Reflections on a Participatory Approach to the Design of a Client Management System in a Human Service Organisation
At the very heart of social and community service delivery is the client and in a complex multi-program environment such as Mercy Community Services there is a requirement to manage client information effectively and efficiently and for it to be stored securely, with appropriate levels of access control due to its sensitive nature. The identification of functionality required within a Client Management System (CMS) in such an environment is a challenge in itself. The challenge to manage vendor selection and successfully deploy a CMS across three separate ministries with different service delivery models is even greater. This paper outlines the journey so far, the strategies and approach adopted, the valuable lessons learnt along the way and the projects contribution to international research exploring both the process of and the organisational impact of implementing an electronic information system.
information system participatory design human service organisation implementation
Brian Kissell Philip Gillingham
国际会议
南京
英文
1-8
2012-11-23（万方平台首次上网日期，不代表论文的发表时间）