ICT use in delivery of uncertain and complex project services: the case of building refurbishment

Paper in proceeding, 2015

Auto repair, industrial maintenance and surgical services share with building refurbishment an uncertainty associated with the condition of the object that is to be serviced. Here, the aim is to study how the use of various types of ICT support for service delivery depends on the ability to determine the state of artefacts subject to intervention. Relying on theories of technology acceptance, a survey of ICT support in refurbishment covers 16 managers. These were found to prefer usefulness to ease-of-use. 3D scanning of existing buildings was unusual, and this limits the application of integrated digital models in co-production with clients. Simultaneously relying on virtual media and face-to-face contacts appears to be important.