Sociotechnical Systems Perspective Research Articles

Applying Socio-technical Thinking in the Competitive, Agile, Lean, Data-Driven World of Knowledge Work and Smart, Service-Oriented, Customer-Centric Value Creation Ecosystems

This article responds to a need for a socio-technical systems (STS) perspective that fits in a world that has changed greatly over the decades since the socio-technical movement began. This article identifies conditions and paradoxes that limit traditional STS approaches in current business practice. A newer work system perspective (WSP) combines aspects of work system theory (WST), WST extensions, and the work system method (WSM). This WSP frames socio-technical thinking in a straightforward way that helps in describing and discussing socio-technical systems. It also provides many ideas that can help in negotiating and designing improvements. After summarizing WSP and some of its possible applications to work systems, this article uses the various topics in its title to indicate how WSP-based socio-technical thinking might be more suitable for today’s world.

Agent-Based Modeling of a Thermal Energy Transition in the Built Environment

To reduce greenhouse gas emissions to 80% below 1990 levels by 2050, an energy transition is taking place in the European Union. Achieving these targets requires changes in the heating and cooling sector (H&C). Designing and implementing this energy transition is not trivial, as technology, actors, and institutions interact in complex ways. We provide an illustrative example of the development and use of an agent-based model (ABM) for thermal energy transitions in the built environment, from the perspective of sociotechnical systems (STS) and complex adaptive systems (CAS). In our illustrative example, we studied the transition of a simplified residential neighborhood to heating without natural gas. We used the ABM to explore socioeconomic conditions that could support the neighborhoods’ transition over 20 years while meeting the neighborhoods’ heat demand. Our illustrative example showed that through the use of STS, CAS, and an ABM, we can account for technology, actors, institutions, and their interactions while designing for thermal energy transitions in the built environment.

A sociotechnical system approach to virtual citizen science: an application of BS ISO 27500:2016

We discuss the potential application to virtual citizen science of a recent standard (BS ISO 27500:2016 “The human-centred organisation”) which encourages the adoption of a sociotechnical systems perspective across a wide range of businesses, organizations and ventures. Key tenets of the standard concern taking a total systems approach, capitalizing on individual differences as a strength, making usability and accessibility strategic objectives, valuing personnel and paying attention to ethical and values-led elements of the project in terms of being open and trustworthy, social responsibility and health and wellbeing. Drawing upon our experience of projects in our laboratory and the wider literature, we outline the principles identified in the standard and offer citizen science themed interpretations and examples of possible responses.

Logistics service provider selection for disaster preparation: a socio-technical systems perspective

Since 1990s, the world has seen a lot of advances in providing humanitarian aid through sophisticated logistics operations. The current consensus seems to be that humanitarian relief organizations (HROs) can improve their relief operations by collaborating with logistics service providers (CLSPs) in the commercial sector. The question remains: how can HROs select the most appropriate CLSP for disaster preparation? Despite its practical significance, no explicit effort has been done to identify the criteria/factors in prioritizing and selecting a CLSP for disaster relief. The present study aims to address this gap by consolidating the list of criteria from a socio-technical systems (STS) perspective. Then, to handle the interdependence among the criteria derived from the STS, we develop a hybrid multi-criteria decision making model for CLSP selection in the disaster preparedness stage. The proposed model is then evaluated by a real-life case study, providing insights into the decision-makers in both HROs and CLSPs.

Exploring multiple working arrangements in Norwegian engineering, procurement, and construction industry from a middle manager and supervisor perspective: A sociotechnical system perspective

With a scarcity of research on multiple working arrangements, the aim of the paper is to contribute empirical data from a Norwegian engineering, procurement, and construction enterprise that shed light on the challenges and benefits of a 14–21 working arrangement in itself and in relation to other working arrangements. We combine a sociotechnical system perspective with systematic content analysis using QSR NVivo, which reveals organizational complexity comprised of indirect, direct, positive, negative, and mutual interplays between various aspects of the enterprise, including processes and outcomes. We find that the 14–21 working arrangement, in combination with other factors of the work system, sets the premises for work processes and outcome factors that are both beneficial and challenging to individuals and the organization. We also find that work process factors, such as work and information flow as well as follow-up and facilitation, depend on the presence of, and dynamic coordination and communication among, individuals across the organization. This in turn requires a support network, work groups, and supervisors to be on the same working arrangement.

