Digitalization has profoundly permeated our lives. In Europe; The Netherlands, together with Finland, Sweden, and Denmark, are digitisation leaders. This intense use of technology asks for specialized IT professionals to manage it. Focusing on The Netherlands, there is a scarcity of IT professionals …

An interview-study of 18 senior professionals in the Netherlands and the UK exploring how professionals in senior positions perceive (team) collaboration in the public sector and how they manage collaboration in a fast evolving, post-pandemic world of digital transformation. Framed by team theory and …

Technology, data use, and digitisation are based on mathematical structures, and this permeates many aspects of our daily lives: apps, online activities, and all kinds of communication. Equipping people to deal with this mathematisation of society is a big challenge. Which competences are needed, which …

Design/methodology Organisations are digitising the customer journey at a fast pace but have no idea what the effects of digitisation will be on customer experience and customer relationships. This paper describes two studies on digitisation in customer contact and the effects on customer experience …

Many countries experience waning public trust in government, while digitisation of society is on the rise and public authorities continue to further digitise their services. If governments do not pay enough attention to the perspective of citizens and adopt a citizen-centric approach while designing …

Background: Peer review is at the heart of the scientific process. With the advent of digitisation, journals started to offer electronic articles or publishing online only. A new philosophy regarding the peer review process found its way into academia: the open peer review. Open peer review as practiced …

IMI hydronic Engineering is part of IMI plc, IMI plc is a listed company on the London Stock Exchange. IMI Hydronic Engineering felt the need to take a step towards digitising certain processes. Specifically, this thesis looks at sales digitisation. From the theoretical framework there are three different …

Rapid convergence of utility and mobility solutions enabled by data and the Internet of Things is future-proofing economies around the world, delivering liveability, sustainability and resilience, and importantly decreasing pressure on utility bills and infrastructure costs. Australians cannot miss out …

In Luganda, the widest spoken minority language in East African country Uganda, the word for photographs is Ebifananyi. However, ebifananyi does not, contrary to the etymology of the word photographs, relate to light writings. Ebifananyi instead means things that look like something else. Ebifananyi …

Within large service organizations there are currently two trends visible. These trends seem to be diametrically opposed. On the one hand organizations face increasing price pressure and thus a pressure to cut costs. One of the consequences of this trend is that organizations are increasingly encouraging …