Corporate Social Responsibility in Global IT Outsourcing: A Case Study of Inter-firm Collaboration

Abstract

AbstractThis paper examines the intersection of corporate social responsibility (CSR) and global information technology outsourcing (GITO). The growing business participation in global CSR standards such as the Global Reporting Initiative, ISO 26000 and the UN Global Compact, demonstrates that CSR issues are important to buyers and providers of outsourcing services. The case study examines the outsourcing relationship between Co-operative Financial Services (CFS) and outsource provider Steria. Specifically we report on how aligned CSR priorities of the buyer and provider may identify opportunities for CSR collaboration. The case uses an analytical lens based on trust theory. The paper contributes practical knowledge of how trust developed in CSR collaboration may provide benefits in the areas of: (1) workforce efficiencies, (2) increased communication, and a (3) higher level of commitment to work through challenges in the outsourcing relationship. We found that by working together, in collaborating on CSR projects that both CFS and Steria built a more robust outsourcing relationship with a higher level of trust which leads to more successful outsourcing outcomes. The paper contributes to improved theoretical understanding of trust in market based inter firm outsourcing relationships and to the “doing well by doing good” discourse in CSR.KeywordsOutsourcingSocial responsibilityTrustCollaborative CSR