IPORTA 2-Increasing the quality of IP advisory services to SMES...14 INNOSUP-4-2014:
26 1-Establishing services Enhancing the innovation management capacity of SMES in the Enterprise Europe Network...
and providing better innovation support services to SMES. In addition the analysis of current SME innovation activities and their future development are covered themes by innovation in SMES.
services, marketing etc.)is done. It will launch the company into new markets, promote growth, and create high return on investment.
which it is presented (new products, processes, design, services and technologies or new market applications of existing technologies).
and services as well as access to the financial facilities supported under Access to Risk Finance of this work programme. 6 For topic PHC-12-2014/2015,
The public supports‘SME innovation'with grants, subsidised loans, equity and a wide range of innovation support services.
However, SMES receiving innovation support often remain dissatisfied with the services they receive; while at the same time the public expects a higher return from the support provided.
established support services assist mainly clearly defined technical projects within single enterprises. Public support pays much less attention to the creation of favourable ecosystem for SME innovation in which public enterprises, SME intermediaries, direct and indirect customers, end-users,
Where appropriate, a highly specialised support service may be established at European level to complement existing national and regional services.
and regions to enhance their services through collaboration, peer-learning and uptake of new approaches.
and services that require combining different competences and innovative solutions. The development of new industrial value chains calls for the collaboration and integration of different innovation actors, including large enterprises and especially SMES, across different sectors towards the implementation of a joint vision.
Provide a clear and measurable contribution to the innovation performance of the supported SMES in the short-term as revealed by indicators such as numbers of new or significantly improved products (goods and/or services), processes, new marketing methods,
In particular, the services offered by this helpdesk should follow closely the recommendations stemming from a document prepared as a follow-up of the external evaluation of the Helpdesk.
The services offered by this helpdesk should follow closely the recommendations stemming from a Commission document prepared as a follow-up of the external evaluation of the Helpdesk.
and should follow the target group's demand for initial IPR services as established e g. through analysis of helpline requests,
or feedback from trainings and from cooperating business services organisations. Depending on the demand of the target group the activities may be provided in the most demanded EU languages.
Establish support services and cooperation structures with intermediaries (like the regional consortia of the Enterprise Europe Network
IPORTA 2-Increasing the quality of IP advisory services to SMES Specific challenge: Managing Intellectual Property rights (IPR) is a difficult task, especially for Small, Medium and Micro Enterprises (SME) or individual inventors.
and 4. National Intellectual Property Offices (NIPOS) would provide better IPR services to SMES. Scope:
and provide better services to SMES, including providing information on the business use of European level rights (Unitary Patent,
or individual inventors and how to offer services to this target group. The initial pilot implementation of new services by NIPOS can be included as well as the update of the analysis of current SME needs for IPR support services.
The future beneficiary consortium should take care of the joint website www. innovaccess. eu. Upgraded or new services and trainings for the target group will be provided by the national IP offices to be implemented either by the NIPOS themselves or by the business support providers.
Where needed professional legal attorneys should be trained to tailor their advice and to build IPR strategies matching the needs and resources of SMES.
and expand business support service providers'intellectual asset services in conjunctions with NIPOS. 70%of the provided grant should be spent on joint actions described above directly with the national IP offices using the provisions of financial support
and exchange materials with other Commission services IPR projects: IPR helpdesks and the transatlantic portal.
Upgrade or create new services and trainings for the target groups according to the needs of SMES.
or indirectly benefitting from the upgraded or new services and trainings. Existing IP, like the common website (innovaccess),
skills and innovation support services from both public and private service providers across Europe more effectively accessible for SMES."
and award the label might provide services to participating managing entities of innovation voucher programmes which enhance the quality of delivery
and quality of services available to SMES, Enhance the opportunities of excellent researchers and other specialists to transfer their knowledge transnationally
and SMES benefitting from support the programmes still often remain dissatisfied with the services received17.
Innovation support services are addressing this challenge traditionally by two interventions that are combined often:(a) the provision of networking space for personal meetings
'Social media and other web-based services challenge these existing approaches and ask for their revision. The british‘connect'platform is the first publicly financed innovation platform on the web that creates a protected space for companies to display their competences, interest and skills,
In that respect they could benefit from a new generation of support services that assist to create value from online collaboration with a group of contacts
make such new services accessible for enterprises in sectors that are typically not yet benefitting from innovation support;
curriculum and training courses for staff currently providing brokerage services in established networks or SME agencies.
Tests of services shall be undertaken on platforms that are open and bring together already a critical mass of enterprises and innovation stakeholders.
New services assisting online collaboration for innovation help SMES to access a broader range of potential innovation partners and mobilise them in a timely manner for concrete projects.
but not limited to the services of Enterprise Europe Network is enhanced. Resources in public innovation support are reoriented from information and brokerage functions
and will be implemented by the Commission services. HORIZON 2020 WORK PROGRAMME 2014-2015 Innovation in SMES PART 7-Page 20 of 35 Open innovation can be an important lever for growth for SMES.
and the services supporting them professionalised. At the same time financial and management reporting need to catch up with the logic of open innovation.