Visualising safety: The potential for using sociotechnical systems models in prospective safety assessment and design

There is growing emphasis within safety science and Human Factors/Ergonomics on the benefits of applying a sociotechnical systems perspective in order to influence design and thereby improve safety in everyday operations. This article examines how viewing work as a sociotechnical system – using visual models and representations – helps in understanding how work is performed and how it contributes to safe operations. A series of five models, developed using methods from Activity Theory, Cybernetics, Cognitive Systems Engineering and Resilience Engineering, are used to illustrate the work of maritime pilots and Vessel Traffic Services operators. Each model is examined using a modelling framework for prospective safety assessment, with the conclusion that it is how the models are applied, rather than their underlying methodologies, which determines their usefulness in this context. Different models highlight different aspects of work and facilitate discussion of safety, for example in a participatory design process, and we discuss criteria to guide their use and evaluation.

Understanding Why Railroad Yard Crews Run Through Misaligned Switches Through the Lens of Sociotechnical Systems

We conducted a study to examine the factors that contribute to run through switches (RTS) in passenger rail yard operations. RTS occur when a train runs through a misaligned switch. It can result in damage to the switch that, if not detected and repaired, can increase the risk of derailment of a subsequent train coming in the opposite direction. The study was conducted at one passenger railroad and included interviews and focus groups with employees at different levels in the organization, as well as observations of yard operations. A sociotechnical systems perspective was used to identify physical infrastructure, individual, team and organizational contributors to RTS. This included performing a Systems Theoretic Process Analysis (STPA) to identify how interacting factors can lead to RTS. This paper provides a summary of the main results. It illustrates the value of adopting a sociotechnical lens when investigating safety incidents that involve human performance.

To climb or not to climb? Investigating energy use behaviour among Solar Home System adopters through energy ladder and social practice lens

Solar Home Systems (SHSs) and other off-grid solutions have shown promise in addressing the energy access gap for those with no or unreliable grid services. With that promise comes the expectation to boost socio-economic well-being of newly-connected households, who will continue climbing up the energy ladder. Despite the growing appreciation for the need to go beyond the techno-economics of energy access, and the recognition of the value of socio-technical systems perspective, the wider sociology of energy consumption and behaviour among adopters of off-grid solar solutions has been poorly explored. In this paper, we apply the Social Practice Theory (SPT) and the energy and solar energy ladder framework to analyse energy consumption and the changing social practices of SHSs users in Rwanda. We find that social practices change dynamically and depend on available appliances, whereas energy consumption follows a complex path but does not increase in a linear manner with time or more appliances. Insights can prove useful for public and private agencies working on off-grid electrification, offering a new perspective on the energy and solar energy ladder concepts while also showing the importance of social aspects of energy access even at relatively low levels of provision currently offered by SHSs.

Tower crane safety on construction sites: A complex sociotechnical system perspective

Tower crane is the lifeline of the construction industry, but tower crane accidents are still too frequent. Despite the significant progress in tower crane safety research, system thinking-based approaches are lacking. The aim of this paper is to analyze tower crane safety from a complex sociotechnical system perspective through implementing both qualitative and quantitative analysis methods. Characteristics of five tower crane safety system components are summarized with a new framework comprised of five system-based levels based on Rasmussen’s risk management theory. Fifty-six contributing factors of tower crane safety were identified. The AcciMap technique was applied to qualitatively build a generic model for tower crane safety, which comprehensively presents the systems levels and casual paths of the contributing factors. A survey was conducted to quantitatively research the tower crane safety system. Nine main dimensions and 25 critical factors were found pertaining to the tower crane safety system. These results provide a new lens for tower crane safety and contribute new systems thinking applications in tower crane safety management.

Applying social network analysis to the examination of interruptions in healthcare

Examinations of interruptions in healthcare often focus on a single clinical discipline, and solutions are targeted accordingly. This approach does not take into account the inter-disciplinary dependencies and other sociotechnical aspects that make up the healthcare work system, and suggested solutions may not meet the needs of all stakeholders. In this article a sociotechnical systems perspective is used to uncover the interdependencies between 16 unique work roles that result in interruptions in an intensive care unit (ICU). By applying social network analysis techniques to data collected using the Dual Perspectives Method, we identified targeted systems-based interventions that may reduce unnecessary interruptions while avoiding unintended consequences that impose additional burden on ICU staff. The rich insights gained into the interruptive communication patterns in the ICU work system stand in contrast to findings that would have otherwise been obtained by focusing only on a single clinical discipline or a single perspective.

