Experiences of internationalizing Information Systems: The challenge of standardization José Leopoldo Nhampossa Petter Nielsen

Nhampossa & Nielsen - Cambridge Agenda Internationalization, standardization and flexibility Experiences from CPA case Experiences from HISP case Summary

Nhampossa & Nielsen - Cambridge Motivation Two different cases –Internationalization of a health IS for and in developing countries –Internationalization of a IS for mobile telecommunication services for the subsidiaries of a Norwegian telecommunication operator Why two cases? –Concerning internationalization of IS –Facing challenges related to standardization –Different in context, scale and what is standardized Our aim is to –Bring forward the challenges of standardization in our cases by a comparative analysis

Nhampossa & Nielsen - Cambridge Internationalization of IS From a software engineering perspective (for example O’Donnell et al 1994 and Kuada and Sørensen 2000): A two-step process: –Internationalizing: Designing, enabling and coding a IS [product or/and process] accounting for cultural, environmental and individual differences (Coronado and Livermore, 2001) –Followed by localizing in a different national context: Translation of an IS to meet a specific/local context (Russo and Boor, 1993) Internationalization of a system/product or a process of implementing a system IISLIS Localizing

Nhampossa & Nielsen - Cambridge Models of internationalization of IS Different models –Internationalizing existing IS –Localizing IS –Multi-directional and cluster-based internationalization The applied model may change over time IIS LIS IS

Nhampossa & Nielsen - Cambridge To what extent to standardize? Flexibility in the sense of context sensitivity What is the benefits and costs of standardization? –Reuse and complexity control –Limited flexibility –For whom (the tension between the local and the global)? Internationalization builds on standards Context dependent Context free flex stnd flex

Nhampossa & Nielsen - Cambridge The Content Provider Access (CPA) platform Introduced in the Norwegian market in 1999 by MobiNor Developed bottom-up, few resources but champions, side- stepping the structured IT- department A platform: –Enabling premium charged SMS services –Content Providers selling content in the operators network –Open garden approach: Access to whole market for content providers –Transparent access to services for subscribers –Branded by Content Providers SMSCCPA Mobile Network Operator 2 and 6 Billing system SMSCCPA Mobile Network Operator Billing system Subscriber Content provider “9 to 5” by Dolly Parton 9to5 to 1985 NOK 10

Nhampossa & Nielsen - Cambridge Internationalizing the CPA platform 2001: Process initiated by the international division of the MobiNor to pursue the implementation of the platform in its internationally dispersed affiliates –Bangladesh, Denmark, Hungary, Malaysia, Russia, Sweden, Thailand and Ukraine –Today CPA is implemented in all of them The only standard: “12 guidelines for best practice”: –The need for an open garden approach to create a functional market –The need for a symbiotic relationship between network operators and content providers –The requirements for ease of use No link back, some clustering

Nhampossa & Nielsen - Cambridge The results of the internationalization attempts A variety of different technical platforms and constellations between actors Contextual explanations – context sensitive approach, but too much flexibility, or too little power? Process explanations: Centrally driven internationalization process MobiNor would have preferred: –Common technical platform, or least standardized interface and constellation between actors

Nhampossa & Nielsen - Cambridge The case of HISP Mozambique Genesis, aims: –HISP: Action research initiative aim to improve the HIS to: Better inform the planning and decision making processes Support the decentralization & health reforms ongoing in developing countries Enable local control of IS and thus empowerment through South-South-North collaborations Key actors: –Locals, senior IS researchers and managers –Organization: Academic institutions and health departments

Nhampossa & Nielsen - Cambridge Two perspectives for internationalization internationalization of DHIS: as a product (DHIS/Frame) User-interface: Translation of the visible, FRONTEND Business logic: Functions Outputs (indicators, reports) for local/global use Data Base: Development of the Backend Organizational structure Documentation: Translation or compile/edit

Nhampossa & Nielsen - Cambridge Entity relationships: Standard

Nhampossa & Nielsen - Cambridge Two perspectives for internationalization of DHIS: As a process Implementation strategy in the diffrent contexts: Different context sensitive approaches Approaches for IS research and development: Action research, cultivation Approaches to IS reform: –WHO's decentralization declaration –WHO's "the district model"

Nhampossa & Nielsen - Cambridge Background Internationalized programs are easy to localize to the customs and languages of end users around the world The result of software product development is a master set of disks from which we can manufacture individual copies for sale, distribution or licensing (its use) Distribution takes place in the target country but where and how should development, I18N, L10N and manufacturing take place?

Nhampossa & Nielsen - Cambridge Issues to consider when making the decision: variables Time (delays due to phisical separation: office hours overlap): not applicable Organization (minimize costs & production time while meeting the quality standards): setting up long-standing (business) relationships with a worldwide network: collaboration initiative, HISP Availability of resources (difficulties in finding a translator at the exact time): L10N in MZ, help from RSA Accuracy (there is no guarantee that translation done in the context is more accurate than the one done at the developer’s headquarters): Meanings rather than concepts Geography (Hybrid situations where I18N & L10N processes can be done partially at developer’s side and partially in the context)

Nhampossa & Nielsen - Cambridge Issues to consider when making the decision: Models DevelopmentI18NL10NManufacture Source Context of use Source & Context Source & Context of use Context of use

Nhampossa & Nielsen - Cambridge Summary CPAHISP/DHIS What was internationalized? ProcessBoth Product & Process ModelLocalization without Internationalization Internationalization (Mon & Multi) and localization Challenges of Standardization and flexibility Difficult to measure the impact of the internationalization attempt, no link back Tension between the local & the global: Standard & Flexibility

Nhampossa & Nielsen - Cambridge References Coronado and Livermore (2001) Kuada, J. and Sørensen, O. J. (2000) Internationalization of companies from developing countries, International Business Press, New York O´Donnell, S. M. (1994) Programming for the World. A guide to internationalization, PTR Prentice Hall, Englewood Cliffs, New Jersey Russo and Boor (1993)