Rethinking digital transformation of healthcare The role of technology and institutions in service innovation
During the last decades, both the public and private sectors have started adopting ICT not only for back office service management, but also for end user service access. ICT supported digitally enhanced services can provide benefits both for service providers in the form of more efficient service delivery and management and for the customers in the form of better service access and availability. The research presented in this paper explores issues related to bringing digital service access points into the everyday lives of elderly users and examines the effects of digitally enhanced services. The paper analyses two case studies exploring digitally enhanced services that aim to help elderly people in their everyday lives. The results indicate that the analysed services can improve the efficiency of the service processes. However, service efficiency does not directly translate into a better service experience for the user. For achieving significant improvements in the lives of the elderly, other value measures and better understanding of service value potential from the viewpoint of elderly users are needed.