-initially proposed services to be developed to the target group and to a relevant part of the legal profession;
IPORTA 2-Increasing the quality of IP advisory services to SMES INNOSUP 6 2015: Capitalising the full potential of online-collaboration for SME innovation support INNOSUP-7-2015:
1-Establishing services Enhancing the innovation management capacity of SMES in the Enterprise Europe Network Lack of innovation management capacity is recognised as an important barrier to creating economic impact (competitiveness, growth and jobs
and coaching services to beneficiaries to address this need. The Enterprise Europe Network is a European-wide network of public
public-private and private providers of support services to SMES established for the period 2008-14 under the Competiveness and Innovation Framework Programme (CIP.
A large number of members in the network provide already a range of innovation support services.
The network is most well-known for services related to partnering for business and innovation. The Enterprise Europe Network is a
therefore a suitable structure to introduce services Enhancing the innovation management capacity of SMES and make available to SMES higher quality innovation support services where these are absent or unaffordable on local markets.
It is proposed that all information and partnering services of the network, including those specific to Horizon 2020,
will be financed under the COSME programme in order to reduce the administrative complexity of projects. A contribution of Horizon 2020 to the Network should exclusively be allocated to new and additional innovation support services,
like those enhancing the innovation management capacity of SMES. This action will establish and provide the above mentioned services addressing in general SMES with significant innovation activities and in particular the beneficiaries of the SME instrument.
The services will be provided in the current Enterprise Europe Network in the year 2014 and as distinct element of the Enterprise Europe Network (2015-21.
To that end the action is broken down in two elements: I. Service provision in 2014 In 2014,
a gap analysis and the provision of 5 days of targeted services to address recognised gaps.
This open call will include the requirement‘Provision of services to enhance innovation management capacity of SMES,
and its services in the regional ecosystem of SME support in order to minimize market distorting effects.
and profitability of SMES receiving the services as compared to a control group. Innovation processes will be conducted more efficient and more effectively.
Indirect impact is expected from the introduction of high quality innovation management capacity assessment and support services in all regions across Europe.
Several Member States have integrated services provided by the IMP rove academy in their national/regional SME support system
The IMP rove European Innovation Management Academy has the potential to assist the delivery of the coaching and mentoring services related to the SME instrument in three respects:
and the‘services enhancing the innovation management capacity of SMES'.'To cover specific costs of operation,
and the services‘enhancing the innovation management capacity of SMES'Furthermore the support provided would secure the quality of the benchmarking by accelerating the inflow of new data sets allowing to replace the oldest data collected in 2008/09.
Indirect impact is expected from the introduction of high quality innovation management capacity assessment and consulting services in all regions across Europe.
and methods for European innovation and SME internationalisation support agencies to provide better services to their clients that allow them to capture the potential of reverse innovation.
and services that are attractive to customers, and can make a business stand out among the competition.
Making such support services available more widely will improve business'ability to use design as a driver for innovation.
Enterprise and industrial innovation opportunities, in terms of products, services and organisational innovation, and innovation processes are getting more diverse by the integration of advanced IT and internet.
and trends in Europe as well as enhance learning across the EU, Associated Countries and between the relevant stakeholders (National authorities and support services).
and will be implemented by the Commission services. 26 This activity directly aimed at supporting the development
and will be implemented by the Commission services. HORIZON 2020 WORK PROGRAMME 2014-2015 Innovation in SMES PART 7-Page 33 of 35 Indicative budget:
Turning innovative ideas and breakthroughs into new products and services also helps European competitiveness, growth and jobs.
At the same time, research and innovation help make people's lives better by improving things like healthcare, transport and digital services.
Europe's future economic growth and job creation must come from innovation in products, services and business models.
and aquaculture must be addressed, covering the whole food chain and related services, whether conventional or organic, from primary production to consumption.
http://tinyurl. com/ats7gzj The Importance of Energy Lighting, heating, transport, industry without energy, we would have none of these essential day-to-day services.
A common EU energy policy has evolved around the common objective of ensuring the uninterrupted physical availability of energy products and services on the market, at a price
Other institutional deficiencies in the system concern technology transfer services and innovation management consultancy. 3. The innovation process of SMES and typical problems This chapter is a summary of typical
the survey in Upper Austria, covering the manufacturing sector as well as producer services, was conducted in 1998.
SMEPOL-survey Upper Austria. products or services, without being able to substitute for other products
, personnel problems in the electrical equipmentand-electronics industry, lack of funds and dependency on clients in the case of producer services.
however, that organizational improvements could lead to an increase in the time available for innovation activities. 4. Support services offered by the investigated instruments 4. 1. Regional technology centres From the six technology centres in Upper Austria
and related services, exclusively focusing on this technology field. The SWP was founded in 1987, initiated by a department of the University of Linz (Research Institute for Symbolic Computation.
They rarely perform additional functions like innovation consultancy or technical services. These centres are located in Linz (with 46 firms and organizations
and consulting services. There are hardly any manufacturing companies and only a few high-tech firms. The R&d intensity is rather low.
