NDLI: Changing IT Providers in Public Sector Outsourcing: Managing the Loss of Experiential Knowledge

Content Provider	IEEE Xplore Digital Library
Author	Alaranta, M. Jarvenpaa, S.L.
Copyright Year	2010
Abstract	Although outsourcing of IT services has become a standard business practice in both the private and public sector, little is known how clients manage the change over from an incumbent, or prior vendor, to a new vendor. The current literature touts how the risks of knowledge loss and disruption in operations prevent many client firms from switching to a new vendor even in the case of less than satisfactory performance. We report on a longitudinal, descriptive case with a public organization in Finland that involves the process of switching a long-term IT vendor to a new IT vendor. The switching was motivated not by unsatisfactory performance but by the public procurement process that requires public tendering of outsourced services every four to six years. The case is significant as it allows us to advance insight how in fact the client and the new vendor manage the loss of learning by doing-knowledge (experiential knowledge) that the client no longer has. The case suggests that several elements were especially critical in facilitating the transfer or learning including the lost experiential knowledge: modularization of work, use of external sources, joint client-vendor collaboration, and personal identities at work. These elements allowed the inter-organizational project teams to minimize the disruptions in IT services to the client's user communities. The case findings provide insight to managing transfer of learning in inter-organizational groups in ad hoc dynamic relationships.
Starting Page	1
Ending Page	10
File Size	271580
Page Count	10
File Format	PDF
ISBN	9781424455096
ISSN	15301605
e-ISBN	9781424455102
DOI	10.1109/HICSS.2010.101
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-01-05
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Outsourcing Knowledge management Knowledge transfer Costs Conference management Technology management Procurement Switches Business Performance loss
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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