IPORTA 2-Increasing the quality of IP advisory services to SMES...14 INNOSUP-4-2014:
1-Establishing services â€oeenhancing the innovation management capacity of SMES€ in the Enterprise Europe Network...
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.
sector in which it is presented (new products, processes, design, services and technologies or new market applications of existing technologies.
In addition, in phase 3, SMES can benefit from indirect support measures and services as well as access to the financial facilities supported under Access to Risk Finance of this work
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. While major new drivers for SME innovation, like online
established support services assist mainly clearly defined technical projects within single enterprises. Public support pays much less attention to the creation of favourable ecosystem
regional services. Generally, the actions are designed to provide opportunities to Member States and regions to enhance their services through collaboration,
peer-learning and uptake of new approaches. In addition several actions will focus on the identification, further
of long-term internationally competitive goods and services that require combining different competences and innovative solutions.
or significantly improved products (goods and/or services), processes, new marketing methods, or new organisational methods â€,
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
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
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.
ï Establish support services and cooperation structures with intermediaries (like the regional consortia of the Enterprise Europe Network and system of National Contact
IPORTA 2-Increasing the quality of IP advisory services to SMES Specific challenge: Managing Intellectual Property rights (IPR) is a difficult task, especially
services to SMES Scope: This project is undergoing an evaluation. The future project should build on top of
better services to SMES, including providing information on the business use of European level rights (Unitary Patent, European Trade mark, Community design.
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
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
Commission services IPR projects: IPR helpdesks and the transatlantic portal The project should be operational for a period of 48 months
ï Upgrade or create new services and trainings for the target groups according to the needs of SMES.
-directly benefitting from the upgraded or new services and trainings ï Existing IP, like the common website (innovaccess),
knowledge, 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 or manage
ï Increase the range and quality of services available to SMES ï Enhance the opportunities of excellent researchers and other specialists to transfer
benefitting from support the programmes still often remain dissatisfied with the services received 17 The PRO-INNO Europe'INNO-Partnering Forum'(IPF,
Innovation support services are addressing this challenge traditionally by two interventions that are combined often:(a) the provision of networking
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
generation of support services that assist to create value from online collaboration with a group of contacts and potential partners (â€oeassistance to online collaboration for innovationâ€
ï make such new services accessible for enterprises in sectors that are typically not yet benefitting from innovation support
currently providing brokerage services in established networks or SME agencies HORIZON 2020 †WORK PROGRAMME 2014-2015
Tests of services shall be undertaken on platforms that are open and bring together already a critical mass of enterprises and innovation stakeholders
ï 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
the services of Enterprise Europe Network †is enhanced ï Resources in public innovation support are reoriented from information and brokerage
be implemented by the Commission services HORIZON 2020 †WORK PROGRAMME 2014-2015 Innovation in SMES
Awareness of these initiatives should be expanded and the services supporting them professionalised At the same time financial and management reporting need to catch up with the logic of open
-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:
1-Establishing services â€oeenhancing the innovation management capacity of SMES€ in the Enterprise Europe Network
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
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 â€oeenhancing 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
services to address recognised gaps. The assessment could be based on the IMPÂ rove methodology or methodologies already introduced in the regions that comply with the
This open call will include the requirement †Provision of services to enhance innovation management capacity of SMES, in particular to the beneficiaries of the SME instrument†in
and its services in the regional ecosystem of SME support in order to minimize market distorting effects.
