The World Bank estimated in 2015 that 60% of the world's poor earning less than USD2.00 a day do not have a bank account or are unbanked. A major impediment to serve the unbanked poor is the high cost of the process of distributing small loans and collecting repayments from barely literate borrowers. This process requires loan officers to meet the poor at their door step, making it a people-intensive process requiring frequent face-to-face interaction. Real-time decision-making is a solution to address the key challenge experienced by banks when serving the unbanked poor in the developing word. Our poster is drawn from two case examples: Banco Azteca, a bank in Mexico, and Equitas Holdings Limited that makes small amounts of loans to unbanked poor in India. We focus on an Azteca's automated decision support system to serve low income people ignored by banks in Mexico, and a real-time performance dashboard custom-built by Equitas to improve the productivity of loan officers. Our analysis suggests that real-time decision making cannot enable banks to scale their operations for achieving significant social impact unless the following conditions are met: process, application of real time data, user friendly interfaces, and leadership by top management.
{"title":"Real-Time Decision-Making to Serve the Unbanked Poor in the Developing World","authors":"L. Mohan, D. Potnis","doi":"10.1145/3084381.3084425","DOIUrl":"https://doi.org/10.1145/3084381.3084425","url":null,"abstract":"The World Bank estimated in 2015 that 60% of the world's poor earning less than USD2.00 a day do not have a bank account or are unbanked. A major impediment to serve the unbanked poor is the high cost of the process of distributing small loans and collecting repayments from barely literate borrowers. This process requires loan officers to meet the poor at their door step, making it a people-intensive process requiring frequent face-to-face interaction. Real-time decision-making is a solution to address the key challenge experienced by banks when serving the unbanked poor in the developing word. Our poster is drawn from two case examples: Banco Azteca, a bank in Mexico, and Equitas Holdings Limited that makes small amounts of loans to unbanked poor in India. We focus on an Azteca's automated decision support system to serve low income people ignored by banks in Mexico, and a real-time performance dashboard custom-built by Equitas to improve the productivity of loan officers. Our analysis suggests that real-time decision making cannot enable banks to scale their operations for achieving significant social impact unless the following conditions are met: process, application of real time data, user friendly interfaces, and leadership by top management.","PeriodicalId":441637,"journal":{"name":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116407188","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Cloud computing services have gained a lot of attraction in the recent years, but the shift of data from user-owned desktops and laptops to cloud storage systems has led to serious data privacy implications for the users. Even though privacy notices supplied by the cloud vendors details the data practices and options to protect their privacy, the lengthy and free-flowing textual format of the notices are often difficult to comprehend by the users. Thus we propose a simplified presentation format for privacy practices and choices termed as "Privacy-Dashboard" based on Protection Motivation Theory (PMT) and we intend to test the effectiveness of presentation format using cognitive-fit theory. Also, we indirectly model the cloud privacy concerns using Item-Response Theory (IRT) model. We contribute to the information privacy literature by addressing the literature gap to develop privacy protection artifacts in order to improve the privacy protection behaviors of individual users. The proposed "privacy dashboard" would provide an easy-to-use choice mechanisms that allow consumers to control how their data is collected and used.
{"title":"Privacy Protection Dashboard: A Study of Individual Cloud-Storage Users Information Privacy Protection Responses","authors":"Surya Karunagaran, Saji K. Mathew, F. Lehner","doi":"10.1145/3084381.3084424","DOIUrl":"https://doi.org/10.1145/3084381.3084424","url":null,"abstract":"Cloud computing services have gained a lot of attraction in the recent years, but the shift of data from user-owned desktops and laptops to cloud storage systems has led to serious data privacy implications for the users. Even though privacy notices supplied by the cloud vendors details the data practices and options to protect their privacy, the lengthy and free-flowing textual format of the notices are often difficult to comprehend by the users. Thus we propose a simplified presentation format for privacy practices and choices termed as \"Privacy-Dashboard\" based on Protection Motivation Theory (PMT) and we intend to test the effectiveness of presentation format using cognitive-fit theory. Also, we indirectly model the cloud privacy concerns using Item-Response Theory (IRT) model. We contribute to the information privacy literature by addressing the literature gap to develop privacy protection artifacts in order to improve the privacy protection behaviors of individual users. The proposed \"privacy dashboard\" would provide an easy-to-use choice mechanisms that allow consumers to control how their data is collected and used.","PeriodicalId":441637,"journal":{"name":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","volume":"37 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122300041","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In this article we explore the consequences associated with a lack of coordination between the requirements engineering process and the development process. We conduct a detailed case study of an ICT department of a large European bank that develops software using the agile software development method. Our current study reveals that the application of a modular organizational design in a dynamic agile environment has a negative effect on the communication and coordination between members of different modules. More specifically, the modular design creates both a semantic and a pragmatic boundary among members of different modules, which is primarily caused by the fact that modules have differentiated tasks and often misaligned interests.
