A Three-Fold Perspective of Continuous IT Value Assessment

Abstract

Assessing Information Technology (IT) value is a priority in the digital age. The topic has been studied for decades, but the difficulty to (1) continuously measure and (2) steer value creation with IT investments still presents challenges. This paper presents an approach to evaluate the value of IT over time. The results include a multidimensional framework for the main phases of (1) dynamic contextualization and (2) data analysis. The results emerge from the first cycle of design science research conducted in a municipality-owned water supply company struggling to monitor and communicate IT value to different stakeholders, particularly the administration board. IT value assessment in digital transformation contexts must result from continuous monitoring in three essential perspectives: net value, goal achievement, and perceived value. The findings can be helpful to Chief Information Officers (CIOs) dealing with the pressure to report value in turbulent environments and justify their increasing IT investments.