Sohails Work

Amanats Work

Design Science Research (DSR)

Design Science Research

Design tasks/activities have an important role Design activities have

been playing an

in many applied science disciplines. DSR has a important role in many applied science
long history in various fields such as disciplines. There is a long history of design
architecture, engineering, education, fine arts science research in various fields such as
and psychology (Lee, Thomas, & Baskerville, engineering, architecture, education, fine arts
2015; Uysal, 2016; Cross, 2001; Venable, and psychology (Cross, 2001). Majority of the
Pries-Heje, & Baskerville, 2016). Majority of research on design science has recognized the
the research on design science (Lee, Thomas, seminal contribution of the work of Simon
& Baskerville, 2015) has recognized the (1969) who wrote the book The sciences of
seminal contribution of the work of Simon who the Artificial.
wrote the book The Sciences of the Artificial
(Simon, 1969; Simon, 1996).

Many design science concepts, ideas and Many design science ideas, concepts and
methods originated from other disciplines have methods originated from other disciplines have
been applied to information systems. However, been

applying

to

information

systems.

information systems inherently face various However, information systems inherently face
distinctive and challenging design problems various distinctive and challenging design
due to the frequent advancements in this problems due to the frequent advancements in
discipline, which require fresh and innovative this discipline

which require

fresh and

ideas (Lee, Thomas, & Baskerville, 2015; innovative ideas. Design science research
Venable, Pries-Heje, & Baskerville, 2016). possesses high relevancy with information
DSR

possesses

high

relevancy

with system research as it apparently deals with two

information system research as it apparently of the central issues of this discipline: artifacts
deals with two of the central issues of this role in information system research (Weber,
discipline: artifacts role in information system 1987; Benbasat & Zmud 2003); the perceived
research (Lee, Thomas, & Baskerville, 2015; lack of professional relevance of information
Uysal, 2016; Benbasat & Zmud, 2003; Weber, system research (Benbasat & Zmud 1999;

1987) the perceived lack of professional Hirschheim & Klein, 2003).

relevance of information system research
(Hirschheim & Klein, 2003; Benbasat &
Zmud, 1999).

One important characteristic of design science One important characteristic of design science
is that it provides explicit prescriptions is that it provides explicit prescriptions
(guidelines or principles) for constructing an IT (guidelines or principles) for constructing an
artifact

(Uysal,

2016;

Lee,

Thomas,

& artifact (Gregor & Jones, 2007). Therefore,

Baskerville, 2015; Gregor & Hevner, 2013; design theory is normative or prescriptive type
Gregor & Jones, 2007). Therefore, design of theory. Other important characteristic that
theory is normative or prescriptive type of distinguishes design science from natural
theory. Other important characteristic that sciences is that its outcomes are evaluated
distinguishes design science from natural against the criteria of utility whereas theories
sciences is that its outcomes are evaluated of natural sciences are evaluated against the
against the criteria of utility whereas theories criteria of truth (March & Smith, 1995). Within
of natural sciences are evaluated against the the management literature, design science has
criteria of truth (Venable, Pries-Heje, & been advocated as an approach to mitigate the
Baskerville, 2016; March & Smith, 1995). serious

utilization

problem

or

relevance

(Lee, Thomas, & Baskerville, 2015; Hevner, problem of traditional description driven
March, Park, & Ram, 2004) argued that

research (Van Aken, 2004).

through DSR, a new Information Systems(IS) Through design science research, a new IT
artifact including IT (software & hardware) artifact can be developed and evaluated to
artifact, social artifact(i.e. Charitable act) and solve a known problem of the organization
information artifact(i.e. message)

can be (Hevner et al., 2004). Such artifacts are not

developed and evaluated to solve a known restricted to computer systems but also include
problem of the organization. Such artifacts are a complex and varying set of people,
not restricted only to computer systems but technology

and

organizations

(Dahlbom,

also include a complex and varying set of 1996). IT artifacts can be constructs, models,
people, technology and organizations (Lee, methods and instantiations (Hevner et al.,

Thomas, & Baskerville, 2015; Dahlbom Bo, 2004). According to March and Smith (1995),
1996). IT artifacts can be constructs, models, IT artifacts are concrete prescriptions that help
methods and instantiations (Hevner, March, IT practitioners and researchers to understand
Park, & Ram, 2004). According to March and and
Smith (1995),

IT

address

inherent

problems

within

artifacts are concrete organizations regarding the development and

prescriptions that help IT practitioners and implementation of information systems.

researchers to understand and address inherent
problems within organizations regarding the
development

and

implementation

of

information systems.

