Service-oriented Communities: A Novel Organizational Architecture for Smarter Systems and Organizations

Service-oriented
Communities:
A Novel
Organizational
Architecture
for Smarter
Systems and
Organizations
Vincenzo De Florio
ECCO research group, Univ. of
Brussels; MOSAIC group, Univ.
of Antwerp — Belgium

Times, they are a-changin’…
Less resources
Higher
request
peaks
Higher
number
of users…
ICT
Energy
production &
distribution
Enterprises
Transport
of goods
& people
Water treatment
& distribution
Healthcare
Crisis
management

With the meter in the red zone…
• …organizations that
appeared to work fine
reveal their limitations!
– cost too much
– use up too many resources
– do not scale well
– intolerable to changes
– fail to address new aspects
→ Traditional approaches are
reaching structural limits.

Questions and challenges
• Is there a "smarter way"?
• How do we address big societal
problems (healthcare, crisis mgmt...)?
• How do we rethink our organizations?
Which model, approach, software...?
1. Major stance
2. Two cases
3. Analysis
4. Models
5. Results
This ppt

It is the "axioms"
that make up the system...
• "Regardless of its nature, any system is
affected by its design assumptions.
Our organizations and services
are no exception"
(How Resilient Are Our Societies?
https://goo.gl/ftpFVo)
• New axioms are needed!
– “Wrong” assumptions ⇒ inefficiency & fragility
– In what follows: two examples

Example 1: healthcare
From www.fifthplay.com
• Let us analyze why...

Healthcare "axioms" (1/2)
• Caregiver = producer of
care products
• Care receiver =
consumer = "destroyer"
of resources
• Producer and customer are not in
touch, except during the
"transactions"
• No value co-creation
• What do those axioms produce ?

• Caregiver = producer of
care products
• Care receiver =
consumer = "destroyer"
of resources
• Producer and customer are not in
touch, except during the
"transactions"
• No value co-creation
• What do those axioms produce ?
Axioms of a
Product Dominant Logic!
re: FI-PA194

Shortage of resources!
→ A subset of the
social actors serves
the whole set
• Growing
population +
progressive
aging⇒ shrinking
of the service
providers subset
→ Fragile society,
unable to serve
its citizens

Healthcare "axioms" (2/2)
• Information: static; missing; stale; or wrong

• "We are greatly frustrated
by all our local, static organization
of an obsolete yesterday."
Richard Buckminster Fuller,
Synergetics I

Example 2: CRISES
KATRINA:
One of
the five
deadliest
hurricanes
in US history

Who was affected
People:
Individuals,
families,
neighbors...
Private organizations:
Business orgs, communities

Local
institutions:
City police
Fire brigades
Flood rescue
Who was affected

State organi-
zations:
Depts of
emergency
management /
Offices of
emergency
servicesBudget (e.g.,
California) >$80M/y (590 people)
Who was affected

FEMA: Federal
Emergency
response org,
$10.9B/y
Who was affected

Dept of
Homeland
Security
(created in
2001; abso-
rbed FEMA
in 2003)
Requested budget
(2016): $64.9B
The farther,
the costlier
Who was affected

How did it fare?
People
Private orgs
Local emergency
response orgs
State emergency
response orgs
Federal emergency
Dept of Homeland
Security
Private
circles
Institu-
tional
respon-
ders
WHY?

Product
dominant logic
Private circles:
passive
consumers of
"rescue
products"

Product
dominant logic
Private circles:
passive
consumers of
"rescue
products"
passive
side
2) Value is not
co-created
active
side
1) "Clients" & "Providers"
are in touch only when
the "product" needs
to be consumed

No collaborative sharing of
knowledge and resources
Product
dominant logic
Rigid hierarchy:
No inter-circle
value co-creation
Roles and values:
predefined and static

No collaborative sharing of
knowledge and resources
Plastic, fragile
organizations
Product
dominant logic
Rigid hierarchy:
No inter-circle
value co-creation
Roles and values:
predefined and static

Official cause:
Institutional-
only response!
“[Responders] would have been
able to do more if the tri-level
system (city, state, federal) of
emergency response was able to
effectively use, collaborate with,
and coordinate the combined
public and private efforts.
How to do so [...] is a central task of
enhancing community
resilience.”CARRI 3 Tech Report

Institutional-
only response!
“[Responders] would have been
able to do more if the tri-level
system (city, state, federal) of
emergency response was able to
effectively use, collaborate with,
and coordinate the combined
public and private efforts.
How to do so [...] is a central task of
enhancing community
resilience.”CARRI 3 Tech Report
Community resilience: response=
co-creation + co-evolution

Lessons learned
• Traditional organizations: Product
Predominant Logic
– Static definition of providers and suppliers; of
values; of hierarchical roles (⇒ distinction
between institutional and spontaneous
responses)
• New "axioms" are required!
→From the "local, static organization of an
obsolete yesterday" to an interconnected,
dynamic, smarter organization matching
our turbulent, resource-scarce new times!

