R é s e a u E u r o p é e n S e r v i c e s & E s p a c e

New Information and Communication Technologies Services and Space: Aspects of Interrelation A report on recent publications in SLOVENIA 1997-2001 Stare Metka Faculty of Social Sciences

Introduction
1. The typology of surveyed literature
2. Main issues addressed
3. ICT, new services and competitiveness
4. E-services, Internet
5. Introduction of ICT to the public sector
6. ICT and banking services
7. ICT and new forms of services management
Bibliography

Ljubljana, SLOVENIA

Introduction

As a point of departure, information and communication technologies and new services were used as the main key words to identify the body of bibliographic units, which fit under the selected RESER theme. Further, we applied other key words (service management, e-services, e-commerce and e-business, cyberspace and services) to capture relevant bibliographic units (BU) as broad as possible. Such ìframework listî of BU was scrutinised and narrowed down to come to the final list of BU, which was then surveyed. In that process we basically relied on short summaries, which was in some cases not very helpful. We tried not to include BU dealing with technological changes per se, but to concentrate on infrastructural role of information-communication technologies enabling new services, changing the traditional services and their distribution, creating new relations among suppliers and consumers.

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1. The typology of surveyed literature

In contrast to the survey of service literature prepared in 1999 and 2000 concerning internationalisation and cultural and institutional dimensions of services, the current survey reveals that there is a large number of bibliographic units (BU) published by Slovenian authors, which address new information and communication technologies and services. In the period surveyed (1997-2001) the number of relevant BU amounted to approx. 60 BU and has been steadily increasing. The bulk of BU on new information and communication technologies and services was published in 1999 and 2000 [1] . It seems however that the growing body of relevant BU in Slovenia is much more the consequence of a global trend towards the research of different dimensions of information and communication technologies (ICT) than of increased interest in the research of issues related to services. This is demonstrated further in the survey.

As to the type of BU, articles in specialised journals concerning informatisation and modern organisation take the lead. There are as yet no articles related to the above issues in general economic journals. Papers presented at specialised conferences and seminars also play important role in presenting different aspects of ICT and related services. Quite a few master degree theses on the topic reveal that there is increased interest among students for new services related to ICT although theses concentrate primarily on case studies of enterprises introducing e-services to their businesses or to relations with customers. Books, which would address new information and communication technologies in relation to new services as the main topic of discussion, are rather an exemption than a rule. There are some, which relate to different aspects of ICT uptake and introduction of information society. This reflects a certain lack of interest in the research of changes and new relationships pertaining to services, brought about by the emergence of new ICT.

A large number of BU is of informative and educational character and few are analytical, relying on theoretical concepts. Specialists for fragmented issues of the main topic prevail among authors, and only few of them discuss the theme in a more general context of ICT-services relationships. As a consequence, discourse and commenting of other Slovenian authors is lacking. There are several case studies of introducing ICT and new services to enterprises.

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2. Main issues addressed

The survey of service literature in Slovenia showed that the themes debated are very different, ranging from very general issues to narrowly specialized ones. In surveying and analysing the literature we could discern some issues, which have aroused largest interest in discussion and in accordance to that we organised the report below. The following issues have been debated most often in relation to information-communication technologies and new services: ICT, new services and competitiveness, introduction of ICT to the public sector, e-commerce and Internet, ICT induced changes in banking, ICT and new forms of services management.

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3. ICT, new services and competitiveness

The research of relations between ICT and competitiveness are dominating the issue while new services are usually not analysed explicitly. However, they are often implicitly taken into consideration within a broader context of ICT application and of information society introduction. The discussion on the latter has been reflected in a ìblue paperî on Slovenia-the information society (1999). It deals with very broad and complex economic, social and cultural issues of transformation of Slovenia into information society (awareness building, introduction of advanced information?communication infrastructure and services, knowledge and education, private and public sector). The paper argues that information society will not happen as an automatic consequence of development but requires broad social consensus and vision how to implement information society. Although the final objectives of establishing information society in Slovenia may be similar or the same as in other countries there is a need for difference in ways and methods to accomplish the transformation, which have to reflect Slovenian specificities.

