This paper reports on the efforts of a global IT services company to transform the way it delivers IT outsourcing services. The change initiative was designed to bring about a radical transformation in the how work gets done across the enterprise with the expected benefit of delivering greater...
Virginia Eubanks is an Associate Professor of Political Science at the University at Albany, SUNY. Her most recent book is Automating Inequality: How High-Tech Tools Profile, Police, and Punish the Poor, which dana boyd calls “the first [book] that I’ve read that really pulls you into the world of...
Adoption of digital support services is mediated by varying experiences of trust. This paper deconstructs the notion of trust in technology through a design-led research project on the long-term adoption of a telehealth service – a context at once complex and fragile. The investigated daily...
This paper investigates the notion of heterogeneity, inspired by Latour’s work on Actor Network Theory, as a lens for understanding daily work practices in a large service delivery organization. To this end, we present and discuss the findings from an ongoing research where we unpacked how...
This paper describes how ethnography became a catalyst for organizational change in a leading financial institution by providing a collaborative context for functional groups to come together in co-creating a multichannel customer banking experience. While consumers increasingly expect a good...
Civic tech is a growing field and an increasingly critical space for service delivery and participation in public...
We produce vast amounts of data in our daily lives. Email, text, search, check-in, photos, payments – all these activities create a trail of digital exhaust. This personal data has been triumphantly declared a “new asset class” by the WEF, compared to oil as the world’s newest economic resource,...
A growing cadre of organizations, corporations, NGOs and philanthropic foundations seek to address difficult global problems like poverty using social innovation and technology. Such problems are multivalent, deep-rooted, ever changing and culturally specific. Amid this complicated terrain,...
This paper, based on a fieldwork conducted with community transport projects in rural Ireland, examines the place of mobility in the lives of older people. It uses the idea of journey to explore what mobility means to older people, what the research made visible to a diverse range of project...
Emerging technologies such as drones, sensors, mesh networks and IoT have significant potential to bring new life-changing services and benefits to places where infrastructure and ICT access is still limited. Nevertheless, many companies have already failed in the attempt to bring new solutions to...