of SMES receiving the services as compared to a control group. Innovation processes will be conducted more efficient and more effectively
capacity assessment and support services in all regions across Europe. In an increasing number of regions the initial introduction in the context of the described action will lead to
Several Member States have integrated services provided by the IMPÂ rove academy in their national/regional SME support system or expressed their interest to do so in the future
delivery of the coaching and mentoring services related to the SME instrument in three respects: First, by providing a capacity building environment for the innovation advisors (staff
and the †services enhancing the innovation management capacity of SMES€ To cover specific costs of operation,
beneficiaries of the SME instrument and the services †enhancing the innovation management capacity of SMES€ Furthermore the support provided would secure the quality of the
capacity assessment and consulting services in all regions across Europe. In an increasing number of regions the initial introduction in the context of the Enterprise Europe Network of
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
services). ) Awareness and training material shall be produced based on cases studies for agencies in charge of designing and/or delivering innovation support programs for (i) training
be implemented by the Commission services 26 This activity directly aimed at supporting the development and implementation of evidence base for R&i
be implemented by the Commission services HORIZON 2020 †WORK PROGRAMME 2014-2015 Innovation in SMES
and breakthroughs into new products and services also helps European competitiveness growth and jobs EU Research and Innovation
better by improving things like healthcare, transport and digital services In January 2014 the European union will launch Horizon 2020.
creation must come from innovation in products, services and business models. There is strong evidence that countries
and related services, whether conventional or organic, from primary production to consumption What is EU Research
have none of these essential day-to-day services. Energy drives our modern economies and it does indeed take a huge amount of
energy products and services on the market, at a price which is affordable for all consumers (private and industrial), while
and, of course offers a variety of products and services to consumers and other businesses. Each of these contributions has multiplier effects on development
and telegraph†services. Smile, if you wish; the words and services do sound anachronistic. So are the technological and business contexts
The PTTS, comprising much of the ICT sector of their day, were based landline and, to a large extent
Services were expensive, and in most parts of the world, they had deteriorated to the point where quality could be described as atrocious â€
and services, thereby increasing the value of their technologies. 1 This report, while acknowledging the incredible diversity in the nature and size of firms in the
and provide access to otherwise unavailable goods and services •widen the geographic scope of potential markets, and
services. In developing countries, ICTS offer tremendous potential to eliminate or at least work around a
and access to goods, services, information, and markets. Demand for these benefits is high. If the right complements †such as power, connectivity, content
generate new demand for hardware, software, and services Mobile telecommunications took 20 years to reach one billion users,
and the diversification of services available via mobile from cash transfers to bill payments to direct deposit of salaries.
â€oereliance Communications, Cisco launch services for SMES€ †Indian Business Insight, July 3, 2007 â€oetelefã nica, SAP sign agreement for SME services††Business News Americas, Peru, December 13, 2006
for items or services totally unrelated to telecommunications, such as taxi fares. The thousands of small retailers
wide, and growing, range of formal â€oem-transactions†services THE ROLE OF THE INFORMATION AND COMMUNICATIONS TECHNOLOGY SECTOR in Expanding Economic Opportunity 11
and services. †22 The result, they argue, is that only by facing â€oethe intense competitive pressures of serving the
their goods and services. ICTS also enhance capacity in industries and institutions of all kinds
the development and diversification of relevant content, applications, and services. Profitable business models are the most sustainable,
and SME markets for sales of technologies and services; they can also support the development of local partner networks in developing countries, creating opportunities for local businesses
costs and established the viability of non-subscription mobile services. It has been replicated widely, for example in Vodacom†s phone shops in South africa or Ghana Telecom†s Areeba-to-Areeba stations and mobile
Cisco, and Nortel in India are even offering services on a pay-peruse basis to SMES, in response to the
services that increase productivity, income, and quality of life, thus strengthening its value proposition to the purchaser.
