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ABSTRACT: 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.
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