Personalized Service Delivery Research Articles

Digital Transformation in Banking: A Systematic Review Of Trends, Technologies, And Challenges

This study systematically reviews the transformative impact of digital transformation in the banking sector, focusing on trends, technologies, and challenges that shape modern financial institutions. By analyzing 150 peer-reviewed articles published between 2015 and 2025, this study highlights the critical role of emerging technologies such as artificial intelligence, machine learning, blockchain, and digital wallets in enhancing operational efficiency, customer experiences, and financial inclusion. The findings reveal how AI and ML drive predictive analytics, fraud detection, and personalized service delivery while mobile banking and digital wallets revolutionize accessibility and convenience, especially in underserved regions. Blockchain technology emerges as a game-changer, offering secure and transparent financial transactions, reducing costs, and fostering trust. The review also identifies significant challenges, including cybersecurity threats, regulatory compliance, and environmental implications, particularly the energy demands of digital infrastructures. Furthermore, this study highlights gaps in existing literature, such as limited long-term impact studies and insufficient cross-regional analyses. This comprehensive synthesis provides valuable insights for banking institutions, policymakers, and researchers seeking to align digital transformation initiatives with strategic, operational, and sustainability goals, ensuring a balanced approach to innovation and inclusivity in the financial sector.

Language of emotions: Establishing connection with customers in tourism industries

Establishing a deep connection to customers is crucial in the highly competitive tourism industry. Service providers in the tourism industry must be good expressive communicators in order to deliver a better product and enhance the customer’s experience. This qualitative study explores the significance of the 'Language of Emotions' in the tourism industry, including the use of empathy, emotional intelligence, and effective communication to comprehend and address the emotional requirements of consumers. Tapping twelve (12) frontline tourism industry workers with at least three years of experience and twelve (12) tourists who made six purchases of tourism-related goods in the previous two years totaling to 24 respondents via purposive sampling, results of this study implies that tourism industry professionals can use this language to develop unique experiences, cultivate client loyalty, and accelerate company expansion. Personalized service delivery, emotional engagement, and attentive listening are some strategies. The study also highlights the necessity of providing personnel with communication and emotional intelligence training. The usefulness and difficulties of applying the "Language of Emotions" are covered in the conclusion, along with suggestions for further study and use. For tourism industry experts looking to improve client satisfaction and loyalty through emotional connections, this research provides insightful information.

DiSA-CF: A distance-integrated self-attention model for collaborative filtering in web service recommendation

The ubiquity of the Internet of Things (IoT) across diverse applications underscore its pivotal role in seamlessly integrating physical devices to facilitate efficient data collection, analysis, and automation. Consequently, ensuring the Quality of Service (QoS) emerges as a critical imperative. While numerous studies have proposed methodologies focusing on resource optimization, network management, and data processing techniques, several previous approaches to QoS prediction may face constraints in the Internet of Things (IoT) environment, where the dynamic nature of IoT environments demands predictive models capable of adapting to varying conditions. Integrating user and service location data into QoS prediction models is paramount, as it enables personalized service delivery tailored to the user’s specific context, thus enhancing the user experience and overall system performance. This paper presents a novel approach to QoS prediction in IoT, harnessing self-attention and collaborative filtering (CF) techniques while incorporating location-based features such as distance from the user to the service. Experimental evaluations on benchmark datasets reveal that our proposed model improves prediction accuracy by up to 7 % compared to existing methods, underscoring its efficacy in enhancing QoS provisioning in IoT environments.

IoT-Enabled Innovative Environment with Efficient Routing for the Digital Library Services to Examine the Behavior of Users

An IoT-enabled innovative environment with efficient routing is proposed for digital library services to analyze user behavior. This conceptual framework leverages the Internet of Things (IoT) to create a smart library ecosystem where connected devices collect and share data in real-time. The emphasis on efficient routing ensures seamless access to digital resources, optimizing the user experience. This study introduces an IoT-enabled innovative environment aimed at optimizing digital library services by examining user behavior, incorporating the Clustered Centered Routing Cryptography Scheme (CCRCS). The proposed framework leverages the Internet of Things (IoT) to create a dynamic ecosystem within digital libraries, facilitating efficient data collection and analysis. By implementing the CCRCS, data transmission is secured through clustered-centered routing, ensuring the integrity and confidentiality of user interactions and resource access. Through the IoT infrastructure, libraries can monitor user behavior in real-time, capturing valuable insights into preferences, browsing patterns, and resource utilization. This holistic approach enables libraries to adapt their services to better meet user needs, optimize resource allocation, and enhance the overall user experience. The integration of IoT technologies with robust cryptographic protocols represents a significant advancement in digital library management, offering unparalleled opportunities for data-driven decision-making and personalized service delivery.

