Systems continuance and discontinuance
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Transcript of Systems continuance and discontinuance
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Systems Continuance and Discontinuance: the case of the Hellenic Ministry of Interior and Administrative Reconstruction
Antonios Stasis,
Eleni Chaniotaki,
Dimitrios Papadimitropoulos
Hellenic Ministry of Interior and Administrative Reconstruction, Directorate General of Finance and Administrative Services/ Directorate of Procurement, Infrastructure & Material Management, Vassilisis Sofias 15, 10674, Athens, Greece
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Contents
Theoretical Background: The concept of Information Systems Continuance and Discontinuance
The context
The initiation of the project
Implementing the project
Post implementation period
Organization restructure and government change: System use decline
Conclusions
Limitations and future research
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
The concept of Information Systems Continuance and Discontinuance
IS Continuance: o behavioral patterns reflecting continuous usage of an Information System
o behavior that refer to the period past to the adoption of a system
o can be investigated either from an individual or at an organizational point of view
o Is connected with the 3 latter phases of development (acceptance, routinization and infusion)
IS Discontinuance: o the cessation of the use of an organizational information system
o can be viewed as a milestone following the stages of IS adoption and continuity
o factors that affect system discontinuity: system performance shortcomings, organizational initiative aiming at altering how and where an organization operates and environmental change
o forces causing discontinuance inertia: system investment, system embeddedness in organizational activity and institutional pressures (i.e. the tendency of organizations to copy the actions of those perceived as having high levels of legitimacy)
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Contents
Theoretical Background: The concept of Information Systems Continuance and Discontinuance
The context
The initiation of the project
Implementing the project
Post implementation period
Organization restructure and government change: System use decline
Conclusions
Limitations and future research
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
The context Bureaucratic organization model of the Greek state
Document-centric model: documents need to be signed consecutively in order to be valid
Based on ‘decisions’: acts (documents) signed by all members of hierarchy, signifying common
decision on an issue
Traditionally ‘decisions’ were printed and stored physically
Slow pace of documents circulation
Inconvenient filing and indexing system
Inadequacy to follow the European Interoperability Strategy
E-Gov Law (3979/2011) enacted in 2011 allowed Public Agencies to issue and circulate e-
documents
Regulation of eIDAS (regulation No 910/2014 ) about e-signatures, e-stamps and e-delivery acted
as a facilitator
Clarity project obliged issuers to upload their ‘decisions’ in a public portal (www.diavgeia.gov.gr)
Presidential Decree 25/2014 regulated filing issues of e-docs
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Contents
Theoretical Background: The concept of Information Systems Continuance and Discontinuance
The context
The initiation of the project
Implementing the project
Post implementation period
Organization restructure and government change: System use decline
Conclusions
Limitations and future research
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
The initiation of the project (1/2)
When?
Who?
What?
• Summer of 2012
• Deputy Minister of Administrative Support and E-Governance
• Internal processes for issuing public documents based only on electronic means without any major IT investments
Main benefits: 1. Speeding up of circulation of documents and reduce time needed for the
completion of processes 2. Cost saving in terms of paper and printing consumables Main challenges: 1. Definition of new internal processes and workflows 2. Integrity and non-repudiation of draft documents 3. Versioning of the draft documents 4. Filing of different versions of the document 5. Access of the employees to the different types of documents
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
The initiation of the project (2/2)
Public agencies needed to obtain digital certificates to digitally sign documents (ensuring their integrity and non-repudiation)
The Directorate General of Administrative Support started discussing with the other Directorate Generals about the definition of their internal procedures
Results of this discussion documented in the internal regulation of the Ministry
Plan for this transition to e-documents: Rollout of e-distribution of documents within the Ministry on the 16th of September 2012
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Contents
Theoretical Background: The concept of Information Systems Continuance and Discontinuance
The context
The initiation of the project
Implementing the project
Post implementation period
Organization restructure and government change: System use decline
Conclusions
Limitations and future research
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Implementing the project (1/3)
A very challenging project due to:
All public agencies were used to a different way of work (handwritten signatures, filing folders and cabinets, indexing books)
Bureaucracy of the Greek Public Administration, where all processes include official documents that need to be signed consecutively by more than one person in the hierarchy
The strict deadline imposed by the Deputy Minister did not allow for such a carefully designed Process Reengineering plan
Solution: Two alternative ways of exchanging and filing documents
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Implementing the project (2/3)
1st alternative
Use of Document Management System to exchange and file documents
The Ministry already possessed such a system but had never put it into operation