Axiom #1: Society
• Society should be part of the solution
• Society ≡ abundant "pool" of mobile
“resources” able to exercise complex
action
• Challenge: to engineer ways to tap
into the nearly unlimited source of
social energy of our societies
– cf. VLIR-UOS project SELFSERV, just
launched (http://goo.gl/yXi5Ju)

Axiom #2: Smart, service-based
• We need "smarter" systems: systems based on
service science and service systems
engineering
• Service system engineering: optimally
organizing resources: "dynamic configurations
of people, technologies, organizations and
shared information that create and deliver value
to customers, providers and other stakeholders"
[IBM, 2008]
⇒

engineering
[IBM, 2008]
⇒
vs. static

engineering
[IBM, 2008]
⇒
vs. static
"live" vs. local (& stale!)

engineering
[IBM, 2008]
– "A body of knowledge that describes, explains,
predicts, and improves value co-creation
between interacting entities" [Sun, 2012]
⇒
vs. static
"live" vs. local (& stale!)

Axiom #3: Metarchies
• We need METARCHIES: better-than-
hierarchies!
–Organizations that match better
with service dominant logic
–Functioning as catalysts of value
creation:
≡ Identifying & manifesting
value propositions
–Not imposing predefined, static roles
–Managing "dynamic configurations of
people, technologies, organizations and
shared information"
⇒

35
Service provider Service client
Service registry
Publish Discover
Bind
Service
description
A new model: the
service-oriented community
Starting point: classic SoA pattern

Party Party
Service registry
Service
description
Publish Publish
Bind
Reasoning & coordination
Individual &
social concerns
optimization
Capabilities
Policies
Availability
Location…
Events
People
Cyber-Phys.S.
Organizations
Catalyst party
Catalyst: "a person or thing that precipitates an event";
"an agent that provokes or speeds significant
change or action"
A new model: the
(De Florio &
Blondia, 2010)
⇒ VALUE CO-CREATION

Party Party
= Provide
= Request
Catalyst
publish
publish

Party Party
= Provide
= Request
Catalyst
publish
publish
understand

Party Party
= Provide
= Request
Catalyst
publish
publish
understand
propose
CO-CREATE
propose: social
translucence
(Kellogg, 2006)

Dual service system
Party Party
= Provide
= Request
Catalyst
publish
publish
understand
propose
CO-CREATE
⇒

Mary Ann
I’d like
to walk
w/some
one!
I’d like
to chat
w/some
one!
catalyst

Mary Ann
I’d like
to walk
w/some
one!
I’d like
to chat
w/some
one!
Semantic
catalyst

Mary Ann
I’d like
to walk
w/some
one!
I’d like
to chat
w/some
one!
Semantic
catalyst
CHAT ~
WALK

Mary Ann
I’d like
to walk
w/some
one!
I’d like
to chat
w/some
one!
Semantic
catalyst
Semantic catalyst ==
trigger for synergetic
cooperation
⇒

47
Prototypic implementation:
Mutual Assistance Community

•"Adaptive Service Orchestration in Ambient
Assisted Living" (Hong Sun, 2006-2011)
Service systems engineering; integration of
human services for ambient assisted living;
optimally organize resources. Semantic service
description & matching. Simulations
My role: director of studies, supervisor, initiator
•IBM Service Innovation Student Contest
2007, number one winner (BeNeLux)
•IBM Ph.D. Fellowship (2009; only fellowship
awarded to a Belgian doctoral student in
2009)

• Complement existing healthcare orgs
• Organize intelligent responses to AAL
scenarios
• Optimally orchestrate devices & beings
• Not just safety nets:
–Reducing social isolation of elderly people
–Reducing costs, best utilizing the social
resources
Service system
engineering
⇒

Service-oriented Communities:
pluses and minuses
+ Exploits social energy (See Axiom #1)
+ dual service systems
+ Service-, semantic-based (Axiom #2)
+ Simulations prove effectiveness
+ Value co-creation via social translucence
[ - Social translucence: (Kellogg/IBM, 2006)
- Mathematical model in my latest paper,
"Fractal social organization as a
foundation to
pervasive social computing services":
https://arxiv.org/abs/1601.01222 ]

pluses and minuses
– Not a metarchy (Axiom #3)
–Centralized: single-points-of-failure & -
congestion
bottleneck!

pluses and minuses
– Not a metarchy (Axiom #3)
–Centralized: single-points-of-failure & -
congestion
–Single-level ⇒ does not match well
multi-level organizations (e.g., crisis
management organizations)
• How to deal with the minuses?