Various

researchers

proposed

various Various

researchers

proposed

various

comprehensive methodologies and processes to comprehensive methodologies and processes to

conduct DSR e.g. (Uysal, 2016); (Venable, conduct design science research e.g. Walls,
Pries-Heje, & Baskerville, 2016), (Peffers, Widmeyer and El Sawy (1992); Hevner et al.
Tuunanen, Rothenberger, & Chatterjee, 2008); (2004);

McKay

and

Marshall

(2005);

(Vaishnavi & Kuechler, 2007); (McKay & Vaishnavi and Kuechler (2007); Peffers et al.
Marshall, 2007); (Hevner, March, Park, & (2008). These methodologies and processes
Ram, 2004); (Walls, Widmeyer, & El Sawy, share in common the two core activities
1992). These methodologies and processes identified by Hevner et al. (2004) in their
share in common, the two core activities framework of information system research.
identified by Hevner et al. (2004) in their These two core activities are: develop/build the
framework of information system research. artifact; justify/evaluate the artifact.
These two core activities are: develop/build the Hevner et al.s (2004) framework is shown in
artifact; justify/evaluate the artifact.

Figure 6.11. An overview of the framework is

Hevner et al.s (2004) framework is shown in given below.

Figure 3.2. An overview of the framework is
given below.
The environment is comprised of people, The environment is comprised of people,
organization and technology. It can be social organization and technology. Goals, tasks,
artifact (Lee, Thomas, & Baskerville, 2015) problems and opportunities that create the

which can be used for socio-economic cause business needs of the organization lie in the
(goals, tasks, problems and opportunities) that environment.
create the business needs of the organization comprehended
lie in the environment. In this way, people, organization

Business
by

the

depending

needs
people
on

are
of

their

the
roles,

organization and technology altogether define capabilities, and characteristics. Strategies,

the business needs or problem.

structure, culture and business processes of the

organization are used to assess and evaluate
business

needs.

technological

Existing

and

infrastructure,

planned

applications,

communication architectures, and development

capabilities shape the strategies, structure,
culture

and

business

processes

of

the

organization. In this way, people, organization

and technology altogether define the business
needs or problem.

Research

relevance

is ascertained when Research

relevance

is ascertained

when

research activities are formulated to address the research activities are formulated to address the
business needs.
IS

research

business needs.
is

accomplished

into

two IS

research

is

accomplished

into

two

complementary phases for such an articulated complementary phases for such an articulated
business needs (Hevner et al., 2004). Behavior business needs (Hevner et al., 2004). Behavior
science research builds and justifies theories to science research builds and justifies theories to
describe or forecast phenomena relevant to the describe or forecast phenomena relevant to the
known business needs whereas DSR builds and known business needs whereas design science
evaluates artifacts to fulfill the known business research builds and evaluates artifacts to fulfill
needs.

Both

justify/evaluate
weaknesses

in

types

of

activities
the

theory

research

use the known business needs. Both types of

to

discover research use justify/evaluate activities to

and

artifact. discover weaknesses in the theory and artifact.

