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Journals ACM SIGCHI Bulletin Volume 30 Issue 1

IT Outsourcing Some Implicationsfor BuildingUsable IT Systems Robert Pedlow and AnneMiller Introduction The increasing usage of interactive computer systems in major public and private sector corporations has been accompanied by a growing recognition of the benefits of usability to organisations (Bias & Mayhew, 1994). Twenty case studies summarised by Harrison, Henneman, & Blatt (1994) provide support for this view. Further, usability professionals have found that to successfully build usable systems, usability needs to be closely integrated with the information technology systems development process (Lindgaard, 1994). However, the increasing use ofoutsourcing arrangements for IT systems development presents substantial challenges to such integration. Overall IT outsourcing and it's consequences have generated a massive research literature that will not be reviewed in any detail here (for reviews, see for, example Lacity, Willcocks & Feeny, 1994). The majority of this work however does not address the issue of usability requirements and process in outsourced systems development, although concerns regarding quality have been identified (see, for example, Willcocks, Lacity & Fitzgerald, 1995). As part of the rationalisation in the Australian telecommunications industry, Telstra, Australia's major telecommunications company, is outsourcing its Information Technology Group. The purpose of this paper is to explore the challenges

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IT outsourcing: some implications for building usable IT systems

Pedlow, Robert; Miller, Anne
ACM SIGCHI Bulletin , Volume 30 (1)
Association for Computing Machinery – Jan 1, 1998

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