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End-to-end privacy control in service outsourcing of human intensive processes: A multi-layered Web service integration approach

Author

Listed:
  • Patrick C. K. Hung

    (University of Ontario Institute of Technology)

  • Dickson K. W. Chiu

    (Dickson Computer Systems)

  • W. W. Fung

    (The Hong Kong University of Science and Technology)

  • William K. Cheung

    (Hong Kong Baptist University)

  • Raymond Wong

    (University of New South Wales)

  • Samuel P. M. Choi

    (The Open University of Hong Kong)

  • Eleanna Kafeza

    (Athens University of Economics and Business)

  • James Kwok

    (The Hong Kong University of Science and Technology)

  • Joshua C. C. Pun

    (The Hong Kong University of Science and Technology)

  • Vivying S. Y. Cheng

    (The Hong Kong University of Science and Technology)

Abstract

With the recent adoption of service outsourcing, there have been increasing general demands and concerns for privacy control, in addition to basic requirement of integration. The traditional practice of a bulk transmission of the customers’ information to an external service provider is no longer adequate, especially in the finance and healthcare sectors. From our consultancy experience, application-to-application privacy protection technologies at the middleware layer alone are also inadequate to solve this problem, particularly when human service providers are heavily involved in the outsourced process. Therefore, we propose a layered architecture and a development methodology for enforcing end-to-end privacy control policies of enterprises over the export of personal information. We illustrate how Web services, augmented with updated privacy facilities such as Service Level Agreement (SLA), Platform for Privacy Preferences Project (P3P), and the P3P Preference Exchange Language (APPEL), can provide a suitable interoperation platform for service outsourcing. We further develop a conceptual model and an interaction protocol to send only the required part of a customer’s record at a time. We illustrate our approach for end-to-end privacy control in service outsourcing with a tele-marketing case study and show how the software of the outsourced call center can be integrated effectively with the Web services of a bank to protect privacy.

Suggested Citation

  • Patrick C. K. Hung & Dickson K. W. Chiu & W. W. Fung & William K. Cheung & Raymond Wong & Samuel P. M. Choi & Eleanna Kafeza & James Kwok & Joshua C. C. Pun & Vivying S. Y. Cheng, 2007. "End-to-end privacy control in service outsourcing of human intensive processes: A multi-layered Web service integration approach," Information Systems Frontiers, Springer, vol. 9(1), pages 85-101, March.
    • Handle: RePEc:spr:infosf:v:9:y:2007:i:1:d:10.1007_s10796-006-9019-y
    DOI: 10.1007/s10796-006-9019-y
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    Citations

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    Cited by:

    1. Jahyun Goo, 2010. "Structure of service level agreements (SLA) in IT outsourcing: The construct and its measurement," Information Systems Frontiers, Springer, vol. 12(2), pages 185-205, April.
    2. J. Leon Zhao & Mohan Tanniru & Liang-Jie Zhang, 2007. "Services computing as the foundation of enterprise agility: Overview of recent advances and introduction to the special issue," Information Systems Frontiers, Springer, vol. 9(1), pages 1-8, March.
    3. Wafa Bouaynaya, 2020. "Characterization of Cloud Computing Reversibility as Explored by the DELPHI Method," Information Systems Frontiers, Springer, vol. 22(6), pages 1505-1518, December.
    4. Rajat Kumar Behera & Pradip Kumar Bala & Nripendra P. Rana & Hatice Kizgin, 2022. "A Techno-Business Platform to Improve Customer Experience Following the Brand Crisis Recovery: A B2B Perspective," Information Systems Frontiers, Springer, vol. 24(6), pages 2027-2051, December.
    5. Chulhwan Chris Bang, 2015. "Information systems frontiers: Keyword analysis and classification," Information Systems Frontiers, Springer, vol. 17(1), pages 217-237, February.

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