Therefore, refinement and reassessment is Therefore, refinement and reassessment is

needed. Future research directions are typically needed. Future research directions are typically

addressed in refinement and reassessment addressed in refinement and reassessment

process.
The

process.

knowledge

base

is

comprised

of The

knowledge

base

is

comprised

of

foundations and methodologies to provide raw foundations and methodologies to provide raw
material

to

conduct

information

system material

to

conduct

information

system

research. Theories, frameworks, instruments, research. Theories, frameworks, instruments,

constructs, models, methods and instantiations constructs, models, methods and instantiations
from the previous information system research from the previous information system research
and

related

disciplines

are

used

for and

related

disciplines

are

used

for

develop/build phase of a research. Guidelines develop/build phase of a research. Guidelines

for justify/evaluate phase are provided by for justify/evaluate phase are provided by
methodologies. Through the proper utilization methodologies. Through the proper utilization
of prior foundations and methodologies, rigor of prior foundations and methodologies, rigor
is accomplished.

is accomplished.

Methodologies are mainly used in behavior Methodologies are mainly used in behavior
science research for data collection and science research for data collection and
empirical analysis whereas mathematical and empirical analysis whereas mathematical and
computational techniques are mainly applied in computational techniques are mainly applied in
DSR to evaluate the artifacts. In design design science research to evaluate the
science, empirical techniques can also be used. artifacts.

In

design

science,

empirical

The interpretive and positivist approaches are techniques can also be used.
complemented by a design science research Many researchers considered design science
(Venable, Pries-Heje, & Baskerville, 2016) for itself as a paradigm e.g. Gregg, Kulkarni and
this research work.

Vinze (2001); Hevner et al. (2004); Vaishnavi

and Kuechler (2007); Peffers et al. (2008).
However,

McKay

and

Marshall

(2007)

considered design science as a body of

knowledge that can be developed through the
application of a variety of methods based on
the

existing

interpretive

and

positivist

paradigms. Without engaging into further

debate whether design science itself is a

paradigm or not, interpretive and positivist
paradigms are complemented by a design
science research paradigm for this research
work.
The main objective of this research study is the As the main objective of this research study is
design and implementation of technological to develop a framework for effective IT
intra public sector collaborative framework, governance implementation in PakPSOs to
which is implemented in Public Grievance their context and in the perspective of a
Redressal System (PGRS) of Pakistan. In this developing

country,

the

design

science

context, the design science research approach research approach will be used due to its
is used, due to its capability of developing and capability of developing and evaluating IT
evaluating IT application to solve known artifacts to solve known problems of the
problems of the organizations, regarding the organizations regarding the development and
technological intra sector collaboration (Uysal, implementations of information systems. The
2016). The researcher selected design science researcher selected design science due to its
due to its association with behavioral science association

with

behavioral

science

as

as described by (Lee, Thomas, & Baskerville, described by Hevner et al. (2004) and Peffers
2015), Peffers et al. (2008) and Hevner et al. et al. (2008) and also the ambition for
(2004) and also the ambition for implementing implementing effective IT governance in
effective technological collaboration in PGRS PakPSOs through an innovative IT artifact.
of Pakistan through an innovative IT artifacts.

As an IT artifact can be a construct, model, As an IT artifact can be a construct, model,

method and instantiation, the method in the method and instantiation, the method in the
form of framework is selected for this research form of framework is selected for this research
study because a framework can provide study because a framework can provide
practical knowledge to improve collaboration practical knowledge to improve IT governance
in PGRS of Pakistan. A framework is a in PakPSOs. A framework is a schematic plan
schematic plan of interconnected elements to of interconnected elements to support a unique
support a unique approach for a specific approach for a specific objective and assists as

objective and assists as a guide that can be a guide that can be customized when needed
customized when needed through addition and through addition and deletion of elements
deletion of elements (Business Dictionary, (Business Dictionary, 2012). Moreover, a
2012).

Moreover,

framework

can

be framework

can

be

developed

through

developed through theoretical and/or practical theoretical and/or practical experiences that
experiences that ultimately help practitioners ultimately help practitioners and academicians
and academicians in the same way in their in the same way in their work.
work.
To answer the research question 4, the research To answer the research question 6, an IT
artifact is iteratively developed and evaluated artifact will be iteratively developed and
against

its

utility using

design

science evaluated against its utility using design

approach (Hevner, March, Park, & Ram, science approach (Hevner et al., 2004). Three
2004). The study was completed in two phases. iterations will be performed. In iterations 1 and
Three iterations were performed in two phases. 2, the framework will be developed and in
In iterations 1, the conceptual framework was iteration 3, the framework will be evaluated.
developed, internally validated. Iteration 2, the The framework development and evaluation
information

management

system

was process is shown in Table 6.13.

developed using the conceptual framework

knowledgebase while in iteration 3, the
developed framework was externally validated
with its implementation in selected public
sector organizations (Ombudsman institutions
of Pakistan) for intra sector collaboration as
discussed by Hevner and Uysal (Uysal, 2016;
Hevner, March, Park, & Ram, 2004) using
developed

software.