At the same time, however, mobile carriers are beginning to offer a range of formal services via cell phone
Most of these services currently fall into the mobile THE ROLE OF THE INFORMATION AND COMMUNICATIONS TECHNOLOGY SECTOR in Expanding Economic Opportunity14
services. 32 The availability of these services not only encourages more people to buy phones, but can also help
currently partnering with banks to add these services to their value propositions. 33 For example, its main rival
In Nigeria, Celtel has launched a new bundle of services explicitly targeting the SME market. The bundle
developers and vendors to distributors and retailers to systems architects to technical support services. For example, network giant Cisco systems has 20,000 channel partners, from
incubation services to help individuals and entrepreneurs establish careers and businesses in the software industry †at the same time laying critical foundations for its own future growth
Designing products and services to meet the market†s specific needs. BOP theory argues forcefully that product extension
It is insufficient simply to wring costs out of â€oea†market products and services and repackage them for â€oeb†and â€oec†markets.
services, financing options, and more have played a role in the collection of examples profiled in this report
and services that increase productivity, income, and quality of life (or organizational effectiveness, for institutional purchasers) are also critical.
and generation of local content and services that fuel demand for technology Patience. According to Rupert Murdoch, â€oebig will not beat small anymore.
-government business lines and sometimes offer product donations and pro bono services as well •Economic opportunity-related civil society organizations:
equipment or software donations and training or support services in the form of pro bono time.
products and services enable individuals, firms, governments, and other players to expand their economic opportunities as well as create them for others.
For customers, these services reduce the risk associated with carrying cash; save time and expense in money transfer;
provides m-transactions services on its own. All three companies are experiencing very rapid growth rates and actively
diversifying the services they offer 5. 1. 1 SMART COMMUNICATIONS€ SMART MONEY Summarized from the comprehensive analysis of Wishart, Neville A. 2006.
and voice services had become commoditized, and in the process to reduce customer churn Customers must sign up for SMART MONEY accounts at SMART stores.
Globe†s partners have been responsible for thinking of many of the new services being added to the platform.
for safe, reliable transactions services, and the receptiveness of government regulators 27the ROLE OF THE INFORMATION AND COMMUNICATIONS TECHNOLOGY SECTOR in Expanding Economic Opportunity
services: deposits and withdrawals, money transfer, and prepaid airtime purchase These services are operated out of a dedicated department within Safaricom
which manages a network of approximately 600 small retailers, or M-PESA agents, where people can deposit
and is also adding additional services to the platform These results have exceeded far the company†s expectations †though according to Vodafone†s Nick Hughes and
and future partners to design products and services for its platforms The company receives 89%of its revenues from partners.
plan, research and develop new software products and services, †enabling them to start and grow businesses of
These services target entrepreneurs, small business owner-operators, local industry associations and intermediaries, and clusters
MICS offer different services according to local contexts and needs. At the corporate level, Microsoft packages a
help add services to commodity solutions, or coach managers for export boards. Consultants might be on hand to
MICS also typically provide a raft of skill-and capacity-building services to entrepreneurs and small business owner-operators.
value proposition. egovernment services can be part of that value proposition if entitlements can be delivered with more accountability or enhanced responsiveness †but an existing base of ecitizens is critical to the value
software, hardware, training, government services and technology support. In addition to Microsoft itself â€oetypical†partners include government agencies, financial institutions, independent software vendors, hardware
and the content and services it enables †improve citizens†lives PTA deals must offer â€oewins†for all parties involved
as offering products and services through public programs can help increase affordability and value to the customer.
that these services are accessible to the target population in terms of language, navigability, and functionality The PTA deal will also address accessibility through the sale of PCS.
have a handful of services already online which offered clear value. For instance, pensioners in Argentina are
advisory services to SMES; and helps governments improve the enabling environment for SMES to start up
products, services, and financing options specially designed for SMES, as well as channel partners specializing in SME sales.
services for SMES (at Rs1, 200-10,000 per month on a pay-peruse basis). †TELECOMLIVE, July 31.
services for SMES (at Rs1, 200-10,000 per month on a pay-peruse basis). †TELECOMLIVE, July 31
system concern technology transfer services and inno -vation management consultancy 3. The innovation process of SMES and typical
well as producer services, was conducted in 1998. A total of 204 firms answered which corresponds to a
products or services, without being able to substitute for other products if this market crumbles.
