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

Service-oriented Communities:

A Novel Organizational Architecturefor Smarter

Systems and Organizations

Vincenzo De FlorioECCO research group, Univ. of Brussels; MOSAIC group, Univ.

of Antwerp — Belgium

Times, they are a-changin’…

Less resources

Higherrequestpeaks

Highernumber

of users…

ICT

Energyproduction &distribution

Enterprises

Transportof goods& people

Water treatment& distribution

Healthcare

Crisismanagement

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 stance2. Two cases 3. Analysis4. Models5. 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 ofcare 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 aProduct 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 policeFire brigadesFlood rescue

Who was affected

State organi-zations:Depts ofemergencymanagement /Offices of emergency servicesBudget (e.g.,

California) >$80M/y (590 people)

Who was affected

FEMA: FederalEmergencyresponse org,$10.9B/y

Who was affected

Dept of HomelandSecurity(created in 2001; abso- rbed FEMA in 2003)

Requested budget (2016): $64.9B

The farther,the costlier

Who was affected

How did it fare?PeoplePrivate orgsLocal emergencyresponse orgsState emergencyresponse orgsFederal emergency

Dept of HomelandSecurity

Privatecircles

Institu-tional

respon-ders

WHY?

Productdominant logic

Private circles: passive

consumers of "rescue

products"


Private circles: passive

consumers of "rescue

products"

passiveside

2) Value is notco-created

activeside

1) "Clients" & "Providers"are in touch only when

the "product" needsto be consumed

No collaborative sharing ofknowledge and resources


Rigid hierarchy:No inter-circle

value co-creation

Roles and values:predefined and static

No collaborative sharing ofknowledge and resources

Plastic, fragileorganizations


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]

⇒




⇒vs. static




⇒vs. static

"live" vs. local (& stale!)



• 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]– "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

Servicedescription

A new model: theservice-oriented community

Starting point: classic SoA pattern

Party Party

Service registry

Servicedescription

Publish Publish

Bind

Reasoning & coordinationIndividual &

social concernsoptimization

CapabilitiesPoliciesAvailabilityLocation…

Events

PeopleCyber-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: theservice-oriented community

(De Florio &Blondia, 2010)

⇒ VALUE CO-CREATION

Party Party

= Provide

= Request

Catalyst

publish

publish

Party Party

= Provide

= Request

Catalyst

publish

publishunderstand

Party Party

= Provide

= Request

Catalyst

publish

publishunderstand

propose

CO-CREATE

propose: socialtranslucence

(Kellogg, 2006)

Dual service system

Party Party

= Provide

= Request

Catalyst

publish

publishunderstand

propose

CO-CREATE

⇒

Mary Ann

I’d like to walk w/some

one!

I’d like to chat w/some

one!

catalyst

Mary Ann


one!


one!

Semantic catalyst

Mary Ann


one!


one!

Semantic catalyst

CHAT ~WALK

Mary Ann


one!


one!

Semantic catalyst

Mary Ann


one!


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. SimulationsMy 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 systemengineering⇒


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 ]


–Not a metarchy (Axiom #3)–Centralized: single-points-of-failure & -

congestion

bottleneck!


–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

Servicedescription

Publis

h PublishReasoning & coordination

Catalyst party

Enhancedservice-oriented community

PartyParty PartyParty

1) From dual service system to N-service system

Party Party

Service registry

Servicedescription

Publis


"There'sfire here!"

Catalyst party



2) Events trigger protocols, e.g. FIRE(firesquad, firetruck,driver, extinguishers)

Fire event ⇒FIRE() protocol

Party Party

Service registry

Servicedescription

Publis


3) Catalystlocates actorswilling & ableto play roles:

firesquad,firetruck, driver,extinguishers

CapabilitiesPoliciesAvailabilityLocation…


Catalyst party



Fire event ⇒FIRE() protocol

Party Party

Service registry

Servicedescription

Publis


Catalyst party



4) If all roles are found, protocol is "fired"and value is co-created

Party Party

Service registry

Servicedescription

Publis


Catalyst party



4) If all roles are found, protocol is "fired"and value is co-created

Big IF...

Party Party

Service registry

Servicedescription

Publis


Catalyst party


5) If NOT ALL roles are found, a new event is generatedin the community the Catalyst is a member of

Publis

h EXCEPTION(FIRE, driver)


Party PartyPartyParty PartyParty

PartyParty PartyPartyParty PartyParty


Party


Party



Party

PartyPartyPartyPartyPartyPartyPartyPartyParty

PartyPartyParty




Party


Party



Party

PartyPartyPartyPartyPartyPartyPartyPartyParty

PartyPartyParty

FIRE(r1, r2, r3, r4, r5)

5-service system todeal 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

0011

2222

2222

0123

4567

8

0011

2334

4

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

Applications, studies, and results2) Little Sister

Laye

r 0(R

aw

com

po-

nent

s)

ElectronicHealth

Records

...U

pper

la

yers

...La

yer 1

(S

mar

t R

oom

s)

Laye

r 2

(Sm

art

Flat

s)

Laye

r 3

(Sm

art B

uild

ings

)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)

Applications, studies, and results2) 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

Applications, studies, and results3) Multi-agent simulation

Applications, studies, and results: 3/3

1) Better False Negatives rate

2) Higher # of handled requests

3) Reduced social costs

4) Reduced waiting times

Modicum ofsocial energy

producessignificant

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 ecologySystems analysis

Communityresilience

Service analysis/modeling

Resilience /antifragility

Pervasive socialcomputing

Semantics modeling

Service evolution

Economics ofinformation

Thank you for your attention!

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

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