Management and Innovation Models for Digital Identity in Public

Sector

Nunzio Casalino

, Marisa Ciarlo

, Simone Sassetti

and Mattia Panico

LUISS Business School, Viale Pola 12, 00198 Rome, Italy

Invitalia, Via Calabria, 46, 00187 Rome, Italy

Sapienza Università di Roma, Via del Castro Laurenziano 9, 00161 Rome, Italy

Unfraud, Via Aurelio Saliceti, 10, 00153, Rome, Italy

Keywords: Business Information Systems, Automation, Innovation, Change Management, Identity Management,

Authentication, e-Learning, Security, ICT Adoption, IAM, CIP.

Abstract: This paper is aimed at analysing the international framework, both European and Italian, for the innovative

eID operating models, to identify the guidelines to follow for a correct identification of the operational

requirements, of the solutions and of the services offered by the model DIMIM – Digital Identity Management

and Innovation Model. After the framework’ analysis, we will go through the definition of a new set of

strategic guidelines customised on to the most interesting and relevant sectors identified by the DIMIM. This

step will consist in the highlighting, through to the help of tools such as the SWOT analysis and the priority

matrix, of the main constraints and opportunities emerging in the implementation process of the eID

operational models. The paper at issue is also aimed at identifying a universal, solid and multichannel

authentication system, the “IAM”, which will provide each individual with a set of solid and safe digital

credentials allowing the access to all the available services, promoting the creation of value-added services.

1 INTRODUCTION

The personal identity is defined as “The set of

essential and unique personal characteristics which

allow to identify a single individual”. In Italy, and in

all other European countries, eID is supported by

local Government. The implementation of eID

support systems is related to the need to dematerialize

procedures and documents and to guarantee the

access to eGoverment services, eHealth services and

to all the residual digital services provided by both

public and private authorized entities.

The access to these services is allowed only after

an “indisputable identification”, inasmuch is

necessary for the “user”, not only to be identified, but

also to get an authentication from a third authorized

individual (that could be a third party or the

Government entities themselves).

Nowadays, in Italy, eID is a work-in-progress

(only few services are supplied through eID), while in

other countries, first above all Estonia, eServices are

www.mise.gov.it

a reality. While the current Italian system still

requires time to adjust, in the countries already

interested by this revolution, processes and

procedures are set and fixed. The first authentication

procedure is the most delicate and it often involves a

double step authentication and check in governmental

databases. The lack of a framework can lead to

misuse or, even worse, abuse of eServices because of

a poor identification procedure (e.g. one step

authentication).

Italian government recently took over the problem

and through the “Decree 2.0”

clarifies that the first

step is the unification of the actual paper-ID card and

the social security number, but the road to the proper

implementation is long and rocky.

The paper focuses on the identification of the most

suitable industries and areas from where start to

disrupt the actual schemes and limits of eID. It does

not only address the Italian situation (despite clear

references to it) but the analysis is supposed to be

useful to any country and administration that find

Casalino, N., Ciarlo, M., Sassetti, S. and Panico, M.

Management and Innovation Models for Digital Identity in Public Sector.

DOI: 10.5220/0006279202250232

In Proceedings of the 19th International Conference on Enterprise Information Systems (ICEIS 2017) - Volume 1, pages 225-232

ISBN: 978-989-758-247-9

225

itself in the same condition. Following, some of the

most important areas of intervention from a strict

governmental point of view

1.1 e-Health

The idea to supply health services (records,

prescription, personal history) is something

governments are trying to reach to have more control

on local infrastructures, to rationalize and better

assign public funds. Estonia is a pioneer in eHealth

services and it represents the best case concerning

digital services and eID. In Estonia, all persons

entitled to the NHS, have a national health record to

which they have access through credential linked to

the eID. Another revolution they introduced regards

the doctor-patient relation, and is called ePrescription

platform. Through this, all communications,

electronic prescriptions and inquiries between them

will take place in a secure channel, accessed through

credentials. Is it clear how much Estonia invested in

these services and how much people believed in these

projects.

