Information systems failures—a survey and classification of the empirical literature
Oxford Surveys in Information Technology
Why information systems fail: a case study approach
Why information systems fail: a case study approach
Perceived importance of information system success factors: a meta analysis of group differences
Information and Management
Evaluating business information systems fit: from concept to practical application
European Journal of Information Systems
Power, politics, and MIS implementation
Communications of the ACM
The measurement of user information satisfaction
Communications of the ACM
A comedy of errors: the London Ambulance Service case study
IWSSD '96 Proceedings of the 8th International Workshop on Software Specification and Design
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
International Journal of Information Management: The Journal for Information Professionals
Extending Problem Frames to deal with stakeholder problems: An Agent- and Goal-Oriented Approach
Proceedings of the 2009 ACM symposium on Applied Computing
Proceedings of the special interest group on management information system's 47th annual conference on Computer personnel research
Manual Collaboration Systems: Decision Support or Support for Situated Choices
Proceedings of the 2008 conference on Collaborative Decision Making: Perspectives and Challenges
Effects of information technology failures on the market value of firms
The Journal of Strategic Information Systems
Knowledge Management in Locating the Patient in an Emergency Medical Service in Italy
Computer Supported Cooperative Work
Information Systems implementation failure: Insights from prism
International Journal of Information Management: The Journal for Information Professionals
Hi-index | 0.01 |
The implementation of the Computer-Aided Despatch system at the London Ambulance Service has been one of the most notorious cases of failure within the information systems (IS) literature. What is less well known is that there followed, some time later, a much more successful implementation, described as a turnaround. This paper, based on a case study approach, describes the context and detail of that implementation. A framework from the literature, used in an analysis of the initial failure, is used to analyse and compare the similarities and differences in the development of the two systems. The framework provides four interacting elements and relationships for analysis. These elements are Supporters, Project Organisation, Information System, and the Environment in which they operate. The turnaround system was found to address directly almost all the issues identified as problematic in the failure. These included the approach taken by management to understand the needs of users, including issues unrelated to the system itself, their involvement in the development process, an improvement in the availability of resources (brought about in some part because of the previous failure), the ability to follow a relaxed timeline driven by users' acceptance levels, the preparation of infrastructure projects to develop confidence, participation and prototyping, thorough testing, phased and simple implementation, and trust building. Certain environmental factors could not be so directly addressed but nevertheless were overcome by attention to detail and internal needs. Conclusions indicate that the factors addressed are not new and are to be found in the success literature. What is unusual is that they were implemented in this case in such unlikely circumstances.