Services or functions which are less profitable are performed not which restricts the potential of these centres to support innovation activities of firms internal and external to the centre. 4. 2. Direct financial innovation support The Austrian Industrial Research Promotion Fund (Forschungsfo
Mostly the services of the centres are used only by the firms which are located there. The centres confine themselves, intentionally or actually, to the function of incubators (see also O sterreichisches Institut fu r Raumplanung, 1998.
and do not indicate further services supporting their innovation activities. Table 4 shows that the use of technology centres is less frequent than the participation in direct support programmes.
using regional centres'6. 4 25.0 services a Source: SMEPOL-survey Upper Austria. as an indication of the innovation support schemes not targeting the most important needs of the SMES.
or using services of Upper Austrian technology centres 6. 7 20.0 73.3 Radical innovatorse 17.1 29.3 53.7 Incremental innovatorsf 16.0 40.0 44.0 SMES
As far as the co-funding of external consulting services is concerned, however, the clear majority of SMES did not think that the support improved their ability to innovate significantly.
investments Funding of personnel 50.7 54.2 Funding of external 31.3 33.3 consulting services Provision of technical 18.2 know-how Technical services 9. 1 Provision
and technical services is concerned. Such services are provided either not or of little value for the firms.
The provision of infrastructure seems to be taken for granted by firms located in the centres or they do not think that this has a positive influence on their innovation activities.
if they would offer additional services like innovation consultancy, knowledge transfer, and mediation of risk capital.
The ranges of products and services of the SMES responding to the SMEPOL survey in Upper Austria show that the FFF reaches disproportionally higher-technology firms.
and services (frequently software) while only 19 belong to the metal-and-steel industry, metal products, plastic products,
Support services targeting these deficiencies are still missing. The support instruments in Upper Austria direct support as well as technology centres lack effects regarding strategic weaknesses, technology, innovation networking,
This impedes the provision of important but not or insufficiently profitable innovation services. Most Upper Austrian technology centres (except for the research activities of SWP and FAZAT) concentrate on services
which can easily be put on the market. Therefore, important support services are offered not or are in short supply,
because they do not yield immediate or sufficient returns. In the case of direct support there is the problem that certain barriers constraining innovation cannot be targeted directly by financial means.
technical services, technical know-26.9 10.3 Technological problems: lack of technical know-how, how inavailable or too expensive technology Manpower effects:
Considering the modest effects of technology centres regarding technical know-how and technical services the cause is not only insufficient or inadequate supply but also the lack of demand.
in the‘New Economy'innovations would contain the introduction of new software products and services or the development of new customer segments.
Examples for a higher degree of innovation would be products and services which are new for the market
and Borrás (1997) as a policy‘that explicitly aims at promoting the development, spread and efficient use of new products, services and processes in markets or inside private and public organizations'.
which produce specialised knowledge and trained personnel, industry associations offering specialised services or financing institutions such as venture capital fonds and business angels.
which renders firms with complementary products and services more competitive through cooperation, and of untraded interdependencies (Storper 1995) such as the effects of embeddedness and localised learning.
The technological development worldwide (increasing importance of sectors like biotechnology, internet services etc.;dislocation of emphasis from hardware to services) was a benefit for Boston that‘was poised ideally to take advantage of the rise in returns to skill that so marked the last quarter of the twentieth century.'(
'Glaeser 2005: 151. Contrary to regions such as North Jutland or Bremen, policy and governance is of no greater importance for regional development.
These market or structural changes can be seen as main external triggers for change and the search for and the acceptation of new market opportunities and the change of technological focus (lately, emergence of biotechnology and internet services.
services for enterprises Number of employees in the 14 lead and growth sectors 93.500 1, 20 (1, 0) Regional importance of the 14 lead and growth sectors=specialisation
With this framework Bremen is putting a main emphasis on developing new innovation fields like T. I. M. E. telecommunications, information technology, multimedia and entertainment), health care services and environmental economics etc.
This is ac 47 companied by special support services for firms planning to localise in Montpellier (Lasch 2006.
The latter refers to a remarkable birth and fast growth of firms specialised in producer services due to, for example, the outsourcing of activities before and after the production process or the emergence of new needs for, e g.,
, products, services Industry resources Age, size of industry base, technology orientation and level of technology use‘Curiosity',i e.,
A National and International Comparison of Collective Learning in High-tech Manufacturing and Services. In: V. Lo and E. Schamp (eds.:
In the past year, Hungary has progressed mainly on Connectivity (Fixed broadband services are available to 94%of homes,
only 5%use cloud services, while 8. 9%use social media, among the lowest in the EU). Hungary falls into the cluster of low-performance4 countries, where it performs above average.
Fixed Broadband subscription (lower values are better) 1. 6%(2014) 18 1. 7%(2013) 17 1. 4%(2014) Fixed broadband services
%Cloud services (5%)or social media (8. 9%)in Hungary is among the lowest in the EU. Without digitisation
products and services. Investment and input Performance/economic output Research R&d intensity 2011: 1. 21%(EU:
Employment in knowledge-intensive activities (manufacturing and business services) as%of total employment aged 15-64 (0. 7%)Scientific publications within the 10%most cited scientific publications worldwide as%of total
In particular, the country shows significantly lower values on the patent applications and knowledge intensive services export indicators compared to the EU average.