1.2 e-Government

EGovernment will make all government services

available online to citizens, without necessarily

appear in person, but using the credentials associated

with eID. In this way, the life of the citizen 2.0, would

be greatly simplified, from any point of view, but

ensure a good level of service in a country such Italy

(90 million people), needs the highest level of effort

from all public actors and citizens, too. Also in this

scenario, Estonia is a successful case that for 10 years

now, has provided eGovernment services to its

citizens. Italy is trying to keep pace with the most

digitalized countries and recently introduces SPID

(Digital Identity Public System), but public and

administrative deficiencies slow down to innovation

process.

2 SECURITY AND EID

One of the biggest challenges that Italy must face, is

the issue of system security. It is of primary

importance for the proper spreading of eID as Italians

already have a strong aversion to technology.

EGovernment services are little used while eHealth

http://www.sviluppoeconomico.gov.it

www.spid.gov.it

services are not yet fully available (but is a matter of

big interest).

Given the lack of confidence that Italians have

towards the digital, it is necessary to provide a lot of

information and data about the technologies that are

being introduced. Allowing individuals to really

understand the technology they are going to use, it is

more probable to persuade them and raise the tech

adoption rate. Some of the solutions comprehend

courses, seminars, free meetings with industry

experts, as well as to illustrate, even technically, the

functioning of an eID.

The main point remains security: the Government,

to succeed in the eID diffusion, must inform citizens

about the systems used and the security precautionary

measures taken.

2.1 EID Reference Context and

Innovative Operative Models

The need to provide tools for the reliable

identification of individuals both in the physical and

in the virtual world is more and more crucial to eID

systems: this will ensure an increase of quality life

and better services both from privates and Public

Administrations. All this must be compliant with

privacy regulations, to protect citizens’ privacy and

ensure there are no data leaks. In this sense is useful

to employ two-way authentication techniques,

through a certificate: it is a form of guarantee that the

information sent have not been modified or altered

during the transfer

The term Identity Management addresses the set of

integrated technology systems and the synergy of

services, products, policies, and processes that allow

both public and private bodies to facilitate - and at the

same time control – users’ accesses and personal data.

An Identity Management (IdM – See Figure 1) is the

convergence of different products, previously

separated, which now create a unique system and

single solution to a long series of issues: they

represent a solid security infrastructure, based on a

strict authentication framework that allows the

adoption of rigorous security policies to control

access and to ensure privacy.

These systems can be exploded into layers, where

each layer provides services to the next level.

https://www.globalsign.com/en/

ICEIS 2017 - 19th International Conference on Enterprise Information Systems

226

Figure 1: Identity Management Architecture (IdM).

The more users feel safe in terms of security and

data privacy, the more he will benefit from the

services supplied online by public and private

entities. For this reason, the introduction of an eID

that uniquely identifies the user and allows him to

safely operate in the digital world, will positively

influence the behaviours and help the spread of online

services for citizens.

The diffusion of IdM systems, pushed companies

to encrypt data traveling on the web: this was the

beginning of the companies that have made this type

of activity their core business, the Certification

Authorities: public or private, authorized to issue a

digital certificate through a procedure that follows

international standards and comply with European

(and national) legislation on cyber security. Once

issued, the certificate will be used to encrypt and

decrypt data (asymmetric and public key)

2.2 Applicability of the Model in Social

Networks

Another interesting area, related to the Model

presented in this paper, is the Strong Authentication

as part of the social network area. It is identified as an

important element to consider, due to the

pervasiveness of the social networks in the life of

almost every citizen. Therefore, this topic must be

consistently covered, to have a clear view of all

possible scenarios to consider while building a

system. The advent of the web, while it has made

noticeable improvements in the daily life of each of

us, it also triggered the development of new

opportunities for fraudsters and criminals: the

extensive use of electronic mail, digital monetary

transactions, and social networks, has resulted in an

increase of the circulation of personal data, making

citizens more and more exposed to the risk of identity

theft, a renown fraudulent scheme where the stolen

ID is afterward exploited for criminal intents.

https://www.firma.infocert.it

A long series of surveys have been analysed to

investigate this phenomenon and consider the fact

that the population has different levels of knowledge

and therefore of interaction with internet, that

depends on different variables such as age or

profession. The surveys have been analysed to learn

about the use of ID on the web and computing habits,

with attention to the awareness about issues as data

theft, ID theft, data leaks and dissemination.

