ICT Vs CRM - Which is Better?

Transcription

1 FoU-ønsker i servicevirksomheder Jesper Thestrup Project Manager In-JeT ApS Humanistisk og samfundsvidenskabelig forskning i relation til serviceindustrien

2 Hvad I skal høre om nu Hvor de bløde møder de hårde FoU områder - Hensigter og policies for Hum-Sam FoU i FP7 To ICT forskningsområder i FP7 hvor Serviceindustrien har besluttet at være aktiv - Sundhed - Mobile medarbejdere Generelle krav til humanistisk og samfundsmæssig deltagelse i ICT projekter Case: SENIOR projektet

3 Recent EU ICT policy context Lisbon growth & jobs, 2005 i2010 information society, 2005 Riga e-inclusion Ministerial, 2006 Demographic challenge, th Framework Programme for R&D, 2006 Competitiveness and Innovation Programme, 2006 ICT and ageing well policy, 2007 E-Inclusion Initiative, 2007 Ambient Assisted Living, 2008

4 Fordeling på FP7 tematiske områder EU commission

5 ICT challenges Socio-economic goals 4. Digital libraries and content 5. ICT for health 6. ICT for mobility & sustainable growth 7. ICT for independent living and inclusion Industry/Tech needs 1. Network and service infrastructures 2. Cognitive systems, interaction, robotics 3. Components, systems, engineering Future and Emerging Technologies (FET)

6 Overview of relevant service industries Healthcare and social services - Healthcare provisioning - Health maintenance organisations - Home care and social services - Rescue and emergency services Industrial services - Facility management - Operational management - Predictive and preventive maintenance - System integrators and designers - Mobile workforce and resource management

7 Healthcare Social Services

8 Challenges and opportunities Demography population doubles until population from 20% in 1995 to 25% in 2020 Resources : 4 working for 1 retired 2050: 2 working for 1 retired - Shortfall of care staff due to general working conditions Health - Number of diabetic patients is more than 200 million and is expected to double in less than 15 years - The prevalence of hypertension in the elderly is 60-65% Costs - Cost of pensions/health/long-term care: % of GDP (2025) - Hospital admissions accounts for >55% of diabetes-related cost

9 FP7 Challenge 7 targets ICT-based solutions extending independence and prolonging active participation in society ICT solutions that help reduce the 30% of the population currently not using ICT (user friendliness) Cost-effective, interoperable solutions enabling seamless and reliable integration of devices and services

10 AAL targets

11 Serviceplatform for ehealth Projektet omfatter følgende ikke-tekniske hovedområder: Den lærende organisation, indsamling, lagring og genbrug af viden, videndeling,workflow management, privacy og etik ved monitorering, policy formulering for x-border healthcare. 14 Januar 2009 Humanistisk og samfundsmæssig forskning

12 Mobility in Industrial Services

13 Challenges and opportunities Global markets - Globalization of markets - Cost of human intervention - Environmental pressure Resources : 4 working for 1 retired 2050: 2 working for 1 retired - Shortfall of staff due to general working conditions - Health related absenteeism - Multiethnic, multilingual workforce - Employee retention Technology - Connectivity - Mobility - Human-Computer-Interaction

14 Challenge 1 targets Anywhere, anytime, any device - seamless, ubiquitous - broadband, mobile - reconfigurable to load/use/context Trillions of devices connected Built-in security and trust Highly dependable software and systems Full support to distributed value chains and to the networked enterprise

15 Intelligent resource scheduling Projektet omfatter følgende ikke-tekniske hovedområder: Den lærende organisation, videndeling, multilinguality, workflow management, mobilitet, business models, impact. 14 Januar 2009 Humanistisk og samfundsmæssig forskning

16 Technology Acceptance Models TAM Theories that model how users come to accept and use information technology A more formal approach to technology acceptance. People experience degradation of cognitive ability, hearing and sight. Affects their willingness to engage in new technology. Acceptance is related to concepts of acceptability, usefulness, or utility and also the effort required to complete the task TAMs provide a framework for exploring the reasons why people are often reluctant to engage with new technologies in terms of; - Perceived usefulness (PU) "the degree to which a person believes that using a particular system would enhance his or her job performance" - Perceived ease-of-use (PEOU) "the degree to which a person believes that using a particular system would be free from effort".

17 Humanistiske og socio-økonomiske elementer i ICT FoU projekter

18 Non-technical requirements & issues Ethical issues Usability and accessibility issues Business modelling Impact assessment and policy formulation

19 Key ethical issues in R&D projects Privacy New types of information, new threats How to ensure in highly intelligent environments? Autonomy Isolation New scenarios, e.g. Robotics Users and providers Informed Consent How to ensure in highly intelligent environments? How to ensure in future scenarios? What technological response? Reliance/ Choice Ethical Issues arising from new ICT is an integral part of R&D

20 Accessible and inclusive ICT Target Outcomes Key Areas Deeply embedding accessibility in mainstream ICT Methods and tools for computer simulation of user interaction and validation frameworks Assistive solutions based on non-invasive Brain computer interaction Supporting Measures Assistive technology constituencies coordination International cooperation Preparatory Actions Demonstration of accessible solutions in real life using context. Enable new market opportunities. Facilitate seamless interaction between accessible mainstream ICT and assistive solutions. Facilitate development and production of accessible ICT. Better understanding of ethical issues, market requirements barriers and cost benefit aspects. Expected Impacts ICT based Communication and shared environments for social inclusion of marginalized young people RTD capacity on ICT solutions for social inclusion.

21 Value based business modelling WHAT? Value proposition HOW? WHO? Value configuration Customer group Operation and delivery Collaboration Key competencies Partnership Core capability Revenue Cost Dist. Channel Relationship Customers Distribution Retention Source: Yves Pigneur, 2006

22 Implications for policy actors social innovation participation, user integration good flexibility of services technology innovation organisational innovation Kilde: ITA, Vienna coordination of services

23 SENIOR Social Ethical and privacy Needs in ICT for Older People: a dialogue Roadmap SENIOR is a 24 month support action which aims to provide a systematic assessment of the social, ethical, and privacy issues involved in ICT and Ageing, to understand what lessons should be learned from current technological trends, and to plan strategies for governing future trends. 23

24 Age as a cultural construct

25 INCLUSION is the goal

26 DIALOGUE is the instrument

27 DESIGN is the target

28 Further Information ICT on Cordis - ehealth - EU ICT and Ageing Well Initiatives - Ambient Assisted Living Joint Programme SENIOR -

29 Please call We can help you develop a complete strategy for your participation in the 7 th European Research Programme. In-JeT ApS Jeppe Aakjærs Vej Birkerød Denmark jth@in-jet.dk jet.dk Skype: jesper_thestrup