Trust, power and interorganizational information systems: the case of the electronic trading community TransLease

This paper focuses on Cap Gemini's electronic commerce system, TransLease. TransLease is an interorganizational information system (IOS), which facili tates electronic commerce between motor Vehicle leasing and repair companie s. During our investigation, the system was used by approximately 1000 repa ir agents working for seven of the UK's leading vehicle leasing and contrac t hire companies. This system was originally developed by AT&T and acquired by Cap Gemini in July 1998. At the time of acquisition, the system was see n as being of high strategic value, although if was also seen as underperfo rming. This paper reports the results of an action research project, which formed one element of the process by which Cap Gemini investigated the form er problem. In the paper; TransLease is described as a complex electronic c ommunity dependent upon the existence of symbiotic relationships. As such, the problems that the system users and developers experienced can be attrib uted to factors that impeded the mutual benefit accruing from participation in the system. The efficacy of the terms of exchange and the degree to whi ch participants mutually benefit through electronic interaction is determin ed by the complex interplay of a number of relational and organizational fa ctors. The research therefore illustrates the importance of the 'soft' orga nizational issues in IOS management and development, and suggests a concept ual model of the factors relevant in this case. At the time of this study T ransLease was still in the early stages of its life cycle, having only been available in the marketplace for approximately 18 months. During this time , through recognizing the complex problems and issues detailed in this pape r Cap Gemini accordingly redressed the way in which the system was managed and maintained TransLease is now seen as having matured into a highly succe ssful example of an IOS - a view reflected by its position as market leader in the industry As this paper will show; the key to improving the existing service has been the emphasis Cap Gemini now places on managing the 'soft' aspects of the electronic community.