Abstract: Nowadays, the successful implementation of ICTs is
vital for almost any kind of organization. Good governance and ICT
management are essential for delivering value, managing
technological risks, managing resources and performance
measurement. In addition, outsourcing is a strategic IT service
solution which complements IT services provided internally in
organizations. This paper proposes the measurement tools of a new
holistic maturity model based on standards ISO/IEC 20000 and
ISO/IEC 38500, and the frameworks and best practices of ITIL and
COBIT, with a specific focus on IT outsourcing. These measurement
tools allow independent validation and practical application in the
field of higher education, using a questionnaire, metrics tables, and
continuous improvement plan tables as part of the measurement
process. Guidelines and standards are proposed in the model for
facilitating adaptation to universities and achieving excellence in the
outsourcing of IT services.
Abstract: e-Service has moved from the usual manual and
traditional way of rendering services to electronic service provision
for the public and there are several reasons for implementing these
services, Airline ticketing have gone from its manual traditional way
to an intelligent web-driven service of purchasing. Many companies
have seen their profits doubled through the use of online services in
their operation and a typical example is Hewlett Packard (HP) which
is rapidly transforming their after sales business into a profit
generating e-service business unit.
This paper will examine the various challenges confronting e-
Service adoption and implementation in Nigeria and also analyse
lessons learnt from e-Service adoption and implementation in Asia to
see how it could be useful in Nigeria which is a lower middle income
country. From the analysis of the online survey data, it has been
identified that the public in Nigeria are much aware of e-Services but
successful adoption and implementation have been the problems
faced.
Abstract: Background: Taiwan now is an aging society. Research
on the elderly should not be confined to caring for seniors, but should
also be focused on ways to improve health and the quality of life.
Senior citizens who participate in volunteer services could become
less lonely, have new growth opportunities, and regain a sense of
accomplishment. Thus, the question of how to get the elderly to
participate in volunteer service is worth exploring. Objective: Apply
the Transtheoretical Model to understand stages of change in regular
volunteer service and voluntary service behaviour among the seniors.
Methods: 1525 adults over the age of 65 from the Renai district of
Keelung City were interviewed. The research tool was a
self-constructed questionnaire, and individual interviews were
conducted to collect data. Then the data was processed and analyzed
using the IBM SPSS Statistics 20 (Windows version) statistical
software program. Results: In the past six months, research subjects
averaged 9.92 days of volunteer services. A majority of these elderly
individuals had no intention to change their regular volunteer services.
We discovered that during the maintenance stage, the self-efficacy for
volunteer services was higher than during all other stages, but
self-perceived barriers were less during the preparation stage and
action stage. Self-perceived benefits were found to have an important
predictive power for those with regular volunteer service behaviors in
the previous stage, and self-efficacy was found to have an important
predictive power for those with regular volunteer service behaviors in
later stages. Conclusions/Implications for Practice: The research
results support the conclusion that community nursing staff should
group elders based on their regular volunteer services change stages
and design appropriate behavioral change strategies.
Abstract: The focal aspire of e-Government (eGovt) is to offer
citizen-centered service delivery. Accordingly, the citizenry
consumes services from multiple government agencies through
national portal. Thus, eGovt is an enterprise with the primary
business motive of transparent, efficient and effective public services
to its citizenry and its logical structure is the eGovernment Enterprise
Architecture (eGEA). Since eGovt is IT oriented multifaceted
service-centric system, EA doesn’t do much on an automated
enterprise other than the business artifacts. Service-Oriented
Architecture (SOA) manifestation led some governments to pertain
this in their eGovts, but it limits the source of business artifacts. The
concurrent use of EA and SOA in eGovt executes interoperability and
integration and leads to Service-Oriented e-Government Enterprise
(SOeGE). Consequently, agile eGovt system becomes a reality. As an
IT perspective eGovt comprises of centralized public service artifacts
with the existing application logics belong to various departments at
central, state and local level. The eGovt is renovating to SOeGE by
apply the Service-Orientation (SO) principles in the entire system.
This paper explores IT perspective of SOeGE in India which
encompasses the public service models and illustrated with a case
study the Passport service of India.
Abstract: Cloud computing has provided the impetus for change
in the demand, sourcing, and consumption of IT-enabled services.
The technology developed from an emerging trend towards a ‘musthave’.
