SERVICE INNOVATION THROUGH PLATFORMISATION OF A PRIVATE HEALTH INSURANCE: AN ACTIVITY THEORY PERSPECTIVE OF THE CASE OF GHANA

Abstract

This study aims to understand how a private health insurance organisation achieves service innovation through platformisation from a developing country perspective of Ghana. A growing body of information systems research on digital platforms as a vehicle for service innovation exists and continues to evolve; however, to a large extent, focuses on commercial platforms. Even less is the focus on the health insurance sector and private health insurance in particular. This paper, therefore, applies a socio-technical approach using activity theory as the analytical lens and qualitative interpretive case study as the methodology. It depicts how contradictions in the initial primarily manual and paper-based work environment were addressed through platformisation. The study provides insights on how emerging contradictions in tools and rules can be used as an avenue for delivering service improvement. It also offers insight into how private health insurance organisations can evolve their work environment through platformisation. Based on the research findings, this paper recommends that to stimulate service innovation, the deployment of digital platforms should help address contradictions in the existing activity system