Co-Creating Value from IT in a Contracted Public Sector Service Environment: Perspectives on COBIT and Val IT

2012 ◽  
Vol 27 (1) ◽  
pp. 283-306 ◽  
Author(s):  
Carla Wilkin ◽  
John Campbell ◽  
Stephen Moore ◽  
Wim Van Grembergen
Keyword(s):  
Customer Service ◽  
Large Scale ◽  
Service Providers ◽  
Marketing Research ◽  
Public Firms ◽  
Private And Public ◽  
Service Oriented ◽  
Public Sector Service ◽  
Sector Service

ABSTRACT Research that examines Information Technology (IT) value has called for studies to explore the co-creation of value, including in multi-firm environments. This study draws upon the practice of IT governance in a successful large-scale IT deployment, wherein private and public firms were involved as customer service providers with the principal, a large government department. Drawing on customer-centric co-creation concepts from marketing research, through comparative analysis and related application to our case study, we detail the merit of a service-oriented approach to co-creating value from IT and the assistance COBIT and Val IT can provide. Importantly, we identified determinates of co-created value in a multi-firm environment, although our analysis reveals some need to evolve COBIT and Val IT to improve guidance regarding the mechanisms required to achieve this in such environments.

PUBLIC SECTOR SERVICE INNOVATION COMPARISON

2020 ◽  
Vol 4 (2) ◽  
pp. 826-844
Author(s):  
Ellyza Octaleny
Keyword(s):  
Public Sector ◽  
Service Providers ◽  
Employee Performance ◽  
Work Load ◽  
Employee Welfare ◽  
Low Education ◽  
And Function ◽  
Public Sector Service ◽  
Sector Service

Abstrak Inovasi merupakan suatu hal penting yang harus dimiliki oleh sebuah organisasi pemberi layanan sektor publik. Instansi pemerintah sebagai pemberi layanan dituntut memiliki inovasi untuk meningkatkan kualitas pelayanan kepada masyarakat. Penelitian ini bertujuan untuk membandingkan inovasi pelayanan sektor publik di RSUD Prof. Margono dan Lembaga Permasyarakatan Nusakambangan Cilacap. Metode penelitian yang digunakan adalah metode deskriptif kualitatif. Teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Temuan dalam penelitian ini adalah: 1). Kurangnya personil pegawai yang sesuai dengan tugas dan fungsinya; 2). Kuangnya kesejahteraan pegawai sehingga kinerja pegawai rendah dan tidak berkualitas; 3). Pegawai berpendidikan rendah sehingga tidak sesuai dengan beban tugas dan fungsinya. Rekomendasi untuk kedua Lembaga sector public tersebut dalam penelitian ini adalah: 1). Penambahan personel pegawai sesuai dengan tugas dan fungsinya sehingga cakupan kewenangannya luas; 2) Lebih memperhatikan kesejahteraan pegawai sehingga pegawai termotivasi untuk bekerja dengan baik dan berkualitas; 3) Memberikan Kemudahan kepada pegawai yang ingin melanjutkan pendidikannya kejenjang yang lebih tinggi sehingga kualitas Pendidikan personel lebih seimbang dengan beban kerja. Kata Kunci: Inovasi, Pelayanan, SektorPublik   Abstract Innovation is an important thing that must be owned by an organization that provides public sector services. Government agencies as service providers are required to have innovations to improve the quality of services to the community. This study aims to compare public sector service innovations in hospitals. Prof. Margono and the Nusa kambangan Penitentiary. The research method used is descriptive qualitative method. Data collection techniques through interviews, observation, and documentation. The findings in this study are: 1). Lack of employee personnel in accordance with their duties and functions; 2). The lack of employee welfare so that employee performance is low and not qualified; 3). Employees have low education so that it is not suitable with their work load and function. The recommendations for the two public sector institutions in this study are: 1). The addition of employee personnel in accordance with their duties and functions so that the scope of their authority is broad; 2) Pay more attention to employee welfare so that employees are motivated to work well and quality; 3) Providing convenience to employees who want to continue their education to a higher level so that the quality of personnel education is more balanced with the workload. Keywords: Innovation, Service, Public Sector  

