Reconsidering Patient Value to Create Better Healthcare

Healthcare can be seen as a value shop, in which solutions to health problems are offered in exchange for valuable contributions. However, the full value exchange between the healthcare provider and the patient is not always apparent. The value shop concept runs the risk of considering only what the patient pays (i.e., money, either paid by the patient or reimbursed by the government) while ignoring another important value, data. Yet without this data, the patient’s problem cannot be solved. This article offers a new paradigm in which a health provider can deliver better value by integrating all dimensions of the provider’s and patient’s value.

Enhancing e-government with a digital twin for innovation management

Purpose

The implementation of digital twin in e-government services will become the future of public service delivery. It has a great promise for significantly optimizing e-government service delivery in public services because digital twin can be leveraged to achieve value co-creation, which can be turned for innovation and new knowledge creation. The purpose of this study is to fill a knowledge gap in the domain of e-government with digital twin enabled.

Design/methodology/approach

This study examined the concept of digital twins in the context of e-government for innovation management. This research applied exploratory research discussing a dynamic and interpretive model that examines the main factors to consider when developing digital twins for the Fourth Industrial Revolution’s integration of e-government services. This study begins with a thorough assessment and then evaluates the results to propose a model that would be used as a benchmark for future research. Secondary data was gathered from a variety of previously published primary research sources, including peer-reviewed journals, case studies, periodicals, newspapers and books.

Findings

E-government with digital twin platform will become increasingly integral to business or public value creation and can be managed individually as people and organizations expect much greater value for their well-being that is linked to a number of better outcomes. E-government with digital twin will no longer to be seen as a static web service but the next enabling platform to offer a comprehensive digital advisory for each and every user. The digital twin’s goal is to extract all of a user’s digital activity processes and thoroughly analyze them across all of e-services. When there are crucial issues or problems that need to be alerted to the (physical) user, the digital twin will present options, solutions and recommendations based on the entire gathered data continuum.

Research limitations/implications

This study is conducted to provide a better understanding of the digital twin’s impact on public service delivery in the future. When it comes to e-government, a digital twin is a digital representation of an individual with the ability to integrate e-government services (such as e-citizenship, e-employment, e-participation, e-business, e-commerce, e-health, e-learning, e-regulation, e-entertainment and so on) with nearly real-time data and advanced analytics. Individuals will be able to improve, discover, foresee and make better and faster decisions as a result of the digital twin. The proposed model shows a future scenario for e-government services, in which the key principle of Industrial Revolution 4.0, Cyber Physical Systems, is accommodated by digital twins.

Originality/value

This study provides academics, policymakers and practitioners in the fields of technology, public and/or private service delivery and public policy, with the opportunity to define priorities, processes and outcomes of e-government services and thereby benefit more directly from the findings of the study. This study presents some novel insights into e-government services the use of digital twins to optimize public service delivery.

COVID-19, artificial intelligence, ethical challenges and policy implications

As the COVID-19 outbreak remains an ongoing issue, there are concerns about its disruption, the level of its disruption, how long this pandemic is going to last, and how innovative technological solutions like Artificial Intelligence (AI) and expert systems can assist to deal with this pandemic. AI has the potential to provide extremely accurate insights for an organization to make better decisions based on collected data. Despite the numerous advantages that may be achieved by AI, the use of AI can be perceived differently by society, where moral and ethical issues may be raised, especially in regards to accessing and exploiting public data gathered from social media platforms. To better comprehend the concerns and ethical challenges, utilitarianism and deontology were used as business ethics frameworks to explore the aforementioned challenges of AI in society. The framework assists in determining whether the AI’s deployment is ethically acceptable or not. The paper lays forth policy recommendations for public and private organizations to embrace AI-based decision-making processes to avoid data privacy violations and maintain public trust.

Understanding knowledge management and upskilling in Fourth Industrial Revolution: transformational shift and SECI model

Purpose

The adoption of knowledge management (KM) to steer new skills and capabilities among people provides evidence that KM not only offers competitive advantages but also provides a means for organisational survival, by improvising core capabilities or generate new ones that can drive people in the Fourth Industrial Revolution (4IR) era. This paperaim to identify critical new skills and capabilities among people within an organisation to stay competitive, innovative and relevant.