‘Let’s Bring It Into the 21st Century’: Perceptions of fairness in child support

BackgroundEngaging families in child support services is an ongoing challenge. In recognition of the limitations of traditional strategies, the child support program has started to incorporate service-based approaches and procedural justice ideas (i.e., approaches based on the idea that perceptions of process fairness affect an individual’s response) into program efforts with a goal of improving outcomes for parents and children. ObjectiveAmidst this shifting landscape, the current study aims to provide insight into family experiences with child support, and specifically, how stakeholders (including parents served by child support and actors working within the system) conceptualize fairness in the context of child support. MethodsThrough semi-structured interviews with parents who owe and are due child support (n = 26) and child support agency leaders and staff (n = 12), this study explores what fairness in child support means to these stakeholders; overall perceptions of fairness and perceptions of fairness at key junctures (e.g., order establishment, modification, and enforcement); and stakeholder visions for a more fair system. ResultsWe found that interview participants across stakeholder groups often felt that having a program to ensure children are cared for financially is fair conceptually, though perspectives on how and when the program should engage with families varied within and across participant groups, as did perspectives on the realities of fairness in family experiences. Interview participants perceived some aspects of child support processes and outcomes to be unfair. Key sources of perceived unfairness included pathways into the child support program and when participation is required; difficulty accessing order modifications in response to changing circumstances; strategies used to enforce orders; and communication challenges. Visions for a more fair system included a desire for a more family-centered, holistic services; more personalized service delivery and communication; targeting services towards families who want and need them; and more connections to mediation and legal resources. ConclusionsFindings suggest that parent perceptions of fairness and experiences with the program could be supported through comprehensive community engagement, careful consideration of policies and processes for public benefits referrals, expansion of efforts to connect parents to supports and resources, simplification of processes, and improving resources and accessibility.

EAST MEETS WEST: INTERVENTIONS, PRACTICE MODELS, AND POLICIES TO SUPPORT FAMILY CAREGIVERS IN DIVERSE CULTURES

Abstract This East Meets West symposium consists of six studies that examined innovative interventions, practice models and policies designed to support family caregivers of older adults in the U.S., Taiwan, and mainland China. The first two papers both used case management interventions to assist family caregivers with a focus on caregiver depression. The paper from the U.S. found that more difficulties of performing caregiving tasks and less caregiver preparation contributed to higher levels of depression, and the paper from Taiwan found that caregivers who received the case management service reduced depression at four-month and six-month follow-up assessments. The third paper discussed a “time travel” paradigm developed to guide service design and delivery for persons with dementia at different stages. The fourth paper used the state of Michigan as a case to examine service gaps in the current aging service network, and identifies an urgent need for statewide policy renovations to support family caregivers. The fifth and sixth papers both used large secondary data analyses to examine the effects of piloted policy and practice efforts on family caregiver outcomes. One study found that the long-term care insurance programs have resulted in positive caregiver outcomes including reduced caregiving financial cost, time, and physical and psychological burden. The other study found the use of home-based care services reduced adult children caregiver burden and did not affect the relationship between older adults and adult children caregivers. After individual presentations are done, two discussants will summarize shared themes in these papers and provide critical feedback.

Exploring Rehabilitation Provider Experiences of Providing Health Services for People Living with Long COVID in Alberta.