on clients in the case of producer services. Second, the smallest SMES (with less than 10 employees) and those
4. Support services offered by the investigated instruments 4. 1. Regional technology centres From the six technology centres in Upper Austria two
mathematics, and related services, exclusively focusing on this technology field. The SWP was founded in 1987
consultancy or technical services. These centres are located in Linz (with 46 firms and organizations), Wels
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
Mostly the services of the centres are used only by the firms which are located there. The centres confine themselves, intentionally or
providers and do not indicate further services supporting their innovation activities Table 4 shows that the use of technology centres is
services a Source: SMEPOL-survey Upper Austria as an indication of the innovation support schemes not
or using services of Upper Austrian technology centres 6. 7 20.0 73.3 Radical innovatorse 17.1 29.3 53.7
consulting services is concerned, however, the clear majority of SMES did not think that the support
consulting services Provision of technical 18.2 know-how Technical services 9. 1 Provision of 4. 5
infrastructure a Source: SMEPOL-survey Upper Austria 156 A. Kaufmann, F. Toâ dtling/Technovation 22 (2002) 147†159
-vision of technical know-how 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
would offer additional services like innovation con -sultancy, knowledge transfer, and mediation of risk capi
and services of the SMES responding to the SMEPOL survey in Upper Austria show that the FFF reaches dis
machinery, and services (frequently software) while only 19 belong to the metal-and-steel industry, metal pro
services targeting these deficiencies are still missing The support instruments in Upper Austria †direct
-vation 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 not
offered or are in short supply, because they do not yield immediate or sufficient returns. In the case of direct sup
technical services, technical know-26.9 10.3 Technological problems: lack of technical know-how how inavailable or too expensive technology
contain the introduction of new software products and services or the development of new customer segments.
degree of innovation would be products and services which are new for the market or
new products, services and processes in markets or inside private and public organiza -tionsâ€. Nowadays, a main objective of innovation policy is to foster
-sociations offering specialised services or financing institutions such as venture capital fonds and business angels. Cluster research differentiates between miscellaneous
-plementary products and services more competitive through cooperation, and of un -traded interdependencies (Storper 1995) such as the effects of embeddedness and lo
worldwide (increasing importance of sectors like biotechnology, internet services etc dislocation of emphasis from hardware to services) was a benefit for Boston that †was
ideally poised to take advantage of the rise in returns to skill that so marked the last
biotechnology and internet services Summing up, Boston is seen especially as a †good practice†because â€...
services for enterprises 93. 500number of employees in the 14 lead and growth sectors 1, 20
services for enterprises 93. 500number of employees in the 14 lead and growth sectors 1, 20
and entertainment), health care services and environmental economics etc. The busi -ness start-up initiative †B. E g.
companied by special support services for firms planning to localise in Montpellier Lasch 2006 Another success factor for the economic development is the regional identity, which
and fast growth of firms specialised in producer services due to, for example, the out -sourcing of activities before and after the production process or the emergence of new
processes, products, services Industry resources Age, size of industry base, technology orien -tation and level of technology use
-turing and Services. In: V. Lo and E. Schamp (eds.:Knowledge, Learning and Regional Development
Transport and Logistics Services Industry Study report No. 05/2008 This report was prepared by Consultrans on behalf of the European commission
transport and logistics services industry. The study describes how companies use ICT for conducting business,
issues, the services of a professional should be obtained Acknowledgements This report was prepared by Altran Group & Consultrans on behalf of the European commission
transport and logistics services industry (TLS The study shows how companies in this sector use ICT for managing their business processes
enabling the movement of goods, services and people as efficiently as possible. The transport sector in Europe plays a significant role in its
policy for transport services is to find solutions for freight and passengers that are economi
transport and logistics services ICT can have a significant influence on the mobility of people and goods. ICT is also a
they used Voice-over-IP services. It can be expected, in general, that usage will increase
had outsourced ICT services to external service providers in the past 12 months prior to the interview (see Section 3. 2). Nevertheless
business is exactly to provide these services to other industries. Thus, logistics companies are not only users of e-business themselves, but, in
a way, provider of e-services. In all cases, e -commerce is in this sector closely linked with
to order services online. This appears to be E-business in the transport & logistics industry 8
transport services companies According to the survey, US companies from the TLS industries are equipped slightly better
the transport and logistics services (TLS) sector. 3 It describes how companies in this sector use information and communications technology (ICT) for managing their business
services. Chapter 3 describes the current state-of-play in e-business in this industry focusing on specific ICT-related issues that were found to be particularly relevant to this
"The services of the Sebw are expected to contribute to these goals in the logistics and transport sector.