Design/methodology/approach

The paper presents the findings on new skills assessment for Fourth Industrial Revolution. The study was carried out through an interview with a focus group discussion technique to gather data on the role of KM in creating new set of skills or capabilities in Fourth Industrial Revolution’s landscape. The study also reports a bibliographic study of critical skills based on more than a decade of related academic and industry publications to portray research trends and future directions.

Findings

There is a demand in “must-have” skills related to Industry 4.0 such as capability for complex decision-making, complex problem-solving, collaborative innovation, project management, creativity and critical thinking, social skill and social responsibility. While these skills are critical enablers to aiding individuals in the scenarios of plausible 4IR futures, several important new research trends that emerge have also not been adequately explored including KM and Industry 4.0 skill gap, skill evolution, machine knowledge, intuitive decision-making, rational decision-making, technostress, digital fluency, collaborative innovation, industrial policies, human–machine interaction and societal systems.

Research limitations/implications

This research provides a roadmap for the next research trends and topics in the area of Fourth Industrial Revolution and new skills requirements. The study discusses some of the essential issues and challenges with upskilling required for Industry 4.0. It also focuses on how upskilling learning initiatives influence new knowledge creation. This primarily contributes to the educational field in deciding how and when to adopt appropriate strategies and identify which initiatives to best meet the needs of its community.

Practical implications

KM enables individuals to utilise their existing core capabilities or generate new ones for immediate investment in upskilling to meet current and future skills needs required by an organisation. Simply put, KM will improve the organisation’s talent-driven learning strategy and increase individuals’ ability to learn faster and attain sustainable competitive advantage in a fast-paced ever changing environment.

Originality/value

This paper is useful to academics, practitioners and policymakers in the fields of KM. The research provides initial insight into new skills mapping in the context of Fourth Industrial Revolution and the needs for researchers to understand the recent research trends in KM.

Adopting open innovation for SMEs and industrial revolution 4.0

Purpose

Industrial Revolution 4.0 is still evolving. The purpose of this paper is to assess the progress of Indonesia in achieving an initiative for Industry 4.0. As the largest country in Southeast Asia, Indonesia plays a critical role in implementing Industry 4.0. In addition, this study proposes an open innovation strategies for small and medium enterprises (SMEs) in facing Industry 4.0, especially in the Indonesian setting. Open innovation is viewed as a long-term innovation model that relies on cross-border commerce between businesses and countries.

Design/methodology/approach

This study undertakes a comprehensive literature review to capture the necessary insights for establishing an early grasp of solution design. A total of 32 sample papers were qualified using a set of selection criteria designed to find the most relevant existing studies in the Industry 4.0 and Indonesia domains. The meta-details as significant discoveries were processed using a content analysis approach. In addition, the research deployed sentiment analysis from text mining to inter-operate and classify (positive, negative and neutral) in-text data using text analysis techniques to identify public sentiment toward Industry 4.0 in Indonesia.

Findings

The key finding is that there is a favorable relationship between digital ecosystem readiness and open innovation adoption for SMEs. While, knowledge management is a critical factor in guiding a country’s successful implementation of the open innovation paradigm. Furthermore, some of the major findings revealed that many initiatives for Industry 4.0 are carried out by the private sectors. In regards to the procedure, the role of government is the protection of market regulations. This could be due to preserving fair competition between corporations and SMEs. Local businesses and SMEs should be protected to ensure their survival. In addition, the major cause of the slow adoption of Industry 4.0 in Indonesia is the lack of digital equipment. This is because of the shortage of digital equipment that can create a digital divide between large and small businesses and between industries in the urban and rural areas.

Research limitations/implications

This study discussed some of the most essential issues of SMEs in adopting open innovation that is required for Industrial Revolution 4.0. It focuses on how digital ecosystem’s readiness influences open innovation adoption for SMEs in Indonesia. By understanding its current state of readiness, it contributes to the policymakers in deciding how and where to adopt open innovation and develop digital ecosystem and identify which ones might best meet their needs for any developing countries.

Originality/value

This paper is useful to academics, practitioners and policymakers in the fields of technology and public policy. The research provides some initial insights into Indonesia and any developing countries on Industry Revolution 4.0 and the needs for SMEs in adopting open innovation.

