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Abstract
The theory of design–reality gaps is an extant framework to explain failure of information systems in developing nations. This paper problematizes the nature of failure, with a particular focus on situations in which well-implemented systems, apparently corresponding to users’ views of reality, still fail to meet the expectations of their key stakeholders. To extend existing theory on this phenomenon, I advance a diagnostic model to identify the root causes of design–reality gaps. The model is illustrated through a case study of the Ration Card Management System in Kerala, South India: by capturing the causal chains underlying design–reality gaps, the model sets to trace the origins of failure, and the processes through which it is ultimately determined. The model I propose is both explanatory and normative, as it elicits causes of failure and serves as a basis to combat them.
Disclosure statement
No potential conflict of interest was reported by the author.
Notes on contributor
Silvia Masiero is a teaching fellow in the Department of Management, London School of Economics and Political Science (LSE). She holds a PhD Information Systems from LSE, and her core research focus is on the use of information and communication technologies (ICTs) in the design and implementation of anti-poverty programs. Her doctoral thesis as well as her early post-doctoral work focus on the role of digital technologies in reconstructing accountability mechanisms in the Indian Public Distribution System (PDS), the biggest food security net in India. Underpinning Silvia's research is a focus on capability enhancement through ICTs, and on the use of digital technologies in the development and reinforcement of accountability structures.