Socio-technical Perspectives on e-Government Initiatives

Abstract

Abstract. ICTs are intended to be a powerful tool in support of government transition to the "Digital Age". The purpose of this paper is to emphasize the importance of integrating a socio-technical perspective into the body of eGovernment practices. The current realisation in Italy of an "Action plan for eGovernment" is a source of interesting preliminary evidence for our purpose. Standard (Tool) Model vs. Socio-technical ModelIn a highly relevant paper Kling and Lamb [5] observe that most IS projects are typically described in terms of what they refer to as the 'Standard (Tool) Model'.In terms of this model, ICTs are often discussed as tools or simple appliances, even when they take the form of complex arrangements of varied equipment and rules/roles/resources [6]. Among other things, the Standard Model assumes that information systems are objective and rational, and thus, capable of being evaluated through the use of objective tools and techniques. Moreover, this model presupposes a one-shot implementation and assumes that an IT application has the same meaning and consequences for all users ("contexts are simple"). Finally, ICTs are expected to have direct and unambiguous effects.As opposed to the Standard Model, the authors propose the adoption of the "SocioTechnical Model", in which IS projects outcomes are the result of a more complex interaction between technical and societal factors.Is the Standard Model view still valid after thirty years of systematic, empirically grounded research on ICT and organisational change in business firms and public agencies? Kling and Lamb suggest not. It is widely acknowledged that ICTs and the social and organizational settings in which they are embedded are in a relationship of mutual shaping.The Standard Model is simplistic and insufficient for adequately understanding the character of organisational change involving ICTs. In the opinion of Kling and Lamb, ICT-related innovation should be seen as an on-going social process that unfolds in the context of complex, negotiated relationships. A 'socially rich view' (i.e. based on socio-technical assumptions) seems to better conceptualise the role of ICT in the current e-business environment. The Socio-Technical Model takes into consideration

An architecture for e-learning infrastructures on a national level: a case study of the Afghanistan Research and Education Network

“…A sociotechnical system in an e-learning context is an information technology system that has an ongoing social process implementation, usually articulation work that is needed for IT activities. It considers the context of IT and the social use (Sorrentino and Virili, 2003). Therefore, we consider design-science research as the most suitable method for architectural design in this research.…”

e‐Government Implementation Challenges in Malaysia and South Korea: A Comparative Study

“…As Heeks concludes, both factors on technology and social approach along the evaluation process. In brief, a socio-technical approach is embedded in this model to emphasize the importance of human and social components of an information technology (Heeks, 2006b(Heeks, , 2006cKling & Lamb, 1999;Sorrentino & Virili, 2003). This plainly balances those two crucial factors in evaluating and assessing the gaps without concentrating merely on the technology and technical part in egovernment projects.…”

Citizen Participation and engagement in the Design of e-Government Services: The Missing Link in Effective ICT Design and Delivery

“…A study by Irani et al (2002) concluded in analyses of criteria used in investment appraisals of local e-government in the UK that IS projects continue to give inadequate attention to human and social considerations. Further, Sorrentino and Virili (2003) conducted a systematic examination of the evaluation criteria specified in the Italian e-government Action Plan for assessing e-government project proposals to explore the underlying model of IS projects that was implicitly reflected in the plan. The investigators examined each of the five evaluation criteria against two models -(i) the model conceptualised by Kling and Lamb as the Standard (Tool) Model and (ii) a Socio-technical model.…”

“…The 'Standard Model' characterises the typical approach observed by Kling and Lamb in descriptions of IS development projects where ICTs are regarded principally as tools -albeit combined in complex configurations according to rule-based procedures and protocols. "Among other things, the Standard Model assumes that information systems are objective and rational, and thus capable of being evaluated through the use of objective tools and techniques" (Sorrentino and Virili, 2003). This approach equates to the technical approach to ICT design that Mumford describes (see Figure 1 above).…”

“…The findings of their exploration revealed that four of the five evaluation criteria were based primarily on parameters relating to the Standard Model for IS projects. In the words of Sorrentino and Virili (2003): "In such a conception, a range of fundamental flaws is dramatically evident. Perhaps the most important inadequacy is the total failure to take into consideration the crucial social factors inherent to any form of technological development.… We have tried to demonstrate that this view is incomplete and have called for additional efforts to systematically consider social effects as suggested in the socio-technical model."…”