How to reduce the causes of call center contact by implementing web self-service at Sonae MC?

This project aims to provide feasible solutions to improve customer´s Help Area at Continente Online. The goal is to increase satisfaction and loyalty by reducing the main causes that lead customers to appeal to Call Center or abandon the website. The pursued solution is the implementation of Web Self-Service and the vision taken is focused not only on providing customers basic help tools but also innovate with international best practices to sustain Sonae MC´s present and future market leader position. Customer´s feedback, costs and impact are taken in consideration to find the best fit for the company.

Role of Intersectoral Collaboration in Mental Health Policy Formulation And Service Delivery in Saint Lucia

RESUMO: Santa Lúcia pequena ilha de país em desenvolvimento com recursos limitados e é confrontada com uma série de desafios socioeconômicos que exigem soluções criativas e inovadoras. É comprovado que a combinação de recursos entre setores para estabelecer os determinantes social, econômico e ambiental da saúde são uma estratégia útil para melhorar a saúde da população, principalmente a sua saúde mental. Este estudo, o primeiro do seu tipo em Santa Lúcia, procurou examinar até que ponto a disponibilidade de uma política nacional de saúde mental levou a ação intersetorial para o fornecimento de serviços e promoção da saúde mental. Além disso, o estudo examinou o nível de colaboração intersetorial que existe entre as agências que prestam cuidados diretos e serviços de suporte para pessoas com doenças mentais e problemas sérios de saúde mental. O estudo também teve como objetivo identificar os fatores que promovem ou dificultam a colaboração intersectorial e gerar recomendações que possam ser aplicadas para países muito pequenos e com perfis socioeconômicos semelhantes. Os dados gerados a partir de três (3) fontes foram sintetizados para formar uma visão ampla das questões. Uma avaliação da política de saúde mental de 2007, uma avaliação que identifica até que ponto a ação intersetorial atualmente deixa a prestação de serviços de saúde mental e a administração de entrevistas semiestruturadas nas mãos de gestores do programa de diferentes agências em todos os setores. O estudo concluiu que, apesar da disponibilidade de uma política de saúde mental, que articula clara e explicitamente a colaboração intersetorial como área prioritária para ação, quase não existe no sistema de fornecimento atual do serviço. Os provedores de serviços em todos os setores reconhecem que há os benefícios da colaboração intersectorial e com entraves significativos em relação à colaboração intersetorial, que por sua vez, impede uma abordagem nacional para o planejamento e o fornecimento do serviço. A colaboração intersetorial não será possível se os próprios setores dependerem da abordagem direta do setor da saúde ou se a atmosfera geral for ofuscada pela estigmatização das doenças mentais.------------------------------------------------------------------------ABSTRACT: Saint Lucia a small island developing country with limited resources, is faced with a number of socio-economic challenges which require creative and innovative solutions to address. Combining resources across sectors to address the social, economic and environmental determinants of health has proven to be a useful strategy for improving population health in particular mental health. This study, the first of its kind for Saint Lucia sought to examine the extent to which the availability of a national mental health policy led to intersectoral action for mental health promotion and service delivery. In addition the study examined the level of intersectoral collaboration which actually exist between agencies which provide direct care and support services to people with mental illnesses and significant mental health problems. The study also aimed to identify the factors which promote or hinder intersectoral collaboration and generate recommendations which can be applied to extremely small countries with similar socio-economic profiles. Data generated from three (3) sources was synthesized to form a broad picture of the issues. An evaluation of the mental health policy of 2007, an assessment of the extent to which intersectoral action currently exist in mental health service delivery and the administration of semi-structured interviews with program managers from different agencies across sectors to identify implementation issues. The study concluded that despite the availability of a mental health policy which clearly and explicitly articulates intersectoral collaboration as a priority area for action, very little exists in the current service delivery system. Services providers across sectors acknowledge the benefits of intersectoral collaboration and that there are significant barriers to intersectoral collaboration, which in turn hinders a national approach to service planning and delivery. Intersectoral collaboration is not possible if sectors themselves are dependent on a top-down health sector driven and dominated approach, or if the general atmosphere is clouded by stigmatization of mental health illnesses.