The opinion that prevails from the surveys,

especially from young citizens, is that risks associated

with ID theft are low, despite their high frequency and

propensity in disclosing their personal information

online. There is also not enough sensitivity about

Information Security in general: some behaviours are

more common - the installation of antivirus or the use

of different and personalized passwords for different

services or sites - some are less common - as reading

the term and conditions or the incognito navigation.

If it is true that only 12% of internet users claims

to have suffered or be aware of cases of ID theft, it is

also true that it is the lack of knowledge that causes

the shortage of protection systems: in this sense, the

raise of awareness is fundamental and plays an

important role in digital security.

Young people access to the Internet mainly from

the smartphone (63.2%), although even the laptop and

desktop computers remain frequently used tools

(respectively 57.4% and 43.9% of cases). The devices

are generally shared with other family members,

friends, or with the entire household (this is the

typical case of desktop computers, laptops and

notebooks), while they remain of exclusive use in

case of smartphones or gaming consoles. There is also

a clear tendency gender: except for laptops and

tablets, which are used with equal frequency by both

males and females, game consoles, computers and

even smartphones remain mostly used by males.

The activities are numerous and diversified by

purpose and mode of access to the network: over 90%

of users access online to surf the Internet, to access

multimedia content and use social networks, both

from PC and from smartphones; electronic mail is

also frequently used, mostly from desktop computers,

while applications download (77% of cases) is largely

tied to the possession of a tablet or a smartphone.

Only 50% of users download multimedia content

from the Internet, or make purchases through direct

channels and through purchasing groups: in all these

cases always prevails the use of a PC.

Management and Innovation Models for Digital Identity in Public Sector

227

2.3 EID and Blockchain

Blockchain

is a technology potentially applicable to

revolutionize and have a huge impact on almost any

sector. The Blockchain intentionally lacks of a

centralized management system, shortening the

intermediaries chain, allowing the sending of data

quickly, safely and at a low cost. It Blockchain

assumes an important role in many sectors but it may

be considered virtually opposed to the concept of the

eID. This because Blockchain is the result of a long

period of deregulation that culminated with the

creation of a system that completely cuts-off any

central system from the equation.

The actors to be identified and certified should be

recognised and labelled as “trusted” by an external

party: what happens with Blockchain is that these

entities correspond. As a Digital Identity implies

citizenship, duties and rights related to the country of

belonging, it naturally follows that the issuer should

be anyone else but the Government.

For this reason, the Innovation Model here

considered, will not further comprehend the

Blockchain in the feasible scenarios considered.

3 MAIN REFERENCE

INDUSTRIES IDENTIFIED

To date, the Digital Signature is used to identify both

the author and the integrity of an electronic document,

while it is still difficult to guarantee the identity of an

individual connected through the network. In fact, if

in daily practices each subject is able to prove its own

identity, this is still an obstacle if the identification

has to be done on-line or without the physical

presence of the individual. From these considerations,

according to the latest EU guidelines transposed at

national level with the constitution of the Italian

Digital Agenda, this document aims to:

 Define a universal and robust authentication

system, IAM, that is also multi-channel and

federated with the main operators in the sector, to

assign secure digital credentials to each individual

and allow the access to all available services.