Many organizations harnessed on the quick-wins of cloud
computing within the last five years but nowadays reach a plateau
when it comes to sustainable savings and performance. This study
aims to investigate what is needed from an organizational perspective
to make cloud computing a sustainable success. The study was
carried out in Germany among senior IT professionals, both in
management and delivery positions. Our research shows that IT
executives must be prepared to realign their IT workforce to sustain
the advantage of cloud computing for today and the near future.
While new roles will undoubtedly emerge, roles alone cannot ensure
the success of cloud deployments. What is needed is a change in the
IT workforce’s business behaviour, or put more simply, the ways in
which the IT personnel works. It gives clear guidance on which
dimensions of an employees’ working behaviour need to be adapted.
The practical implications are drawn from a series of semi-structured
interviews, resulting in a high-level workforce enablement plan.
Lastly, it elaborates on tools and gives clear guidance on which
pitfalls might arise along the proposed workforce enablement
process.
Abstract: Knowledge management is considered as an important
factor in improving health care services. KM facilitates the transfer of
existing knowledge and the development of new knowledge in
hospitals. This paper reviews practices adopted by doctors in Kuwait
for capturing, sharing, and generating knowledge. It also discusses
the perceived impact of KM practices on performance of hospitals.
Based on a survey of 277 doctors, the study found that KM practices
among doctors in the sampled hospitals were not very effective. Little
attention was paid to the main activities that support the transfer of
expertise among doctors in hospitals. However, as predicted by
previous studies, good km practices were perceived by doctors to
have a positive impact on performance of hospitals. It was concluded
that through effective KM practices hospitals could improve the
services they provide. Documentation of best practices and capturing
of lessons learnt for re-use of knowledge could help transform the
hospitals into learning organizations.
Abstract: Fuzzy inference method based approach to the
forming of modular intellectual system of assessment the quality of
communication services is proposed. Developed under this approach
the basic fuzzy estimation model takes into account the
recommendations of the International Telecommunication Union in
respect of the operation of packet switching networks based on IPprotocol.
To implement the main features and functions of the fuzzy
control system of quality telecommunication services it is used
multilayer feedforward neural network.
Abstract: The demand of high quality services has fueled
dimensional research and development in wireless communications
and networking. As a result, different wireless technologies like
Wireless LAN, CDMA, GSM, UMTS, MANET, Bluetooth and
satellite networks etc. have emerged in the last two decades. Future
networks capable of carrying multimedia traffic need IP convergence,
portability, seamless roaming and scalability among the existing
networking technologies without changing the core part of the
existing communications networks. To fulfill these goals, the present
networking systems are required to work in cooperation to ensure
technological independence, seamless roaming, high security and
authentication, guaranteed Quality of Services (QoS). In this paper, a
conceptual framework for a cooperative network (CN) is proposed
for integration of heterogeneous existing networks to meet out the
requirements of the next generation wireless networks.
Abstract: The dramatic rise in the use of Social Media (SM)
platforms such as Facebook and Twitter provide access to an
unprecedented amount of user data. Users may post reviews on
products and services they bought, write about their interests, share
ideas or give their opinions and views on political issues. There is a
growing interest in the analysis of SM data from organisations for
detecting new trends, obtaining user opinions on their products and
services or finding out about their online reputations. A recent
research trend in SM analysis is making predictions based on
sentiment analysis of SM. Often indicators of historic SM data are
represented as time series and correlated with a variety of real world
phenomena like the outcome of elections, the development of
financial indicators, box office revenue and disease outbreaks. This
paper examines the current state of research in the area of SM mining
and predictive analysis and gives an overview of the analysis
methods using opinion mining and machine learning techniques.
Abstract: E-service quality plays a significant role to achieve
success or failure in any organization, offering services online. It will
increase the competition among the organizations, to attract the
customers on the basis of the quality of service provided by the
organization. Better e-service quality will enhance the relationship
with customers and their satisfaction. So the measurement of eservice
quality is very important but it is a complex process due to
the complex nature of services. Literature predicts that there is a lack
of universal definition of e-service quality. The e-service quality
measures in banking have great importance in achieving high
customer base. This paper proposes a conceptual model for
measuring e-service quality in Indian Banking Industry. Nine
dimensions reliability, ease of use, personalization, security and trust,
website aesthetic, responsiveness, contact and fulfillment had been
identified. The results of this paper may help to develop a proper
scale to measure the e-service quality in Indian Banking Industry,
which may assist to maintain and improve the performance and
effectiveness of e-service quality to retain customers.