The ICT ? competitiveness nexus is dealt with on macroeconomic (country level) and microeconomic level (enterprise level). In the first case, ICT is analysed from the point of view of catching up of transition economies with developed market economies through more rapid uptake of ICT. It is argued that the successful catching up is a complex and demanding process which requires a set of accompanying organisational, managerial and institutional changes if optimal benefits of new technologies are to be captured by transition economies (Bučar, 2001). Besides, this requires innovative and coordinated development and technology policies (Bučar, 1999). Macroeconomic aspects prevail also in the discussion of the crucial role of ICT for development of knowledge-intensive producer services. As pointed out by Stare (1999), the ICT bears multidimensional impact for producer services and via their linkages with manufacturing and other services it increases the competitiveness of the economy in general. The ICT improves efficiency and quality of existing producer services, it introduces new producer services and new distribution channels for the supply of services. ICT also facilitates outsourcing of ìnon coreî services thus significantly improving the competitiveness of enterprises.

The critical role of knowledge in advancement of producer services development and in introduction and application of ICT is strongly emphasized (Stare, Bučar, 1999). Empirical analysis indicates that the lack of adequate knowledge is the main impediment for faster introduction of ICT to Slovenian enterprises. Due to dynamic development of ICT skills need to be constantly upgraded and new knowledge acquired through life-long learning process. A comprehensive renovation of education is needed so that knowledge and skills of employees could match ICT requirements and take full advantage of ICT utilisation (Pucihar, 1997).

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4. E-services, Internet

The themes analysed under this heading are a kind of follow up of the previous heading. They relate mainly to the advantages provided by modern ICT, by Internet and e-services to enterprises, to public sector and to consumers, as well as to applications of these services to different business functions (distribution, marketing, supply chains). Again, improvement in competitiveness of enterprises and better quality of services provided to consumers through the application of e-commerce is stressed (Podlogar 1997, Gričar, 1999a, Logožar, 2000), particularly related to the reduction of costs and time needed for business transactions, better business logistics, decrease of mistakes. In that regard mention must be made of the empirical study on opportunities and threats of e-commerce based on the survey and questionnaire obtained from approx. 230 enterprises (Pucihar, 1999). The survey revealed that enterprises are aware of e-commerce benefits and believe that those, which will be the first in introducing e-commerce, will gain large competitive advantages over the followers. Safety of data, protection of privacy of transactions and of personal data is considered as the main factors hampering e-commerce in Slovenia. As to the factors which could foster e-commerce the following were attributed the largest importance: the use of secure electronic transactions standard, the diffusion of new digital media (e.g. interactive TV, mobile telephony), legal framework in the EU that encourages confidence in e-commerce (protection of consumers), competition among new suppliers of services. There are also several case studies of the use of Internet and e-commerce in enterprises, particularly in wholesale and distribution.

Marketing with new media is analysed from the point of view of building the relationship with customers through collecting data on potential customers. Direct marketing on Internet enables measurement of the response of consumers. This opens up opportunities for suppliers and for consumers while exposing suppliers to intensive competition (Podlogar, 1998).

The literature also deals with some specific areas of e-services application (e.g. Slovenian judicial sources on Internet (Lesjak, 2000), business portals as providers of complex services) and with different aspects of safety and of the protection of privacy related to e-services (Zimšek, 2000).

From 1996, there is an ongoing project on the ìInternet use in Sloveniaî [2] , which has resulted in substantial methodological, analytical and empirical work related to the evolution and monitoring of the Internet use and e-commerce in Slovenia (Vehovar, 1998). Each year a survey of the dynamics and main characteristics of Internet use is undertaken and it provides data comparable with international statistics on Internet use. It also provides solid basis for research and analysis of different aspects of Internet use by type of users (Vehovar, Remec, 1999, Vehovar, Jovan, 2000).

