This article analyses an alliance between a public utility company and a consortium of Associations upholding consumer rights. The project consists of developing means in order to help customers with very low income in a collection situation by suggesting payment arrangements that would take account of their financial situation. Inter-organizational collaboration is a way to increase the capacities of organizations and to apply leverage to existing resources so as to solve social problems more effectively by pooling together resources, skills and knowledge. We examine the making of this social innovation through the arrangements taking in three institutional dimensions: cognitive, normative and regulative. The case study shows that the legitimacy of the agreement was based on recombining the values of fairness and solidarity. The innovation process was rooted in the exchange of knowledge and access to resources based on the expertise of actors. The agreement moved beyond the experimental framework when it was diffused as a newly learned procedure which became an organizational routine.Alianza intersectorial e innovación social: ¿ Cuándo la empresa comercial se cruza con la sociedad civil ?El artículo examina la alianza entre una empresa de servicios públicos y un consorcio formado por asociaciones de defensa de los derechos de los consumidores. El proyecto consiste en desarrollar medios para ayudar a los clientes con menores rentas y dificultades de pago. Se trata de proponer modalidades de pago que tengan en cuenta su situación financiera. La colaboración interorganizativa es una forma de incrementar las capacidades de las organizaciones para una puesta en común de las competencias, * The authors thank the editor of the journal and anonymous reviewers for their helpful comments throughout the review process. We also appreciate the comments on an earlier draft from our colleagues and students of Centre de recherche sur les innovations sociales (CRISES).
RESUMETableau 5 : Taille de l'entreprise selon le nombre des employés.Tableau 6 : Innovations organisationnelles visées.Tableau 7 : Difficultés liées au changement organisationnel.Tableau 8 : Les composantes du modèle.Tableau 9 : Impact des innovations organisationnelles sur l'efficacité économique.Tableau 10 : Impact des innovations organisationnelles sur l'efficacité sociale.Tableau 11 : Test binomial. LISTES DES FIGURES
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