 Design a value-added service called CIP that,

according to the cloud computing model, will

provide users with an online personal data

repository, always accessible from anywhere and

anytime. The CIP will fully accomplish to the

www.blockchain.com

Digital Identity concept. The CIP will be able to

collect all digital documents from a user

automatically, even from different sources, and

provide value-added services and information.

3.1 Methodology Used to Identify

Priority Sectors

The identification of strategic guidelines has been

realized using a matrix that, for the application fields

of the project, defines the main hypothetic areas to

which the project can be applied.

The matrix used defines for each macro-sector,

industry and business-sector, the potential revenues,

complexities and risks arising from the introduction

of the Digital Identity. International best practices

(e.g. Estonia, New Zealand), as well as specific

studies (e.g. The value of our digital identity, BCG),

have been taken into account to enhance the variables

considered in the study.

The matrix has been built on the basis of a

multitude of variables, able to identify the data to

analyse for the realization of the project. The field

analysis on market areas, identified more than 5

macro-sectors, that cover more than 60% of the total

active enterprises in Italy (>3 million companies). It

is important to take into account that the majority of

the industries not in the target are, for the most part

(about 1.7 million of enterprises), firms in the

agricultural sector, considered of marginal

importance for the project. The 5 macro-sectors have

been subdivided into 22 smaller sectors, that is more

than 80 areas in total. A further segmentation has

been performed, where appropriate, to better specify

the unit reference, as happened with the banking and

telecommunication industries, where big enterprises

have been distinguished by small/medium ones.

 Macro-sector: Main reference industries (Public

Administration, Financial Services, TLCs,

Energy, Transportation and other services, IT

industry);

 Sector: Main sectors considered for each Macro-

sector, (e.g. in the Financial Services Macro-

sector: Banks, Insurance companies, Financial

institutions, and so on). The majority of sectors

have been considered of interest for the offer

examined;

 Areas/Potentially interested Bodies: for each

sector of interest, have been considered the main

bodies and the most interesting companies.

ICEIS 2017 - 19th International Conference on Enterprise Information Systems

228

A long series of numerous variables have been used

to develop the matrix.

Qualitative evaluation elements:

 Rational business: for each area have been

evaluated the main benefits that the Digital

Identity can bring in the field and/or the reasons

that can push companies/bodies to employ IdPs to

supply their services;

 Pricing Model: have been considered different

pricing policies applicable to the context

considered based on the assessment of the

potential profitability of the sector (per user fee,

per-transaction fee, flat fee, initial investment,

free trials and so on);

 National / International Experiences: Details of

any similar experience in Italy or in the world

Potential Business Revenues evaluation

elements:

 Potential Diffusion (DIFF): it indicates the

diffusion chance of the IdPs in the reference

sector, taking into account the high number of

businesses, the number of potential users, the

amplitude of the reference area and the ease of

spread, based on three values (High = x million

users; Average = x00.000 users; Low = limited

user);

 Need for Digital Identity (IdPs): it indicates the

propensity to digital services in the industry and if

is required or requested the adoption of IdPs in the

reference sector, based on three values (High =

The business sector has strong need IdP

mechanisms; Middle = There may be opportunity

for IdP introduction alternatively to other

instruments used (e.g. PIN); Low = little oriented

sector to digital and / or IdPs does not apply to the

reference sector or there can be used other already

established instruments in the area);

 Business Profitability (REV): it indicates the

potential profitability of the sector, taking into

account the pricing model applicable, the business

rationale and users’ willingness to pay, based on

three values (High, Medium, Low).

Target Market evaluation elements:

 Competitors Presence (COMP): it indicates the

presence of competitors in the sector, based on

three values (High = High concentration of

competitors in the sector; Medium = not

significant presence of competitors in the sector;

Low = Sector with few or no competitors);

 Saturated Market (SAT): it indicates whether

the specific sector of the market is already

addressed with reference to the introduction of

IdP tools and / or have already introduced

alternative tools, based on two values (values: 2 =

YES / NO = 1).