Abstract: The use of mobile phones is growing tremendously all
over the world. In Tanzania there are a number of operators licensed
by Tanzania Communications Regulatory Authority (TCRA) aiming
at attracting customers into their networks. So far
telecommunications market competition has been very stiff. Various
measures are being taken by mobile operators to survive in the
market. Such measure include introducing of different air time
bundles on daily, weekly and monthly at lower tariffs. Other
measures include the introduction of normal tariff, tourist package
and one network. Despite of all these strategies, there is a dynamic
competition in the market which needs to be explored. Some
influences which attract customers to choose a certain mobile
operator are of particular interest. This paper is investigating if the
network effects and Quality of Services (QoS) influence mobile
customers in selection of their mobile network operators. Seventy
seven students from high learning institutions in Dodoma
Municipality in Tanzania participated in responding to prepared
questionnaires. The data was analyzed using Statistical Package for
Social Science (SPSS) Software. The results indicate that, network
coverage does influence customers in selection of mobile operators.
In addition, this paper proposes further research in some areas
especially where the study came up with different findings from what
the theory has in place.
Abstract: Applied industrial engineering is concerned with
imparting employable skills to improve the productivity for current
situation of products and services. The purpose of this case study is to
present the results of an initial research study conducted to identify
the desired professional characteristics of an industrial engineer with
an undergraduate degree and the emerging topic areas that should be
incorporated into the curriculum to prepare industrial engineering
(IE) graduates for the future workforce. Conclusions and
recommendations for applied industrial engineering syllabus have
been gathered and reported below. A two-pronged approach was
taken which included a method of benchmarking by comparing the
applied industrial engineering curricula of various universities and an
industry survey to identify job market requirements. This
methodology produced an analysis of the changing nature of
industrial engineering from learning to practical education. A
curriculum study for engineering is a relatively unexplored area of
research in the Middle East, much less for applied industrial
engineering. This work is an effort to bridge the gap between
theoretical study in the classroom and the real world work
applications in the industrial and service sectors.
Abstract: The usage of e-health facilities is seen to be the first
priority by the Libyan government. As such this paper focuses on
how the key factors or elements of working size in terms of
technological availability, structural environment, and other
competence-related matters may affect nurses’ sharing of knowledge
in e-health. Hence, this paper investigates learning readiness
assessment to raise e-health for Libyan regional hospitals by using ehealth
services in nursing education.
Abstract: In an urban area the location allocation of emergency
services mobile units, such as ambulances, police patrol cars must be
designed so as to achieve a prompt response to demand locations.
In this paper the partition of a given urban network into distinct
sub-networks is performed such that the vertices in each component
are close and simultaneously the sums of the corresponding
population in the sub-networks are almost uniform. The objective
here is to position appropriately in each sub-network a mobile
emergency unit in order to reduce the response time to the demands.
A mathematical model in framework of graph theory is developed.
In order to clarify the corresponding method a relevant numerical
example is presented on a small network.
Abstract: The use of information and communication
technologies such as computers, mobile phones and the Internet is
becoming prevalent in today’s world; and it is facilitating access to a
vast amount of data, services and applications for the improvement of
people’s lives. However, this prevalence of ICTs is hampered by the
problem of low income levels in developing countries to the point
where people cannot timeously replace or repair their ICT devices
when damaged or lost; and this problem serves as a motivation for
this study whose aim is to examine the perceptions of teachers on the
reliability of cellphones when used for teaching and learning
purposes. The research objectives unfolding this aim are of two
types: Objectives on the selection and design of theories and models,
and objectives on the empirical testing of these theories and models.
The first type of objectives is achieved using content analysis in an
extensive literature survey: and the second type of objectives is
achieved through a survey of high school teachers from the ILembe
and UMgungundlovu districts in the KwaZulu-Natal province of
South Africa. Data collected from this questionnaire based survey is
analysed in SPSS using descriptive statistics and Pearson correlations
after checking the reliability and validity of the questionnaires. The
main hypothesis driving this study is that there is a relationship
between the demographics and the attribution identity of teachers on
one hand, and their perceptions on the reliability of cellphones on the
other hand, as suggested by existing literature; except that attribution
identities are considered in this study under three angles: intention,
knowledge and ability, and action. The results of this study confirm
that the perceptions of teachers on the reliability of cellphones for
teaching and learning are affected by the school location of these
teachers, and by their perceptions on learners’ cellphones usage
intentions and actual use.