The

confidence

in

usefulness of the framework was measured

with help of developed information system by
performance analysis in the PGRS of Pakistan.

1.1

1.2

Research philosophy

Research philosophy

There are different ways in which study can be Based on the

conducted

based

on

the

fundamental epistemology

fundamental (knowledge that guides the research and how it

epistemology (the way in which knowledge can be obtained), a research study can be
can be obtained) i.e. interpretive, positivist and conducted using interpretive, positivist and
critical

research

philosophical

paradigms critical

research

philosophical

paradigms

(David, 2015; Bryman, 2016; Myers, 2013). (Trochim & Donnelly, 2007; Myers, 2008).
This research study uses two philosophical This research study uses two philosophical
paradigms

i.e.

interpretive and positivist paradigms

i.e.

interpretive and positivist

research depending on the nature of this study. research depending on the nature of the study.
The critical research is not the focus of this The critical research is not the focus of this
research study because it deals with social research study because it deals with social
critique of current conditions and assumes that critique of current conditions and assumes that
reality is socially constructed (David, 2015).

reality is socially constructed (Alvesson &

Deetz, 2000).

Positivist research tests falsifiable theories Positivist research tests falsifiable theories
and provide the basis to generate the laws and and increases the predictive understanding of
increases the predictive understanding of phenomena using independent and dependent
phenomena using independent and dependent variables and their relations (Orlikowski &
variables and their relations (Bryman, 2016; Baroudi, 1991; Straub, David, & MarieDavid, 2015; Orlikowski & Baroudi, 1991; Claude, 2005). As positivist research is used
Myers, 2013). As positivist research is used for for numerical analysis of the theoretical
numerical analysis of the theoretical constructs constructs and their interpretations, therefore,
and

their

interpretations,

therefore,

this this philosophical paradigm will also be used

philosophical paradigm is also used in this in this study. In this study, research activity 3
study. In this study, research activity 3 used will use positivist research philosophical
interpretive research philosophical paradigm.

paradigm.

Interpretive research investigates a research Interpretive research explores a research

topic and emphasizes on the meanings in topic and emphasizes on the meanings in
context without predefining independent and context without predefining independent and

dependent variables (Bryman, 2016; David, dependent variables (Kaplan & Maxwell, 1994;
2015; Myers, 2013). As interpretive research Myers, 2008). As interpretive research is used
is used to search and understand the context to explore and understand the context within
within which decisions and actions are which decisions and actions are performed,
performed,

therefore,

this

philosophical therefore, this philosophical paradigm will be

paradigm is mainly used in this study. In this mainly used in this study. In this study,
study, research activity 1 used interpretive research activities 1 and 2 will use interpretive
research philosophical paradigm.

research philosophical paradigm.

Moreover, these interpretive and positivist Moreover, these interpretive and positivist
research approaches are considered due to the research

philosophical

paradigms

are

exploratory and confirmatory nature of the considered due to the exploratory and
study. In this study, research activities/phase 1 confirmatory nature of the study. In this
will be explored inductively whereas research study, research activities 1and 2 will be
activity 2 will be predicted deductively.

explored inductively whereas research activity

3 will be predicted deductively.

Furthermore, these philosophical approaches Furthermore, these philosophical paradigms

are considered due to the qualitative and are considered due to the qualitative and
quantitative nature of the study. Qualitative quantitative nature of the study. Qualitative
research is used for studies in natural and research is used for studies in natural settings
social settings (Bryman, 2016; David, 2015; (Yin, 2003; Myers, 2008). In this study,
Creswell, 2014; Myers, 2013). In this study, research activities 1 and 2 will be addressed
research activity/phase 1 addressed through through
qualitative

and

quantitative

qualitative

research.

