Co-design has potential to help voluntary organisations deliver better services, since it encourages users to co-create services that will be delivered to them. However, the extent of codesign practice in the voluntary sector is unknown. Thus, our research investigated current state of knowledge of co-design in this sector. A mixed-method approach including an online survey and interviews was e...

Control is imperative to effective service delivery. Monitoring the control parameters of IT infrastructure elements thereof is of paramount importance both for IT and IT-enabled businesses. These parameter-values need to be captured from service delivery environment of any IT-enabled business. The new-age IT infrastructure models are promising with cloud and virtualization technology options a...

Customer eXperience is a blue print of customer requirements. In this era of heightened competition and volatile global economy, delivering services originating from diverse sources, without satisfying thorough customer experience practices may increase customer dissatisfaction, and churn rate. In order to guarantee rich customer experience, the service delivery mechanism should shift towards c...

One of the distinguishing features of the services industry is the high emphasis on people interacting with other people and serving customers rather than transforming physical goods like in the traditional manufacturing processes. It is evident that analysis of such interactions is an essential aspect of designing effective and efficient services delivery. In this work we focus on learning ind...

Analysis of Joint Call Admission Control Strategies for Heterogeneous Cellular Networks Olabisi Falowo (University of Cape Town, South Africa); H. Anthony Chan (University of Cape Town, South Africa); “This paper investigates three joint call admission control algorithms (JCAC) for heterogeneous cellular networks. These algorithms are random-selectionbased, service-based, and load-based JCAC al...

With computing devices and the Internet becoming ubiquitous, users can make use of network-based software applications in different places and situations. Mobile devices with Internet connectivity are a good example of this trend. Network-based software applications are being exposed to users as web services, which makes them accessible on demand, when and where the users require them in their ...

E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-gov...