Composite indicator of structural change 41.7:::46.2:::50.2::1. 9 48.7 11 Employment in knowledge intensive activities (manufacturing and business services) as%of total employment
1%)Business enterprise researchers (FTE) per thousand labour force (10,1%)Employment in knowledge-intensive activities (manufacturing and business services) as%of total employment aged 15-64 (0,
6. 7: 10.5: 16.4: 13.7::12.7 14.4 13 Knowledge-intensive services exports as%total service exports:::
Composite indicator of structural change 41.7:::46.2:::50.2::1. 9 48.7 11 Employment in knowledge-intensive activities (manufacturing and business services) as%of total employment
ICT and E-business Impact in the Transport and Logistics Services Industry Study report No. 05/2008 This report was prepared by Consultrans on behalf of the European commission, Enterprise & Industry Directorate General, in the context of the"Sectoral E-business
This report presents the results of a sector impact study, focusing on electronic business in the transport and logistics services industry.
For detailed advice on corporate planning, business processes and management, technology integration and legal or tax issues, the services of a professional should be obtained.
services industry (TLS. The study shows how companies in this sector use ICT for managing their business processes, internally and in exchange with suppliers and customers.
enabling the movement of goods, services and people as efficiently as possible. The transport sector in Europe plays a significant role in its economic development.
The challenge for the European policy for transport services is to find solutions for freight
and usage in transport and logistics services ICT can have a significant influence on the mobility of people
for 21%of employment) said that they used Voice-over-IP services. It can be expected
The percentage is higher among medium (33%)and large companies (66%).45%of companies said in the survey that they had outsourced ICT services to external service providers in the past 12 months prior to the interview
The special role of this subsector in this context is that its business is exactly to provide these services to other industries.
provider of e-services. In all cases, ecommerce is in this sector closely linked with the objective to optimise business processes:
30-35%said that they allowed customers to order services online. This appears to be E-business in the transport
US transport services companies According to the survey, US companies from the TLS industries are equipped slightly better with ICT infrastructure and systems than their European counterparts.
and implications of ICT and e-business practices in the transport and logistics services (TLS) sector. 3 It describes how companies in this sector use information
and logistics services. Chapter 3 describes the current state-of-play in e-business in this industry,
"The services of the Sebw are expected to contribute to these goals in the logistics and transport sector.
27.51+52--3 Furniture 36.12-14--4 Retail 52 2004,2003 5 Transport and logistics services 60,63 (parts thereof)--6 Banking 65.1 2003
devices and services used for data processing (the information side of ICT) as well as telecommunications equipment and services for data transmission and communication (the communication side).
The EU ICT market according to EITO (2007) Market segment Products/services included (examples) Market value for EU (2007)( EITO estimate) ICT equipment Computer hardware, end-user
System and application software €76 billion IT services Consulting, implementation and operations management €140 billion Carrier services Fixed voice telephone and data services, mobile telephone
services, cable TV €293 billion Source: EITO 2007 In its widest sense,'e-business'refers to the application of these technologies in business processes,
and products or services of excellent quality but also the ability to communicate effectively and cooperate with business partners and potential customers.
While the narrow definition focuses on'internet transactions'alone, the broad definition defines e-commerce as"the sale or purchase of goods or services,
The goods and services are ordered over those networks, but the payment and the ultimate delivery of the goods or service may be conducted on-or offline"(OECD, 2001).
the sale or purchase of goods or services, whether between businesses, households, individuals, governments, and other public or private organisations, conducted over computer-mediated networks.
& logistics services industry The conceptual framework outlined is mostly applicable to e-business in the transport and logistics services industry.
the management of logistics services is the vary nature of the business activity; ICT are used mainly to support the management of complex logistical processes (e g. for fleet control in larger transport firms with a large fleet of vehicles.
In passenger transport, by contrast, online passenger services are a key issue in this sector, notably the online provision of tickets.
E-business in the transport & logistics industry 23 2 Context and background 2. 1 Sector definition scope of the study The transport and logistics services sector has not been covered by earlier sector
The availability of high quality transport and logistics services is of paramount importance for growth and competitiveness of the European economy.
While the transport industry services other sectors, ICT and e-business have a crucial importance for the competitiveness of European transport companies themselves.
thus, improve the quality of their services. This has an impact on the European economic development as a whole.
interurban 49.2 Freight rail transport 49.3 Other passenger land transport 49.4 60.24 Freight transport by road and removal services 52 63 Warehousing
enabling the movement of goods, services and people as efficiently as possible. The transport sector in Europe plays a significant role in its economic development.
Road transport services account for 1. 6%of the EU GDP and give jobs to 4. 3 million people. 20 The whole economy
such as a reduction in heavy bulk transport and the increasing importance of door-to-door and justin-time services,
on the other, antediluvian freight services and decrepit suburban lines at saturation point, with commuters jammed into crowded trains
integrated short-sea shipping connections that provide door-to-door services which can match or better those offered by road-only journeys.
During the last decades the information and communication technologies (ICT) did also influence this transport mode significantly resulting in the realisation and implementation of so-called River Information Services (RIS:
information services to support traffic and transport management in inland navigation. Based on the EU RIS Directive 28 COM (2006) 336 final.
River Information Services can provide benefits both for public authorities and for commercial enterprises in the transport and logistics sector (shippers, carriers, logistics operators, ports and others.