COVID-19 infection can result in persistent symptoms, known as long COVID. Understanding the provider experience of service provision for people with long COVID symptoms is crucial for improving care quality and addressing potential challenges. Currently, there is limited knowledge about the provider experience of long COVID service delivery. To explore the provider experience of delivering health services to people living with long COVID at select primary, rehabilitation, and specialty care sites. This study employed qualitative description methodology. Semi-structured interviews were conducted with frontline providers at primary care, rehabilitation, and specialty care sites across Alberta. Participants were interviewed between June and September 2022. Interviews were conducted virtually over zoom, audio-recorded, and transcribed with consent. Iterative inductive qualitative content analysis of transcripts was employed. Relationships between emergent themes were examined for causality or reciprocity, then clustered into content areas and further abstracted into a priori categories through their interpretive joint meaning. A total of 15 participants across Alberta representing diverse health care disciplines were interviewed. Main themes include: the importance of education for long COVID recognition; the role of symptom acknowledgement in patient-centred long COVID service delivery; the need to develop recovery expectations; and opportunities for improvement of navigation and wayfinding to long COVID services. Provider experience of delivering long COVID care can be used to inform patient-centred service delivery for persons with long COVID symptoms.

Applying after-action reviews to child and family teams to improve mental health service linkage within child welfare services: a study protocol

BackgroundHalf of child-welfare-involved children and adolescents meet the criteria for at least one mental health diagnosis. This project proposes to improve successful mental health service linkage in child welfare services (CWS) by adapting and testing the after-action review (AAR) team effectiveness intervention to augment the child and family team (CFT) services’ intervention. Despite being both required and a collaborative approach to service planning, CFT meetings are implemented with questionable fidelity and consistency, rarely including the voice of children and families as intended.MethodsUsing a parallel group trial design, with non-equivalent comparison groups, and qualitative and quantitative methodology, this study will tailor and assess the impact of the AAR on enhancing CFT outcomes. The authors will conduct a qualitative needs assessment targeting the ongoing implementation of the CFT services intervention in a large, publicly funded, CWS system. A qualitative inquiry consisting of interviews and focus groups with key stakeholders will result in the preparation of an action plan to address identified gaps between the current and desired CFT services intervention outcomes. The AAR implementation strategy will be adapted and tailored to address the CFT services’ intervention needs. To test the effectiveness of the AAR on improving outcomes associated with the CFT services intervention, we will utilize blocked randomization of four CWS caseworkers from two CWS system regions to either the intervention condition (CFT + AAR) or standard implementation (CFT as usual). The authors will collect data from the CWS caseworkers and additional CFT members via web-based surveys. Mechanisms of the AAR team effectiveness intervention for CFT implementation will be assessed.DiscussionBy inclusion of child and family voice, the AAR-enhanced CFT should lead to increased fidelity to the CFT intervention and greater levels of parental satisfaction with the service and shared decision-making, thus resulting in enhanced follow-through with service plans and linkage to mental health treatment services for children. The knowledge gained by this randomized clinical trial has the potential to benefit service delivery and integration for CWS leaders, caseworkers, formal and informal CFT member support persons, parents/caregivers, and children with open cases. Improving intervention effectiveness, both at the system and family levels, is crucial for practice efficiencies and improved child and family outcomes.Trial registrationNCT05629013. Approval date: November 28, 2022 (version 1).Trial sponsorUniversity of California, San Diego.Responsible partyDanielle Fettes.

Why it is so challenging to perform economic evaluations of interventions in autism and what to do about it.

Economic evaluation is used to determine the optimal provision of services and programs under budget constraints and to inform public and private payer funding decisions. To maximize value-for-money in the design and delivery of programs and services for persons with autism spectrum disorder (ASD), it's essential to generate high-quality economic evidence to inform budget allocation. There is a paucity however, of economic evaluations of interventions for ASD. This is due in part to challenges in conducting economic evaluations in this population and the lack of guidance on suitable approaches. These challenges are related to the inherent heterogeneity of the autistic population; establishing short- and long-term effectiveness; measurement of costs and the availability of valid instruments for collecting economic data; the appropriateness of outcomes for use in economic evaluation; and achieving statistical power. This commentary addresses a lack of awareness and needed guidance on these issues by discussing the challenges and providing recommendations for how economic evaluations in ASD could be improved to generate high-quality evidence for program funding decision-making.

