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ICT-driven innovations affect all sectors of economy and society where trends like adaptability, remote workforce, augmented reality/virtual reality, internet of things, smart machines and artificial intelligence run the core of digital transformation of every aspect of a business. This article introduces the measurement instrument that was created and validated with intention of questioning certain aspects of digital economy from the user point of view. The validation of the proposed measurement instrument was conducted by applying factor analysis (Principal component analysis - PCA) which revealed critical factors affecting certain aspects of digital economy: e-commerce, e-banking, e-work (telework) and e-employment. Measurement instruments were tested on 197 respondents from two Croatian counties. To maximise the benefits that can be derived from digital transformation it is essential to overcome all barriers and force employment of opened opportunities. Business alignment with IT remains a challenge; therefore, presented results are valuable input in the discussed domain.

The impact of General Data Protection Regulation (GDPR) is profound on higher education institutions (HEI). HEIs become more accountable for the data they possess regarding their research activities, project activities, most notably teaching activities. As well, they ought to provide detailed databases of what sensitive data remains, as well as documents detailing whether it was stored, how it was obtained, who has access to it, and whether it should be deleted or anonymized. Information about students are generated in different ways: when designing different projects, seminars, essays, exams, but also when using e-learning systems. This article present research findings on students' preferred activities and their perceptions of privacy in the online learning system. The students were encouraged to use different activities within the e-learning system and to evaluate what they liked best with regard to the different types of tasks they were supposed to do. Furthermore, students were asked to evaluate their concerns about their privacy when using certain activities within e-learning platform. Extensive discrepancies in the individual learning trajectories demonstrate that there is no such thing as a one-size-fits-all solution in education. Adaptive online learning environment is continuously adapted to accommodate differences between learners in order to address this challenge. Presented results will enable better understanding of student preferences and thus help all participants in the teaching process to address online activities that will help students to achieve the best possible knowledge and skills.

In 2015 the programme entitled “e-Schools: A comprehensive informatization of school operation and teaching processes with the aim of creating digitally mature schools for the 21st century” started in Croatia. The results of the pilot project e-Schools include a Digital Competence Framework for School Employees: Teachers, Principals and Administrative Staff, and based on this, the Curriculum for the Enhancement of Digital Competences of School Employees: Teachers, Principals and Administrative Staff. In the paper, the methodology of transforming the Digital Competence Framework to Curricula is described: from digital competencies expected from school staff, through learning outcomes (units) to the modules and implementation/instruction units to be used as the base for educating school staff and helping them to achieve and/or improve their own digital competencies.

This paper investigates the usage of Internet and e services by citizens in Croatia. The focus of research is to resolve, if any significant difference in use of e-services and the Internet for private purposes exists between: 1) the general population of citizens (representative sample of 2 county HRs) and 2) citizens who are employed and who are using e- services and the Internet for business purposes. The first sample includes adults from two north-west counties in Croatia (N=427), and the second one includes employees in Croatian small, middle-sized and large companies (N=436). Survey results showed significant differences in using Internet and e services for almost all activities that have been in focus of this research: information search, education, communication, social networking, entertainment, financial activities, commercial activities and participation in civil activities (petitions, discussions). Non- significant differences were found only for participating in political activities.

The contact center is the center of communication between users and service providers through which companies strive to provide support and retain or increase the customer's satisfaction in working with the service. Today companies that provide support through contact centers add more and more independent channels including email, chat, SMS, social networks and other, without paying attention to the needs of customers nor to the potential that a particular channel delivers. In context of the contact center, omnichannel approach rises as an idea of creating the seamless and integrated environment for modern customer experience (CX) through integrated channels, which allows agents to work on a better interface and to use a richer set of customer and service data. This paper discusses the nature of applying the omnichannel approach to contact centers. To be more precise, focus of paper is on presenting the need for an omnichannel approach in today's contact centers, analyzing literature and defining opportunities and challenges of applying omnichannel approach to contact centers.

Analysis of data on individuals and business sensitive data as well as revealing the results of such analysis without disclosing confidential and sensitive information is a very important issue. Many techniques for preserving privacy of data are currently being used. In this paper, we addressed the basic techniques: randomization, kanonymity, distributed privacy preserving and application effectiveness downgrading. Most of the techniques should be applied in the phase of data collection or their preprocessing, which can lead to different results (better or worse) of data mining than would be obtained on original data. For this reason, data analysts should be encouraged to quantify the ratio between privacy preserved in data with application of each technique and the loss of data or quality of outputs. In this paper, we illustrated the application of certain techniques for preserving privacy on experimental dataset, and we showed the effects that their use has on the results.