The availability of high quality transport and logistics services is of a crucial importance for the competitiveness of the European economy.
and of the Council of 7 september 2005 on harmonised river information services (RIS) on inland waterways in the Community. 32‘Co-modality'means the efficient use of transport modes operating on their own
The efficiency of the system and the integration of transport services are advanced not as as they could be.
For instance, large carriers provide comprehensive logistics services integrating more modes, because this provides them competitive cost advantages.
the Commission has run the Marco polo programme to provide support to commercial operators setting up services which focus on modes other than road.
Marco polo funds may be used to support the initial operation of new services, although these should become self funding once established,
whereby shippers buy multifunctional logistics services from external service providers (such as third-party logistics providers). In recent years, this co-operation between shippers and service providers has become more long-term in nature
EU policy and financial programmes for regional development and research provide significant resources for the renewal and innovation of urban transport infrastructures, technologies and services in many European cities. 48
the use of ITS ensures a better management of operations and new services (fleet management,
and provide new quality services for mobility of people and goods. For instance, the railroads, have fortified RFID with even more advanced technologies,
thus, the quality of their services. The emergence of new technological solutions, such as the Galileo satellite navigation system50 and European Rail Traffic Management System (ERTMS) are creating major 50 Galileo is the informal name for the European Global Navigation Satellite system (GNSS),
emergency services and commercial services in the ITS field. modes is a prerequisite for efficient logistics.
The accessibility and the numerous opportunities to creatively use the Internet has brought many implications to the organisations core business processes to generate enormous benefits in terms of performance as well as provide greater value-added products and services.
, Trade and Services, 28/2006. E-business in the transport & logistics industry 39 Over the last few years firms operating in the transport
Low-cost access to the Web and the dissemination of e-business technologies provide firms with a tool to satisfy customer demand by using traditional services in conjunction with growing information-based services.
"or"3pls"that provide a wide array of services and functions. In addition to packing and staging pallets, contemporary warehousing facilities offer light manufacturing,
Internet access Internet access is seen more and more as a vital utility, such as water or electric services. The prominence of the internet among all computer networks is evident
Internet access with Transport & logistics a maximum bandwidth of services (TLS) Companies with internet access<144 kbit/s<144 kbit/s 2 Mbit/s>2 Mbit
Some Voip services offer features and services that are not available with a traditional phone,
A major development starting in 2004 has been the introduction of mass-market Voip services over broadband Internet access services, in
directory services and vertical-specific applications. In addition, Voip is a standard, open protocol, allowing companies to build their own audio applications
Sectoral e-Businesswatch (Survey 2007) 13%of all companies from the sector (accounting for 21%of employment) said that they used Voice-over-IP services (see Exhibit 3. 1-7). Yet,
where 26%reported using Voice-over-IP services. Curiously, the reported usage of this technology by the medium-sized firms is lower than that from the micro enterprises.
and ICT skills (e-skills) are thus fundamental for the further enhancement and development of knowledge-intensive products and services,
services Companies saying that ebusiness developments have a significant impact on skills requirements Weighting:%%of empl.%
employing IT practitioners significantly increased the company's propensity to use ICT to develop new products and services.
Sectoral e-Businesswatch (Survey 2007) 3. 2. 2 Outsourcing of ICT services and ICT investments Outsourcing Outsourcing is considered a useful way to provide immediate ICT and e-business
a new breed of outsourcing services are being introduced to managing high-volume Web sites and their interactivity.
whether they had outsourced any of their ICT services, which had previously been conducted in-house, to external service providers in 2007.
E-business in the transport & logistics industry 48 outsourced some services in 2007, whereby medium and larger companies generally tend to outsource more of their services (66%)than smaller-sized ones (43%)(see Exhibit 3. 2-1). Interestingly,
this share is higher for medium companies (72%)compared to large-sized firms (66%).%The small share of micro and small CE enterprises saying that they employ ICT practitioners can be explained by the fact that it seems to be more economic for smaller companies to outsource ICT services (e g. desktop management
or web hosting) than to employ their own ICT practitioners. The case study AIT (France) confirms this observation (Section 5. 2). The choice of a small company as a solution provider allows the AIT to achieve great benefits.
Concerning countries, Spain shows the lowest average of firms having outsourced any ICT services to external service providers (only 24%of sectoral firms,
and services and more active in adopting such innovations in other sectors of the economy,
Despite being unheralded relatively, in this era of technologies such as XML services the Internet and the World wide web, EDI is still the data format used by the vast majority of electronic commerce transactions in the world.
Transportation or logistics services companies providing real-time information in a customized way, can become an integral part of their customers'supply chains,
and related services in the EU and EFTA. 78 The objective for the project is to make a finalised standard on"Application interface definition for Electronic Fee Collection (EFC) based on Global Navigation Satellite systems
they are said to have low interoperability. 77 According to the European Interoperability Framework for pan-European egovernment services,
and other related services anywhere in Europe has been tested successfully pilot at five European sites. Existing travel and transport information services often lack data outside a limited range of general facts.
