1. Implementation of Electronic Case and Record Management Technology Agenda 1.Areas of reference 2.Implementation research (4 types) 3.Research question 4.Methodology – action research 5.The organization and the technology 6.Legal issues 7.Findings from the work with ECRM

2. 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. 3 Areas of reference Citizens, enterprises, organizations PoliticiansGovernment e-servicese-democracy e-communication e-reportinge-administration, e-government, e-economy

4. 4 Areas of reference The Iceberg Phenomenon of e-Gov Research; Scholl, 2005 Practice: E-gov projects failing. Research: Focus on IEE

5. 5 Areas of reference Public administration Sociology Computer Science Implementation ECDH Bureaucracy NPM Structuration Learning Information systems

6. 6 Areas of reference Public administration Sociology Computer Science Implementation ECDH Bureaucracy NPM Structuration Learning Information systems Agent perspective Top-down perspective Stage perspective Factor perspective Power perspective Drift perspective

7. 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. 8 Stage perspective Rogers, 1995

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

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

11. 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. 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. 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. 14 Methodology Planning, Implementation analysis 1. project2. project3. projectReporting year 1year 2year 3 IdentificationPlanningExecutionReflection 6 months

15. 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. 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. 17 Legal issues –Forvaltningsloven –Offentlighedsloven –Personoplysningsloven –Arkivloven

18. 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. 19 Findings communication mediation agency domination (power distribution) legitimation (legal)

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

21. 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.