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The paper aims to examine the state of electronic service delivery in Bangladesh. It reviews the structure and operation of the “e-service” centers at the district, sub-district (upazila), and union levels by taking an inventory and assessing their contributions.

The paper is based on a review of the functions and operations of the service delivery agencies with reference to the claims made by the government. It is based on secondary materials obtained from academic studies, government documents, relevant websites, and media reports.

Electronic delivery of public services in Bangladesh has not been effective as planned. There are issues regarding channels of communication, the competence of public officials, human and financial resources, and political will to support the agencies delivering public services.

The paper examines the arrangements, practices, and problems of delivery of public services in Bangladesh through e-service centers at the local levels to determine the progress and potentials of employing digital technology for addressing problems. It proposes the strategy for public service delivery by using digital technology in the country.

Since 2009, e-government has been high on governmental agenda in Bangladesh. Seen as a vehicle for improving governance and service delivery, it is also presented as a key to fighting poverty and achieving the millennium development goals. Thus, the goals of e-government remain broad and ambitious. Can a developing country such as Bangladesh realize its e-government vision? The purpose of this paper is to explore this and other related questions seeking to draw lessons that the Bangladesh experience may offer.

The paper draws primarily on secondary information, complemented by primary data gathered from various sources. In addition to an extensive review of secondary sources, necessary information was derived from websites of relevant government departments/agencies and through interviews and conversations with selected government officials having intimate knowledge on e-government projects at the field and local levels.

The paper demonstrates the ways in which various e-initiatives have transformed traditional administrative systems and practices, notwithstanding the nation’s limited overall e-development. It also shows how e-innovations have helped tackle some complex challenges, thereby adding to convenience and benefits to service users. A major conclusion of the paper is that although e-government is yet to make a breakthrough in governance and service delivery, it has set the wheels of change in motion.

E-government must be seen as a long term project, it must attract high-level political support and it requires fruitful collaboration between the public, private and non-governmental actors.

This paper adds to the limited knowledge in the field. Lessons learned from the Bangladesh experience have much relevance to other developing countries with similar socioeconomic circumstances. The policymakers and practitioners are expected to benefit from the insights of the paper.

The authors study the effect of access to smartphones on the socio-economic well-being in the case of rural base of the pyramid (BoP) women. While smartphone access may have its benefits, the paper suggests augmenting access with a sociotechnical intermediary (STI) that facilitates training and online community building to enhance the well-being outcomes.

The authors conducted a survey from three groups of women from rural West Bengal (India) – (1) who do not own smartphones, (2) who have their own smartphones and (3) who receive smartphones and STI support (over two years). The authors evaluate the effect of access to smartphones and STI support on social well-being (including structural social capital and empowerment) and economic well-being (including entrepreneurial intent and subjective economic well-being).

The analysis results suggest a high relationship between smartphone ownership and higher structural social capital, empowerment (in terms of freedom of movement) and entrepreneurial intent. The authors further find these effects to be enhanced amongst women who received smartphones and support from STI.

The authors attribute this enhanced well-being amongst women with smartphones and STI support to peer-learning and cultivation of virtual role models facilitated by the STI through creation of intra-community online groups. The results have significant policy implications for socio-economic well-being of rural BoP women.

This paper aims to examine the role of stakeholders and their relationships in the sustainability of telecentres in Vietnam through the lens of stakeholder theory.

This study methodologically adopted a qualitative case study to identify stakeholders that have been involved in telecentres in Vietnam. It then categorizes those stakeholders’ salience through the lens of stakeholder identification and salience theory. Secondary data and interviews were used as data sources for the present paper.

The authors identify six main stakeholders that have been involved in telecentres, including the government, entrepreneurs, international donors, telecommunications providers, civil society organisations and individual community members/users. Among these stakeholders, the government, entrepreneurs and users belong to definitive stakeholders, which have the greatest impact on the sustainability of telecentres in comparison to other groups of stakeholders (e.g. dominant, dependent and dormant stakeholders). Moreover, the authors propose a model to identify the relationships of stakeholders towards the sustainability of telecentres. In particular, the authors indicate that each group of stakeholders has its own role in contributing to sustainable telecentres and they also influence others in either direct or indirect ways.

This study provides an additional approach for managers to make judgments in prioritizing the interests of some of their stakeholders while still maintaining a level of satisfaction among other stakeholders. For example, stakeholders that should be of the highest concern to the sustainability of telecentres are the government, entrepreneurs and users, while civil society organisations can be maintained in lower priority to other stakeholders. In addition, we propose the model of interactions and relationships of stakeholders, which can be seen as a starting point for a study on the roles of stakeholders in sustainability not only in telecentres, but also in other fields, such as digital transformation, cyber security and e-government.