Embedding the developmental approach in social work with older persons: Prospects and challenges for Lesotho

Although social work has evolved greatly since its inception in the late 19th century, it is faced with the need to adopt more appropriate interventions to address the needs of service users. This is mainly because of the shift of interest towards service user involvement in the assessment of the services they require and the rise of evidence-based practice. The paradigm shift in the orientation of Lesotho’s Ministry of Social Development in 2012, from welfare to the developmental approach presents opportunities for holistic and comprehensive service delivery for vulnerable people, older persons included. Furthermore, the establishment of the Department of Elderly Care Services in 2013, in the Ministry of Social Development was a strategic move in the implementation of the developmental approach in service delivery for older persons. However, progress in the implementation of the developmental approach in service delivery for older persons is constrained by inadequate financial and human resources, lack of specialised training for social workers on this strategy, and political instability that has resulted in frequent changes in government. How to cite this article using ASWNet style Dhemba J., Makofane M. D. M. and Mabetoa, M. (2023). Embedding the developmental approach in social work with older persons: Prospects and challenges for Lesotho. People centred – The Journal of Development Administration (JDA), 8(2), 23-29. https://dx.doi.org/10.4314/jda.v8i2.1 Visit journal website: https://jda.africasocialwork.net

The Prevalence and Impact of Low Back Pain Among Anaesthesia Care Providers in South-South, Nigeria.

Low back pain (LBP) is a common musculoskeletal disorder, that significantly impedes productivity. This study aims to ascertain the risk factors responsible for developing low back pain and the impact on personal workplace service delivery among Anesthetist's practicing in Rivers and Bayelsa States of Nigeria. A cross-sectional survey was conducted, A self-administered questionnaire reflecting the modified Oswestry Disability Index (ODI) was used to detect the risk factors and assess the severity and impact of low back pain on this group of professionals. The prevalence of low back pain was calculated and described by using frequency tables. A multivariate logistic regression model was fitted to identify factors associated with the prevalence of low back pain. Significance was considered at p<0.05 with a 95% confidence interval. A total of 65 anesthetist's responded, giving a response rate of 90%. There were more males (52.3%) than females (47.7%). The majority (69.2%) of those who responded had low back pain, more in females (53.3%) compared to males (46.7%) although not significant. (P=0.994); Majority had moderate pain 58.6%, 22.7% severe and 20.5% mild pain. There was no association between low back pain and age (P=0.130), gender(P=0.994), marital status (P=0.333) and BMI (P=0.164). Bending (P=0.032), lifting (P=0.024), and standing(P=0.016) were predictive variables for low back pain and were statistically significant P<0.05. Using the Oswestry pain assessment tool for LBP, the estimated prevalence of low back pain was more than fifty percent among the respondents. In this study, frequent bending and twisting, prolonged standing, and lifting were important significant associated factors in the development of LBP among anesthetist's.

Ethical Framework to Address Barriers to Healthcare for People with Disabilities in India.

Disability is one of the key public health issues in India and the burden will increase given the trend of an aging population. People with disabilities experience greater vulnerability as they may develop secondary health issues. They face various barriers while accessing health services. This is a major ethical concern. In this article, we frame the barriers to healthcare provision to persons with disabilities and propose an ethical framework to address these barriers. This ethical framework is derived from the basic ethical principles of justice, fairness, trust, solidarity, stewardship, proportionality, and responsiveness. The framework proposes strategies to address these barriers to healthcare service delivery for persons with disabilities in India.

Why Did Home Care Personal Support Service Volumes Drop During the COVID-19 Pandemic? The Contributions of Client Choice and Personal Support Worker Availability.

Home care personal support service delivery decreased during the COVID-19 pandemic, and qualitative studies have suggested many potential contributors to these reductions. This paper provides insight into the source (client or provider) of reductions in home care service volumes early in the pandemic through analysis of a retrospective administrative dataset from a large provider organization. The percentage of authorized services not delivered was 17.2% in Wave 1, 12.6% in Wave 2 and 10.5% in Wave 3, nearing the pre-pandemic baseline of 8.9%. The dominant contribution to reduced home care service volumes was client-initiated holds and cancellations, collectively accounting for 99.3% of the service volume; missed care visits by the provider accounted for 0.7%. Worker availability also declined due to long-term absences (which increased 5-fold early in Wave 1 and remained 4× above baseline in Waves 2 and 3); short-term absences rose sharply for 6 early-pandemic weeks, then dropped below the pre-pandemic baseline. These data reveal that service volume reductions were primarily driven by client-initiated holds and cancellations; despite unprecedented decreases in Personal Support Worker availability, missed care did not increase, indicating that the decrease in demand was more substantial and occurred earlier than the decrease in worker availability.

