Implementation of Electronic Case and Record Management Technology Agenda 1.Areas of reference 2.Implementation research (4 types) 3.Research question.

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.