Gig Work Business Process Improvement

Abstract

We collaborate with a gig work platform company (GPC) in Switzerland. The project aims to improve the business by influencing process management within the GPC, providing automated matching of jobs to workers, improving worker acquisition and worker commitment, and particularly focusing on the prevention of no shows. One expects to achieve financial, organizational and efficiency gains. As research tools we use a combination of text mining and sentiment analysis, Business Process Modeling and Notation (BPMN), interviews with workers and employers, and the design of sociotechnical improvements to the process, including platform improvements and prototypes. Here, we focus on the successful combination of BPMN modelling with sentiment analysis in the identification of problems and generation of ideas for future modifications to the business processes.