The turnaround of the London Ambulance Service Computer-Aided Despatch system (LASCAD)

Guy Fitzgerald and Nancy L Russo

European Journal of Information Systems, 2005, vol. 14, issue 3, 244-257

Abstract: The implementation of the Computer-Aided Despatch system at the London Ambulance Service has been one of the most notorious cases of failure within the information systems (IS) literature. What is less well known is that there followed, some time later, a much more successful implementation, described as a turnaround. This paper, based on a case study approach, describes the context and detail of that implementation. A framework from the literature, used in an analysis of the initial failure, is used to analyse and compare the similarities and differences in the development of the two systems. The framework provides four interacting elements and relationships for analysis. These elements are Supporters, Project Organisation, Information System, and the Environment in which they operate. The turnaround system was found to address directly almost all the issues identified as problematic in the failure. These included the approach taken by management to understand the needs of users, including issues unrelated to the system itself, their involvement in the development process, an improvement in the availability of resources (brought about in some part because of the previous failure), the ability to follow a relaxed timeline driven by users' acceptance levels, the preparation of infrastructure projects to develop confidence, participation and prototyping, thorough testing, phased and simple implementation, and trust building. Certain environmental factors could not be so directly addressed but nevertheless were overcome by attention to detail and internal needs. Conclusions indicate that the factors addressed are not new and are to be found in the success literature. What is unusual is that they were implemented in this case in such unlikely circumstances.

Date: 2005
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1057/palgrave.ejis.3000541 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:tjisxx:v:14:y:2005:i:3:p:244-257

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/tjis20

DOI: 10.1057/palgrave.ejis.3000541

Access Statistics for this article

European Journal of Information Systems is currently edited by Par Agerfalk

More articles in European Journal of Information Systems from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().