5 Transport and logistics services 60,63 (parts thereof --6 Banking 65.1 2003 7 RFID adoption and implications (several sectors
systems, 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 European Information technology Observatory (2007) structures the ICT market into four segments with an estimated total
Market segment Products/services included (examples Market value for EU (2007 EITO estimate ICT equipment Computer hardware, end-user communications
IT services Consulting, implementation and operations management â 140 billion Carrier services Fixed voice telephone and data services, mobile
telephone services, cable TV â 293 billion Source: EITO 2007 In its widest sense,'e-business'refers to the application of these technologies in business
services. These last sectors are considered widely key to improve competitiveness in the current phase of development of European economies.
and products or services of excellent quality but also the ability to communicate effectively and cooperate with
goods or services, whether between businesses, households, individuals, governments and other public or private organisations, conducted over computer-mediated
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
the sale or purchase of goods or services, whether between businesses, households, individuals, governments, and other
Applying the concept to the transport & logistics services industry The conceptual framework outlined is mostly applicable to e-business in the transport and
logistics services industry. However, as this broad sector covers diverse segments such as freight transport and passenger transport, the focus of ICT usage and e-business
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
passenger services are a key issue in this sector, notably the online provision of tickets Although the key applications differ between the various sub-sectors, all basic goals of e
services 16 For more information about the database, see: EU-KLEMS Growth and Productivity Accounts
The transport and logistics services sector has not been covered by earlier sector studies of E-business Watch.
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
49.4 60.24 Freight transport by road and removal services 52 63 Warehousing and support activities for transportation
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 and society depends heavily on efficient road
door-to-door and justin-time services, undoubtedly contributed to the strong sustained growth of road transport
the other, antediluvian freight services and decrepit suburban lines at saturation point with commuters jammed into crowded trains
that provide door-to-door services which can match or better those offered by road-only journeys
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. Communication from the Commission to the Council, the European
River Information Services can provide benefits both for public authorities and for commercial enterprises in the transport and logistics sector (shippers, carriers
The availability of high quality transport and logistics services is of a crucial importance for the competitiveness of the European economy.
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 or in multimodal
of the system and the integration of transport services are advanced not as as they could
carriers provide comprehensive logistics services integrating more modes, because this provides them competitive cost advantages.
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, as well as encouraging cooperation amongst different operators in the freight logistics sector.
shippers buy multifunctional logistics services from external service providers (such as third-party logistics providers. In recent years, this co-operation between shippers and
transport infrastructures, technologies and services in many European cities. 48 In collective transport, the use of ITS ensures a better management of operations and new
services (fleet management, traveller information systems, ticketing systems, etc. The case study on real-time passenger information system at Trafikanten, Norway confirms
and provide new quality services for mobility of people and goods. For instance, the railroads, have fortified RFID with even
services The emergence of new technological solutions, such as the Galileo satellite navigation system50 and European Rail Traffic Management System (ERTMS) are creating major
emergency services and commercial services in the ITS field modes is a prerequisite for efficient logistics.
