Electronic Information Systems and Human Service Organizations: The Unanticipated Consequences of Organizational Change

Abstract

The implementation of electronic information systems (IS) in human service organizations (HSO) has been a strong driver of organizational change. Evaluations of IS have, however, revealed that many of the changes they initiate are unanticipated and might undermine service delivery. Using data from an ethnographic study of the implementation and use of IS in HSOs, examples of how such changes might occur and their outcomes are explored and reflected upon. The aim is to provide insights into the dynamics between the implementation of IS in HSOs and organizational change, in order to avoid unanticipated and adverse consequences.