Customer acceptance of ride-hailing in Indonesia

Purpose

The purpose of this paper is to investigate the enabling factors and the customers’ acceptance of ride-hailing in Indonesia.

Design/methodology/approach

The authors adopt some constructs from the unified theory of acceptance and use of technology (UTAUT) 2 as the framework for the study to derive factors that influence the acceptance of ride-hailing in Indonesia. Samples through a convenience sampling method were collected from an online survey and were transformed into data through coding and subsequently processed using SPSS for descriptive analysis, reliability test, correlation and multiple regression analysis for hypothesis testing.

Findings

Ride-hailing started in 2015 in Indonesia. Five enabling factors make digital ride-hailing possible, the internet, smartphone, broadband wireless network, digital map and global positioning system. The authors found that performance expectancy, social influence and habit positively influence customers to accept ride-hailing in Indonesia.

Research limitations/implications

Although this research has a small sample, it is still relevant to understand people’s acceptance to the ride-hailing platform. As a ride-hailing platform is now transformed to a multisided markets platform, adoption studies or other studies on each market to cover the whole picture of the platform influence to the society, and its contribution to the national economy will be very interesting. The authors’ future research will cover various services covered by ride-hailing companies.

Originality/value

This study proposes and argues that four main enabling factors make digital ride-hailing a viable business. The study contributes to three significant factors that influence the acceptance of ride-hailing in Indonesia.

Mobile Health (mHealth) Services and Online Health Educators

Mobile technology enables health-care organizations to extend health-care services by providing a suitable environment to achieve mobile health (mHealth) goals, making some health-care services accessible anywhere and anytime. Introducing mHealth could change the business processes in delivering services to patients. mHealth could empower patients as it becomes necessary for them to become involved in the health-care processes related to them. This includes the ability for patients to manage their personal information and interact with health-care staff as well as among patients themselves. The study proposes a new position to supervise mHealth services: the online health educator (OHE). The OHE should be occupied by special health-care staffs who are trained in managing online services. A survey was conducted in Brunei and Indonesia to discover the roles of OHE in managing mHealth services, followed by a focus group discussion with participants who interacted with OHE in a real online health scenario. Data analysis showed that OHE could improve patients’ confidence and satisfaction in health-care services.

Electronic Health Object: Transforming Health Care Systems From Static to Interactive and Extensible

Electronic health records (EHRs) store health-related patient information in an electronic format, improving the quality of health care management and increasing efficiency of health care processes. However, in existing information systems, health-related records are generated, managed, and controlled by health care organizations. Patients are perceived as recipients of care and normally cannot directly interact with the system that stores their health-related records; their participation in enriching this information is not possible. Many businesses now allow customers to participate in generating information for their systems, strengthening customer relationships. This trend is supported by Web 2.0, which enables interactivity through various means, including social networks. Health care systems should be able to take advantage of this development. This article proposes a novel framework in addressing the emerging need for interactivity while preserving and extending existing electronic medical data. The framework has 3 dimensions of patient health record: personal, social, and medical dimensions. The framework is designed to empower patients, changing their roles from static recipient of health care services to dynamic and active partners in health care processes.

Tracking Future Path of Consumers' Empowerment in E-Health

Developments in ICT have created a new generation of networking technology that affects all areas, including healthcare. The use of ICT in healthcare organizations, for example in health information systems (HIS), has developed the same way as the wider landscape, and includes the use of Internet-based technology. The adoption of social network features as the ‘front end' of electronic health (e-health) systems is believed to boost sharing between consumers, leading to greater satisfaction. E-health is likely to become more consumer-centric, accommodating consumers' participation in the healthcare process, including decision-making. The government of Taiwan has successfully implemented a National Health Insurance (NHI) system as the foundation for e-health. Improvements in technology may drive changing consumer behavior concerning healthcare services. This paper addresses some important concepts, milestones, challenges, and future direction of consumer empowerment in Taiwan, and proposes that empowerment will be personal, social, and medical.

