Paper Number
ECIS2026-1373
Paper Type
CRP
Abstract
Strategic innovations in the context of IT outsourcing may contribute to business value and stimulate growth. Research reveals, however, that insights in business advantages remain relatively uncharted. Considering the disruptive effect that AI may have on firms, outsourcing AI solutions needs to be carefully governed. We used a qualitative single case study to explore the governance of AI outsourcing in the context of a large national rail infrastructure operator that outsourced AI solutions to two IT service providers. Our key contribution reveals two important outcomes. First, we find that triadic governed arrangements contribute to delivering business advantages. Second, we address how AI is governed in case of multiple providers. Our evidence shows that a triadic approach contributes to realizing business advantages for both client and providers that are in a competitive relationship.
Recommended Citation
Plugge, Albert; Beulen, Erik; and van Hillegersberg, Jos, "Exploring The Governance Of AI Outsourcing From A Client-Service Provider Perspective: Realising Business Advantages" (2026). ECIS 2026 Proceedings. 1.
https://aisel.aisnet.org/ecis2026/platforms/platforms/1
Exploring The Governance Of AI Outsourcing From A Client-Service Provider Perspective: Realising Business Advantages
Strategic innovations in the context of IT outsourcing may contribute to business value and stimulate growth. Research reveals, however, that insights in business advantages remain relatively uncharted. Considering the disruptive effect that AI may have on firms, outsourcing AI solutions needs to be carefully governed. We used a qualitative single case study to explore the governance of AI outsourcing in the context of a large national rail infrastructure operator that outsourced AI solutions to two IT service providers. Our key contribution reveals two important outcomes. First, we find that triadic governed arrangements contribute to delivering business advantages. Second, we address how AI is governed in case of multiple providers. Our evidence shows that a triadic approach contributes to realizing business advantages for both client and providers that are in a competitive relationship.
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