The System was being used only as a metadata registry
Main advantage: Versioning and tracking facilities
Main drawback: It was based on a client-server technology and required a lot of support for every client
Needed a web-based version to be easily adopted by users
Its upgrade to the web-based version would cause a delay or several months
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Implementing the project (3/3)
2nd alternative
E-mail service for exchanging documents and file server for filing them
Main advantages:
o No training of staff required
o Based on existing infrastructures
Main drawbacks:
o Lack of versioning and tracking facilities
o More storage space required
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
1st rollout phase
Extensive need of user support
Large spectrum of issues for support
Change management: the most demanding challenge
Most staff members reluctant to change their daily work routine
Full commitment of the IT Dept. needed
Strong support of Deputy Minister reduced the impact of personnel reactions
IT Directorate collected different types of documents and processes in order to propose process changes
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
2nd rollout phase
Web-based version of the system ready to use and all employees created as users
Training program scheduled by IT Directorate
Difficulties had started to arouse caused by the use of e-mail as an exchange method
Minister signed a circular imposing the use of the Document Management System on October 1 , 2013
The circular also regulated some secondary issues of e-documents
Auto-reply messages from central nodes in the ministry to inform senders about the obligation to send documents through the Document Management System
Change of certain processes was taken over
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Process Change
Certainly a big opportunity was given to simplify processes
3 main types of changed processes:
1. Processes redesigned by the IT Directorate but their proposed model was then discussed with the operating unit in charge, thus coming to a commonly accepted solution
2. Common processes throughout the Ministry exclusively redesigned by the IT Directorate, abolishing steps and documents that now became obsolete due to the DMS
3. Processes that were automated by means of interoperability with other Information Systems
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Contents
Theoretical Background: The concept of Information Systems Continuance and Discontinuance
The context
The initiation of the project
Implementing the project
Post implementation period
Organization restructure and government change: System use decline
Conclusions
Limitations and future research
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Post-implementation period
2-day training sessions to all users
Plans for building interoperability with other systems
Examining similar systems operating in other European countries
System use increased during 1st year due to:
o Top management support
o CEO-CIO proximity, i.e. the cooperation between the General Director and the IT Director
o Skilled IT staff
o Redesign of existing processes
o User feedback and user-led activities
o Influential lead users
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Contents
Theoretical Background: The concept of Information Systems Continuance and Discontinuance
The context
The initiation of the project
Implementing the project
Post implementation period
Organization restructure and government change: System use decline
Conclusions
Limitations and future research
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Organization restructure and government change: System use decline (1/2)
Shrinkage of organization chart of the Ministry by 60%.
Change of the people in charge of the project
More duties assigned to participants in the project
Staff reduction
Change of Top-Management
Different vision and priorities of the top management
Change of strategic plan
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Organization restructure and government change: System use decline (2/2)
Results:
o System use decline by 16% due to:
• System performance shortcomings as a result of the failure to continue the project and enhance the system’s functionality.
• Change in the Ministry’s strategic plans
• The replacement of key executives
• Changes in the Ministry’s organizational structure
• Users started discovering workarounds to standard operating procedures
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ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Contents
Theoretical Background: The concept of Information Systems Continuance and Discontinuance
The context
The initiation of the project
Implementing the project
Post implementation period
Organization restructure and government change: System use decline
Conclusions
Limitations and future research
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Conclusions
IS projects heavily dependent on context
Factors derived from literature detected in current case study
Top-management support, CEO-CIO proximity and skilled IT staff can have impact on system continuity
Replacement of key executives and organizational change can have impact on system discontinuity
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Contents
Theoretical Background: The concept of Information Systems Continuance and Discontinuance
The context
The initiation of the project
Implementing the project
Post implementation period
Organization restructure and government change: System use decline
Conclusions
Limitations and future research
ΕΛΛΗΝΙΚΗ ΔΗΜΟΚΡΑΤΙΑ Υπουργείο Διοικητικής Μεταρρύθμισης και Ηλεκτρονικής Διακυβέρνησης
Limitations and future research
Paper deals with concepts (System Continuance and Discontinuance) at an abstract level
Mere focus on description of facts
A research model needs to be formed and validated
Empirical data need to be collected from users or executive staff
Declining trend of system use obvious, but their causes remain unknown
Distinction between individual and organizational factors needed