Complexity/Risk evaluation elements:

 Potential costs of planting and marketing

(COST): it indicates the order of magnitude of the

cost needed for the implementation and / or the

diffusion of IdPs in the sector, both in terms of

product customization and of market distribution,

based on three values (High >= € 500,000; Low

<= € 100 000);

 Complexity / Risk (RISK): indicates the level of

complexity and the degree of risk to face for the

diffusion of IdPs in the sector, based on three

values (High = High expected level of complexity

and risk; Medium = Average complexity and risk

values; = Low risk and limited complexity).

Further evaluation elements:

 Functional Expertise (ExFUN): it indicates the

level of practical and business expertise needed to

develop / promote the product in the sector, based

on three values (High = High expected level of

expertise and experience; Medium = Competence

and experience in average values; Low = Lower

need for knowledge of the sector from a functional

and business point of view);

 Technical expertise (Extec): it indicates the level

of technical and specific expertise needed in the

sector, based on three values (High = High

expected level of expertise and technical

experience; Medium = Average values of

competence and experience; Low = Lower need

of specific and technical knowledge).

4 MAJOR INTEREST AREAS

AND SECTORS FOR DIGITAL

IDENTITY (IDP) AND CIP

The choice of priorities has been defined to ease the

spreading of the Digital Identity (eID), according to a

series of factors:

Management and Innovation Models for Digital Identity in Public Sector

229

 Rapid promoting in most “advanced” sectors;

 Attacking of most profitable areas and companies;

 Prioritizing short and medium term revenue

policies;

 The trade-off between complexity / risk and

market potential;

 The low complexity of competitors and the

reference market maturity.

Some areas (INAIL, Energy, Cards, Lottery,

Transportation, SMEs) have a big potential in the

Medium and Long term, but it will be necessary a

specific study to evaluate the opportunity to develop

the ID in the national specific context

. The synthesis

of the result of the matrix can be depicted in the image

in the next page (Figure 2). It defines four quadrants,

where the top-right area is the most interesting (high

potential revenues and low risks) and the lower-left

quadrant represents the no-interest area. The other

two parts show the areas to be evaluated and explored

on an opportunistic basis.

Short term interest areas to promote are:

 Banking and Payment Institutions;

 Life insurance companies:

 Telecommunications Companies;

 Ecommerce/Merchants;

 INPS (National Institute of Social Security)

;

 Car rental companies;

 Pharmaceutical retail services.

Figure 2: Evaluation Matrix.

 Private clinics and diagnostic centres;

 ACI / DMV, Universities.

No-interest areas to consider with low priority,

http://www.agendadigitale.eu/identita-digitale

are defined by the following traits:

 Need for substantial investments in terms of

marketing and market complexity;

 Low profitability and high market saturation;

 Presence of established competitors.

Included in this area can be founded:

 Pharmaceutical Companies;

 Ministry of Education;

 Research Institutions;

 Investment Bank, SGR;

 Contact Centres;

 Automotive / TAXI, Delivery / Post;

 Life Insurance branch, Brokers;

 Retail (apparel, food & drink, decor).

5 CONSTRAINTS AND

OPPORTUNITIES FOR AN

OPERATIONAL MODEL

Within the development of a Digital Society, we

should consider both the actions that can contribute to

the proactive participation to the European Single

Market and the interventions to promote the digital

economy. Priorities are the interventions with a focus

on the digital market, as the support for the e-

Commerce diffusion (both for the demand and for the

supply side), the organizational changes in companies

for e-business, the ICT vouchers for the introduction

of technologies in businesses, the support for web

start-ups as part of more general policies for start-ups.

Today we are facing a new kind of "digital

enterprise", a kind of enterprise that is unfortunately

not classified by companies’ registration offices or by

other national bodies. Moreover, they often do not

have prerequisites to access public incentives.