performance as well as provide greater value-added products and services. The use of ICT by European enterprises has grown steadily from 2003 to 2005 for several
ebusiness, Statistics in focus, Industry, Trade and Services, 28/2006 E-business in the transport & logistics industry
demand by using traditional services in conjunction with growing information-based services. Firms can automate existing processes
and dramatically reduce cycle times throughout the supply chain. They can enhance communication, collaboration, and
"that provide a wide array of services and functions. In addition to packing and staging pallets, contemporary warehousing facilities offer light manufacturing, call centres
services. The prominence of the internet among all computer networks is evident because of its size in terms of the number of persons and enterprises it connects and its
services (TLS Companies with internet access â€<144 kbit/s â€<144 kbit/s †2 Mbit/s â€>2 Mbit/s
services offer features and services that are not available with a traditional phone, or are
services over broadband Internet access services, in which subscribers make and receive calls as they would over the PSTN.
used to using such as call waiting, CALLER ID, unified messaging, directory services and vertical-specific applications. In addition, Voip is a standard,
used Voice-over-IP services (see Exhibit 3. 1-7). Yet, the results vary between different
level of usage of large companies, where 26%reported using Voice-over-IP services Curiously, the reported usage of this technology by the medium-sized firms is lower than
products and services, especially in the TLS sector. e-business applications is increasing the demand for individuals with creativity and higher-level conceptual skills that will
ICT services Companies saying that e -business developments have a significant impact on skills requirements
to develop new products and services Again, large companies in the sector are thus in a better position to conduct
3. 2. 2 Outsourcing of ICT services and ICT investments Outsourcing Outsourcing is considered a useful way to provide immediate ICT and e-business skills
breed of outsourcing services are being introduced to managing high-volume Web sites and their interactivity. For these companies, outsourcing is an organisational innovation
whether they had outsourced any of their ICT services which had previously been conducted in-house, to external service providers in 2007
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%.
economic for smaller companies to outsource ICT services (e g. desktop management or web hosting) than to employ their own ICT practitioners.
ICT services to external service providers (only 24%of sectoral firms, see Exhibit 3. 2-1
and services and more active in adopting such innovations in other sectors of the economy, in particular in the service sectors. 69
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
or logistics services companies, providing real-time information in a customized way, can become an integral part of their customers'supply chains,
related services in the EU and EFTA€. 78 The objective for the project is to make a
services, an Interoperability Framework can be defined as the overarching set of policies standards and guidelines which describe the way in which organisations have agreed,
information, mapping and routing, navigation and other related services anywhere in Europe has been tested successfully pilot at five European
Existing travel and transport information services often lack data outside a limited range of general facts.
information services Participants in the IST-funded IM@GINE-IT project (www. imagineit-eu. com
services for multimodal forms of transport. That the participants have largely achieved their aims is a credit to the cooperation between the various
By communicating with Web-based services hosting the relevant information, the IM@GINE IT device offers an integrated route
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
77%)said that they use RFID technologies to manage goods, products and services in -house.
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
industry reported the use of software solutions or internet-based services for e -procurement (see Exhibit 3. 4-1). This shows that there is a gap between the percentage
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 â€oebreeding 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
or services online <5%5-10%11-25%26-50%>50 %Weighting %of empl %of
The e-services project launched by Fret SNCF in 2006 is part of this new strategy
services over the Internet for a simpler, faster and more reliable exchange of information with the customer.
The â€oeclic 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)
The â€oeclic Services Fret SNCF€ portal was developed using PHP and Dot Net languages. Security is guaranteed via SSL encryption of information and via a
and logistics services (for all kind of goods) located near Lyon, in France. AIT, employing 42 people, faces huge competitors precisely like Geodis
-national transport services throughout Southern Europe (AIT has generated, employing 42 people, a turnover of about â 8, 5 million in 2006)- has evolved into a competitor for
In addition the out-sourcing of logistics services by companies to sub -contractors adds to the numbers of commercial vehicles accessing the city and may
of deliveries in urban areas. 104 Intelligent Transport Systems and Services (ITS) are potential means to help in solving all five key challenges identified for European owns
structure and services of transportation and logistics businesses. Firms are transporting more online purchased goods
value-added services such as automated track and tracing systems, monitoring of document processing, security and non-repudiation.
or services online <5%5-10%11-25%26-50%>50 %Weighting%of empl %of
services of multiple public transport companies. The OV-chipkaart system will ensure that all transactions generated by the use of the public transport
telecommunication services (48 %and in the tourism industry (23 %Exhibit 3. 6-1: Percentage of firms with a CRM
On the contrary, the Logistics services sector has a relatively bigger percentage of firms in the high internet usage by employees cluster.
