Incorporating user values in the design of information systems and services in the public sector : a methods approach

• This thesis is motivated by the aim of public-sector organizations to become more efficient by quality improvement efforts and the introduction of infonnation systems. The main objective is to explore methods for the design of infonnation systems and information-system-supported services in the public sector, which meet the users' needs.The thesis is based on six connected studies. The first study was to describe the structure of how the staff at public-service units seek advice. Based on data collected through interviews, a quantitative analysis was performed at primary healthcare centers. In the second study, the use of Quality Function Deployment (QFD) for orientation of public services to a quasi-market situation was investigated. The study displayed how clinical-social-medical services can be orientated to better suit the referral institutions' needs. The third study was performed to adjust a QFD model to a method for the design of information systems in the public sector. The development of the model was performed in a blocked-case study. In the fourth study, the model was extended and applied in a case study where it was used for participatory design of information-system supported services. In the fifth study, the possibility of integrating the QFD model with process graph notations was investigated. The study was performed according to a participatory action research methodology. In the final study, an information system was designed using the QFD model developed and implemented for a public sector profession, occupational therapists.The main contribution of the thesis is the QFD model, called Medical Software Quality Deployment (MSQD), for the design of information systems and information-systems-sul)ported services in the public sector. The advantages of MSQD are that it focuses the design work on the users' needs and provides support for active participation of users. Further advantages are that the requirements are traceable and the design features are prioritized.As a support for the efforts being made in the public sector to increase efficiency, MSQD can be used to design appropriate information systems. The prototype implementation illustrated several optional ways of how this support can be implemented using low-cost technology. MSQD can further be used to develop services to better match the users' needs. Hence, it can be used for inter-organizational information systems design and, thereby, positive gains can be made in the collaboration between different public service organizations.

Ämnesord

NATURVETENSKAP  -- Data- och informationsvetenskap -- Datavetenskap (hsv//swe)

NATURAL SCIENCES  -- Computer and Information Sciences -- Computer Sciences (hsv//eng)

Nyckelord

Computer science

Datavetenskap

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