{"title":"The Effects of Modularity on Effective Communication and Collaboration: [Best Paper Nominee]","authors":"C. Amrit, Elody Hutten","doi":"10.1145/3084381.3084413","DOIUrl":"https://doi.org/10.1145/3084381.3084413","url":null,"abstract":"In this article we explore the consequences associated with a lack of coordination between the requirements engineering process and the development process. We conduct a detailed case study of an ICT department of a large European bank that develops software using the agile software development method. Our current study reveals that the application of a modular organizational design in a dynamic agile environment has a negative effect on the communication and coordination between members of different modules. More specifically, the modular design creates both a semantic and a pragmatic boundary among members of different modules, which is primarily caused by the fact that modules have differentiated tasks and often misaligned interests.","PeriodicalId":441637,"journal":{"name":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","volume":"86 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125444647","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The purpose of this study is to ascertain whether IT professionals attend to the different referents in distributive justice evaluations. This study achieves its purpose by drawing on distributive justice theory to differentiate two important referents for IT professionals' distributive justice evaluations: organizational or internal referents, and professional or external referents. Data for this study was collected through a survey research design in a large multinational organization headquartered in India. Analysis of the data indicates that IT professionals distinguish internal distributive justice from external distributive justice. Internal distributive justice evaluations were higher than external distributive justice evaluations in this sample. Both internal and external distributive justices are positively related to pay level satisfaction, thereby validating the former construct's multidimensional nature. We conclude the paper by discussing the implications of the findings for research and offer recommendations for the management of IT professionals.
{"title":"Do IT Professionals Attend to Internal and External Distributive Justice?","authors":"D. Joseph, T. Setor, S. Srivastava","doi":"10.1145/3084381.3084389","DOIUrl":"https://doi.org/10.1145/3084381.3084389","url":null,"abstract":"The purpose of this study is to ascertain whether IT professionals attend to the different referents in distributive justice evaluations. This study achieves its purpose by drawing on distributive justice theory to differentiate two important referents for IT professionals' distributive justice evaluations: organizational or internal referents, and professional or external referents. Data for this study was collected through a survey research design in a large multinational organization headquartered in India. Analysis of the data indicates that IT professionals distinguish internal distributive justice from external distributive justice. Internal distributive justice evaluations were higher than external distributive justice evaluations in this sample. Both internal and external distributive justices are positively related to pay level satisfaction, thereby validating the former construct's multidimensional nature. We conclude the paper by discussing the implications of the findings for research and offer recommendations for the management of IT professionals.","PeriodicalId":441637,"journal":{"name":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","volume":"60 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123368363","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The contact center industry is a vast and rapidly expanding information technology-enabled services (ITES) industry. Deloitte has identified the Philippines together with India as the top contact center destinations of Asia. IBM Global Services has also singled out the Philippines as one of Asia's global leader in business process outsourcing (BPO), the biggest revenue-earning subsector of which is the contact center subsector. This study aim to explore, using the Glaserian or classic grounded theory method (GTM), the main concern of the ITES workforce in contact centers, particularly inbound technical support representatives, and how they resolve their main concern. GTM goes beyond the descriptive approach of most qualitative methods by generating from data a theory of the substantive area. The theory that will be generated by this research can be used to inform the development of systems, processes, structures, and policies that will support inbound technical support representatives.
