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KOMIDA: Implementing Digital Microfinance in Indonesia
Koperasi Mitra Dhuafa (KOMIDA), the second largest microfinancing institution in Indonesia, was to launch its digital mobile platform by the end of 2018. The trial in selected field offices had begun. Among the many objectives, the new platform had to improve the efficiency and reliability of KOMIDA's nationwide field operations. The operational director, the point person for this initiative, had to make sure that the operations department back in its Jakarta headquarters could work well with more than 200 KOMIDA field offices nationwide. He keenly remembered the recent failure of a smart card pilot. It had to be scrapped due to cost concerns and a lack of acceptance from KOMIDA's clients. How could he ensure that the coming trials would lead to a successful rollout? What should he watch out for to keep things progressing smoothly? This case describes KOMIDA's motivations behind such an initiative and its challenges in managing the project and their vendor, TBOP. It discusses how IT project management should be mindful of the prevailing cultural and industry norms in a country. By focusing on digitalisation and the promise of deep analytics, it also discusses how an organisation can become "digital-ready". -
GeriCare@North: Building and Sustaining a Tele-Geriatrics Ecosystem
This case chronicles the evolution, challenges and actions taken by an integrated care telemedicine ecosystem comprising an acute hospital and nursing homes for the elderly. More generally, it describes the challenges faced by the keystone or hub organization in initiating and deploying a novel service that required the contributions and collaboration of diverse partners, many of whom were experiencing resource constraints, in the face of changing industry environment. It details the steps taken to deal with the challenges of getting wary partners with unequal resources and capabilities on board, levelling up skills, and putting in place technology and joint processes necessary for the delivery of a joint service. It demonstrates that the steps resulted in increased partner trust, improved levels of partner competency, increased service quality, and cost savings. The case can be used for courses in: (a) Information Systems, to examine the implementation of systems across multiple organizational partners in order to offer new services. (b) Platforms and ecosystems, particularly those focused on ecosystem evolution. (c) Healthcare, to discuss the development and deployment of integrated care initiatives.