For building e-service systems, this paper discusses the difference between traditional system integration and e-service system integration. First, e-service systems should be planed by more than two companies who have different core competences. Second, project manager who builds an e-service system should integrate not only hardware nor software but also digital contents. Third, e-service systems are developed not for cost reduction but for customers’ satisfaction. Paying attention to these points, this paper presents components, risks, building procedure, and office role for building e-service systems, and reviews our experiences.
Tsuji, Hiroshi and Terada, Masato, "Building E-Service Systems:From Planning to Implementation" (2002). ICEB 2002 Proceedings. 4.