What’s the law got to do with it? Legislation regarding in-vehicle technology use and its impact on driver distraction

Legislation in the road transport domain aims to control safety on the roads. Despite this, a critical issue affecting road safety is that of driver distraction. Although poorly defined, distraction is a significant road safety issue which, in part, is caused by the prevalence of technology within vehicles. Legislation surrounding the use of in-vehicle technologies are explored in this paper from a socio-technical system perspective. This reveals the wider context of the road transport system operating under the current laws using an Accimap analysis. A distinction in the law between the use of hand-held mobile phones, a device that is typically banned for use by drivers worldwide, and the use of other technological devices that are covered by more general laws against ‘careless’ and/or ‘dangerous’ driving was found. Historically, individual drivers’ have been blamed for distraction, whereas the systems approach shows how current legislation may have created the conditions necessary for driver distraction.

How attachment influences users’ willingness to donate to content creators in social media: A socio-technical systems perspective

As a relatively new behavior, donation to content creators in social media has become very popular in the last few years. Different from traditional donation to nonprofit organization or victims, donation to content creators in social media has received little attention from academic researchers. On the basis of the socio-technical systems framework and attachment theory, this study develops a model to investigate the effects of social and technological factors on users’ donation behavior. Our results indicate that donation intention is determined by the emotional attachment to the content creator and functional dependence on social media, which are influenced by both social factors (identification, interaction, and information value) and technical factors (sociability and personalization).

Science communication for uncertain science and innovation

Differences in viewpoints between science and society, like in for example the HPV-vaccination debate, should be considered from a socio-technical system perspective, and not solely from a boundary perspective between the lay public, medical doctors and scientists. Recent developments in the HPV-vaccination case show how the debate concerning uncertainty amongst scientists and the lay audience is mostly focussed on the improvement of understanding of lay people about why vaccination is important. This boundary thinking leads to the idea that once the boundary is crossed, the problem is solved. However, such ‘bug-fixing’ and technocentric boundary thinking is not leading to sustainable resolutions. We view science communication as a key aspect of the socio-technical system of scientific, technological and innovation development, in which the vaccine and its corresponding immunisation program are socially constructed. A process of construction that takes place all the way from the fuzzy front-end of their scientific conception until the marketing back-end. The authority, legitimacy and therefore the license to operate of scientists, engineers and policy makers are discussed, primarily at this boundary, but develops during the whole process of innovation. During upstream processes, professional roles and according behaviour are also defined. In this commentary we state that the development of science communication strategies should also start upstream, and that the ‘bug-fixes’ of improved listening to (and not by) the lay audience, could be become a more sustainable solution to the HPV-debate if this process of listening by experts considers the socio-technical system of vaccination as a whole. One of the outcomes might be that the dialogue between scientists, policy makers and the lay audience is about the various possible scenarios that deal with inherent scientific and societal uncertainty in which the inevitable uncertainty of science becomes more explicit. It is not known according whether this will lead to more profound interactions, however we would like to explore this possibility a bit more from an uncertain innovation process point of view. This could clear the way for a process of co-inquiry into ideas concerning shared responsibility and accountability. The latter means that the focus in the debate is more balanced and concerns the social network, and is not purely focussed on the betterment ofunderstanding by the lay audience. Moreover, in this way we consider communication and interaction between actors not as a means of crossing any boundaries (since that may be impossible), but as a means to perturb a status quo or equilibrium within a network of actors. This makes apparent boundaries more explicit and discussable. Methods of interaction, e.g. based on concepts like midstream modulation, may lead to another discourse and give way to new dynamics in this social system.