{"title":"Inbound Technical Support in Contact Centers of Northern Mindanao, Philippines: Toward a Grounded Theory","authors":"Meldie Apag","doi":"10.1145/3084381.3084432","DOIUrl":"https://doi.org/10.1145/3084381.3084432","url":null,"abstract":"The contact center industry is a vast and rapidly expanding information technology-enabled services (ITES) industry. Deloitte has identified the Philippines together with India as the top contact center destinations of Asia. IBM Global Services has also singled out the Philippines as one of Asia's global leader in business process outsourcing (BPO), the biggest revenue-earning subsector of which is the contact center subsector. This study aim to explore, using the Glaserian or classic grounded theory method (GTM), the main concern of the ITES workforce in contact centers, particularly inbound technical support representatives, and how they resolve their main concern. GTM goes beyond the descriptive approach of most qualitative methods by generating from data a theory of the substantive area. The theory that will be generated by this research can be used to inform the development of systems, processes, structures, and policies that will support inbound technical support representatives.","PeriodicalId":441637,"journal":{"name":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125741679","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Because of changes in competitive and regulatory environment and customer expectations, organizations have to continuously transform their products, services or business models to meet customer needs. Information technology (IT) increasingly plays an important role in many transformations because of significant digitization of business processes and massive investments in IT since 1960s [1, 2]. However, genuine transformations, even if necessary, often face difficulties because of an incomplete understanding of how to drive and manage transformations. In my talk I will describe some findings and lessons based on my research on transformations [3], and various facets of what I call digital intelligence [4]. I will argue that although information technology is often an important enabler of transformations, sustainable and desirable transformations need much more. They also require attention to leadership; strategic planning; customer, employee and process focus; governance and long-term orientation that balances interests of various stakeholders; and what I call disciplined autonomy. Achieving success often requires an understanding of how to configure these elements optimally in a particular context. I will discuss some of my research on IT human capital, digital skills and its impact at the individual and household levels to suggest implications for policy, managers and IT professionals.
{"title":"Keynote: Digital Intelligence and Transformations","authors":"Sunil Mithas","doi":"10.1145/3084381.3087666","DOIUrl":"https://doi.org/10.1145/3084381.3087666","url":null,"abstract":"Because of changes in competitive and regulatory environment and customer expectations, organizations have to continuously transform their products, services or business models to meet customer needs. Information technology (IT) increasingly plays an important role in many transformations because of significant digitization of business processes and massive investments in IT since 1960s [1, 2]. However, genuine transformations, even if necessary, often face difficulties because of an incomplete understanding of how to drive and manage transformations. In my talk I will describe some findings and lessons based on my research on transformations [3], and various facets of what I call digital intelligence [4]. I will argue that although information technology is often an important enabler of transformations, sustainable and desirable transformations need much more. They also require attention to leadership; strategic planning; customer, employee and process focus; governance and long-term orientation that balances interests of various stakeholders; and what I call disciplined autonomy. Achieving success often requires an understanding of how to configure these elements optimally in a particular context. I will discuss some of my research on IT human capital, digital skills and its impact at the individual and household levels to suggest implications for policy, managers and IT professionals.","PeriodicalId":441637,"journal":{"name":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129162189","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The contact center industry in the Philippines, named by Deloitte as one of the two top contact center destinations in Asia, has been expanding rapidly in terms of technology, workforce size, and economic scope. This study aims to explore, using the Glaserian grounded theory method (GTM), the main concern of contact center agents, particularly inbound technical support representatives, in Northern Mindanao in the Philippines, and how they resolve their main concern, especially using information technology. GTM goes beyond the descriptive approach of most qualitative methods by generating from the data, a theory of the substantive area. The rationale for GTM reflects the source of the developed theory grounded in the behavior, words, and actions of those under study. The theory can inform the development of systems, processes, structures, and policies that will support the actors in the substantive area. Preliminary results suggest that staying at the organization or else seeking other employment opportunities is the main concern of the technical support representatives, who resolve this main concern using a cyclical process, each cycle of which has four stages: training, struggling, coping, and motivating. The application of technologies in contact center operations can play a key role in sustaining the technical support representatives' decision to stay longer in the industry.
{"title":"Exploring Critical Issues of Technical Support in Contact Centers of the Philippines: Toward a Grounded Theory","authors":"Meldie Apag, R. Sison","doi":"10.1145/3084381.3084383","DOIUrl":"https://doi.org/10.1145/3084381.3084383","url":null,"abstract":"The contact center industry in the Philippines, named by Deloitte as one of the two top contact center destinations in Asia, has been expanding rapidly in terms of technology, workforce size, and economic scope. This study aims to explore, using the Glaserian grounded theory method (GTM), the main concern of contact center agents, particularly inbound technical support representatives, in Northern Mindanao in the Philippines, and how they resolve their main concern, especially using information technology. GTM goes beyond the descriptive approach of most qualitative methods by generating from the data, a theory of the substantive area. The rationale for GTM reflects the source of the developed theory grounded in the behavior, words, and actions of those under study. The theory can inform the development of systems, processes, structures, and policies that will support the actors in the substantive area. Preliminary results suggest that staying at the organization or else seeking other employment opportunities is the main concern of the technical support representatives, who resolve this main concern using a cyclical process, each cycle of which has four stages: training, struggling, coping, and motivating. The application of technologies in contact center operations can play a key role in sustaining the technical support representatives' decision to stay longer in the industry.","PeriodicalId":441637,"journal":{"name":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125949433","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Technology IPOs expose Information Technology (IT) firms to significant challenges that are fundamentally different from those faced during the founding or startup stage. To tackle the post-IPO challenges, IT firms pay premium wages to hire professional executives from the external labor market rather than from within. Yet, how the executive pay of external hires compares to that of internal hires when IT firms mark significant milestones in their lifecycle remain understudied. The current study therefore examines the pay of internal and external hires and place it within the context of the IPO timeline i.e. pre- and post-IPO. By analyzing data from multiple sources using a linear mixed effects modelling technique, we find that IT firms pay internal hires significantly higher than external hires in the pre-IPO stage. In the post-IPO stage, IT firms pay external hires significantly higher than internal hires. We discuss the implications of the findings on theory and practice.