Quantitative

research. research is used for testing and understanding

Quantitative research is used for testing and hypothesized

relations

through

numerical

understanding hypothesized relations through analysis (Straub et al., 2005). In this study,
numerical analysis (Creswell, 2014; Bryman, research activity 3 will be addressed through
2016; Straub, Gefen David, & Boudreau quantitative

research.

Qualitative research

Marie-Claude, 2005). In this study, research deals with interpretive, positivist and critical
activity 3 is addressed through quantitative research philosophical paradigms whereas
research where quantitative analysis was made. quantitative research deals with positivist

Qualitative research deals with interpretive, research philosophical paradigm only as shown
positivist and critical research philosophical in Figure 7.1.
paradigms whereas quantitative research deals
with positivist research philosophical approach
only as shown in Figure 3.1.
These interpretive and positivist research These interpretive and positivist research
philosophical paradigms are complemented by philosophical paradigms are complemented by
design science research (Venable, Pries-Heje, design science research paradigm for research
& Baskerville, 2016) for research activity 2. activity 4. The researcher selected design
The researcher selected design science due to science due to its association with behavioral
its association with behavioral science as science as described by Hevner et al. (2004)
described by Peffers et al. (2008) and Hevner and Peffers et al. (2008) and also the ambition
et al. (2004) (Peffers, Tuunanen, Rothenberger, for implementing effective IT governance in
& Chatterjee, 2008; Hevner, March, Park, & PakPSOs through an innovative IT artifact. In
Ram, 2004) and also the ambition for this study, research activity 4 will use design
implementing

effective

technological science research paradigm.

collaboration in PGRS of Pakistan through an

innovative IT artifact. In this study, research
activity 2 used design science research (DSR)
paradigm.

1.3

Data Collection Techniques

Data Collection Techniques

To gather relevant data, various data collection To gather relevant data, various data collection
techniques are used in this research study techniques will be used in this research study
depending on the research methods of the depending on the research methods of the
study. These include interviews, focus groups study. These include interviews, focus groups,
and documents (Bryman, 2016; David, 2015; survey questionnaires and documents (Fowler,
Creswell, 2014; Myers, 2013). The choice of 2002; Yin, 2003; Myers, 2008). The choice of
one or a combination of more than one depends one or a combination of more than one depends
on the objectives of research activities.

on the objectives of research activities.

Interviews can be structured, semi-structured

1.3.1 Interviews

Interview research is a method of getting the or unstructured (Yin, 2003). Semi-structured

knowledge

from

others

who

are

more interviews are commonly used in social

experienced and have knowledge in specific sciences (Myers, 2008). Therefore, semiarea

(Bryman,

2016).

Interviews

were structured interviews will be used in this study.

conducted during the complaint handling Interviews are used to comprehend the ideas,
analysis of the PGRS of Pakistan. These experiences and beliefs of individuals in their
interviews also highlighted the problems in natural settings. Interviews will be used in
PGRS of Pakistan, which are presented in research activities 1, 2 & 4.
literature review. Interview research is used in
first phase with AS-IS process model to
identify the best processes and to be shared
resources in the technological collaboration.
This is also used with AS-IS process to find the
answer of the research questions one to three.
Interviews are played vital role in the design
and implementation of the Technological
Collaborative Framework (TCF) and also
helped in post implementation information
gathering.

Focus groups are generally healthy in

1.3.2 Focus Groups

Focus

groups

are

generally

healthy

in generating ideas and consensus (Kleiber,

generating ideas and consensus (Bryman, 2004). Marshall and Rossman (1999) argue
2016; David, 2015; Creswell, 2014; Kleiber, that focus groups have high apparent reliability
2004; Marshall & Rossman, 1999). Kleiber, and validity.

