Value co-creation in the management of projects delivering integrated solutions: the case of BT Global Services in the UK

This paper investigates the role of value co-creation in the management of projects delivering integrated solutions, implementing a new business model for incumbent telecommunications operators. The case study of BT Global Services (BTGS) shows that BT’s business unit responsible for the business of projects delivering integrated solutions requires collaboration at a strategic level between BTGS and customers. An empirical framework is proposed for value co-creation in projects delivering integrated solutions. It highlights the strategic alignment between the integrated solution’s provider (BTGS) and the customer as the main feature that differentiates this framework from those in the existing literature. It also highlights the importance of considering post-project (i.e. longer-term benefits after the handover) factors when evaluating project success.