Party Party
Service registry
Service
description
Publish
Publish
Catalyst party
Enhanced
PartyParty PartyParty
1) From dual service system to N-service system

Party Party
Service registry
Service
description
Publish
Publish
"There's
fire here!"
Catalyst party
Enhanced
2) Events trigger protocols, e.g. FIRE(firesquad, firetruck,
driver, extinguishers)
Fire event ⇒
FIRE() protocol

Party Party
Service registry
Service
description
Publish
Publish
3) Catalyst
locates actors
willing & able
to play roles:
firesquad,
firetruck, driver,
extinguishers
Capabilities
Policies
Availability
Location…
People
Cyber-Phys.S.
Organizations
Catalyst party
Enhanced
Fire event ⇒
FIRE() protocol

Party Party
Service registry
Service
description
Publish
Publish
Catalyst party
Enhanced
4) If all roles are found, protocol is "fired"
and value is co-created

Party Party
Service registry
Service
description
Publish
Publish
Catalyst party
Enhanced
4) If all roles are found, protocol is "fired"
and value is co-created
Big IF...

Party Party
Service registry
Service
description
Publish
Publish
Catalyst party
5) If NOT ALL roles are found, a new event is generated
in the community the Catalyst is a member of
Publish
EXCEPTION(
FIRE, driver)
People
Cyber-Phys.S.
Organizations

Party PartyPartyParty PartyParty
Party
Party
Party
Party
Party
PartyPartyParty
PartyPartyParty
PartyPartyParty
PartyPartyParty

Party
Party
Party
Party
Party
PartyPartyParty
PartyPartyParty
PartyPartyParty
PartyPartyParty
FIRE(r1, r2, r3, r4, r5)
5-service system to
deal with a "Fire"
event
Organization identifies
a complex opportunity
for value co-creation:

Applications, studies, and results
• "Models and Concepts for Socio-
technical Complex Systems: Towards
Fractal Social Organizations"
http://bit.ly/1o63TEj
• Geometrical and audio representations
–Modularity
–Self-similarity
–Fractal dimension!
–2013 IBM Faculty Award
http://goo.gl/vO8RKj
1) Formal model

–Flemish project
–Low-cost non-intrusive
telemonitoring solution
–Multi-tier
distributed architecture
–Specially designed
low-resolution sensors
2) Little Sister

Layer0
(Raw
compo-
nents)
...Upper
layers...
Layer1
(Smart
Rooms)
Layer2
(Smart
Flats)
Layer3
(SmartBuildings)
Little Sister's sw architecture

• Services structured within hierarchical
federation reflecting structure of
deployment environment
• All resources wrapped as manageable
web services
• Standard pub-sub mechanism
• Seamless integration w/ external apps
• Each service group hosts a catalyst
(middleware component)
2) Little Sister

• Aim: measure the potential of "new axioms"
(service-orientation, social energy,
metarchies)
• Case study: falls detection
– Two falls detectors coupled with a cloud of
"verificators" (volunteers that tell whether a fall
was real or not)
• Approach: NetLogo model, written by
a M.Sc. student
– IEEE Conf. paper, ACM Conf. paper
3) Multi-agent simulation

Applications, studies, and results: 3/3

1) Better False Negatives rate

2) Higher # of handled requests

4) Reduced waiting times
Modicum of
social energy
produces
significant
results!

Conclusions
• Novel "axioms" to create "smarter"
systems
– Shift from a Product Dominant Logic to a
Service Dominant Logic
– Social energy
– Metarchies of catalysts: discoverers and
proposers of value (win-win's!)
• Future work: e2e-referral
– Enterprise orchestrates optimal value
propositions
– Enterprise takes responsibility: the user is
not left alone

Conclusions
• Novel "axioms" to create "smarter"
systems
– Shift from a Product Dominant Logic to a
Service Dominant Logic
– Social energy
– Metarchies of catalysts: discoverers and
proposers of value (win-win's!)
• Future work: e2e-referral
– Enterprise orchestrates optimal value
propositions
– Enterprise takes responsibility: the user is
not left alone
"How Resilient Are Our Societies?
Analyses, Models, and Preliminary Results"
https://goo.gl/ftpFVo

Other results
• 2013 IBM Faculty Award (two in BE)
• 2009 IBM Fellowship (only in BE)
• 2008 FITCE.be "best young enterpreneur"
• 2007 IBM Student context: best BeNeLux
• I'm a good catalyst myself ;-)

Possible R&E overlaps
Service ecology
Systems analysis
Community
resilience
Service analysis/
modeling
Resilience /
antifragility
Pervasive social
computing
Semantics modeling
Service evolution
Economics of
information

Service-oriented Communities: A Novel Organizational Architecture for Smarter Systems and Organizations

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Service-oriented Communities: A Novel Organizational Architecture for Smarter Systems and Organizations