Achieving Trust, Relational Governance and Innovation in Information Technology Outsourcing Through Digital Collaboration

Abstract

Through an explorative case study, this paper provides insights on how the adoption of a digital collaboration tool (i) can create a more trust-based relationship between ITO client and suppliers, and (ii) can foster collaborative relationships that result in both operational and strategic innovation outcomes. Our case study is based on an ITO project developed by Infocert, the first Certification Authority in Italy, having issued and managed more than 4,500,000 qualified certificates of digital signature. Our findings show how digital collaboration can affect trust before and during the engagement phase of the IT outsourcing process. The digital media tool increased communication flexibility and supported temporary relationships based on explicit rather than implicit agreements. This case, therefore, highlights how the use of a digital collaboration tool can change relational governance in a short time frame as trust among client and suppliers switched swiftly from affective attitudes to a more objective relations based on competencies.