The Service Innovation Deep Dive: Capturing and leveraging learnings from service innovation during COVID-19 is a project within the Centre for Social Impact’s (CSI’s) Building Back Better research program. The project was undertaken by a research team from all three CSI centres: Swinburne University of Technology, University of New South Wales, and The University Western Australia.

Acknowledging the significant impact of COVID-19 on community services, we sought to understand the ways in which organisations in the aged care, disability, and emergency relief sectors had innovated during COVID-19, the learnings, practices and activities that they wanted to carry on beyond the pandemic period, and the factors required in order to do so. To explore these questions, we interviewed representatives from 36 organisations in Western Australia, Victoria and New South Wales from late 2020 to early 2021.