With group interaction, the

2004 and Marshall & Rossman, 1999 also researcher assures views on the defined topic
argue that focus groups have high apparent (Myers, 2008). Focus groups will be used in
reliability and validity. With group interaction, research activity 1 to assess and agree on IT
the researcher assures views on the defined governance maturity levels because there may
topic (Myers, 2013). Focus groups are used in be a number of varying statements on this

research phase/activity 1 to analyze the aspect.

complaint handling procedure in PGRS. It also
used phase 2 of this study in construction of
framework for technological collaboration.

Documents are source of data pertaining to

1.3.3 Documents

Organizational documents are the source of particular research settings (Yin, 2003; Myers,
information for research settings (Bryman, 2008). Documents will be used in research
2016; David, 2015; Myers, 2013). Documents activities 1, 2 & 4 to obtain relevant data due to
are used in research activities 1, 2 & 3 to the case study research in these activities.
obtain relevant data due to the case study
research in these activities.

1.4
1.5
Case study research is a method of empirical Case study research is a method of empirical
enquiry (Yin, 2003; David, 2015). In this enquiry (Yin, 2003). In this study, it will be
study, it is used mainly from an interpretive used mainly from an interpretive research
research philosophical paradigm point of view. philosophical

paradigm

point

of

view.

According to Yin (2003), a case study According to Yin (2003), a case study
investigates a contemporary phenomenon investigates a contemporary phenomenon
within its real-life context, especially when the within its real-life context, especially when the
boundaries between phenomenon and context boundaries between phenomenon and context
are not clearly evident. A case study also are not clearly evident. A case study also
relies on multiple sources of evidence and relies on multiple sources of evidence and
benefits from the prior development of benefits from the prior development of
theoretical

propositions

collection and analysis.

to

guide

data theoretical

propositions

to

guide

data

collection and analysis.

Various researchers argue that case study Various researchers argue that case study
research method is more appropriate to conduct research method is more appropriate to conduct

information system research e.g. (Oates, 2006; information system research e.g. Benbasat,
Benbasat,

Goldstein,

&

Mead,

1987). Goldstein and Mead (1987); Oates (2006).

Generally, it is not easy to disengage the Generally, it is not easy to disengage the IT
technological

collaboration

from

its governance phenomenon from its environment

environment i.e. PGRS of Pakistan. The PGRS i.e. PakPSOs. Therefore, case study research
of Pakistan is selected as case study. Therefore, method will be mainly used in this study in
case study research method is mainly used in research
second

phase

of

this

study.

activities

1and

2.

Moreover,

Moreover, explorative case study will be used due to the

explorative case study will be used due to the exploratory nature of research activities 1and
exploratory nature of research activities 1and 2. It will also be used partially for research
2. It will also be used partially for research activity 4 to evaluate the framework in the real
activity 3 to evaluate the Technological business settings. Due to the presence of
Collaborative Framework (TCF) in the real various types of PakPSOs, a multi- case study
business settings.

approach is also needed to improve the

confidence in the results and likely replication
as proposed by Yin (2003) and Myers (2008).
Evidence and findings from multiple case
studies are more convincing than one case
study (Oates, 2006).

1.6

Data Analysis Approaches

Data Analysis Approaches

Various data analysis approaches are used in Various data analysis approaches will be used
this research study depending on the research in this research study depending on the
methods and data collection techniques of the research

methods

and

data

collection

study. Content Analysis (CA) will be used for techniques of the study. Content Analysis (CA)
qualitative data whereas Exploratory Data will be used for qualitative data whereas
Analysis (EDA).

Exploratory

Data

Analysis

(EDA)

and

Structural Equation Modeling (SEM) will be

used for quantitative data.
Exploratory Data Analysis (EDA) is an Exploratory Data Analysis (EDA) is an
approach for analyzing data sets through approach for analyzing data sets through

statistical tools to comprehend their important statistical tools to comprehend their important
characteristics (Fowler, 2002). One of the characteristics (Fowler, 2002). One of the
purposes of EDA is to increase the insights purposes of EDA is to increase the insights
into the data sets to extract important into the data sets to extract important
information e.g. Ombudsmens data list. EDA information e.g. ranked lists. EDA will be used
is used in this research study in research in this research study in research activities 1, 2
activities 3 for analyzing quantitative data that and 4 for analyzing quantitative data that will
is collected from database.

be collected through questionnaires. Measures

pertaining to relative location such as rankings
and measures pertaining to centre such as
means

can

be

addressed

though

EDA

approach.

