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Structuring dependable on-line services: A case study using internet grocery shopping Gordon Baxter, Budi Arief, Shamus Smith and Andrew Monk Outline DIY internet grocery shopping GSETDIFY internet grocery shopping Net Neighbours scheme Structure and Dependability issues Summary

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structuring dependable on line services a case study using internet grocery shopping

Structuring dependable on-line services: A case study using internet grocery shopping

Gordon Baxter, Budi Arief, Shamus Smith and Andrew Monk

outline
Outline
  • DIY internet grocery shopping
  • GSETDIFY internet grocery shopping
  • Net Neighbours scheme
    • Structure and Dependability issues
  • Summary
  • Future work

Edinburgh DIRCshop

diy internet shopping hta
Register with supermarket

Perform shopping activities

2.1 Decide groceries required

2.2 Select groceries (on-line)

2.3 Select delivery slot (on-line)

2.4 Pay for groceries with credit card (on-line)

2.5 Be in to receive groceries

2.6 Check groceries and return any unwanted substitutions/error

2.7 Put away groceries

2.8 Check credit card statement

Plan: 2.1 then 2.2 and 2.3 in any order, then 2.4 – 2.8 in order

Plan: 1 only once then repeat 2 as necessary

DIY internet shopping HTA

Edinburgh DIRCshop

slide4

Supermarket

Client

On-line, credit card

Email or web confirmation

Goods delivery

DIY internet shopping diagram

Edinburgh DIRCshop

diy possible exceptions
DIY, Possible Exceptions
  • Problem in registering with supermarket
    • Cannot understand purpose or jargon
    • No email account
  • No suitable delivery slot
  • No credit card for payment
  • Forget or unable to be in for delivery
  • Delivery does not arrive on time
  • Essential items are not delivered
  • Apparent error on credit card statement

Edinburgh DIRCshop

gsetdify internet shopping
GSETDIFY internet shopping
  • Get Someone Else To Do It For You…
    • No internet connection
    • Difficulty with interface
  • Slight modification to the DIY approach…
    • More stakeholders
    • More complex structure

Edinburgh DIRCshop

slide7

Intermediary

Supermarket

Client

On-line, credit card

Email or web confirmation

Goods delivery

GSETDIFY shopping diagram

Edinburgh DIRCshop

net neighbours
Net Neighbours
  • Based in York
    • Providing social contact & shopping service
  • Stakeholders:
    • Elderly people (clients)
    • Volunteers (intermediary)
    • Age Concern York (intermediary)
      • Development Worker
    • Local Supermarkets

Edinburgh DIRCshop

net neighbours contd
Net Neighbours (contd.)
  • Interactions
    • Client – Volunteer: over the phone
    • Volunteer – Supermarket: on-line
    • Volunteer – Development Worker: over the phone
    • Client – Development Worker: over the phone and possibly face-to-face

Edinburgh DIRCshop

net neighbours hta 1
Net Neighbours HTA (1)

1. DW Register Volunteer

1.1 DW Get references

1.2 ACY Train volunteer to work with older people

1.3 ACY Train volunteer to use service

2. DW Register client with supermarket

3. DW Match volunteer to client

4. DW, V, C Introduce Volunteer to Client

Edinburgh DIRCshop

net neighbours hta 2
Net Neighbours HTA (2)

5. V, C Perform shopping activities

5.1 C Decide groceries required

5.2 V, C Select groceries (on-line)

5.3 V, C Select delivery slot (on-line)

5.4 V Pay for groceries with credit card (on-line)

5.5 V Send order details to DW

5.6 V, C Agree time for next call

Edinburgh DIRCshop

net neighbours hta 3
Net Neighbours HTA (3)

5.7 C Be in to receive groceries

5.8 C Check groceries and return unwanted substitutions/error

5.9 C Put away groceries

5.10 C Send receipt and cheque to ACY

5.11 ACY Arrange reimbursement for volunteer

Edinburgh DIRCshop

net neighbours hta 4
Net Neighbours HTA (4)

5.12 V Check credit card statement

Plan: 5.1 then 5.2 and 5.3 in any order, then 5.4 – 5.11 in that order, 5.12 when available

6. ACY Audit payments and receipts

Plan: 1 – 4 only once then repeat 5 and 6 as necessary

Edinburgh DIRCshop

slide14

Supermarket

Volunteer

Client

ACY

Phone call

On-line, credit card

Email or web confirmation

Goods delivery

Payment and reimbursement

Net Neighbours, simplified shopping diagram

structure and dependability
Structure and Dependability
  • Multiple stakeholders
    • Separated in time and space
    • Each has different views
    • Extra communication
    • Trust issues and dependencies

Edinburgh DIRCshop

possible exceptions clients
Possible exceptions: clients
  • No suitable delivery slot
  • Forget or unable to be in for delivery
  • Delivery does not arrive on time
  • Essential items are not delivered
  • No bank account for payment to ACY
  • Volunteer does not ring as agreed
  • Insensitive volunteer upsets client

Edinburgh DIRCshop

possible exceptions volunteer
Possible exceptions: volunteer
  • No suitable time for next call
  • Delay in reimbursement from ACY
  • Apparent error on credit card statement

Edinburgh DIRCshop

possible exceptions acy
Possible exceptions: ACY
  • Volunteer does not ring as agreed
  • Essential items are not delivered
  • Client does not send payment and/or receipt
  • Reimbursement error or delay causes volunteer to resign
  • Insensitive volunteer upsets client
  • Apparent error in audit

Edinburgh DIRCshop

more on dependability
More on Dependability
  • ACY facilitates dependable service
  • Measures taken:
    • Development worker to handle exceptions
    • Volunteers selection and training

Edinburgh DIRCshop

summary
Summary
  • DIY and GSETDIFY grocery shopping
    • Stakeholders and structure issues
    • Dependability lies in the way the service is administered
  • Benefits of Net Neighbours scheme:
    • Grocery shopping for elderly people
    • Socialising medium

Edinburgh DIRCshop

future work
Future work
  • Extending Net Neighbours scheme
    • Other shopping purposes?
      • Books, train timetables, etc.
    • More clients and volunteers
  • Adding another stakeholder
    • friend or relative physically visits the client

Edinburgh DIRCshop