In addition they tend to employ a variety of user interfaces and service delivery platforms. This limited content and lack of standardisation have been major limiting factors in their attraction to users,
inhibiting the wider spread of useful, real-time location-based information services. Participants in the IST-funded IM@GINE-IT project (www. imagineit-eu. com) aimed to overcome such limitations by developing a platform that had to function in real-time, offer multimedia, intermodal transport information,
as well as having developed information services for multimodal forms of transport. That the participants have achieved largely their aims is a credit to the cooperation between the various partners involved,
By communicating with Web-based services hosting the relevant information, the IM@GINE IT device offers an integrated routeguidance system
and other important services, as well as assuring quality in the performance of their functions. Subscriber and Relying Party Costs:
and provide new quality services for mobility of people and goods. Using RFID, companies can track
The highest percent of those firms (77%)said that they use RFID technologies to manage goods, products and services inhouse.
Outsourcing of ICT services could be a viable alternative to buying ones own system. Thus, this is then one of the main challenges for further expanding B2b e-business activity,
or internet-based services for eprocurement (see Exhibit 3. 4-1). This shows that there is a gap between the percentage of companies placing at least some orders online (41%)and those that use special software for this (20%).
The digital back-office integration of procurement related processes (all the way from ordering to the receipt of goods/services) is probably not in advanced state in these cases.
and will be able to call on reliable and reusable tools and services. In short, they will become breeding environments for sustainable virtual organisations (VOS.
so it follows that the processes and services which support this trade, such as logistics and warehousing, is also moving online. 41%of all firms active in the TLS industry said that they place at least some orders to suppliers online.
Exhibit 3. 5-2 Companies placing orders online Companies that order of goods online Transport & logistics sector (TLS) Companies ordering supply goods or services online
The e-services project, launched by Fret SNCF in 2006 is part of this new strategy
The Clic Services Fret SNCF portal went live in July 2007, providing four major e-services to customers allowing them to directly order transport services on the Internet (Commande@RESAFRET),
follow transport progression in real time (Info@RESAFRET), transmit their transport documents (e-LV) and consult their invoices (Info Facture).
The Clic Services Fret SNCF portal was developed using PHP and Dot net languages. Security is guaranteed via SSL encryption of information and via a dedicated login and password for each user.
and logistics services (for all kind of goods) located near Lyon, in France. AIT, employing 42 people, faces huge competitors precisely like Geodis as well as a myriad of small companies.
-which provides the organisation of Euronational transport services throughout Southern Europe (AIT has generated, employing 42 people,
In addition the out-sourcing of logistics services by companies to subcontractors adds to the numbers of commercial vehicles accessing the city
and Services (ITS) are potential means to help in solving all five key challenges identified for European owns and cities.
and developing new marketing strategies. 107 E-business leads to a fundamental shift in the structure and services of transportation and logistics businesses.
It also allows companies to develop new, value-added services such as automated track and tracing systems, monitoring of document processing, security and non-repudiation.
of orders Transport & from customers online Logistics Sector Companies whose customers can order goods or services online<5%5-10%11-25%26-50%>50%Weighting
thus ensuring that the passenger can travel without problems using the services of multiple public transport companies.
%In some service sectors, in particular, CRM is a key application for many of the larger companies, for example in telecommunication services (48%)and in the tourism industry (23%.
the Logistics services sector has a relatively bigger percentage of firms in the high internet usage by employees cluster.
60 70 80 90 100 Goods transport Passenger transport Logistics services 1. Low 2. Medium 3. High The next chart (Exhibit
and e-business technologies and services among firms in the economy at large is a striking example of the possible dynamics of technological change
and related logistics services sector alone. 112 Hence our empirical analysis must focus on the more broadly defined sector transport
and related services can be employed as an argument in favour of looking at the data at a somewhat higher aggregation level than the one envisaged for the qualitative research reported elsewhere in this text. 112 NACE 1. 1 defines the transport and logistics services sector
Employment growth, transport and logistics services in EU-15 member countries, 1980-2004 (annual average growth rates, various sub-periods) 1. 1-0
Average working hours per employee in transport intermediation services, EU-15 member countries, 1980-2004 (annual average growth rates, various sub-periods)- 0
Similarly, employing IT practitioners significantly increases firm's propensity to use ICT to develop new products and services.
a supplier of transport and logistic services located in France near Lyon, decided to implement a new transport and warehouse management solution.
Clic Services Fret SNCF: Improving customer service through the deployment of an e-service portal at Fret SNCF, France.
N c. Cammack & Son provides transport, distribution and warehousing services to the UK and Europe.
AISA operates in different areas of the road passenger transport services including: regular road passenger transport, interurban regular road passenger transport, urban school bus services.
One of the main aspects of the market in which AISA operates is that in Spain the operation of regular public passenger transport services by road is regulated by E-business in the transport & logistics industry 123 administrative transport
concessions, controlled by the public authorities. Normally the companies compete to obtain these long term transport concessions presenting their service proposals
In the evaluation process to obtain new line concessions there have been traditionally some important factors like the vehicles characteristics, additional services, transport security, etc.
and data on passengers, sales figures, etc. for consolidation, settlement and result evaluation of services and operations.
