Cross-Border Communication and Service Provision within Silver Economy Domain: How to Sustain a Collaborative Platform for Seniors Services
Authors: Taivo Kangilaski, Ingrid Pappel, Markus Sihvonen, Marina Weck
Abstract: The paper examines technological and organizational complexity related to cross-border data exchange and communication among public entities, private sector and seniors on the platform called Silver Hub. We need to look at challenges raised while designing architecture and business cases supporting service provision within the silver economy domain. In this project we have identified the main obstacles related to creation of the sustainable business strategy for the collaborative platform during its development. It is relatively easy to create a sustainable software architecture for the platform. However, creating a sustainable business model is much more complex. In addition to the business plan, it also requires a well-thought-out architectural vision which responds to stakeholders’ requirements. In order to be competitive, transparent and compliant, it makes sense to pursue ISO 9001, which in turn leads to the need for risk-based process management and continuous improvement. To make the platform sustainable, the external context must be analyzed to identify risks and opportunities. Based on the business plan, the organizational objectives and KPIs must be developed. Taking into consideration the business objectives, the strategic action plan will be created. Additionally, the business processes must be analyzed to determine the bottlenecks and main obstacles to achieve determined KPIs and objectives. Identified risks should be evaluated and mitigation action ought to be planned, as well as processes must be changed accordingly. As process-based risks are related to people, partners, customers, assets, IT, documents, resources, legislation, etc., the risk management approach must be determined via an internal control system, which monitors business functions. Thus, the organization and processes supporting the developed platform are much more complicated and quite often such complicity is underestimated.Moreover, in Enterprise Architecture management we need to focus on topics like sustainable process management and continuous improvement, organization and competence management, documented knowledge management, IT and risk management.In addition, there is a clear need to understand the problems a service user or a service provider could encounter. Developed Silver Hub platform helps to distribute innovative solutions to the problems faced by the aging population helping seniors live more independent and comfortable life with the use of digital means. However, we see the platform is tackling the challenges to meet the seniors needs that the governments are currently facing. Involvement of the seniors and their representatives more in their co-creative activities and wider participation during the implementation stages of service innovation helps overcome the gap.Thus, this experience research paper presents main findings that occurred during different project phases, based on what we derived recommendations with a relevant business plan, which contributes to the enterprise architecture designing cycle. That also includes the understanding of the country-based specifics with respect to cultural, political and legal context. Additionally, we have designed a framework as a structure for building collaboration and cross-border data exchange between innovation actors within the silver economy domain in the Baltic Sea Regions.
Keywords: Ageing Society, Silver Economy, Digital Transformation, Digital Services, Cross-Border Services, Cross-Border Data Exchange
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