Analyses for Service Interaction Networks with applications to Service Delivery

One of the distinguishing features of the services industry is the high emphasis on people interacting with other people and serving customers rather than transforming physical goods like in the traditional manufacturing processes. It is evident that analysis of such interactions is an essential aspect of designing effective and efficient services delivery. In this work we focus on learning individual and team behavior of different people or agents of a service organization by studying the patterns and outcomes of historical interactions. For each past interaction, we assume that only the list of participants and an outcome indicating the overall effectiveness of the interaction are known. Note that this offers limited information on the mutual (pairwise) compatibility of different participants. We develop the notion of service interaction networks which is an abstraction of the historical data and allows one to cast practical problems in a formal setting. We identify the unique characteristics of analyzing service interaction networks when compared to traditional analyses considered in social network analysis and establish a need for new modeling and algorithmic techniques for such networks. On the algorithmic front, we develop new algorithms to infer attributes of agents individually and in team settings. Our first algorithm is based on a novel modification to the eigen-vector based centrality for ranking the agents and the second algorithm is an iterative update technique that can be applied for subsets of agents as well. One of the challenges of conducting research in this setting is the sensitive and proprietary nature of the data. Therefore, there is a need for a realistic simulator for studying service interaction networks. We present the initial version of our simulator that is geared to capture several characteristics of service interaction networks that arise in real-life

Designing an information system for updating land records in Bangladesh: action design ethnographic research (ADER)

Open Access. This article is distributed under the terms of the Creative Commons Attribution License which permits any use, distribution, and reproduction in any medium, provided the original author(s) and the source are credited.This article has been made available through the Brunel Open Access Publishing Fund.Information Systems (IS) has developed through adapting, generating and applying diverse methodologies, methods, and techniques from reference disciplines. Further, Action Design Research (ADR) has recently developed as a broad research method that focuses on designing and redesigning IT and IS in organizational contexts. This paper reflects on applying ADR in a complex organizational context in a developing country. It shows that ADR requires additional lens for designing IS in such a complex organizational context. Through conducting ADR, it is seen that an ethnographic framework has potential complementarities for understanding complex contexts thereby enhancing the ADR processes. This paper argues that conducting ADR with an ethnographic approach enhances design of IS and organizational contexts. Finally, this paper aims presents a broader methodological framework, Action Design Ethnographic Research (ADER), for designing artefacts as well as IS. This is illustrated through the case of a land records updating service in Bangladesh

Towards a network government? A critical analysis of current assessment methods for e-government

Contemporary public administrations have become increasingly more complex, having to cordinate actions with emerging actors in the public and the private spheres. In this scenario the modern ICTs have begun to be seen as an ideal vehicle to resolve some of the problems of public administration. We argue that there is a clear need to explore the extent to which public administrations are undergoing a process of transformation towards a netowork government linked to the systematic incorporation of ICTs in their basic activities. Through critically analysing a selection of e-government evaluation reports, we conclude that research should be carried out if we are to build a solid government assessment framework based on network-like organisation characteristics

Quality-constrained routing in publish/subscribe systems

Routing in publish/subscribe (pub/sub) features a communication model where messages are not given explicit destination addresses, but destinations are determined by matching the subscription declared by subscribers. For a dynamic computing environment with applications that have quality demands, this is not sufficient. Routing decision should, in such environments, not only depend on the subscription predicate, but should also take the quality-constraints of applications and characteristics of network paths into account. We identified three abstraction levels of these quality constraints: functional, middleware and network. The main contribution of the paper is the concept of the integration of these constraints into the pub/sub routing. This is done by extending the syntax of pub/sub system and applying four generic, proposed by us, guidelines. The added values of quality-constrained routing concept are: message delivery satisfying quality demands of applications, improvement of system scalability and more optimise use of the network resources. We discuss the use case that shows the practical value of our concept

Understanding user experience of mobile video: Framework, measurement, and optimization

Since users have become the focus of product/service design in last decade, the term User eXperience (UX) has been frequently used in the field of Human-Computer-Interaction (HCI). Research on UX facilitates a better understanding of the various aspects of the user’s interaction with the product or service. Mobile video, as a new and promising service and research field, has attracted great attention. Due to the significance of UX in the success of mobile video (Jordan, 2002), many researchers have centered on this area, examining users’ expectations, motivations, requirements, and usage context. As a result, many influencing factors have been explored (Buchinger, Kriglstein, Brandt & Hlavacs, 2011; Buchinger, Kriglstein & Hlavacs, 2009). However, a general framework for specific mobile video service is lacking for structuring such a great number of factors. To measure user experience of multimedia services such as mobile video, quality of experience (QoE) has recently become a prominent concept. In contrast to the traditionally used concept quality of service (QoS), QoE not only involves objectively measuring the delivered service but also takes into account user’s needs and desires when using the service, emphasizing the user’s overall acceptability on the service. Many QoE metrics are able to estimate the user perceived quality or acceptability of mobile video, but may be not enough accurate for the overall UX prediction due to the complexity of UX. Only a few frameworks of QoE have addressed more aspects of UX for mobile multimedia applications but need be transformed into practical measures. The challenge of optimizing UX remains adaptations to the resource constrains (e.g., network conditions, mobile device capabilities, and heterogeneous usage contexts) as well as meeting complicated user requirements (e.g., usage purposes and personal preferences). In this chapter, we investigate the existing important UX frameworks, compare their similarities and discuss some important features that fit in the mobile video service. Based on the previous research, we propose a simple UX framework for mobile video application by mapping a variety of influencing factors of UX upon a typical mobile video delivery system. Each component and its factors are explored with comprehensive literature reviews. The proposed framework may benefit in user-centred design of mobile video through taking a complete consideration of UX influences and in improvement of mobile videoservice quality by adjusting the values of certain factors to produce a positive user experience. It may also facilitate relative research in the way of locating important issues to study, clarifying research scopes, and setting up proper study procedures. We then review a great deal of research on UX measurement, including QoE metrics and QoE frameworks of mobile multimedia. Finally, we discuss how to achieve an optimal quality of user experience by focusing on the issues of various aspects of UX of mobile video. In the conclusion, we suggest some open issues for future study

Mobile phone-based healthcare delivery in a Sami area: Reflections on technology and culture\ud

This paper analyses the redesign of psychiatric services for children and\ud adolescents in a Sami area in the county of Finnmark in Norway. The project\ud included the introduction of a new technology in support of a decentralized model\ud for healthcare service delivery. We focus specifically on the role of culture in the\ud development and implementation of a mobile phone application during the pilot\ud phase of the project. In our analysis we draw on information infrastructure theory.\ud We are in particular interested in the concept of generativity and critically assess\ud its role of in the analysis of technology in a culturally diverse context

Business Case and Technology Analysis for 5G Low Latency Applications

A large number of new consumer and industrial applications are likely to change the classic operator's business models and provide a wide range of new markets to enter. This article analyses the most relevant 5G use cases that require ultra-low latency, from both technical and business perspectives. Low latency services pose challenging requirements to the network, and to fulfill them operators need to invest in costly changes in their network. In this sense, it is not clear whether such investments are going to be amortized with these new business models. In light of this, specific applications and requirements are described and the potential market benefits for operators are analysed. Conclusions show that operators have clear opportunities to add value and position themselves strongly with the increasing number of services to be provided by 5G.Comment: 18 pages, 5 figure