Implementation of Electronic Case and Record Management Technology
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Implementation of Electronic Case and Record Management Technology
Agenda1. Areas of reference2. Implementation research (4 types)3. Research question4. Methodology – action research5. The organization and the technology6. Legal issues7. Findings from the work with ECRM
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Personal presentation
Morten WellendorfDepartment of Operations ManagementCopenhagen Business School
MA (Information Technology): IT University BA (Administration): Aalborg University Teaching IT at Business Diploma level
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Areas of reference
Citizens, enterprises,
organizations
Politicians Government
e-servicese-democracye-communication
e-reporting e-administration, e-government,
e-economy
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Areas of reference
The Iceberg Phenomenon of e-Gov Research; Scholl, 2005
Practice:
E-gov projects failing.
Research:
Focus on IEE
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Areas of reference
Public administration
Sociology
Computer ScienceImplementation
ECDH
Bureaucracy
NPM
Structuration
Learning
Information systems
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Areas of reference
Public administration
Sociology
Computer ScienceImplementation
ECDH
Bureaucracy
NPM
Structuration
Learning
Information systems
Agent perspective
Top-down perspective
Stage perspective
Factor perspective
Power perspective
Drift perspective
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Definition of implementation
“an organizational effort
to diffuse an appropriate
information technology
within a user community”
(Kwon & Zmud, 1987)
Definiton of diffusion:
“The process by which an innovation is communicated
through certain channels over time among the members
of a social system” (Rogers, 1995)
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Stage perspective
Rogers, 1995
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Factor perspective
Organizational factors
Policy faktorer
IT factors
Decision to use (IT)
Environment factors
Support factors
Grover (1993)
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Power perspective
– Power bases– Job position– Past experiences– Education
– Power resources– Hiring / firing– Money– Time
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Drift perspective
– Implementation can not be controlled– Technology is used different ways in an organization– Technology is used in other ways than intended
– Reinvention
– Meeting between human and technology and they are shaping each other
– Continually changing use of technology
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Arguments for research on post implementering
– Implementation never ends– Focus now on project management– Not on actual use of technology
– Knowledge of changing practices within government– How is case handling changed by the use of technology
– Investigating the need for continual work with technology
– Provide reasons for a supposed performance gab in the public administration
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Research question
– Question for the post implementation work with technology in the public government
– Assumptions– Employees receive instrumental training– Employees only have limited ideas of the use of the technology
– Question– How can work processes be changed within
post implementation or daily use of e-government technologies?
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Methodology
Planning, Implementation analysis
1. project 2. project 3. project Reporting
year 1 year 2 year 3
Identification Planning Execution Reflection
6 months
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Methodology
– Action Research– Organizational analysis
• Interviews (10)• Document review
– 3 action research projects each containing• Interviews (4-6)• 2 workshops (as is – to be)• Meetings and program development• Evaluation (interviews 3-5)• Sharing the experiences
– Two years of observation and actions
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The case organization and technology
– Organization – County level– App. 800 users of the technology
– The use of EDH – Research focus on ECDH (almost not existent)
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Legal issues
– Forvaltningsloven
– Offentlighedsloven
– Personoplysningsloven
– Arkivloven
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Findings from using action research
– Practical results– Changes of workflow within two projects– No changes made in the last project
– Difficult to change workflow without support
– Technology is used differently within the organization
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Findings
communication
mediation
agency
domination (power distribution)
legitimation (legal)
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Findings
Communication about the use of a technology
mediation
agency, actions
resources change hands; visibility enhanced; control options; destribution of autority
legislation; technological possibilities
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Findings
– Summing up– Employees does not have knowledge about how to relate
technology to their case handling and do not know where to get it.
– Implementation of technology in the public sector need to address the questions of post implementation
– When post implementation is addressed a number of barriers occur.