Intelligent Document Gateway: A Service System Case Study and Analysis

  • Vikas Krishna
  • Ana Lelescu
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


In today’s fast paced world, it is necessary to process business ­documents expediently, accurately, and diligently. In other words, processing has to be fast, errors must be prevented (or caught and corrected quickly), and documents cannot be lost or misplaced. The failure to meet these criteria, depending on the type and purpose of the documents, can have serious business, legal, or safety consequences. In this paper, we evaluated a B2B order placement service system that allows clients to place orders for products and services over a network. We describe the order placement service before and after deploying the Intelligent Document Gateway (IDG), a document-centric business process automation technology from IBM Research. Using service science perspective and service systems frameworks, we provide an analysis of how IDG improved the value proposition for both the service providers and service clients.


Service systems intelligent document gateway service science customer service representative B2B gateways 



The authors thank Jim Spohrer and Paul Maglio for insightful discussions and background material on service systems. They also thank Savitha Srinivasan and Jeanette Blomberg for raising questions that further helped shape this study.


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Copyright information

© Springer US 2011

Authors and Affiliations

  • Vikas Krishna
    • 1
  • Ana Lelescu
    • 1
  1. 1.IBM Almaden Research CenterSan JoseUSA

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