Abstract
The study adopted a case study methodology and used the service ecosystem lens to investigate how a public institution successfully supported interactions with its customers and partners to enable innovation and value co-creation. Data from secondary sources and two independent audit survey reports was examined. This analysis was complemented with in-depth interviews of employees at Dubai Corporation for Ambulance Services (DCAS), external experts and stakeholders. The findings demonstrated how DCAS created a conducive innovation ecosystem whereby, supported by technology and organizational factors, a wide array of actors worked collaboratively and synergistically to successfully co-create value with patients. The case study provides useful insights to public sector managers in implementation of an innovation ecosystem to help citizens and patients benefit from service excellence.