Posts Tagged ‘Gary Pan’

Capability Deployment in Crisis Response: A Case Study of Asian Tsunami Disaster

The Asian Tsunami Disaster case study illustrates how an organization may improvise and deploy resources and capabilities in response to crisis. The fact that crises may not repeat themselves and a given crisis solution might not be directly applicable to another crisis represents radical shifts in routines. As such, an organization may have to improvise when putting together a set of resources and capabilities in response to crisis. The case study highlights several resources and capabilities and suggests how these resources and capabilities may be mobilized during dynamic crisis situations.

UKC: Escalation and De-escalation of Commitment in an IS Project

UKC is a UK municipal borough with an elected council that serves a local population of 221,000 residents and provides a large range of services. The idea of e-government originates from the UK central government’s 1999 white paper, Modernizing Government which challenged all public sector organizations to achieve “citizen-centered services”, by integrating policies and programs, “joining-up” delivery, harnessing the power of IT, and getting the best out of staff. The White Paper committed the government to the “use of new technology to meet the needs of citizens and business and not trail behind technology development”.

BMBC: De-escalation of Commitment to an Information System Project

Metropolitan borough council, referred to with the pseudonym of BMBC, is a UK municipal borough with an elected council that serves a local population of 221,000 and provides a wide range of services. The borough is divided into 19 wards and is represented by 57 councilors. The council aims to maximize the wellbeing of the people at the borough in the following areas: education, the local economy, transport, the environment, health and social care, housing, crime prevention and control, and leisure.

DSTA: Singapore’s IT Capability Development Process during the Asian Tsunami Crisis

“After the SARS crisis, we conducted debriefing sessions to evaluate the key factors of managing crisis and documented the lessons learned. In terms of the involvement in the Defense Technology Ecosystem, we participated extensively in several collaboration projects, and leveraged our partner organizations’ expertise. Such collaborations are important in helping to bring our IT expertise to the next level.” – Manager from the Defense Science and Technological Agency (DSTA)

Australia’s Online Property Auction Site

Property Co was founded in Australia in July 1991 to manage industrial estates for tenancy and maintenance matters. The company managed approximately 4,000 industrial tenanted properties. Property Co’s online auction site was an example of a successfully designed customer-centric IS application because the entire design process focused on the aim of developing customer-centric capability. The transformation from a traditional bidding system to the new online auction system resulted in time savings, enhanced service quality and generated major financial benefits such as reduced loss of revenue due to vacant premises. The rapid turnover of vacant units translates into early realization of rental revenue, conservatively estimated at AUD$14 million per annum. In addition, the project achieved positive Return on Investment (ROI) within 13 months of its set-up.

Taiwan Teleservices & Technology (TT&T): Dynamic Capabilities Development in a Call Center

Taiwan Teleservices & Technology (TT&T), which was formerly the customer service department of Taiwan Cellular Corporation (TCC), a leading telecommunications service provider in Taiwan. TT&T expanded its range of clients from solely telecommunications companies to organizations in the insurance, airline, government, transportation and information technology sectors. Furthermore, several new service products, such as debt collection and telemarketing, were included to satisfy the diverse needs of its clients. TT&T categorized its service products into four types: inbound sales, inbound services, outbound sales, and outbound services.

DSTA: eGovernment Capabilities and Crisis Management in Combating SARS

“Our national strategy against SARS has three prongs: First, to detect and isolate SARS cases as early as possible. Second, to ring-fence detected or suspected cases, hospitals and clinics and personnel treating SARS cases and adopt robust screening and infection control procedures. Third, to contain the spread of the virus and guard vigilantly against outbreak in the wider community.” – Wong Kan Seng, Minister for Home Affairs, Singapore

Singapore’s e-government systems have been highly rated for their extensive strategic and innovative use of information technology (IT) in delivering government services. Since the early 1980s, Singapore has continually introduced new information technologies to improve its government business processes. The result has been IT-knowledgeable human resources, as well as an IT infrastructure that provides citizens with a popular electronic channel for communicating and interacting with the government. Modernizing its vast government infrastructure using IT has been difficult. The process has involved redesigning services, introducing over 1600 e-services, and learning how to tailor and deploy electronic services. The result has been transformed public services. These investments proved crucial in 2004 when Singapore was hit with the outbreak of SARS.