{"title":"Executive Pay Before and After Technology IPOs: Who Receives More?","authors":"T. Setor, D. Joseph","doi":"10.1145/3084381.3084397","DOIUrl":"https://doi.org/10.1145/3084381.3084397","url":null,"abstract":"Technology IPOs expose Information Technology (IT) firms to significant challenges that are fundamentally different from those faced during the founding or startup stage. To tackle the post-IPO challenges, IT firms pay premium wages to hire professional executives from the external labor market rather than from within. Yet, how the executive pay of external hires compares to that of internal hires when IT firms mark significant milestones in their lifecycle remain understudied. The current study therefore examines the pay of internal and external hires and place it within the context of the IPO timeline i.e. pre- and post-IPO. By analyzing data from multiple sources using a linear mixed effects modelling technique, we find that IT firms pay internal hires significantly higher than external hires in the pre-IPO stage. In the post-IPO stage, IT firms pay external hires significantly higher than internal hires. We discuss the implications of the findings on theory and practice.","PeriodicalId":441637,"journal":{"name":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115202751","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In this competitive environment, service provider organizations are keen to create value for their client organizations and differentiate their services during delivery of IT services outsourcing projects. However, there are variations in value delivery as per client expectations. It is critical to understand how alignment can be achieved between B-to-B client and vendor organizations to minimize this variation. Through dyadic case studies, this research paper develops a framework of (mis)aligned practices at three levels of conceptualization- contractual alignment, knowledge alignment and business alignment. Further, a project alignment measurement framework has been developed along with propositions for future study. This research adopted a practice based analyses of organizations Findings from data collected through interviews and project documentations resulted in nineteen practices showing aligned behaviors and twenty-three practices showing mis-aligned behaviors at contractual alignment level; six practices showing aligned behaviors and eleven practices showing mis-aligned behaviors at knowledge alignment level; and fourteen practices showing aligned behaviors and eleven practices showing mis-aligned behaviors at business alignment level
{"title":"Framework for Alignment of Service Provider Value Drivers with Client Expectations in IT Services Outsourcing","authors":"Arup K. Das, S. S. Bharadwaj","doi":"10.1145/3084381.3084391","DOIUrl":"https://doi.org/10.1145/3084381.3084391","url":null,"abstract":"In this competitive environment, service provider organizations are keen to create value for their client organizations and differentiate their services during delivery of IT services outsourcing projects. However, there are variations in value delivery as per client expectations. It is critical to understand how alignment can be achieved between B-to-B client and vendor organizations to minimize this variation. Through dyadic case studies, this research paper develops a framework of (mis)aligned practices at three levels of conceptualization- contractual alignment, knowledge alignment and business alignment. Further, a project alignment measurement framework has been developed along with propositions for future study. This research adopted a practice based analyses of organizations Findings from data collected through interviews and project documentations resulted in nineteen practices showing aligned behaviors and twenty-three practices showing mis-aligned behaviors at contractual alignment level; six practices showing aligned behaviors and eleven practices showing mis-aligned behaviors at knowledge alignment level; and fourteen practices showing aligned behaviors and eleven practices showing mis-aligned behaviors at business alignment level","PeriodicalId":441637,"journal":{"name":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","volume":"SE-11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126577551","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Rajendra K. Bandi, R. Kishore, D. Beimborn, Rajeev Sharma, S. Srivastava
{"title":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","authors":"Rajendra K. Bandi, R. Kishore, D. Beimborn, Rajeev Sharma, S. Srivastava","doi":"10.1145/3084381","DOIUrl":"https://doi.org/10.1145/3084381","url":null,"abstract":"","PeriodicalId":441637,"journal":{"name":"Proceedings of the 2017 ACM SIGMIS Conference on Computers and People Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131624946","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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