Publications » Privacy Through Anonymisation in Large-scale Socio-technical Systems: Multi-lingual Contact Centres across the EU

Privacy Through Anonymisation in Large-scale Socio-technical Systems: Multi-lingual Contact Centres across the EU

Claudia Cevenini, Enrico Denti, Andrea Omicini, Italo Cerno

Large-scale socio-technical systems (STS) inextricably interconnect individual–e.g., the right to privacy–, social–e.g., the effectiveness of organisational processes–, and technology issues—e.g., the software engineering process. As a result, the design of the complex software infrastructure involves also non-technological aspects such as the legal ones—so that, e.g., law-abidingness can be ensured since the early stages of the software engineering process.

By focussing on contact centres (CC) as relevant examples of knowledge-intensive STS, we elaborate on the articulate aspects of anonymisation: there, individual and organisational needs clash, so that only an accurate balancing between legal and technical aspects could possibly ensure the system efficiency while preserving the individual right to privacy. We discuss first the overall legal framework, then the general theme of anonymisation in CC. Finally we overview the technical process developed in the context of the BISON project.

Internet Science. 3rd International Conference on Internet Science (INSCI 2016): Openness, Collaboration and Collective Action, Ch. 25, Lecture Notes in Computer Science 9934, pages 291-305, 12-14 September 2016.
Franco Bagnoli, Anna Satsiou, Ioannis Stavrakakis, Paolo Nesi, Giovanna Pacini, Yanina Welp, Thanassis Tiropanis, Dominic DiFranzo (eds.), Springer International Publishing
@incollection{bison-insci2016,
	Author = {Cevenini, Claudia and Denti, Enrico and Omicini, Andrea and Cerno, Italo},
	Booktitle = {Internet Science. 3rd International Conference on Internet Science (INSCI 2016): Openness, Collaboration and Collective Action},
	Doi = {10.1007/978-3-319-45982-0_25},
	Editor = {Bagnoli, Franco and Satsiou, Anna and Stavrakakis, Ioannis and Nesi, Paolo and Pacini, Giovanna and Welp, Yanina and Tiropanis, Thanassis and DiFranzo, Dominic},
	Keywords = {Socio-technical systems; Contact centres; Anonymisation; Privacy},
	Isbn = {978-3-319-45981-3},
	Isbn-Online = {978-3-319-45982-0},
	Location = {Firenze, Italy},
	Month = {12-14~} # sep,
	Pages = {291--305},
	Publisher = {Springer International Publishing},
	ScopusId = {2-s2.0-84986203603},
	Series = {Lecture Notes in Computer Science},
	Title = {Privacy Through Anonymisation in Large-scale Socio-technical Systems: Multi-lingual Contact Centres across the {EU}},
	Url = {http://link.springer.com/10.1007/978-3-319-45982-0_25},
	Volume = 9934,
	WosId = {000389030700025},
	Year = 2016}