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Icebergs Drifting Apart? Customer Strategies Affecting Systems Development and Information Management
Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
Responsible organisation
2005 (English)In: Proceedings of the IADIS International Conference e-Society 2005, 2005, 619-624 p.Conference paper, (Refereed)
Abstract [en]

This paper focuses upon the how the information and IT strategies and processes have to integrate with the e-service processes. A model consisting of three parts: IT strategy, information resources strategy part and customer/e-services strategy is presented. It is stressed that in order to develop cost effective and efficient e-services this "trinity approach" is needed. The development of new information and communication technologies and of new organisational forms reinforces that information management, here exemplified with electronic records management, and must be an integrated part of the development of e-services in any organisation. The customer strategies point the organisation in a direction where there is a need for a tighter integration between IT and customer-close activities, putting focus on the processes. Further, the role of IT is to provide an infrastructure; a platform upon which services and processes can be based. Based on the concept of a platform and modules, systems development projects can be made smaller and manageable. The trinity relation, and the order of dependencies, can also be found in the Balanced Scorecard, adding the perspectives of processes, finance and measurement. The cause-effects of the Balanced Scorecard show that IT can take a proactive role supporting processes and customer relations and, in the end, show financial rewards.

Place, publisher, year, edition, pages
2005. 619-624 p.
Keyword [en]
Systems development, Information management
National Category
Computer Science
Identifiers
URN: urn:nbn:se:miun:diva-3727Local ID: 3904ISBN: 972-8939-03-5 (print)OAI: oai:DiVA.org:miun-3727DiVA: diva2:28759
Available from: 2008-09-30 Created: 2009-10-28Bibliographically approved
In thesis
1. Problems in public e-service development
Open this publication in new window or tab >>Problems in public e-service development
2006 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

This thesis focuses on the general problem of integration and co-operation between business and IT organisations, and on the specific problem of co-ordinating the development process across stovepiped departments that do not collaborate cross-functionally. The purpose is to increase knowledge and understanding about public organisations’ difficulties in meeting their customers’ and the organisation’s needs for electronic services. The thesis also presents a model showing the relationships between factors of importance for understanding public organisations’ difficulties in implementing cross-functional or inter-departmental electronic services. The research is based on case studies of public and private organisations, and results show that public organisations attempting e-government will face large problems if they are unable to solve their internal stovepipe problems. On the other hand, they cannot expect the stovepipe problems to be solved without increasing customer orientation. Many private organisations have increased their speed in e-services, customer orientation and organisational changes, and have faced economic pressure early, while the public organisations are impeded by the role of law, complex goal structures, lack of collaboration and culture. But at the same time the public organisations are following a similar path to that of the private, and areas have been found where there are little differences (e.g. development processes and purchaser-contractor relationships). Furthermore, the thesis has identified a large potential in the use of enterprise architecture for improving co-operation between business and IT organisations and in the purchaser-contractor relations. An architecture is an important prerequisite for dealing with the growing complexity in describing an enterprise and its business, information, applications and technology.

Place, publisher, year, edition, pages
Sundsvall: Mittuniversitetet, 2006. 62 p.
Series
Mid Sweden University doctoral thesis, ISSN 1652-893X ; 11
Keyword
E-government, e-services, business processes, development processes, stovepipe organisations, case study
National Category
Computer Science
Identifiers
urn:nbn:se:miun:diva-8879 (URN)91-85317-24-1 (ISBN)
Public defence
2006-06-08, Sundsvall, 00:00 (English)
Opponent
Supervisors
Available from: 2009-05-06 Created: 2009-05-06 Last updated: 2014-10-03Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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More styles
Language
  • de-DE
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Output format
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