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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.

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Implementation of Electronic Case and Record Management Technology

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  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

  2. 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-democracy e-communication e-services 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

  6. 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

  7. 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)

  8. Stage perspective Rogers, 1995

  9. Organizational factors Support factors Policy faktorer Decision to use (IT) Environment factors IT factors Factor perspective Grover (1993)

  10. Power perspective • Power bases • Job position • Past experiences • Education • Power resources • Hiring / firing • Money • Time

  11. 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?

  14. Methodology year 1 year 2 year 3 Planning, Implementation analysis 1. project 2. project 3. project Reporting 6 months Identification Planning Execution Reflection

  15. 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

  16. 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)

  17. Legal issues • Forvaltningsloven • Offentlighedsloven • Personoplysningsloven • Arkivloven

  18. 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

  19. Findings communication domination (power distribution) legitimation (legal) mediation agency

  20. Findings Communication about the use of a technology resources change hands; visibility enhanced; control options;destribution of autority legislation; technological possibilities mediation agency, actions

  21. 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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