1.7

Validity and reliability

Validity and Reliability

In social science methods, the most applied In social science methods, the most applied
aspects to meet research quality are construct aspects to meet research quality are construct
validity, internal validity, external validity and validity, internal validity, external validity and
reliability (Baskerville, Kaul, & Veda C., reliability (Yin, 2003; Trochim & Donnelly,
2015; Trochim & Donnelly, 2007; Yin, 2003).

2007).

Construct validity

Construct Validity

It deals with the exact operational measures for It deals with the exact operational measures for
the concepts in the study and how these the concepts in the study and how these
concepts are operationalised for credible concepts are operationalised for credible
interpretations of collected data (Yin, 2003). interpretations of collected data (Yin, 2003).
Three tactics are used to increase the construct Three tactics can be used to increase the
validity in case studies (Yin, 2003).

These construct validity in case studies (Yin, 2003).

tactics are: use of multiple sources of evidence; These tactics are: use of multiple sources of
use of chain of evidence; and a review of the evidence; use of chain of evidence; and a
case study report by key informants. For case review of the case study report by key
study research in research activities 1, 2 and 3, informants. For case study research in research

interviews, focus groups and documents are activities 1, 2 & 4, interviews, focus groups,
used to provide multiple sources of evidence. questionnaires and documents will be used to
This allowed triangulation, which helps in provide multiple sources of evidence. This
developing convergent line of enquiry (Patton, allows triangulation which helps in developing
1987). It also minimizes the bias created by convergent line of enquiry (Patten, 1987). It
interview/respondent

dialogues

only. also

minimizes

the

Derivations of evidence from the initial interview/respondent

bias

created

dialogues

by
only.

research questions to conclusion are the part of Derivations of evidence from the initial
the research design to provide chain of research questions to conclusion will be the
evidence. A draft report of each case is sent part of the research design to provide chain of
back to the corresponding organization for evidence. A draft report of each case will be
assessment to provide a review of the case sent back to the corresponding organization for
study report by key informant for increasing assessment to provide a review of the case
the quality of results. The other way is study report by key informant for increasing
accepting the construct validity by using the the quality of results. For survey research in
well-established construct in literature as research activity 3, statistical construct validity
discussed by (Pedersen, Emblemsvag, Bailey, will be ensured through convergent and
Allen, & Farrokh, 2000).

discriminant validity as proposed by Hair et al.

(2006)

for

correct operational

measures.

Convergent validity ensures that theoretically

supposed highly interrelated measures are
actually

highly

interrelated

whereas

discriminant validity ensures that measures that

should not be interrelated are actually not
interrelated (Hair et al., 2006).

Internal validity

Internal Validity

Internal validity is equivalent to credibility of It deals with the internal design of the research
the findings in design science (Baskerville, and establishes the rigor with which research is
Kaul, & Veda C., 2015) and it deals with the conducted (Brewer, 2000; Shuttleworth, 2009).
internal design of the research and establishes Due to the exploratory, confirmatory and

the rigor with which research is conducted design science nature of this research study,
(Shuttleworth, 2009; Brewer, 2000). Due to strategies will be developed to collect and
the exploratory, confirmatory and design analyze data that guide toward the conclusions.
science nature of this research study, strategies For exploratory study in research activities 1
are developed to collect and analyze data that and 2, all relevant evidence will be provided
guide toward the conclusions. For exploratory and used to infer the conclusions. Well
study in research activities1, all relevant established

theoretical

categories

and

evidences are provided and used to infer the subcategories from the relevant literature will
conclusions. The usage of ICT in PGRS of be used for Content Analysis (CA). Emerging
Pakistan was calculated using the seven ICT subcategories during the process of data
core indicators for Government by (Pea- analysis will also be used. For confirmatory
Lpez, 2011). These indicators were developed study in research activity 3, a research model
for World Summit on Information Society will be developed to test the correlating effect
(WSIS) in partnership with UN to measure the of IT governance practices on business value
ICT

development

in

country.

