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To promote access to their services, health-care companies provide various communication channels to their customers (beneficiaries) to enable the receipt of requests, such as authorization for examinations, procedures and hospitalizations. Under the approach of innovation studies, the management of customer relationship channels for health-care companies is characterized as a knowledge-intensive business service (KIBS). The purpose of this study is presenting innovation as a strategy to increase customer service productivity, as well as the monitoring of the quality of the service, the generation of health information for beneficiaries and compliance with the regulation set by the Brazilian National Health Agency (ANS).

The study is characterized as an applied research, as it proposes solutions to problems faced by supplemental health-care companies using the strategy of action research, i.e. an independent, social research with an empirical basis.

The result of this study shows that a computerized health-care system can increase productivity by 21.96%, and it presents an innovative solution for health-care companies to guarantee the process of meeting the demands and requests of their beneficiaries, ensuring the compliance with ANS regulations.

These results can be replicated to other healthcare companies and contribute to those seeking innovation, increased productivity and quality improvements in their services.

This work was also motivated by the lack of lstudies in the areas of health-care companies in Brazil.

Blockchain technology is one of the emerging innovative technologies making waves globally, and it has been adjudged to have the capability to transform businesses. With the different capabilities of the technology, such as immutability of information and decentralisation of authority attributes, the built environment is slow in its adoption. This study aims to explore the barriers to the implementation of blockchain technology in the construction using a principal component analysis (PCA) approach.

This research took a post-positivist philosophical stance, which informed a quantitative research approach through a questionnaire survey. From the South African built environment and information technology sector, 79 respondents were drawn through a snowballing sampling technique. The built environment professionals include architect, construction project manager, construction manager, quantity surveyor and engineer. Retrieved data were screened and analysed by adopting the descriptive analysis and PCA while Cronbach alpha evaluated the reliability. Also, Kruskal–Wallis H non-parametric test was used to determine the differences in the opinion of the respondent groups.

The analysis revealed that all the identified barriers ranked above the average mean with lack of clarity, scalability risks and lack of skills or knowledge ranking top three. PCA clustered the identified barriers into three components: organisational barriers, social barriers and technological barriers.

This study was carried out in the Gauteng province of South Africa, leaving out other provinces due to accessibility, cost and time constraints.

Built environment organisations need to be kept abreast of the capabilities of blockchain technology as the major barrier observed was the lack of clarity of blockchain technology. Also, the technological barriers identified from this study need to be addressed by information technology experts to give consumers the desired value for money in implementing blockchain technology for the built environment.

The blockchain technology capabilities are incomparable to any other invention thus far. Therefore, it is very important that the numerous stakeholders in the built environment be made aware of the blockchain technology capabilities while formulating a solution to the identified barriers. This will aid its implementation in the built environment and help the industry measure up with its counterparts.