Employing proactive interaction for service failure prevention to improve customer service experiences

2017 ◽  
Vol 27 (1) ◽  
pp. 164-186 ◽  
Author(s):  
Hyunju Shin ◽  
Alexander E. Ellinger ◽  
David L. Mothersbaugh ◽  
Kristy E. Reynolds
Keyword(s):  
Customer Service ◽  
Service Provision ◽  
Service Providers ◽  
Service Failure ◽  
Marketing Research ◽  
Theory And Practice ◽  
Future Research ◽  
Content Type ◽  
Failure Prevention ◽  
Patronage Behavior

Purpose Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess the efficacy of implementing proactive interaction in service provision contexts, the purpose of this paper is to compare the influences of proactive interaction to prevent service failure and reactive interaction to correct service failure on customer emotion and patronage behavior. Since proactive interaction for service failure prevention is a relatively underexplored and resource-intensive approach, the authors also assess the moderating influences of customer and firm-related characteristics. Design/methodology/approach The study hypotheses are tested with survey data from two scenario-based experiments conducted in a retail setting. Findings The findings reveal that customers prefer service providers that take the initiative to get to them before they have to initiate contact for themselves. The findings also identify the moderating influences of relationship quality, situational involvement, and contact person status and motive. Originality/value The research contributes to the development of service provision theory and practice by expanding on previous studies which report that proactive efforts to prepare customers for the adverse effects of service failure are favorably received. The results also shed light on moderating factors that may further inform the exploitation of resource-intensive proactive interaction for service failure prevention. An agenda is proposed to stimulate future research on proactive customer interaction to prevent service failure in service provision contexts.

Entangled Systems at the Energy-Water-Food Nexus

2017 ◽  
pp. 144-165
Author(s):  
Joseph Nyangon ◽  
Nabeel Alabbas ◽  
Lawrence Agbemabiese
Keyword(s):  
Large Scale ◽  
Food Resource ◽  
Institutional Processes ◽  
Trade Offs ◽  
Institutional Structures ◽  
Private And Public ◽  
Energy Economy ◽  
Political Economic ◽  
Resource Systems

This chapter assesses energy, water, and food resource systems based on their inter- and intra-sectoral imperatives of large scale development investments at the institutional level (including private and public activities) and how to achieve security of resource supplies. It identifies key interrelated processes, practices, and factors that underpin integrated resource management (IRM) and their attendant benefits. Applying the E4 framework concerned with energy, economy, environment, and equity to identify the main threats to these systems, the chapter evaluates their institutional, political, economic, cultural and behavioral components, and characterizes the forces that drive each of them at different governance scales. The chapter is guided by political economy, economic, and sociological theories that suggest that institutional structures affect economic factors and processes (i.e. production, distribution, and consumption processes). A case study of energy, water, and food (EWF) conflicting sectoral imperatives in Delaware is discussed in detail to better understand how these policy and institutional processes occur, which forms they take, and in which ways they define the quality and quantity of EWF resource systems in the State. In order to verify these parameters, the analysis considered the advantages of a sectorally balanced, E4 framework, in particular to evaluate the valency and magnitude of cross-sectoral connections, balance competing needs, and identify policy options that address various trade-offs.