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5. Introduction of ICT to the public sector

That the discussion on the introduction of ICT and related services to the public sector is so important in Slovenia as shown in the literature survey might look as a surprise. However, apart for the importance of the public sector in Slovenian economy and the fact that public sector is the largest user of ICT there is also growing awareness of the inefficiencies of the public sector (particularly related to Sloveniaís accession to the EU and to harmonisation of its legal and institutional framework). Hence the growing interest in improvement of public sector efficiency related to opportunities provided by ICT.

The survey of literature emphasizes that modern ICT is only infrastructural precondition for change and renovation of processes in the public sector. Application of new ICT in public services in the first place requires better skills and investment in people. The implementation of renovation processes in public sector so far confirms that change is very complex, due not only to open questions related to the content of change but also due to resistance of employees. Only co-ordinated approach to informatisation and reforms of public sector and administration at al levels can improve the quality and efficiency of public services (Banovec, 1998, Setnikar-Cankar, 2001).

The traditional role of public administration as an investor and regulator is being abandoned and oriented towards developing efficient, cheap and user-friendly public services (Slovenia-the information society, 1999). Public administration has undergone reform already in the seventies with automatisation. To improve efficiency and quality of public services in the second half of the nineties public administration has to undergo informatisation, which in the first place requires renovation of structures and processes based on the introduction of advanced ICT (Vintar, 1998).

It is strongly argued that ICT is a lever to increase the quality of health and education services. Use of computer communication networks in education is put forward as an example Critical evaluation of contents and services of existing educational networks is presented with a view to redesign Slovenian education network (Batagelj, Žibert, Rajkovič, Šampelj, 1999). Further example is given by networks for physicians in Central Europe, which enable the exchange of information and experience contributing to improved efficiency of primary health care (Berčič et al., 2000). Other areas in which ICT enables the introduction of new services are also discussed: e-services of compulsory health insurance institute, services of public libraries. The latter case emphasises that not only the quality of library services is changed with ICT but also that services of librarians are transformed from the provision of standardized services for broad audience towards provision of services for target users (Snoj, 1999).

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6. ICT and banking services

As evidenced elsewhere in the world, financial services in general and banking services in particular are among the early uptakers of new ICT, due to large benefits expected. This trend has even intensified with the Internet and e-services. Although Slovenian banks lag behind developed countries' banks in the dynamics of introducing modern ICT and related services (Berdnik-Vozel, 2000) they are still quite ahead of other sectors of economy. It comes as no surprise that the opportunities and challenges of ICT application in banking services have attracted much debate.

The survey of literature reveals that several aspects are analysed. Internet banking is seen as the new distribution channel of banking services, which has many advantages, but the management of its introduction and of changes it brings is difficult (Bobek, 1999, Glogovšek, Beloglavec, 2000). New communication ways are established between banks and customers requiring adaptation in behaviour of both partners. Also advertising of e-banking and marketing of e-services has to be conceptualised in a different way as before ( Vokelj, 1999, Uljan, 2000). It seems however that for the time being branch offices supplying comprehensive range of services are the most important and most efficient distribution channel for banking services in Central European countries.

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7. ICT and new forms of services management

There is a general view that ICT enables the development of management methods and introduction of new management techniques. The introduction of new ICT requires constant innovation activities in organisation and in management (Bučar, 1999). Also, ICT has a central role in reorganising the division of labour in knowledge creation process. The introduction of ITC dismantles traditional managerial hierarchies necessitating flexible organisations (Močnik, 1999). Management of such changes poses major problems. Obstacles for successful implementation of new technologies in services management are evidenced and range from resistance of management and employees to resistance of changing the technology.

Regarding new managerial methods induced by ICT, reference is most often made to total quality management (TQM) and business process re-engineering (BPR). There are case studies of introducing BPR to Slovenian banks and its implications related to the transformation of business processes, to the new role of front-office and back-office tasks (Bobek, 1999).

Spatial and location aspects of new services are not dealt with in the Slovenian survey of literature apart for one article mentioning spatial aspects of telephone network. It points to the revolutionary character of mobile telephony for socio-economic and in spatial development (Kladnik, 1997).

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