Repositioning Electronic Information Systems in Human Service Organizations

Abstract

The electronic information systems (IS) that have been implemented in human service organizations have been heavily criticized, in particular that they have undermined frontline service delivery. Attention has turned to how they might be better designed for the future but understanding why IS have not performed as intended remains important to avoid past mistakes. Drawing from research that aims to improve future designs of IS, the reasons why positioning IS as a panacea for organizations is problematic are explored in relation to the tasks IS can be realistically expected to support within a human services organization.

• electronic information systems
• human services organizations
• joint cognitive systems

ACKNOWLEDGMENTS

The author would like to acknowledge the financial support for the research provided by the Australian Research Council, through the provision of a Discovery Early Career Research Award. The author would also like to thank all the staff in the following agencies for their support and co-operation in the project: Mercy Community Services, Synapse, Endeavour Foundation and Spiral.