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Emergence and Constraints of Enterprise Platform Silos for Online Interactions: A Case Study from Ghana Before and During Covid-19

The purpose of this study is to understand the emergence and constraints of enterprise platform silos for online interactions at the organizational level. Information systems (IS) research has focused more on external platforms without silos. As a result, not much is known about internal platforms and silos at the organizational level and how they constrain online interactions, especially in the developing economic context of Africa. This study follows an interpretive, qualitative case study methodology and the encounter-episode process model to investigate the case of using enterprise platform silos in an organization in Ghana, before and during Covid-19. The findings show how failure to modernize the installed-based platforms, integrate platform portfolios, use enterprise architecture, and build internal competence for platform integration leads to silos. Identified constraints include challenges with information sharing and transfer between platforms, manual intervention with delays and errors, and multiple sign-ins with different password formats per user.