Particularly important to fasten the digitization of the

economy, are the creation of a regulatory framework

and the diffusion of effective tools for electronic

invoicing (e-Invoicing), electronic payments (e-

Payment) and the electronic procurement (e-

Procurement). Policies for digital growth, in terms of

Research & Innovation and digital market

development, require a qualitative leap both for the

Public Administrations and for the private business

realities. Both should evolve from players that design

and provide solutions to proactive partners that make

all their assets available, collaborating for the co-

design and co-production of solutions and services,

https://www.inps.it/portale/default.aspx?NewsId=3154

ICEIS 2017 - 19th International Conference on Enterprise Information Systems

230

thanks to the enabling role of ICT. Institutions and

private partners must lead the change considering the

interdependent relationship between technology,

industry and society, so that the industry can respond

to technological progress ensuring all citizens have

access to new digital services.

Regarding the areas of intervention identified, the

existing synergies between them act on different

levels of supply and demand, relating both to the

public sector and, indirectly, to the private sector too

(through enhancement of public information, open

data, information security, digital identities, smart

communities, digital skills development).

The development of the digital administration and

economy, is not possible without an effective

securitisation of networks and information,

fundamental to obtain citizens’ trust towards the

online services provided. This condition is necessary

to allow people to autonomously operate and use the

services, raising the efficiency of the entire

economical system.

The recent and increasing attack rate, both on

private and governmental IT systems, injected new

life into this topic, especially when key or critical

infrastructures are the target of such assaults, such as

energy distribution facilities, the banking system and

financial institutions.

6 SWOT ANALYSIS

That of digital growth is a cross-cutting topic to any

area, from for tourism and culture, to craftsmanship

and digital manufacturing. It is very varied in terms

of possibilities, ranging from simple "online sales" of

products, the complete change of business models,

the opening of new markets, to the "makers"

movement. The completion of national and

international strategies related to ICT as KET in

Research & Innovation, is fundamental when

designing new policies for digital growth through

research and innovation. Such policies should aim at

creating a digital ecosystem that is dynamic,

competitive, productive, friendly, safe and full of

opportunities. This includes initiatives related to the

"Living Labs", the research on big data, the theme of

entrepreneurial discovery, the development of pre-

commercial procurement and the promotion of

public-private partnerships, the development of

advanced technologies needed for smart

communities. A further priority should be the

"Entrepreneurial discovery” intended as the process

which encourages companies, research centres and

universities to work together to identify the most

promising areas, but also the weak points that may

hinder innovation. ICT and digital ecosystem are key

enabling elements for the full development of the

potential of entrepreneurial discovery.

It is crucial in this scenario, to be aware that

technology evolves exponentially, and social

relationships too, but there is need of widespread

skills and increasingly powerful technological

infrastructure not losing competitiveness and socio-

economic growth capacity. Therefore, it is needed the

identification of a strategy to recognise strengths and

weaknesses, opportunities and threats, which can be

synthetically represented in the SWOT analysis that

follows.

6.1 Exponential Technology Growth

The technological growth, does not only represents an

instrumental element for any country, but it is also the

biggest strength to exploit to make eID spread. The

creation on a digitalization path, as well as a

regulatory framework and a system of priorities is, as

previously shown, essential. All progresses should be

of course measurable and executed rapidly, to better

take advantage of the technology growth. The

increase of internet use among citizens, will end the

Digital Divide and open to innovations (e.g. Smart

Cities).

6.2 Need for Infrastructures and Skills

A digital revolution, can be pursued only when can

rely on an adequate infrastructure system and

widespread skills. The need of huge investments, both

in human and financial capital, represents a weakness

to which should be given attention.

All delivery, rollout and dissemination

mechanisms, must be set and perfectly working to

avoid the risk of duplication and misalignment of

confidential information.

