Process Innovation in Local Governments: an empirical study of its continuous improvement efforts

ABSTRACT This article seeks to explore and understand how the process innovation (PI) is being applied in Spanish local administrations over the years. Therefore, we have conducted a qualitative study using a case study research method in four Spanish municipalities, using the following strategies for data gathering: direct observation, participatory observation, document analysis, and semi-structured in-depth interviews. Theories or schools of thought on which the study is based include Public Management and Operations Management in the field of Process Innovation. The findings indicate that the implementation of the PI in local governments is conducted through a series of evolving stages and improvement activities. The impact in the different processes and public services has been beneficial in terms of internal performance and satisfaction to the citizen. Therefore, when such public institutions have had the will and the commitment of politicians and senior technicians to innovate their work processes, such effort has been steadily practiced over the years. It is one of the first studies to explore the application of Process Innovation in public management of local governments.