From user browsing behaviour to user demographics

A Internet conta hoje com mais de 3 mil milhões de utilizadores e esse valor não para de aumentar. Desta forma, proporcionar uma experiência online agradável aos seus utilizadores é cada vez mais importante para as empresas. De modo a tirar partido dos benefícios deste crescimento, as empresas devem ser capazes de identificar os seus clientes-alvo dentro do total de utilizadores; e, subsequentemente, personalizar a sua experiência online. Existem diversas formas de estudar o comportamento online dos utilizadores; no entanto, estas não são ideais e existe uma ampla margem para melhoria. A inovação nesta área pode comportar um grande potencial comercial e até ser disruptiva. Com isto em mente, proponho-me a estudar a possível criacão de um sistema de aprendizagem automática (machine learning) que permita prever informa ações demográficas dos utilizadores estritamente com base no seu comportamento online. Tal sistema poderia constituir uma alternativa às atuais opções, que são mais invasivas; mitigando assim preocupações ao nível da proteção de dados pessoais. No primeiro capítulo (Introdução) explico a motivação para o estudo do comportamento dos utilizadores online por parte de empresas, e descrevo as opções disponíveis atualmente. Apresento também a minha proposta e o contexto em que assenta. O capítulo termina com a identicação de limitações que possam existir a priori. O segundo capítulo (Machine Learning) fornece uma introdução sobre machine learning, com o estudo dos algoritmos que vão ser utilizados e explicando como analisar os resultados. O terceiro capítulo (Implementação) explica a implementação do sistema proposto e descreve o sistema que desenvolvi no decorrer deste estudo, e como integra-lo em sistemas já existentes. No quarto capítulo (Análise e manipulação dos dados), mostro os dados compilados e explico como os recolhi e manipulei para testar a hipótese. No quinto capítulo (Análise de dados e discussão) vemos como e que os dados recolhidos foram usados pelos vários algoritmos para descobrir como se correlacionam com dados dos utilizadores e analiso e discuto os resultados observados. Por fim, o sexto e último capítulo apresenta as conclusões. Dependendo dos resultados, mostro como a hipótese poderia ser melhor testada, ou então discuto os próximos passos para tornar o sistema realidade.

Community indentification in peer-t-peer collaborative consumption services

Even though collaborative consumption (CC) is gaining economic importance, research in CC is still in its infancy. Consumers’ reasons for participating have already been investigated but little research on consequences of participation has been conducted. This article examines whether interactions between customers in peer-to-peer CC services influence the willingness to coproduce service outcomes. Drawing on social exchange theory, it is proposed that this effect is mediated by consumers’ identification with the brand community. Furthermore, continuance intention in CC is introduced as a second stage moderator. In a cross-sectional study, customers of peer-to-peer accommodation sharing are surveyed. While customer-to-customer interactions were found to have a positive effect on brand community identification, brand community identification did not positively affect co-production intention. Surprisingly, the effect of brand community identification on co-production intention was negative. Moreover, continuance intention of customers did not moderate this relationship. Bearing in mind current challenges for researchers and companies, theoretical and managerial implications are discussed.

Genetic algorithms for the non emergency patients transport service

The authors would like to thank the anonymous reviewers for their valuable comments and suggestions to improve the paper. The authors would like to thank Dr. Elaine DeBock for reviewing the manuscript.

Da falsa integração do espectador na TV informativa

As actuais potencialidades tecnológicas abrem, perante o (tele)spectador, a promessa de um ilusório empowered user que se vai construindo alicerçado na narrativa mítica da omnipotência, tornada modo verbal e complemento directo da promessa moderna da omnividência. No entanto, os plateaux informativos da televisão portuguesa do século XXI ainda não vêem no telespectador um elemento estruturante do seu trabalho. São escassos os programas que abrem o alinhamento à participação do público e aqueles que o fazem atiram-no para margens que pouco ou nada interferem no desenvolvimento das emissões. Neste artigo, analisamos a integração dos telespectadores em 1673 emissões informativas, distribuídas por seis canais de televisão (RTP1, SIC, TVI, SICN, RTPN, TVI 24). Trata-se de uma investigação que desenvolvemos no âmbito do projecto “Jornalismo televisivo e cidadania”.

A trust model for cloud computing environment

This paper presents a proposal for a management model based on reliability requirements concerning Cloud Computing (CC). The proposal was based on a literature review focused on the problems, challenges and underway studies related to the safety and reliability of Information Systems (IS) in this technological environment. This literature review examined the existing obstacles and challenges from the point of view of respected authors on the subject. The main issues are addressed and structured as a model, called "Trust Model for Cloud Computing environment". This is a proactive proposal that purposes to organize and discuss management solutions for the CC environment, aiming improved reliability of the IS applications operation, for both providers and their customers. On the other hand and central to trust, one of the CC challenges is the development of models for mutual audit management agreements, so that a formal relationship can be established involving the relevant legal responsibilities. To establish and control the appropriate contractual requirements, it is necessary to adopt technologies that can collect the data needed to inform risk decisions, such as access usage, security controls, location and other references related to the use of the service. In this process, the cloud service providers and consumers themselves must have metrics and controls to support cloud-use management in compliance with the SLAs agreed between the parties. The organization of these studies and its dissemination in the market as a conceptual model that is able to establish parameters to regulate a reliable relation between provider and user of IT services in CC environment is an interesting instrument to guide providers, developers and users in order to provide services and secure and reliable applications.

Interaction paradigms versus age-related user profiles: an evaluation on content selection

Novel input modalities such as touch, tangibles or gestures try to exploit human's innate skills rather than imposing new learning processes. However, despite the recent boom of different natural interaction paradigms, it hasn't been systematically evaluated how these interfaces influence a user's performance or whether each interface could be more or less appropriate when it comes to: 1) different age groups; and 2) different basic operations, as data selection, insertion or manipulation. This work presents the first step of an exploratory evaluation about whether or not the users' performance is indeed influenced by the different interfaces. The key point is to understand how different interaction paradigms affect specific target-audiences (children, adults and older adults) when dealing with a selection task. 60 participants took part in this study to assess how different interfaces may influence the interaction of specific groups of users with regard to their age. Four input modalities were used to perform a selection task and the methodology was based on usability testing (speed, accuracy and user preference). The study suggests a statistically significant difference between mean selection times for each group of users, and also raises new issues regarding the “old” mouse input versus the “new” input modalities.

