Implementation of Electronic Case
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Implementation of Electronic Case and Record Management Technology. Agenda Areas of reference Implementation research (4 types) Research question Methodology – action research The organization and the technology Legal issues Findings from the work with ECRM. Personal presentation.

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Implementation of Electronic Case and Record Management Technology

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Implementation of electronic case and record management technology

Implementation of Electronic Case

and Record Management Technology

  • Agenda

    • Areas of reference

    • Implementation research (4 types)

    • Research question

    • Methodology – action research

    • The organization and the technology

    • Legal issues

    • Findings from the work with ECRM


Personal presentation

Personal presentation

Morten Wellendorf

Department of Operations Management

Copenhagen Business School

MA (Information Technology): IT University

BA (Administration): Aalborg University

Teaching IT at Business Diploma level


Areas of reference

Areas of reference

Citizens, enterprises, organizations

e-democracy

e-communication

e-services

Politicians

Government

e-reporting

e-administration, e-government,

e-economy


Areas of reference1

Areas of reference

Practice:

E-gov projects failing.

Research:

Focus on IEE

The Iceberg Phenomenon of e-Gov Research; Scholl, 2005


Areas of reference2

Areas of reference

Public administration

Bureaucracy

NPM

Sociology

Structuration

Learning

Computer Science

Implementation

ECDH

Information systems


Areas of reference3

Areas of reference

Public administration

Agent perspective

Top-down perspective

Bureaucracy

NPM

Sociology

Structuration

Learning

Computer Science

Stage perspective

Factor perspective

Power perspective

Drift perspective

Implementation

ECDH

Information systems


Definition of implementation

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)


Stage perspective

Stage perspective

Rogers, 1995


Factor perspective

Organizational factors

Support factors

Policy faktorer

Decision to use (IT)

Environment factors

IT factors

Factor perspective

Grover (1993)


Power perspective

Power perspective

  • Power bases

    • Job position

    • Past experiences

    • Education

  • Power resources

    • Hiring / firing

    • Money

    • Time


Drift perspective

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


Arguments for research on post implementering

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


Research question

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?


Methodology

Methodology

year 1

year 2

year 3

Planning, Implementation analysis

1. project

2. project

3. project

Reporting

6 months

Identification

Planning

Execution

Reflection


Methodology1

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


The case organization and technology

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)


Legal issues

Legal issues

  • Forvaltningsloven

  • Offentlighedsloven

  • Personoplysningsloven

  • Arkivloven


Findings from using action research

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


Findings

Findings

communication

domination (power distribution)

legitimation (legal)

mediation

agency


Findings1

Findings

Communication about the use of a technology

resources change hands; visibility enhanced;

control options;destribution of autority

legislation; technological possibilities

mediation

agency, actions


Findings2

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.


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