Assessing the capabilites to manage risks in energy systems–analytical perspectives and frameworks with a starting point in Swedish experiences

In this study we conceptualise how a capability approach could be used for analysing the conditions for preserving security of energy supply. We derive a concept, ‘energy system capability’, to describe how well the system is designed for this purpose. Based on a socio-technical systems perspective, we suggest that this capability is composed of five categories of ‘building blocks’: technical structures, natural resources, economic resources, institutions and actors. The configurations of these building blocks and the interactions between them provide the system with a certain level of reliability, robustness, flexibility, adaptivity and capacity for swift recovery and handling. These building blocks and system characteristics form various capabilities along the event chain (prevent, withstand, recover, handle, prepare, detect etc.) that together build the energy system capability.

Return-to-Work Within a Complex and Dynamic Organizational Work Disability System.

Background Return-to-work (RTW) within a complex organizational system can be associated with suboptimal outcomes. Purpose To apply a sociotechnical systems perspective to investigate complexity in RTW; to utilize system dynamics modeling (SDM) to examine how feedback relationships between individual, psychosocial, and organizational factors make up the work disability system and influence RTW. Methods SDMs were developed within two companies. Thirty stakeholders including senior managers, and frontline supervisors and workers participated in model building sessions. Participants were asked questions that elicited information about the structure of the work disability system and were translated into feedback loops. To parameterize the model, participants were asked to estimate the shape and magnitude of the relationship between key model components. Data from published literature were also accessed to supplement participant estimates. Data were entered into a model created in the software program Vensim. Simulations were conducted to examine how financial incentives and light duty work disability-related policies, utilized by the participating companies, influenced RTW likelihood and preparedness. Results The SDMs were multidimensional, including individual attitudinal characteristics, health factors, and organizational components. Among the causal pathways uncovered, psychosocial components including workplace social support, supervisor and co-worker pressure, and supervisor-frontline worker communication impacted RTW likelihood and preparedness. Interestingly, SDM simulations showed that work disability-related policies in both companies resulted in a diminishing or opposing impact on RTW preparedness and likelihood. Conclusion SDM provides a novel systems view of RTW. Policy and psychosocial component relationships within the system have important implications for RTW, and may contribute to unanticipated outcomes.

A Stakeholder-Based System Dynamics Model of Return-to-Work: A Research Protocol.

BackgroundReturning to work following a job-related injury or illness can be a complex process, influenced by a range of interrelated personal, psychosocial, and organizational components. System dynamics modelling (SDM) takes a sociotechnical systems perspective to view return-to-work (RTW) as a system made up of multiple feedback relationships between influential components.Design and MethodsTo build the RTW SDM, a mixed-method approach will be used. The first stage, that has already been completed, involved creating a baseline model using key informant interviews. Second, in two manufacturing companies, stakeholder-based models will be developed through interviews and focus groups with senior management, frontline workers, and frontline supervisors. Participants will be asked about the RTW process in general and more targeted questions regarding influential components. Participants will also be led through a reference mode exercise where they will be asked to estimate the direction, shape and magnitude of relationships between influential components. Data will be entered into the software program Vensim that provides a platform for visualizing system-structure and simulating the effects of adapting components. Finally, preliminary model validity testing will be conducted to provide insights on model generalizability and sensitivity.Expected Impact of the study for Public HealthThe proposed methodology will create a SDM of the RTW process using feedback relationships of influential components. It will also provide an important simulation tool to understand system behaviour that underlies complex RTW cases, and examine anticipated and unanticipated consequences of disability management policies.Significance for public healthWhile the incidence of occupational injuries and illnesses has declined over the past two decades, the proportion resulting in sickness absence has actually increased. Implementing strategies to address sickness absences and promote return-to-work (RTW) can significantly benefit physical and mental health, and work outcomes like worker engagement, job satisfaction and job strain. As a key social determinant of health, participation in paid work can also ensure that work-disabled individuals generate income necessary for access to housing, education, food, and social services that also benefit health. Improving RTW outcomes can also have significant societal benefits such as a reduction in workers compensation costs, increased economic activity and less burden on social assistance programs. Despite its benefits, returning to work after injury or illness is not a straightforward process and can be complicated by the individual, psychosocial, organizational and regulatory components that influence a disabled person’s ability to resume work activities.