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

The future of unions hangs in the balance. Labor unions face enormous challenges to overcome decades of decline and diminishing power. The authors examine the current status of unions with an eye toward identifying pathways to rejuvenation. Our analysis focuses on what the authors know about the decline of unions, how its compares historically, and what avenues are available to unions to change. Pathways to growth with undoubtedly require breaking old molds, which have proven ineffective. Unions need to explore new models of representation to take advantage of a changing workforce with new employment relationships typified by the “gig economy.” The authors present an agenda for fruitful research and discuss the implications of a weakened labor movement on the well-being of society.

The learning outcomes of this paper are as follows: to define the scope of digital customer experience, why it is important and how it can be used to create a competitive advantage, to evaluate the various challenges for traditional retail businesses that undertake a digital transformation strategy, to critically assess a chosen digital transformation strategy, to identify the key features of a successful digital transformation strategy and to develop a crisis communication strategy.

The Cape Union Mart Group is a typical apparel retail company faced with the challenge of improving the digital customer experience and accelerating digital transformation in the wake of the Covid-19 pandemic. Due to the pandemic, the demand for e-commerce increased dramatically. However, strict lockdown regulations forbade the delivery of clothing. When the lockdown was lifted, there was an order backlog of four weeks. To add to this challenge, the Group was in the midst of a technology update. They moved their entire information technology (IT) backbone to three clouds and, just a week before the lockdown, launched five new websites for its five different retail chains. The ultimate goal with the technology update was to give the company a competitive advantage by improving the customer experience. However, having to do this at an accelerated pace due to the pandemic posed a number of challenges. The case provides a vivid description of how the crisis unfolded and how Grant De Waal-Dubla, the executive of e-commerce and IT at the Group and his team responded to the challenges, together with the marketing team. Based on the success of e-commerce during the lockdown, the owners of the business then tasked Grant with new, aggressive growth targets. Whilst dealing with the aftermath of the lockdown, Grant’s main challenge is to develop a strategy to reach those targets.

The primary target audience for this case are postgraduate students enrolled on programmes such as Master of Business Administration or specialist masters in a business field such as marketing or strategy and also for Executive Education courses.

Teaching notes are available for educators only.

CSS 11: Strategy.

Scotland, with its Parliament recently re‐established after 300 years, is likely to see the development of a networked service to make electronic information, learning and research materials readily available to all of its citizens as a key aim in the early part of the twenty‐first century. The newly‐created Centre for Digital Library Research (http://bubl.ac.uk/cdlr) at Strathclyde University (http://www.strath.ac.uk/) in Glasgow aims to be a significant player in the process of making the vision a reality, whilst also contributing to international research efforts in the area. Bringing the networked service of the future into being requires collaborative research and development effort in a range of areas – from identifying and documenting current problems and establishing future requirements, to work on major elements of the problem such as user needs and user interfaces, collaborative collection development, content creation and maintenance, interoperability problems, navigation and integration issues, access control, metadata, and standards and policy frameworks. The Centre is already working with stakeholder institutions, organisations and individuals across the country on a number of relevant projects and initiatives that will contribute to understanding and develop expertise in these areas. Many of them have a practical focus that will help to partially implement the kind of environment envisaged. Examples are GDL (the Glasgow Digital Library project ), CVU (Clyde Virtual University project) (http://cvu.strath.ac. uk/), CAIRNS (Co‐operative Academic Information Retrieval Network for Scotland) (http://cairns.lib.gla.ac.uk/), SCONE (Scottish Collections Network Extension project) and DIO (Digital Information Office project).

China Academic Library and Information System (CALIS), funded primarily by the Chinese Government, is a nationwide academic library consortium in China. As one of the two public service systems in “Project 211”, in China's ninth five‐year plan, CALIS plays a multiple resource‐sharing role among the participating libraries. During past five years, CALIS has established a three‐tiered coordination and management network comprising national information centers, regional information centers and member libraries. In addition, a number of resources have been developed or imported which have made considerable improvements to the service to Chinese higher education and also accelerated the growth of CALIS. The target for CALIS is to build the China Academic Digital Library within the next five years. Currently, CALIS is doing research on the strategies and development of digital library systems, with cooperation and coordination from member libraries. With the development of “digital service environment”, “public service platform”, “imported and self‐built resources”, “service network”, etc. the digital library and information system will be established. The extension of digital library consortium resources and services will thus operate in a digital, networked environment. This paper provides information about the background, initiatives and the strategic plan of CALIS, illustrating how it operates and what it provides.

At the opening of the twenty‐first century, developments of digital libraries have been attracting the attention of many countries and Taiwan is no exception. The purpose of this article lies in delineating recent developments of digital libraries in Taiwan. This article first quotes a definition of a digital library, and based on this definition, an overview of some of the digital library programs in Taiwan is presented. These programs are divided into four categories: preservation of Chinese and Taiwanese culture; establishment of domestic research digital libraries; provision of foreign research digital libraries and integration of conventional and digital libraries.