6.3 Exploit the Actual Scenario and

Social Economic Capacity

The traction of eID can be exploited to start a

structured collaboration among all public actors,

creating a well-established, clear and common

strategy. The rollout of new services, will enable

mobile payment, remote access, loyalty programs and

peer-to-peer appliances, all based on the attributes

contained in CIP. Despite the scenario has good

perspective, threats coming from the scarce

utilization of economies of scale and synergies

(mainly due to fragmentation of resources and

Management and Innovation Models for Digital Identity in Public Sector

231

investment duplications), can mine eID. Moreover,

must be avoided that third parties without specific

characteristics (e.g. Banks) can become IdPs and use

their customer base to force government to authorize

them. The cost of control, conversion and

maintenance of the eID system is high, also in terms

of human effort. Last, data leak is a problem that has

to be faced with priority in respect to other.

7 CONCLUSIONS

The unique and peculiar characteristics of Italy,

which are due to the territorial distribution, the type

of culture and demographic factors, equally

contribute to the slowing of the large-scale spread of

new technologies and digital in general. These

considerations can be extended to other countries,

too: the uniqueness that characterizes each Nation, is

one of the reason why is so difficult to create a unique

framework regarding eID. In many areas and sectors,

citizens do not even feel the need for a Digital

Identity, stressing that the main limitations are

coming from culture and mentality. Italy is trying to

leverage the advantages that Digital Identity can bring

in the life of "Citizen 2.0", but what is needed to make

tangible progresses, is a simplification both from the

technical and political point of view. Given that these

obstacles to eID are real and widespread, the

Innovation Model proposed in this paper, considering

the Italian specific features, tries to depict a possible

solution to all those countries that find themselves in

the same conditions, and offers effective tools to

adequately address the Digital Identity innovation

and pick suitable sectors and areas of application.

REFERENCES

Butler, J., 1999. A practical model for technology and

innovation management, Proceedings of the Portland

International Conference on Management of

Engineering and Technology, PICMET, pp.103-105.

Cardinal, L.B., Alessandri, T.M., Turner, S.F., 2001.

Knowledge modifiability, resources, and science-based

innovation, Journal of Knowledge Management, Vol. 5,

No. 2, pp.195-204.

Carneiro, A., 2000. How does knowledge management

influence innovation and competitiveness? Journal of

Knowledge Management, Vol. 4, No. 2, pp.87-98.

Casalino, N., 2009. An Innovative Model of Transnational

Learning Environment for European Senior Civil

Servants - Organizational Aspects and Governance,

proceedings 11th International Conference on

Enterprise Information Systems - ICEIS, Milan, Italy,

INSTICC, pp.148-153.

Casalino, N., D'Atri, A., Manev, L., 2007. A quality

management training system on ISO standards for

enhancing competitiveness of SMEs, Proc. 9th

International Conference on Enterprise Information

Systems - ICEIS 2007, June 12-16 2007, Funchal,

Madeira - Portugal, INSTICC, pp. 229-235.

Casalino, N., Di Persio, F., 2004. Integrating medical

services, training and education: the Hermes project

platform, in ATL - Advanced Technology for Learning

Journal, ACTA Press Anaheim - Calgary - Zurich, Vol.

1, Issue 2, pp.71-80.

Chesbrough, H., 2003. The New Business Logic of Open

Innovation, Strategy & Innovation, 1, pp.11-15.

De Marco, M., 2004. Le metodologie di sviluppo dei

sistemi informativi, Franco Angeli, Milan.

Gatti, M., 2000. Organizational innovation and virtual

institutes, Journal of Knowledge Management, Vol. 3,

No. 1, pp.75-83.

Johannessen, J.A., Olsen, B., Olaisen, J., 1999. Aspects of

innovation theory based on knowledge-management,

International Journal of Information Management, Vol.

19, No. 2, April, pp.121-139.

Kaplan, S.M., 1999. Discontinuous innovation and the

growth paradox, Strategy and Leadership, March-

April, pp.16-21.

Kessler, E.H., Chakrabarti, A.K., 1997. Methods for

improving the quality of new product innovations,

Proceedings of the Portland International Conference

on Management and Technology, PICMET, pp.405-

408.

ICEIS 2017 - 19th International Conference on Enterprise Information Systems

232