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User involvement and co-production are imperative to the design, delivery and evaluation of service provision. This chapter provides a brief introduction to these concepts as they relate to mental health, addiction and dual diagnosis. This occurs through an exploration of models of user involvement, particularly, Arnstein’s ladder of participation and MHERs engagement continuum. This is followed by exploring the benefits of user involvement at both a micro and macro level. Co-production – as the highest form of participation is also introduced followed by how these concepts are noted within policy. These concepts are imperative to the creation of a recovery-orientated service that meets the needs of the whole person and their supporters.

Peer work would previously have been associated with having a lived experience of mental health conditions and working with people in a relatable way to model that context. However, peer support work has since embraced a wider composition from the generic context, seeing that ethnic minorities face many health, social and psychological challenges, especially those deemed Refugees/Asylum Seekers (International Protection Applicants) on their journey to resettlement in host countries. The Health Service Executive's Social Inclusion office plays a crucial role in responding to the health needs of service users from underserved communities. The health and care needs of people from diverse ethnic, cultural and religious communities fall within the remit of the Health Service Executive Social Inclusion office nationally. The context for peer work in ethnic minority communities is that it is a pilot programme evaluated and endorsed as a national programme by the National Intercultural Health Group. It is evidence-based and aligned with national strategy/policy, with training options available to peer support workers. In the Southeast region of Ireland, communities vulnerable to health inequality targeted by the Social Inclusion team would range from Roma to Refugees and International Protection Applicants – formally known as Asylum Seekers. This chapter will focus on these ethnic populations and how peer support work is delivered in these contexts.

Service robots present a new frontier in the provision of services, with far-reaching implications for customers and managers alike. The purpose of this chapter is to examine how service robots impact service providers' current marketing strategies. For this, the authors perform an integrative, nonsystematic review of international gray and academic literature to understand how both practitioners and academics perceive the impacts of the technology. Based on this analysis, the present work identifies three key themes that emerge from the current state of practitioner and academic research, namely (1) service robots demand new core business capabilities and competencies, (2) service robots offer new value propositions, and (3) service robots impact not only service providers' cost structures but also revenue streams. These insights are combined into the Service Robot Innovation Canvas, a visual tool for service providers to identify the impact of service robot implementations on a company's marketing strategy. In addition, based on the analyzed literature, the most pressing questions for researchers are laid out in a research agenda.

Connected and autonomous mobility may be an imminent game-changing reality, still in its embryonic form, that is set to disrupt a century-long ‘driver-centric’ status quo and recalibrate transport in unprecedented and possibly entirely unexpected ways. Autonomous vehicles (AVs) may have among others, a major impact on sustainability which in an era where concerns about the urgency and magnitude of climate change threats are voiced more and louder than ever before, needs to be a positive one for helping societies to enjoy liveable futures. This might not be an easy task to accomplish, however. This chapter, using a thematically organised narrative review approach, tries to give a well-rounded answer on whether driverless technology can yield sustainability benefits (or not) by looking at all three spheres of sustainability referring to environmental, economic and social implications. Agendas like motor traffic, air pollution, energy consumption, employment dynamics, inclusion, cybersecurity and privacy are all explored, and a conclusion is derived highlighting the need to package automation with connectivity, alternative fuelling and multimodality and building it around public transport (and to a lesser extent sharing service) provision. The road to make driverless transport genuinely sustainable is ‘bumpy’ and ‘uphill’ and requires the development of an appetite not for technology excellence per se, but rather for travel behaviour change. Achieving this needs serious strategic and coordinated multi-stakeholder efforts in terms of pro-active policy reform, user (and transport provider) education and training initiatives, infrastructure investment, business plan development, and living lab experimentation.

The objective of this chapter is to identify the key characteristics of Global Services businesses that will thrive and achieve success in the future. These factors are integrated into three main pillars, which we refer to as the Triple-Win. The first and most obvious pillar is technology as a tool. The second pillar is the design and sustainability of the business model, without which the previous factor would be merely a cost and not an investment. And last but not the least, there is the purpose which gives meaning to the proposal, focusing on the human being and their environment. The DIDPAGA business model sits at the intersection of these three elements.

The expansion of connectivity on a national scale in Brazil, whether through mobile Internet or fixed broadband, is described as one of the factors that can lead to social and economic benefits for large parts of the population who do not have a network connection. It can also help to reduce poverty by improving the infrastructure of services and increasing Internet use for education purposes. It also provides people with the ability to communicate with online administrative services – local, regional, and national. In Brazil, the main difficulty facing an effective universalization of telecommunications has been limitations in accessing services. This chapter demonstrates the relevance of small Internet providers for the expansion of fixed broadband in less commercially attractive regions (in terms of subscribers, income, and distance) who have been growing over recent years and are now present in 70% of Brazilian municipalities and whose role is paramount to reducing the digital divide.