die Möglichkeiten der smarten Technologien für die Verwaltung noch besser auszuschöpfen.