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 (SUT), University of New South Wales (UNSW), and The University of Western Australia (UWA).

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 innovated1 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.