Knowledge-Driven Customer Support Services

2011 ◽  
pp. 23-38
Author(s):  
Itzhak Aviv ◽  
Meira Levy ◽  
Irit Hadar
Keyword(s):  
Knowledge Management ◽  
Customer Service ◽  
Support Services ◽  
Service Providers ◽  
Relationship Management ◽  
Customer Support ◽  
The Relationship ◽  
A Company ◽  
Software Organization

A Customers Relationship Management (CRM) program aspires to manage the relationship between a company and its customers as a key to success, in view of the fact that good relationships with customers lead to higher customers’ satisfaction. Despite the importance of CRM programs, their failure rates are high, partly because CRM service providers cannot resolve customers’ claims on time, which often occur due to the difficulty to find valuable knowledge and reproduce solutions. Therefore, integrating Knowledge Management (KM) activities, and in particular social Web 2.0 applications, within a CRM solution suit may enable to significantly enhance the efficiency of the organizational CRM program and build a knowledge-driven customer support services solution. The proposed CRM solution is based on a research case study conducted within customer service department of a large software organization.

Implementation of an on-line artificial intelligence district meter area flow meter data analysis system for abnormality detection: a case study

2010 ◽  
Vol 10 (3) ◽  
pp. 437-444 ◽  
Author(s):  
S. R. Mounce ◽  
J. B. Boxall
Keyword(s):  
Artificial Intelligence ◽  
Customer Service ◽  
Service Providers ◽  
Software Tool ◽  
Time Data ◽  
Water Service ◽  
Intelligence System ◽  
Flow Monitoring ◽  
Data Analysis System

Faster detection of bursts saves water, minimises the inconvenience of interruption to customers and decreases the damaging consequences to infrastructure. Flow monitoring techniques are used by water service providers to monitor leakage, generally through offline application of mass balance type calculations and manual observations of change in night line values. This paper presents the combination of real-time data collection (using cello loggers with General Packet Radio Service communications) and a self-learning, online Artificial Intelligence system for detection of bursts at the District Meter Area level. The system components consist of communications software, a data warehouse and a MATLAB application. The online system continuously analysed a set of 146 DMAs in a case study area every hour generating automated alerts in response to abnormal flow. Specific examples are given, including a validation field test, and overall results are presented for a one year period. 36% of alerts were found to correspond to bursts confirmed by repair data or customer burst reports with only 18% ghosts. The results indicate that the software tool has the potential to reduce lost water and improve customer service hence enhancing water service provider's reputations.

scholarly journals Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre

2019 ◽  
Vol 11 (2(J)) ◽  
pp. 79-91
Author(s):  
Devina Oodith
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Simple Random Sampling ◽  
Customer Experience ◽  
Ease Of Use ◽  
Call Centre ◽  
Call Centres ◽  
Self Help ◽  
Public Sector Service ◽  
Sector Service

Customer call centres have become a critical form of service delivery for many organisations hence technological innovations serve as a critical point of contact between the organisation and its customers and can assist in raising the stakes in businesses in terms of customer service delivery (Burgess & Connell, 2004). According to the 2017 Global Customer Experience Benchmarking Report technology has been the number one enabler to positively enhance customer service experience in the last 5 years (Business Tech, 2017). Customers have become so empowered that they expect to have flexibility to contact a business however they choose; either via a telephone, email or Facebook. The key to ensuring satisfaction though is system’s efficiency and ease of use. This study was undertaken in EThekwini (Durban), South Africa and was directed within a Public Sector service environment comprising of four major call centres employing a total of 240 call centre agents. Using simple random sampling, 220 customers were drawn from all consumers subscribing to e-billing in EThekwini (Durban). Data for the customer sample was collected using a precoded, self-developed questionnaire whose psychometric properties were statistically determined. Data was analyzed using descriptive and inferential statistics. The results specify that in terms of customers’ perceptions of the influence of technology, on call centre effectiveness the majority of the customers found it challenging to use the technology and to understand the self-help options that were provided to them by the call centre. There were problems encountered with logging in customer queries and complaints and most customers were dissatisfied with their overall customer experience. Based on the results of the study recommendations have been made to manage the interactions between the customers and call centre’s more proficiently and powerfully.

