Factors Affecting Collaboration Portal Effectiveness of the Audit Board of Indonesia

The Audit Board of the Republic of Indonesia is known as Badan Pemeriksa Keuangan (BPK). In carrying out its duties and functions, it empowers and relies on information technology (IT) infrastructure that covers all aspects, including planning, procurement, service provision, information asset security, service continuity, and evaluation. BPK implements a collaboration portal to meet service needs and teamwork during the audit process, ad-hoc committees, and leader instructions to follow BPK’s strategic plan. BPK needs to assess the effect of the collaboration portal in supporting employee performance and improving IT services. As a result, this study aims to investigate the factors that influence the effectiveness of the BPK collaboration portal. This study used Delone and McLean model of information system success by looking at the relationship of system quality, information quality, service quality, facilitating conditions, and collaboration quality to user satisfaction and individual job performance. The research method used a quantitative approach with partial least squares-structural equation modeling (PLS-SEM). The sample data was collected from 60 respondents at BPK. The data obtained from the respondents were processed using the SmartPLS application. The study results show that information quality, facilitating conditions, and collaboration quality positively and significantly affect user satisfaction. There is a positive and significant influence of user satisfaction on individual job performance. In addition, system quality and service quality do not significantly influence user satisfaction with collaboration portal services

How organisations generate and use customer insight

The generation and use of customer insight in marketing decisions is poorly understood, partly due to difficulties in obtaining research access and partly because market-based learning theory views knowledge as a fixed asset. However, customer insight takes many forms, arrives at the organisation from increasingly diverse sources and requires more than mere dissemination if it is to be useful. A multiple case study approach is used to explore managerial practices for insight generation and use. Multiple informants from each of four organisations in diverse sectors were interviewed. Findings reveal the importance of value alignment and value monitoring across the insight demand chain, to complement the information processing emphasis of extant research. Within the firm, the study suggests the importance of customer insight conduct practices including insight format, the role of automation and insight shepherding, to complement the much-researched process perspective. The study provides a basis for assessing the effectiveness of insight processes by both practitioners and scholars

Assessment of an enterprise employee portal using dashboard monitoring system: a case study

A portal is a browser-based application that provides a web platform for users to improve inter-department collaboration and customer service. Portals are classified either as internal facing portals or external public facing portals. This study addresses the problems facing an internal portal related to its contents, functions and usability and provides a list of essential contents and functions that it should include through integrating theories and industry best practices. The theory framework is based on literature review and the industry best practices are based on the analysis of a number of internal portals of companies used as case studies. These two were compared to develop an information mapping grid to identify gaps between theories and practices. A case company was used to uncover additional insights on employee portal content and functionalities through the analysis of actual and perceived user portal usage. The results were then compared using an information mapping grid to derive a set of content and functionalities to improve usability of an internal employee portal. Results of this study indicate that customization and personalization is an important feature of an employee portal, however, features pertaining to communication and collaboration support, search support, help system and employee self-services appear to be more important in practice. The information mapping grid derived, the data warehouse architecture developed and the Dashboard Monitoring systems created to assess usability of an employee portal are applicable to similar enterprises --Abstract, page iii

People in the E-Business: New Challenges, New Solutions

[Excerpt] Human Resource Planning Society’s (HRPS) annual State of the Art/Practice (SOTA/P) study has become an integral contributor to HRPS’s mission of providing leading edge thinking to its members. Past efforts conducted in 1995, 1996, 1997, 1998, and 1999 have focused on identifying the issues on the horizon that will have a significant impact on the field of Human Resources (HR). This year, in a divergence from past practice, the SOTA/P effort aimed at developing a deeper understanding of one critical issue having a profound impact on organizations and HR, the rise of e-business. The rise of e-business has been both rapid and dramatic. One estimate puts the rate of adoption of the internet at 4,000 new users each hour (eMarketer, 1999) resulting in the expectation of 250 million people on line by the end of 2000, and 350 million by 2005 (Nua, 1999). E-commerce is expected to reach $1.3 trillion by 2003, and of that, 87 percent will go to the business to business (B2B) and 13 percent to the business to consumer (B2C) segments, respectively (Plumely, 2000)

IT Self-Service Engagement: A Theory of Trying Perspective

IT self-service engagement, an individual’s attempt to voluntarily solve his or her IT problems without seeking the help of the IT department in an organizational setting, is an emerging phenomenon; it is gaining momentum among employees and organizations alike. By 2017, up to 54% of organizations are predicted to use IT self-service as an alternative to phone and email contact. In this study, we anchor IT self-service engagement within the conceptual framework of the theory of trying. We study what motivates individuals to engage in IT self-service as well as its effects on innovative work behaviors. Sampling more than 200 employees, we show that (a) IT self-service is a concept in its own right, (b) is driven by levels of IT empowerment and subjective norms, (c) manifests itself in heightened levels of innovative work behaviors, and (d) exists irrespective of good or bad service experiences provided by the IT department