Practitioner perspectives on best practice in non-treatment factors that support the delivery of repetitive transcranial magnetic stimulation (rTMS) for depression.

Accessible SummaryWhat is known about the subject? The practices of mental health nurses in the administration of repetitive transcranial magnetic stimulation (rTMS) treatments for depression in outpatient clinic are crucial for patient outcomesTo date, most research has focused directly on procedural aspects of treatment delivery with limited focus on the delivery of holistic care and treatment.There is a lack of best practice guidance based on the experiences of those involved in clinical delivery to inform and improve rTMS practices What this paper adds to existing knowledge? This study provides unique insights into service and personalized non‐treatment factors associated with rTMS delivery that may reduce stress and improve the experiences of rTMS patientsIt reviews and updates understanding of the factors that contribute to the delivery of effective rTMS. What are the implications for practice? The need to apply findings for the development of best practice guidanceFactors to improve practice include (a) rTMS machine demonstrations; (b) constructive, individualized, friendly, and therapeutic conversations; (c) a relaxing, comfortable, 'homely' physical environment; (d) long term supportive management; and (e) careful engagement of nursing and support staff.

Chapter 13 - Behavioral interventions for poststroke aphasia

There is a long history of behavioral interventions for poststroke aphasia with hundreds of studies supporting the benefits of aphasia treatment. However, interventions for aphasia are complex with many interacting components, and no one treatment is appropriate for all persons with aphasia. We present a novel, simple framework for classifying aphasia interventions. The framework is incorporated within the overarching International Classification of Functioning, Disability, and Health (ICF) model and is consistent with the commonly-held definition that aphasia is a multimodality disorder that impairs, in varying degrees, the understanding and expression of both oral and written language modalities. Furthermore, within the language impairment level, it distinguishes between the linguistic areas of phonology, semantics, and syntax that may be impaired individually or in combination. We define the terminology of the proposed framework and then categorize some common examples of behavioral interventions for post-stroke aphasia. We describe some of these interventions in greater detail to illustrate the extensive toolbox of evidence-based treatments for aphasia. We address some key issues that clinicians, usually speech-language pathologists, consider when selecting interventions for their specific patients with aphasia, including dose. Finally, we address various models of service delivery for persons with aphasia such as Intensive Comprehensive Aphasia Programs (ICAPs) and Aphasia Centers.

UN COVID 19 Disability Inclusion Strategy: Assessing the Impact on Cultural-Safety and Capability Information Approach

This paper is aimed at exploring the role of the United Nations Disability Inclusion Strategy as a rights-based concept in understanding the recent COVID-19 outbreak; and how Cultural-Safety Capability Information, visible within the DSM-5, is linked with the achievable recovery and inclusion for persons with disabilities and post-COVID-19 pandemic for health and social care practitioners. There are two measured, actionable targets from the Disability Inclusion Strategy that are geared towards achievable standards of health for persons with disabilities, which are the identifying and eliminating of obstacles and barriers to accessibility in healthcare facilities and the training of healthcare personnel on disability inclusion and improving service delivery for persons with disabilities. The concepts of recovery and inclusion are discussed within a rights-based, and Cultural-Safety Capability Information (DSM-5) approaches in order to curb the COVID-19 info-demic (Information epidemic). This paper has recommendations for the United Nations Disability Inclusion Strategy as a rights-based idea and the re-educating and re-orientation of both the right-holders, persons with disabilities, for example, and the duty-bearers. This paper also discusses the health and social care practitioners and their realisation of health care and recovery, curbing inequalities in accessing health care, education, and easing participation for persons with disabilities during the COVID-19 pandemic

Transformation of the Innovative and Sustainable Supply Chain with Upcoming Real-Time Fashion Systems