Merits of using a socio-technical system perspective and different industrial accident investigation methods on accidents following natural hazards – A case study on pluvial flooding of a Swedish railway tunnel 2013

Functionality in infrastructure is important for a country and its societal activities. Perils such as weather dependent natural hazards cause recurrent disruptions with negative consequences for individuals, society and business. To learn lessons from past events is a key component in pro-active risk management, but the nature of society–hazards interactions is constantly increasing in complexity, which makes the task to study accident causations and impacts difficult. Assessments of the latest major accident, or disaster in some scale, have the potential to guide safety system design improvements with focus on actively decreasing vulnerabilities and strengthening resilience in an evolutionary procedure. However, practice is often guided by addressing only the most evident impacts and restricted by ownership of issues within existing sectorial responsibilities, media pressure or political moves, as opposed to evaluating experiences systematically and objectively. In this article, three different methods for industrial accident investigation are applied and their pros and cons demonstrated, within a context of extreme pluvial flooding in a railway tunnel in Sweden 2013. The outer threat that natural hazards may pose on infrastructure and related activities is not explicitly treated in such methods, where the cause of event normally is analyzed against well-known and demarcated working systems. Our bottom-up approach serve as an example on how these methods can be used and combined to unwind interrelated casual factors and find root causes across different levels in the societal hierarchy for accidents that evolve in connection with natural hazards.

Sociotechnical attributes of safe and unsafe work systems

Theoretical and practical approaches to safety based on sociotechnical systems principles place heavy emphasis on the intersections between social–organisational and technical–work process factors. Within this perspective, work system design emphasises factors such as the joint optimisation of social and technical processes, a focus on reliable human–system performance and safety metrics as design and analysis criteria, the maintenance of a realistic and consistent set of safety objectives and policies, and regular access to the expertise and input of workers. We discuss three current approaches to the analysis and design of complex sociotechnical systems: human–systems integration, macroergonomics and safety climate. Each approach emphasises key sociotechnical systems themes, and each prescribes a more holistic perspective on work systems than do traditional theories and methods. We contrast these perspectives with historical precedents such as system safety and traditional human factors and ergonomics, and describe potential future directions for their application in research and practice.Practitioner Summary: The identification of factors that can reliably distinguish between safe and unsafe work systems is an important concern for ergonomists and other safety professionals. This paper presents a variety of sociotechnical systems perspectives on intersections between social–organisational and technology–work process factors as they impact work system analysis, design and operation.

Cross-Organizational Information Sharing and Coordination in Disaster Response: The Case of the 2008 Wenchuan China Earthquake

Information sharing is a vital component of unified planning among multiple agencies performing varied tasks and activities toward effective emergency response, which promotes effective coordination. Insufficient information sharing and ineffective coordination among organizations during a disaster response creates a bottleneck in need of urgent resolution to effect preparedness. Building a highly effective emergency management information system would help to solve this problem. Modern information technology processing techniques have produced tools and approaches for information sharing across multiple agencies. However, Chinese and international scholars who study the multi-agency unified response systems of various countries have found that such systems are not in practice. This study took a socio-technical system perspective to analyze the characteristics of emergency response organizations and tasks involved in the response to the 2008 Wenchuan (China) earthquake as a case study. Existing problems and possible causes were analyzed from system and technology perspectives to identify possible resolutions to problems in cross-organizational information sharing and coordination that would improve the quality and speed of information sharing and coordination among multiple agencies. The results suggest a basic theoretical approach for the analysis and design of an open, cross-organizational relief management information system that can efficiently and effectively respond to large-scale disasters.

Sociotechnical approaches to workplace safety: Research needs and opportunities

The sociotechnical systems perspective offers intriguing and potentially valuable insights into problems associated with workplace safety. While formal sociotechnical systems thinking originated in the 1950s, its application to the analysis and design of sustainable, safe working environments has not been fully developed. To that end, a Hopkinton Conference was organised to review and summarise the state of knowledge in the area and to identify research priorities. A group of 26 international experts produced collaborative articles for this special issue of Ergonomics, and each focused on examining a key conceptual, methodological and/or theoretical issue associated with sociotechnical systems and safety. In this concluding paper, we describe the major conference themes and recommendations. These are organised into six topic areas: (1) Concepts, definitions and frameworks, (2) defining research methodologies, (3) modelling and simulation, (4) communications and decision-making, (5) sociotechnical attributes of safe and unsafe systems and (6) potential future research directions for sociotechnical systems research.