Operations Human resources Vehicles Services Cash management Accounting systems Reporting systems Ticketing systems (sales) The system has been customised to the company needs for reporting, accounting, controlling sales, information analysis
It also reduced the response times to internal and external changes that affect the company services and operations.
and logistic services located in France near Lyon with 60%of its turnover generated on the international market.
The company employing 42 people provides Euro-national transport services with pick-up trucks and distribution partners throughout Southern Europe including Italy, Spain, Portugal, Belgium, Switzerland and France.
Case contact*Information systems Françoise Arnaud, Director of Information technology AIT 5. 2. 1 Background and objectives AIT is a supplier of complete logistics services for all kind of goods with its headquarters
It provides the organisation of Euro-national transport services with pick-up trucks and distribution partners throughout Southern Europe including Italy, Spain, Portugal, Belgium,
accounting and the commercial services. Future developments planned for the solution are to automate the integration of tracing information provided by the shipping companies affiliated to INTTRA allowing AIT to provide track
and trace services to its customers in the future. 5. 2. 3 Impact AIT is satisfied very with the implementation of the solution.
and enables the operation services to manage files with precision, while generating information that allow a clear analysis of the transportation process.
ALSA operates in different areas of the road passenger transport services like: regular road passenger transport E-business in the transport & logistics industry 134 discretionary road passenger transport regular special road passenger transport services.
ALSA also operates in urban and interurban passenger transport routes. The main market in which ALSA operates is Spain, in
The regular passenger transport services in Spain are regulated normally by public authorities, so in this area the competition is for the market not in the market.
The main activity of ALSA is the operation of regular road passenger transport services (bus
The system includes features that allow naming the different services, controlling de execution of tasks
and improve the user experience with the transport services (convenience, comfort and economy). The resource planning system has helped ALSA to reduce costs of € 4-5 million (estimate) due to improved control and planning of operations.
and services productivity, using the alarm controls and the intelligent incidence management and real-time analysis tools.
Interview with ALSA Development Director and ALSA Central Services Director (Madrid, 2008) Websites: ALSA, http://www. alsa. es E-business in the transport & logistics industry 139 5. 4 CEMAT (Italy) Abstract CEMAT (Combined European Management and Transportation
and to support new innovative IT solutions that improve the company's operational efficiency as well as services delivered to the customer.
quality of services and communication with customers, suppliers and partners. Following an analysis of existing systems and current processes in place,
Romanian Railways) aims to continuously improve its services by better adapting them to the needs of their customers.
CFR Calatori, responsible for passenger services; CFR Marfa, responsible for freight transport; CFR Infrastructura, responsible for managing the infrastructure of the Romanian railway network;
which is in charge of delivering all IT services to the railway companies). The main requirements for this solution defined by the passenger rail company CFR Calatori were to have an electronic system with at least 3 functionalities:
For a nationwide system, a unitary hardware and standard software architecture has been chosen to offer long-term benefits, like improved technical support, technical operating services and reduced TCO (Total Cost of Ownership.
20 million euros for the hardware including the services and 5 million euros for the application software and deployment.
of secure seat reservations and of additional services like the ability to reserve a journey and pay at a later time.
the marketing department can better adapt future services to passenger needs. Thanks to the statistics provided by the data warehouse,
The implementation of this flexible solution also allows implementing a couple of future services, like the deployment of a Web service for ticket reservation and selling, that can be connected to international travel agencies. 5. 5. 4 Lessons learned The project is considered a major success at CFR Calatori as its objectives have been achieved
Future e-services can be deployed progressively with this platform to provide more and more advanced solutions to railway passengers. 5. 5. 5 References Research for this case study was conducted by Caren Hochheimer
Fret SNCF has implemented recently an electronic (e-)portal (Clic Services Fret SNCF. This solution allows customers to track orders,
Responsible for Service Offering and E Services at Fret SNCF 5. 6. 1 Background and objectives Fret SNCF handles freight carriage for SNCF (Société Nationale
Fret SNCF is making a transition from a productionoriented approach to an approach emphasising services and results.
The e-services project, launched by Fret SNCF in 2006 is part of this new strategy
1. Catch up with competitors who offer e-services and additionally provide a couple of free services through an e-portal. 2. Get a competitive advantage by providing innovative value adding services to match specific needs of specific customer segments (customers will have to pay for these services
) 3. Increase productivity and turnover through automating internal business processes and getting accurate and correct information about transports. 5. 6. 2 E-business activities Providing accurate information to customers is fundamental in the transport sector.
Fret SNCF therefore considered an investment in e-services to be of strategic importance. While the company started some isolated e-services initiatives in 2005
it decided to launch a 4-year programme for e-service development and deployment at the beginning of 2006.
The first phase of this programme was aimed at deploying a couple of basic services allowing customers to track orders,
The project E-business in the transport & logistics industry 151 started with a detailed customer needs analysis. The outcome of this market analysis was a roadmap for future services to be developed before the end of 2009.
The development, testing and deployment of the portal and the first bundle of services took seven months.
The Clic Services Fret SNCF portal went live in July 2007, providing four major e-services to customers allowing them to track orders,
follow transport progression in real time, transmit their transport documents and consult their invoices. SNCF Fret invested approximately one million Euros in this first phase of the project.
