Organizational Integration in Supply Chains

1
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

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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

3
Areas of reference
Citizens, enterprises, organizations
e-services
e-democracy e-communication
Politicians
Government
e-reporting
e-administration, e-government, e-economy
4
Areas of reference
Practice E-gov projects failing. Research Focus
on IEE
The Iceberg Phenomenon of e-Gov Research Scholl,
2005
5
Areas of reference
Public administration
Bureaucracy NPM
Sociology
Structuration Learning
Computer Science
Implementation ECDH
Information systems
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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
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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
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

12
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

13
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
year 1
year 2
year 3
Planning, Implementation analysis
1. project
2. project
3. project
Reporting
6 months
Identification
Planning
Execution
Reflection
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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
domination (power distribution)
legitimation (legal)
mediation
agency
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Findings
Communication about the use of a technology
resources change hands visibility enhanced
control options destribution of autority
legislation technological possibilities
mediation
agency, actions
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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.