These of IT and used to infer the conclusions. For

indicators were adjusted with reference to the design science research in research activity 4,
Public Grievance Redressal Sector (Annex A). the framework will be iteratively developed
Well established theoretical categories and and evaluated.
subcategories from the relevant literature will
be used for Analysis. Emerging subcategories
during the process of data analysis are also
used. For confirmatory study in research
activity 3, the research model are developed to
test the correlating effect of collaboration on
time profile of complaint, referral system and
cost of isolated and shared system in PGRS of
Pakistan and used to infer the conclusions. For
design science research in research activity 2,
Technological Collaborative Framework (TCF)
is iteratively developed and evaluated.

External validity

External Validity

External validity is the general ability of a External validity is the generalisability of a

study (Yin, 2003). External validity is ensured study (Yin, 2003). External validity will be
in two ways in this research study. First is for ensured in two ways in this research study.
case study research in research activities 1& 2 First is for case study research in research
to ensure analytical generalization so that activities 1, 2 & 4 to ensure analytical
results can be replicated to other organizations generalization so that results can be replicated
(Baskerville, Kaul, & Veda C., 2015; Yin, to other organizations (Yin, 2003). The use of
2003). The use of well defined case studies of well defined case studies of seven PakPSOs
Federal

and

Provincial

Ombudsman will

strengthen

this

replication

because

institutions in PGRS of Pakistan has strengthen Eisenhardt (1989) recommended four to seven
this replication because (Eisenhardt, 1989) organizations. This will also be strengthened
recommended three to seven organizations. by the use of considerable number of
This is also strengthened by the use of respondents at various management levels that
considerable number of respondents at various are both business and IT people. Second is for
management levels that are both business and survey research in research activity 3 to ensure
IT people. Second is for applied research in statistical generalization so that a specific set
research activity 3

to

ensure

statistical of results can be generalized to a population

generalization (Trochim & Donnelly, 2007).

(Trochim & Donnelly, 2007).

Reliability

Reliability

Reliability

is

the

consistency

of

the Reliability

is

the

consistency

of

the

measurement (Baskerville, Kaul, & Veda C., measurement (Trochim & Donnelly, 2007).
2015; Trochim & Donnelly, 2007). Yin (2003) Yin (2003) suggested that the use of case study
suggested that the use of case study protocols protocols and the development of a case study
and the development of a case study databases databases increase the reliability in case study
increase the reliability in case study research. research. For case study research in research
For case study research in research activities 1, activities 1, 2 & 4, the researcher will apply
2 & 3, the researcher has applied case study case

study

protocols

and

databases

as

protocols and databases as suggested by Yin suggested by Yin (2003) to increase the
(2003) to increase the reliability. Important reliability. Important procedures for multiple

procedures for multiple case designs are case designs will be outlined and documented.
outlined and documented. In advance, the In advance, the research will prepare case
software database was developed for data study

overviews,

instruments

for

data

collection. A case study database for linking collection, list of evidence and a guide for the
case study notes and documents together are report. A case study database for linking case
established. Moreover, the interview protocols study notes and documents together will be
are developed and used in such a way that they established. Moreover, the interview protocols
provided same format and sequence of the will be developed and used in such a way that
questions to the respondents so the each they provide same format and sequence of the
respondent can understand them similarly. The questions to the respondents so that each
composite reliability measures as proposed by respondent can understand them similarly. For
Fornell and Larcker (1981) are used to estimate survey research in research activity 3, the
internal consistency in both cases (demo and correctness of the questionnaire will first be
actual case) (Fornell & D. Larcker, 1981)

checked through pilot study and then its

reliability will be checked through pilot study
and actual study as proposed by Fowler (2002).
Average variance, Cronbachs alpha and
composite reliability measures as proposed by
Fornell and Larcker (1981) will be used to
estimate internal consistency in both cases
(pilot and actual case).