End-User Training and Computing Effectiveness in Public Agencies: An Empirical Study

Abstract

This study reports on the effectiveness of end-user computing (euc) following an end-user training program in a public agency. An end-user training model based on research in euc, information centers, and end-user training, was used as part of the euc program. Over a two-year horizon, more than one hundred employees participated in the training program. As a result, approximately 90 application systems were developed with some 40 currently under development. Effectiveness measures resulting from an evaluation by end users and supervisors indicated that the training program and euc strategy were effective. A 24 percent increase in productivity, a savings of approximately 7.6 hours per week, and a high degree of satisfaction resulted from the euc program.

Key Words and Phrases:

• end-user computing
• information centers
• effectiveness of MIS
• training
• management of information systems

Additional information

Notes on contributors

Timothy Paul Cronan

Timotiiy Paul Cronan is Professor for Computing Machinery, and The Institute of Management Science. He was elected President of the Decision Sciences Institute, Southwest Region, in 1988. His research interests include end-user computing, user development, maintenance, and measures of effectiveness. He has published in Decision Sciences, Data Base Journal of Computer Information Systems, EDP Auditors Journal, Journal of Research on Computing in Education, Journal of Financial Research, Financial Review, as well in the proceedings of various conferences and other journals.

David E. Douglas

David E. Douglas is Professor and Department Head of Computer Information Systems and Quantitative Analysis at the University of Arkansas, Fayetteville. His research interests include Mis, systems analysis, and computerized decision making. He is a member of the Decision Sciences Institute and the American Association of Quality Control and was listed in Outstanding Educators of America. He received his Ph.D. from the University of Arkansas. He has published in Journal of Computer Information Systems, Industrial Engineering Journal, and others, as well as in proceedings of conferences.