MixAR mobile prototype: visualizing virtually reconstructed ancient structures in situ

Archeology and related areas have a special interest on cultural heritage sites since they provide valuable information about past civilizations. However, the ancient buildings present in these sites are commonly found in an advanced state of degradation which difficult the professional/expert analysis. Virtual reconstructions of such buildings aim to provide a digital insight of how these historical places could have been in ancient times. Moreover, the visualization of such models has been explored by some Augmented Reality (AR) systems capable of providing support to experts. Their compelling and appealing environments have also been applied to promote the social and cultural participation of general public. The existing AR solutions regarding this thematic rarely explore the potential of realism, due to the following lacks: the exploration of mixed environments is usually only supported for indoors or outdoors, not both in the same system; the adaptation of the illumination conditions to the reconstructed structures is rarely addressed causing a decrease of credibility. MixAR [1] is a system concerned with those challenges, aiming to provide the visualization of virtual buildings augmented upon real ruins, allowing soft transitions among its interiors and exteriors and using relighting techniques for a faithful interior illumination, while the user freely moves in a given cultural heritage site, carrying a mobile unit. Regarding the focus of this paper, we intend to report the current state of MixAR mobile unit prototype, which allows visualizing virtual buildings – properly aligned with real-world structures – based on user's location, during outdoor navigation. In order to evaluate the prototype performance, a set of tests were made using virtual models with different complexities.

User expectations for media sharing practices in open display networks

Open Display Networks have the potential to allow many content creators to publish their media to an open-ended set of screen displays. However, this raises the issue of how to match that content to the right displays. In this study, we aim to understand how the perceived utility of particular media sharing scenarios is affected by three independent variables, more specifically: (a) the locativeness of the content being shared; (b) how personal that content is and (c) the scope in which it is being shared. To assess these effects, we composed a set of 24 media sharing scenarios embedded with different treatments of our three independent variables. We then asked 100 participants to express their perception of the relevance of those scenarios. The results suggest a clear preference for scenarios where content is both local and directly related to the person that is publishing it. This is in stark contrast to the types of content that are commonly found in public displays, and confirms the opportunity that open displays networks may represent a new media for self-expression. This novel understanding may inform the design of new publication paradigms that will enable people to share media across the display networks.

Promoting independent living and recreation in life through ambient assisted living technology

The increase in life expectancy with a decrease in birth rates is contributing to the ageing of the European population. This phenomenon, coupled with greater awareness of the quality of life, the need to have cost-efficient assistive care, the intention of people to live independently in their homes, and the technological developments in recent decades, have contributed to the emergence of the concept of ambient assisted living (AAL). AAL solutions aim to provide healthy and safe ageing to users through promoting independence in performing daily activities and interacting with technology, taking into consideration the deterioration of the users’ capabilities and the reduced costs of the solutions. In this chapter, AAL developments of monitoring activities of daily living (ADLs) and participation in a virtual community with the selected stakeholders are introduced, their roadmap with the expected technological developments are described, and the expected impact of these solutions on the end users of the developed solutions are discussed. This enables a real user guidance structure that represents the different needs and limitations of each user, presenting a highly structured project based on personas and possible solutions for them. The AAL4ALL Ambient Assisted Living for All (ALL4ALL) project is considered here as a case study to analyze and illustrate the ALL concepts discussed in this chapter.

Portuguese internet radio from 2006 to 2009: technical readiness and openness to interaction

[Extrat] The advent of thc internet raised questions about the role of radio in a fast-changing media environment. Many voices forecast its end but in the summer of 2008 the Swedish Radio and TV Authority published a study named 'The Future of Radio', which clearly opposed the pessimism of recent analysis. While the study anticipates the exhaustion of the FM model, it clearly broadens perspectives for DAB and internet radio, highlighting digitalization as the key element for the future relevance of radio. The Portuguese researcher and radio professional João Paulo Meneses states that 'the future of radio relies upon the internet', calling the broad service offerings of the net the pathway for the survival of radio from the threats to its two essential aspects: rnobility and accumulation (Meneses 2008). Accumulation is radio's capability to be used in a non­exclusive manner, which means that a listener can use the radio while performing other activities, like cooking, sewing, reading, writing or jogging.

Comunicação Android com câmaras ONVIF e gestão de Perfis de Media

Dissertação de mestrado integrado em Engenharia de Telecomunicações e Informática

Estudo da logística do armazenamento e distribuição interna de consumíveis clínicos de uma unidade hospitalar

Dissertação de mestrado em Engenharia Industrial

Processo SAAL: o contributo para a concepção arquitectónica da habitação social

Dissertação de mestrado integrado em Arquitectura