Logistics services 1. Low 2. Medium 3. High The next chart (Exhibit 3. 8-5) analyses the relationship between the clusters and the
-gies and services among firms in the economy at large is a striking example of the
land transport activities and related logistics services sector alone. 112 Hence our empirical analysis must focus on the more broadly defined sector â€oetransport and storage†(code
and related services can be employed as an argument in favour of looking at the data at a somewhat higher aggregation level than
112 NACE 1. 1 defines the transport and logistics services sector as inland transport, water
Employment growth, transport and logistics services in EU-15 member countries, 1980-2004 annual average growth rates, various sub-periods
Average working hours per employee in transport intermediation services, EU-15 member countries, 1980-2004 (annual average growth rates, various sub-periods
develop new products and services. This finding provides further evidence that the success of the ICT-driven innovative process depends on the availability and quality
transport and logistic services located in France near Lyon decided to implement a new transport and warehouse
Clic Services Fret SNCF: Improving customer service through the deployment of an e-service portal at Fret
transport, distribution and warehousing services to the UK and Europe. The key features of the ICT solution are the automation of
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
important factors like the vehicles characteristics, additional services, transport security etc. However future concessions are probably going to take into account also new ICT
figures, etc. for consolidation, settlement and result evaluation of services and operations. Without an automated and computerised information system it would be
Services Cash management Accounting systems Reporting systems Ticketing systems (sales The system has been customised to the company needs for reporting, accounting
services and operations The elimination of manual processes and duplications of work has improved greatly company operations, planning and decision making.
and logistic services located in France near Lyon with 60 %of its turnover generated on the international market.
people provides Euro-national transport services with pick-up trucks and distribution partners throughout Southern Europe including Italy, Spain, Portugal, Belgium
AIT is a supplier of complete logistics services for all kind of goods with its headquarters
services with pick-up trucks and distribution partners throughout Southern Europe including Italy, Spain, Portugal, Belgium, Switzerland and France. 60%of the annual
and the commercial services Future developments planned for the solution are to automate the integration of tracing
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
areas of the road passenger transport services, like regular road passenger transport E-business in the transport & logistics industry
regular special road passenger transport services ALSA also operates in urban and interurban passenger transport routes.
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.
activity of ALSA is the operation of regular road passenger transport services (bus), this type of operation normally in Spain requires administrative passenger transport
The system includes features that allow naming the different services controlling de execution of tasks
improve the user experience with the transport services (convenience, comfort and economy The resource planning system has helped ALSA to reduce costs of â 4-5 million
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
company†s operational efficiency as well as services delivered to the customer. As part of this programme, CEMAT implemented an IT solution in 2007 with the aim to
quality of services and communication with customers, suppliers and partners Following an analysis of existing systems and current processes in place, the IT
Railways) aims to continuously improve its services by better adapting them to the needs of their customers.
CFR CÄ lä tori, responsible for passenger services CFR Marfä, responsible for freight transport CFR Infrastructurä, responsible for managing the infrastructure of the Romanian
2003 a subsidiary of CRF which is in charge of delivering all IT services to the railway
operating services and reduced TCO (Total Cost of Ownership. In this respect, the solution is based on Hewlett-packard hardware, Oracle RDBMS software and Practical
million euros for the hardware including the services and 5 million euros for the application software and deployment
reservations and of additional services like the ability to reserve a journey and pay at a
better adapt future services to passenger needs. Thanks to the statistics provided by the data warehouse, the company is now able to estimate the flow of passengers, better plan
couple of future services, like the deployment of a Web service for ticket reservation and
Future e-services can be deployed progressively with this platform to provide more and more advanced solutions to railway
implemented an electronic (e-)portal (â€oeclic Services Fret SNCF€. This solution allows customers to track orders, follow transport progression in real time,
Responsible for Service Offering and E Services at Fret SNCF 5. 6. 1 Background and objectives
-oriented approach to an approach emphasising services and results. This transition should be achieved through a reorganisation of the production mode, working processes
The e-services project, launched by Fret SNCF in 2006 is part of this new strategy and
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.