The Clic Services Fret SNCF portal was developed using PHP and Dot net languages. Security is guaranteed via SSL encryption of information and via a dedicated login and password for each user.
SNCF Fret customers can now log on to a Web platform that allows them to access the four different services that carry the following functionalities.
Commande@RESAFRET enables the customer to directly order transport services on the internet. Each customer possesses a personalised online catalogue that details the respective transport terms negotiated.
One weakness of the e-services solution is that the information provided to customers is captured manually by a multitude of persons at all stages of the transport process
'The development of these services highlighted the poor quality of information available at Fret SNCF'explains François Rannoux, responsible for the development of e-services at Fret SNCF.
and that are adapted to the necessary information provided through the e-services. The development of e-services accompanies the reorganisation of the SNCF Fret
and is a driving force for improving data entry quality. Today, the e-services portal is operational
and the project team is working on the future developments planned. The main deliverables planned for 2008 are as follows:
and publish the data on the website. 5. 6. 3 Impact The e-services solution affects the whole company and its working processes:
With e-services, the management and correctness of the information is as important as the rail service itself.
A detailed customer satisfaction survey planned for October 2007 will bring more information on the customer adoption rate of these new services. 5. 6. 4 Lessons learned from case study Fret SNCF The implementation of this e-business
project has shown that it is particularly important to consider the quality of information provided through e-services.
Compliance of e-services to target customer needs is a key success factor and an investment in market analyses and customer surveys of the solution is very important.
E-business in the transport & logistics industry 153 The final key point is to consider the sales channel of e-services when planning such a project.
The sales persons at Fret SNCF manage the promotion of e-services. If they do not believe in the solution,
Interview (s) with Fabienne Girard, responsible for service offering and François Rannoux, responsible for e-services, 24/07/07 and 15/09/07 by Phone company internal newsletters and brochures Website
Geodis offers a range of logistics services, adapted to the specific needs of a sector.
It is listed on Euronext Paris (Eurolist compartment B). To support its warehouse management services Geodis operates an integrated warehouse managing system for its overall 3, 000,000 m of warehouse space.
and customer satisfaction by favouring reliable communication that is quick and always available thanks to a wide range of tools and services.
optimising the efficiency of warehouse management and associated services and improving customer satisfaction. 5. 7. 5 References Research for this case study was conducted by Caren Hochheimer, Altran, on behalf of the Sectoral e-Businesswatch.
and warehousing services to the UK and Europe. In 2002, competitive forces drove N c. Cammack & Son to adopt a truck business management solution.
N c. Cammack & Son is a transport, distribution and warehousing specialist offering its services across the United kingdom, Europe, and Eastern europe.
Under family control, the company developed from a domestic coal delivery provider to offering services including transport, distribution, freight forwarding, express deliveries, warehousing and handling to its approximately 500 customers.
Customers are satisfied very with the services rendered. N c. Cammack & Son is gathering new customers through word of mouth promotion done by their current clients.
or undervalue its services and end up running at a loss which ultimately would mean the closure of the company.
Logistics and forwarding services Primary customers: All sectors Year of foundation: 1993 (Saima bought Avandero) Turnover in last financial year (€:
The company offers its customers an integrated logistic service including the delivery of tailor-made services that interconnect logistic and transport services.
A solid network of transport suppliers ensures that Saima Avandero can offer freight services like bulking, combined transport and special transports all over Europe.
the main objective is to provide services and information to travellers in order to ensure an easy access to the network of all public transport operators in this region.
All future services planned are based on Information and Communication technologies. The first information service provided by Trafikanten set up in 1988 was located a centrally service centre to manually sell tickets
Passenger satisfaction and the attractiveness of public transport services can increase considerably if reliable and clear passenger information is available before a journey is planned
Interview with Jarl Eliassen, Managing director Trafikanten, 03/01/08 Presentation of Trafikanten and their services Websites:
Markus Bergman IT director at Värmlandstrafik AB 5. 12.1 Background and objectives Värmlandstrafik is a public transport authority (PTA) responsible for providing public transport services to passengers in the Värmland region
IT solutions play an important role in supporting the company in achieving its objective of providing good transport services while keeping the costs at a low level
improving customer services and customer communication through Web based and mobile information services for passengers (Travel planner, Timetables etc), ticketing systems,
the case of hospital services. Academy of Management Journal, Vol. 40, No. 3, pp. 673-696.
Mann, C. L. 2003), Globalisation of IT Services and White Collar Jobs: The next Wave of Productivity Growth, International Economics Policy Briefs, IIE, Washington D c.,December 2003.
Reis F. The internet and other computer networks and their use by European enterprises to do ebusiness, Statistics in focus, Industry, Trade and Services, 28/2006.
in retail, transport & logistics Retail Transport & logistics services 2248 3 RFID adoption Manufacturing sectors Retail Transport services Hospitals 434 4 Intellectual
Property rights in ICT SMES ICT manufacturing ICT services Software publishing 683 Questionnaire The questionnaires for Projects 1 and 2 contained about 70 questions
761 Project 2 Retail and transport 2. 1 Retail 52 1, 151 2. 2 Transport services and logistics 60.10,60. 21+23+24
Overtext Web Module V3.0 Alpha
Copyright Semantic-Knowledge, 1994-2011