Infrastructure Gaps and Data Analysis Challenges in Business Intelligence Systems: Evidence from Telecommunications Organisations

Abstract

Business Intelligence (BI) systems have become essential for telecommunications organisations. However, effectiveness is frequently undermined by infrastructure gaps hindering comprehensive data analysis. This paper examines technical, organisational, and process-related challenges constraining BI effectiveness. Drawing on empirical evidence and grounded in Task-Technology Fit theory, the research identifies critical gaps including system fragmentation, manual processing, poor data quality, skill deficiencies, weak governance, and limited executive engagement. Despite substantial investments in platforms such as Power BI and SQL systems, organisations struggle with disconnected data sources and misalignment between capabilities and needs. The study provides detailed recommendations for addressing gaps through enhanced integration, automated pipelines, comprehensive quality management, structured training, robust governance, and strengthened executive leadership.