Designing role of online health educators in healthcare services

Web technology provides healthcare organizations the ability to broaden services beyond usual practices, and thus provides a particularly advantageous environment to achieve complex e-health goals. Furthermore, introducing web technology in healthcare services may add value to the overall healthcare process. Web technology helps healthcare organizations to extend the online health services (e-health) beyond their traditional mechanism. The changes enable customers (patients) to participate more in the process of healthcare, such as through their ability to generate personal health data to their personalized web-based interface. It allows patients to have greater control of information flow between healthcare organizations and customers, and among customers themselves. In this study the authors investigate the extended role of healthcare staff that provide e-health services. The authors have developed e-health models that accommodate customers' participation to engage more actively in the healthcare system. Through the model the authors developed a prototype--namely Clinic 2.0. Clinic 2.0 is set up to facilitate interactions between healthcare providers and customers. In the proposed systems, the authors introduced Online Health Educator (OHE)--a healthcare staff that is specifically responsible for administering Clinic 2.0. The authors have conducted a survey in Indonesia to draw the expectation of participants regarding the important role of OHE in Clinic 2.0 through a semi-structured interview conducted with participants to further investigate the pivotal roles of OHE. The authors found that e-health services need OHE to achieve customers' satisfaction.

Empowering Clients through E-Health in Healthcare Services: Case Brunei

The adoption of Web 2.0 in many business sectors is increasing because it offers the ability for customers to have a greater control in generating contents to their personalized web. Customers are empowered in the sense of controlling the process of interaction(s) between a firm with its customers, and among customers themselves. However, providing empowerment in any state of interaction levels to customers (patients) in a healthcare organization is challenging. Many healthcare organizations have adopted empowerment in their e-health scenario; therefore, it needs a mechanism to measure at which level they have implemented empowerment within their organizations. This article proposes three layers of customers' empowerment in e-health systems based on a reference model called Personal Health Cycle (PHC). The layers of empowerment are personal, social, and medical layers respectively. The modular approach is used to simplify healthcare organizations identifying which modules to be adopted in implementing a strategy for customers' empowerment. The model is derived based on recent studies of empowerment in healthcare organizations. A survey also has been conducted in Brunei Darussalam (Brunei) to verify and improve our initial model and to understand the responses of people regarding empowerment in the e-health services. Questions for the survey are derived from the features of the PHC. The respondents reacted positively to the features of empowerment proposed. We use PHC to define and distinguish electronic health record (EHR) from electronic medical record (EMR).

Adopting customers' empowerment and social networks to encourage participations in e-health services

The aim of this article is to present an e-health model that embeds empowerment and social network intervention that may extend the role of customers in health care settings. A 25-item Likert-type survey instrument was specifically developed for this study and administered to a sample of 108 participants in Indonesia from October to November 2012. The data were analyzed to provide ideas on how to move forward with the e-health initiative as a means to improve e-health services. The survey revealed that there is a high demand for customers' empowerment and involvement in social networks to improve their health literacy and customer satisfaction. Regardless of the limitations of the study, the participants have responded with great support for the abilities of the prototype systems drawn from the survey. The survey results were used as requirements to develop a system prototype that incorporates the expectations of the people. The prototype (namely Clinic 2.0) was derived from the model and confirmed from the survey. Participants were selected to use the system for three months, after which we measured its impact towards their health literacy and customer satisfaction. The results show that the system intervention through Clinic 2.0 leads to a high level of customer satisfaction and health literacy.

Customer expectation of e-health systems in Brunei Darussalam

This study seeks to determine the dimension of e-health services in Brunei Darussalam from the customer's perspective. The study seeks to identify, understand, analyze, and evaluate the public's expectation of e-health in Brunei Darussalam. A questionnaire was designed to gather quantitative and qualitative data to survey patients, the patient's family, and health practitioners at hospitals, clinics, or home care centers in Brunei Darussalam from February to March 2011. A 25-item Likert-type survey instrument was specifically developed for this study and administered to a sample of 366 patients. These data were analyzed to provide initial ideas and recommendations to policy makers on how to move forward with the e-health initiative as a means to improve health care services. The survey revealed that there is a high demand and expectation from people of Brunei to have better health care services through an e-health system in order to improve health literacy as well as quality and efficiency of health care. Regardless of the limitations of the survey, the general public has responded to the questionnaire with great support for the abilities of an e-health system. The results of the survey provide a solid foundation for our ongoing research project to proceed further to develop the model of e-health and subsequently to develop a system prototype that incorporates expectations from patients.