Abstract
The very nature of the monopoly of public services in most emerging countries leads to the complex drivers and results in public service innovation, as well as a series of social ethnic problems, such as universal access and equity. The chapter presents the nature of public services, public services innovation, and the main drivers of public services innovations. By using the field survey research, the chapter explores the innovation process and effects of the ticketing system innovation of China Railways. This study makes an attempt to understand how common interests of the less affluent neglected consumers can be addressed during the public service innovation process. The chapter presents contributing experiences and learning for other emerging countries based on insights from the ticketing system innovation of China Railways.
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