End-User Computing (EUC)

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Lecture 11
End-User Computing (EUC) Strategy
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Objectives

• What is end-user computing?
• Approaches to end users
• The strategy organisations may adopt in the
  management of end-user computing
• The tasks that need to be performed by an
  information systems manager to support end-users.

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What is end-user computing?

• End-user-developed computer-based information
  systems for personal, departmental or
  organisation-wide use, where the end-user is a
  non-IT professional
• End-user control of which hardware and package
  applications are purchased for use in their
  department
• End-user use of existing information systems

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Problems in technology implementation

• Defining users needs easily and comprehensively
• Some user requirements are missed through
  inattention to detail or bias of the technician
• Sometimes not enough time for users to describe
  all of their needs for systems designers
• Users needs will vary according to the particular
  work a person does within each of the different
  levels of the organisation (strategic,
  operational, tactical) and their individual
  skills
• New requirements for interworking force users to
  develop new skills for using technology and for
  handling the subsequent new work relationships

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The User-Designer Communications Gap

• User Concerns
• Will the system deliver the information I need
  for my work
• How quickly can I access the data?
• How easily can I retrieve the data?
• How much clerical support will I need to enter
  data into the system?
• How will the operation of the system fit into my
  daily business schedule?

• Designer Concerns
• How much disk storage space will the master file
  consume?
• How many lines of program code will it take to
  perform this function?
• How can we cut down on CPU time when we run the
  system?
• What is the most efficient way of storing this
  piece of data?
• What database management system should we use?

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Approaches to end users

• Contemporary systems-building approaches tend to
  treat end users as essential but they play a
  largely passive role relative to other forces
  shaping the system
• A different tradition assigns users a more active
  role one that empowers them to codetermine the
  role of IS in their workplace e.g.
  Sociotechnical Design, End-User Computing

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Contemporary Role of the IS Manager

• Responsible for
• Setting the organisations IS strategy covering
  issues such as integration with business
  strategy, investment levels and whether services
  are centralised or decentralised
• Establishing IS infrastructure (networks,
  hardware and software services)
• Implementation of corporate strategy through
  developing line-of-business systems
• Ensuring that the company follows ethical or
  legal codes for health and safety and data
  protection

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Contemporary Role of End-user IS Services

• To
• Provide a help-desk service
• Achieve standardisation of software
• Ensure network efficiency
• Provide training
• Deliver services to end-users cost-effectively

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Management approach to End-User Computing

• Managements approach to EUC should be designed
  to fit in with the information systems strategy
  of the organisation. The aims will always be to
  maximise the benefits and minimise the problems.
  Two factors need to be managed
• the rate of expansion
• the level of control.
• The rate of expansion is managed by
• making hardware/software easier/difficult to
  obtain
• making information easier/difficult to obtain
• imposing/relieving the end-user departments of
  the cost of EUC

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The levels of control over EUC is managed by

• more or less restrictive standards over the
  purchase of hardware/software
• the level of requirement of mainframe use as
  compared to PC use for applications
• restrictions on access of data.
• The organisation may manage the rate of expansion
  to yield a high or low rate of growth of EUC.
  Similarly may also ensure high or low level of
  control over EUC.

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EXPANSION/CONTROL MATRIX (Curtis 1995)
EXPANSION
CONTROL
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There are four possible mixes of strategies

• Laissez-faire this is the no policy
  situation. EUC is neither encouraged nor
  controlled.
• Containment here there is a high level of
  control, EUC is channelled.
• Acceleration EUC is encouraged with very little
  control, high risks involved.
• Controlled Growth policies are put in place
  both to encourage expansion and at the same time
  controlled growth. This is a situation in which
  the roles of the end-users and the computer
  centre are clearly specified.

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End-User Services

• The main end-user services that the information
  systems manager has to provide to support EUC are
  as follows
• Provide a help-desk service this will solve
  problems that users encounter in using the
  software. This will involve troubleshooting in
  all aspects of software/hardware problem
  situations. This service should be delivered as
  quickly as possible.
• Achieve standardisation of software
  applications throughout the organisation should
  be standard to reduce the cost of purchase and to
  enable information transfer.
• Ensure network efficiency reduce network
  downtime.
• Provide training for users in application use
  and/or development.
• Deliver services to end-users cost effectively.
  minimising total cost of ownership which
  includes cost of purchase and maintenance.

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Help-desk service or Information Centre

• Information Centre (IC) is an American term for
  the help-desk or IT support. The IC provides all
  the services required for end-users to use and
  develop applications
• Many help desks are now outsourced to other
  companies. (Outsourcing is when all or part of
  the information system services of an
  organisation is sub-contracted to another
  company).

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The ranges of services typically offered are

• Help desk support for user problems.
• Assisting in software purchase, installation and
  updates.
• Provide guidance in the selection, purchase and
  installation of hardware. This will conform to
  set standards, taking advantage of discounts and
  limiting support contracts.
• Consulting with the user to determine if a
  particular application is appropriate for EUD.
• Assistance in application development.
• Management and supply of data to end-users,
  improving access to shared data.
• Training and education in particular on packages
  or development techniques.