Indirect Human Cost of implementing the OVchipcard in the Netherlands: The OVchipcard is a contactless smart card that is used,Used

Indirect Human Cost of implementing the OVchipcard in the Netherlands: The OVchipcard is a contactless smart card that is used,Used

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The initial plan of the new OVchipcard system was to improve the Dutch public transportation services and save costs for the OVchipcard companies. However, after the implementation of the OVchipcard several problems have arisen. There have been technical failures, privacy, security and other problems. These problems could lead to more costs than expected. Especially Indirect Human Cost (IHC) drivers are hard to define before the implementation. This research is an investigation of the OVchipcard system in the Netherlands. It provides a case study for both Indirect Human Costs (IHC) of the OVchipcard and the effect of the OVchipcard system on the society (employees and users). Various miscellaneous suggestions are given by users and employees to improve the usability of the OVchipcard. The results of this research can be of interest to IT managers and employees of public transportation companies, users of the OVchipcard and anyone who is interested in how the OVchipcard system is organized in the Netherlands.

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