Multiple accountability relationships and improved service delivery performance in Hyderabad City, Southern India

2006 ◽  
Vol 72 (4) ◽  
pp. 531-546 ◽  
Author(s):  
Jonathan Caseley
Keyword(s):  
Service Delivery ◽  
Andhra Pradesh ◽  
Service Providers ◽  
Southern India ◽  
Performance Information ◽  
Senior Managers ◽  
Frontline Workers ◽  
Delivery Performance ◽  
Public Sector Service ◽  
Sector Service

This article examines a series of service delivery reforms that were undertaken at the Hyderabad Metropolitan Water Supply and Sewerage Board in Andhra Pradesh State, southern India. Key to sustained improvements in service delivery performance were three effective accountability relationships, triangulating between citizens, senior managers, and frontline workers. In this dynamic, consistent citizen demand for accountability provided new sources of performance information to senior managers, which they could then use to hold frontline workers to account for responsive service provision. Transparent and accessible citizen-based accountability mechanisms have the potential to contribute to organizational change and sustained improvements in service delivery performance in public sector service providers.

scholarly journals A Performance Perspective Analysis: A Detailed Vision on Denial of Service and Distributed Denial of Service on Cloud Computing

2019 ◽  
Vol 8 (3) ◽  
pp. 3132-3143
Keyword(s):  
Cloud Computing ◽  
Customer Service ◽  
Service Providers ◽  
Denial Of Service ◽  
Cloud Service ◽  
Primary Objective ◽  
Cloud Computing Service ◽  
Service Oriented ◽  
Secured Data ◽  
Perspective Analysis

In recent days cloud computing and cloud-based service, provisions play a vital and significant role in Internet-based information computing. It interrelates various applications like sales, purchase, banking, customer service, etc. and it behaves entirely as a service-oriented platform or environment. The primary objective of the cloud computing is sharing the resources within increased efficiency regarding time and cost for all kind of customers who needs a cloud service badly and immediately. Though the energy is high, it cannot assure that the cloud computing, service providing, and customer maintenance are highly secured. Service providers in the cloud are not strictly public; it may be private, community and hybrid. Malicious activities can be created or occurred in the middle of the communication and it is difficult to predict a particular person in the middle becomes a malicious user, from where and how. Secured data transmission and discussion in cloud computing considered as the main problem, and various earlier research works focused on tightening the security. The primary objective of this paper is to discuss different security mechanisms applied to multiple malicious threats in the cloud to understand the various issues and challenges faced in earlier research works. It provides a summary of the risks, appropriate method and the limitations and it helps to understand the primary and main problems related to security.

Entangled Systems at the Energy-Water-Food Nexus

2017 ◽  
pp. 1-22 ◽  
Author(s):  
Joseph Nyangon ◽  
Nabeel Alabbas ◽  
Lawrence Agbemabiese
Keyword(s):  
Large Scale ◽  
Food Resource ◽  
Institutional Processes ◽  
Trade Offs ◽  
Institutional Structures ◽  
Private And Public ◽  
Energy Economy ◽  
Political Economic ◽  
Resource Systems

This chapter assesses energy, water, and food resource systems based on their inter- and intra-sectoral imperatives of large scale development investments at the institutional level (including private and public activities) and how to achieve security of resource supplies. It identifies key interrelated processes, practices, and factors that underpin integrated resource management (IRM) and their attendant benefits. Applying the E4 framework concerned with energy, economy, environment, and equity to identify the main threats to these systems, the chapter evaluates their institutional, political, economic, cultural and behavioral components, and characterizes the forces that drive each of them at different governance scales. The chapter is guided by political economy, economic, and sociological theories that suggest that institutional structures affect economic factors and processes (i.e. production, distribution, and consumption processes). A case study of energy, water, and food (EWF) conflicting sectoral imperatives in Delaware is discussed in detail to better understand how these policy and institutional processes occur, which forms they take, and in which ways they define the quality and quantity of EWF resource systems in the State. In order to verify these parameters, the analysis considered the advantages of a sectorally balanced, E4 framework, in particular to evaluate the valency and magnitude of cross-sectoral connections, balance competing needs, and identify policy options that address various trade-offs.

Sign in / Sign up

Export Citation Format

Share Document