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
a roadmap for future services to be developed before the end of 2009. The management accepted this roadmap in November 2006.
the portal and the first bundle of services took seven months. The â€oeclic 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.
-services. Maintenance cost for the portal is about 11000 Euros per month A big implementation challenge was to deal with the heterogeneous information systems
The â€oeclic Services Fret SNCF€ portal was developed using PHP and Dot net languages. Security is guaranteed via SSL encryption of information and via a
four different services that carry the following functionalities â€oecommande@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
complete and correct. †The development of these services highlighted the poor quality of information available at Fret SNCF€ explains Franã§ois Rannoux
responsible for the development of e-services at Fret SNCF. The production mode E-business in the transport & logistics industry
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 enlarge the portal to European customers by providing a multilingual portal with an
The e-services solution affects the whole company and its working processes: it requires a major transformation of processes and of working culture
With e-services, the management and correctness of the information is as important as the rail service itself.
information on the customer adoption rate of these new services 5. 6. 4 Lessons learned from case study Fret SNCF
consider the quality of information provided through e-services. In summary, this project illustrates that three important points should be taken into account
Compliance of e-services to target customer needs is a key success factor and an investment in market analyses and
The final key point is to consider the sales channel of e-services when planning such a
The sales persons at Fret SNCF manage the promotion of e-services. If they do
Rannoux, responsible for e-services, 24/07/07 and 15/09/07 by phone Company internal newsletters and brochures
Geodis offers a range of logistics services, adapted to the specific needs of a sector.
To support its warehouse management services, Geodis operates an integrated warehouse managing system for its overall 3, 000,000 mâ of warehouse space.
-ation that is quick and always available thanks to a wide range of tools and services
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
and warehousing services to the UK and Europe. In 2002, competitive forces drove N c. Cammack & Son to adopt a truck business management solution.
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
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
the delivery of tailor-made services that interconnect logistic and transport services Saima Avandero†s activities cover the management of all logistics aspects including the
Avandero can offer freight services like bulking, combined transport and special transports all over Europe Saima Avandero faces intense competition on its market with the main competitors being
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
future services planned are based on Information and Communication technologies The first information service provided by Trafikanten set up in 1988 was a centrally
Passenger satisfaction and the attractiveness of public transport services can increase considerably if reliable and clear passenger information is available before a journey is
Presentation of Trafikanten and their services Websites: Trafikanten (www. trafikanten. no E-business in the transport & logistics industry
transport services to passengers in the Värmland region of Sweden with its central office located in Munkfors.
providing good transport services while keeping the costs at a low level, through improving operational efficiency and lowering costs through internal IT solutions
and mobile information services for passengers (Travel planner, Timetables etc ticketing systems, etc To improve the management of the operator contracts,
the case of hospital services Academy of Management Journal, Vol. 40, No. 3, pp. 673-696
Services and Goods Production, German Economic Review, Volume 8, Issue 2 may 2007,281-307 International Association of Public transport †UITP (2007.
Mann, C. L. 2003), Globalisation of IT Services and White Collar Jobs: The next Wave of Productivity
Statistics in focus, Industry, Trade and Services, 28/2006 Rosenberg, N. 1982. Inside the Black box: Technology and Economics.
 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 which were
2. 2 Transport services and logistics 60.10,60. 21+23+24 63.11+12+40 Companies that
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