Abstract: Self-service technologies (SSTs) make an important
contribution to the daily life of people nowadays. However, the
introduction of SST does not lead to its usage. Thereby, this paper
was an attempt on discovery of the most preferred SST in the
customers’ point of view. To fulfill this aim, the Analytical Hierarchy
Process (AHP) was applied based on Saaty’s questionnaire which
was administered to the customers of e-banking services located in
Golestan providence, northern Iran. This study used qualitative
factors in association with the intention of consumers’ usage of SSTs
to rank three SSTs: ATM, mobile banking and internet banking. The
results showed that mobile banking get the highest weight in
consumers’ point of view. This research can be useful both for
managers and service providers and also for customers who intend to
use e-banking.
Abstract: Different services based on different switching
techniques in wireless networks leads to drastic changes in the
properties of network traffic. Because of these diversities in services,
network traffic is expected to undergo qualitative and quantitative
variations. Hence, assumption of traffic characteristics and the
prediction of network events become more complex for the wireless
networks. In this paper, the traffic characteristics have been studied
by collecting traces from the mobile switching centre (MSC). The
traces include initiation and termination time, originating node, home
station id, foreign station id. Traffic parameters namely, call interarrival
and holding times were estimated statistically. The results
show that call inter-arrival and distribution time in this wireless
network is heavy-tailed and follow gamma distributions. They are
asymptotically long-range dependent. It is also found that the call
holding times are best fitted with lognormal distribution. Based on
these observations, an analytical model for performance estimation is
also proposed.
Abstract: Off-site construction methods have played an
important role in the construction sector in the past few decades. It is
increasingly becoming a major alternative technique and strategic
direction compared to traditional in-situ method. It produces a
significant amount of value for the construction industry and the
economy more generally. To date, an impressive number of studies
have been lunched on the perceived perception of off-site
construction. However, it seems that a quantifying benefit on the
offsite construction area is lacking. Therefore, this paper examines
the recent research literature on the benefits of off- site construction
and provides future direction. In the beginning, this paper provides a
brief history and current value of the off-site construction followed
by a detailed discussion on the benefit of off-site construction. These
benefits include but not limited to time saving, quality improvement,
relieving skills shortages, cost reduction and productivity
improvement. Toward this end, off-site construction should learn
from other productive industry similar to services or manufacturing
industry by applying operational management tools and techniques
with extensive focus on employee empowerment will shed the light
on future uptake of Off-site construction. This study is of value in
providing scholars have a clear picture of perceived benefit of off-site
construction research and give an opportunities for future uptake of
off-site method.
Abstract: Cloud service brokering is a new service paradigm that
provides interoperability and portability of application across multiple
Cloud providers. In this paper, we designed Cloud service brokerage
system, anyBroker, supporting integrated service provisioning and
SLA based service lifecycle management. For the system design, we
introduce the system concept and whole architecture, details of main
components and use cases of primary operations in the system. These
features ease the Cloud service provider and customer’s concern and
support new Cloud service open market to increase Cloud service
profit and prompt Cloud service echo system in Cloud computing
related area.
Abstract: Ancillary services are support services which are
essential for humanizing and enhancing the reliability and security of
the electric power system. Reactive power ancillary service is one of
the important ancillary services in a restructured electricity market
which determines the cost of supplying ancillary services and finding
of how this cost would change with respect to operating decisions.
This paper presents a new formation that can be used to minimize the
Independent System Operator (ISO)’s total payment for reactive
power ancillary service. The modified power flow tracing algorithm
estimates the availability of reserve reactive power for ancillary
service. In order to find optimum reactive power dispatch,
Biogeography based optimization method (BPO) is proposed. Market
Reactive Clearing Price (MRCP) is then estimated and it encourages
generator companies (GENCOs) to participate in an ancillary service.
Finally, optimal weighting factor and real time utilization factor of
reactive power give the minimum ISO’s total payment. The
effectiveness of proposed design is verified using IEEE 30 bus
system.