Technologies that are ready-to-use and adaptable in real time to customers’ individual needs are influencing the supply chain of the future. This study proposes a supply chain framework for an innovative and sustainable real-time fashion system (RTFS) between enterprises, designers, and consumers in 3D clothing production systems, using information communication technology, artificial intelligence (AI), and virtual environments. In particular, the RTFS is targeted at customers actively involved in product purchasing, personalising, co-designing, and manufacturing planning. The fashion industry is oriented towards 3D services as a service model, owing to the automation and democratisation of product customisation and personalisation processes. Furthermore, AI offers referral services to prosumers or/and customers and companies, and proposes individual designs with perfect styles and measurements using new 3D computer aided design and AI-based product design technologies for fashion and design companies and customers. Consequently, 3D fashion products in the RTFS supply chain are entirely digital, saving time and money with sampling and tracking capabilities, secured, and trusted with personalised service delivery.

Cross-Cultural Adaptation of Hearing Loss Self-Management Patient Education Materials: Development of the Caja de Instrumentos de Pérdida Auditiva.

Purpose The lack of culturally and linguistically appropriate interventions contributes to unsatisfactory hearing health care service delivery and outcomes for Spanish-speaking persons from Hispanic/Latino background. To address this issue, our objective was to cross-culturally adapt a "Hearing Loss Toolkit for Self-Management" for use with Spanish-speaking adults seen in a clinical setting. In this clinical focus article, we describe a process for translation and cross-cultural adaptation of patient education materials based on current best practices guidelines. Method We utilized guidelines from the International Society for Pharmoeconomics Outcomes Research Task Force for Translation and Cultural Adaptation, the World Health Organization, and the International Collegium of Rehabilitative Audiology to complete a comprehensive, systematic, cross-cultural adaptation process of the source materials. The adaptation stages included forward translation and reconciliation, back translation and review, field testing with representative end users from the target population, and finalization. Results We successfully cross-culturally adapted the source materials following best practice guidelines. The Spanish-language adaptation was deemed understandable, actionable, aesthetically pleasing, and culturally appropriate by a group of native Spanish speakers. Conclusions There is an unmet need for the development of hearing loss self-management materials that incorporate cultural and linguistic competence with best health literacy practices. High-quality cross-cultural adaptations that consider the intersection of culture, language, and health literacy are a positive step toward reducing barriers to hearing health care related to language access for U.S. Hispanic/Latino adults with hearing loss.

Transforming Service Delivery in Government through Integration of Web 3.0 and Social Media Technologies: A Case for Developing Countries

This study focuses on how to integrate Social Media and Web 3.0 features within government portals for personalised service delivery within government portals. The study was based on the Kenya government national portal (eCitizen) and sought the views of 94 experts responsible for managing social media and portal service on the eCitizen portal. The study employed Factor Analysis to analyse the experts' responses. Through factor analysis, the study identified six core factors that make up a Personalised Integrated Service Delivery (PISD) framework. These factors were services, web 3.0 features, social media management, security, one-stop-shop for government services and external factors. The study also described a Personalised Integrated System Architecture based on the PISD framework. The PISD framework and proposed system architecture can be used to guide the integration of social media and web 3.0 features within government portals for Personalised Integrated Service Delivery to citizens especially for developing countries like Kenya.

Seizing the business opportunities of the MyData service delivery network : transforming the business models of health insurance companies

Purpose: This paper discusses how personal data-driven service delivery networks based on MyData phenomenon may impact and transform the business models and offer new kinds of business opportunities especially for health insurance business Design/Methodology/Approach: This research is a case study / empirical Findings: This study demonstrates how health insurance organizations are heading towards acting as active members of human centric, collaborative service delivery networks. The biggest opportunity transformation from transaction based to service-based businesss Research limitations/implications: As the use of personal data is still a paradigm in Europe, the results of this study address the potential use and implications and cannot be validated through large-scale empirical studies. Practical implications: This research highlights how companies should build adaptable service architecture that are easily connected or disconnected from the other organizations in their business ecosystems in order to allow smooth data usage and sharing. The service delivery network approach may offer insurance companies the needed structure and role in the emerging MyData business.