Co-creating value from IT in a contracted public sector service environment: Perspectives on COBIT and Val IT

Research that examines Information Technology (IT) value has called for studies to explore the co-creation of value, including in multi-firm environments. This study draws upon the practice of IT governance in a successful large-scale IT deployment, wherein private and public firms were involved as customer service providers with the principal, a large government department. Drawing on customer-centric co-creation concepts from marketing research, through comparative analysis and related application to our case study, we detail the merit of a service-oriented approach to co-creating value from IT and the assistance COBIT and Val IT can provide. Importantly, we identified determinates of co-created value in a multi-firm environment, although our analysis reveals some need to evolve COBIT and Val IT to improve guidance regarding the mechanisms required to achieve this in such environments.