Dissertation
Aligning information systems with complex work environments: a socio-technical framework toward improving child welfare practices
Doctor of Philosophy (Ph.D.), Drexel University
Sep 2024
DOI:
https://doi.org/10.17918/00010784
Abstract
The integration of case management information systems into complex work environments like child welfare services aims to enhance performance and support informed decision-making. However, despite case management information systems designed to improve efficiency and collaboration, caseworkers have a noticeable information deficit, highlighting significant challenges in adequately meeting their needs. This dissertation investigates a socio-technical information systems approach that informs users' dynamics in environments characterized by high complexity and variable information demands. Employing a mixed-methods approach, this research combines qualitative and quantitative techniques to explore challenges to the work process. Data was collected through surveys and semi-structured interviews with caseworkers, clinical supervisors, and program directors from a child welfare non-profit organization in Philadelphia, Pennsylvania. The study utilized Work Domain Analysis in conjunction with iStar modeling frameworks to systematically analyze the socio-technical landscape, uncovering stakeholders' information needs and the complex relationships influencing system interactions. Key findings of this dissertation research include (1) a detailed identification of specific information deficits, such as difficulties accessing real-time updates and dealing with fragmented data entries, (2) insights into how information deficits lead to inefficiencies and delays in impacting related and unrelated processes, and (3) a thorough examination of the broader implications for complex socio-technical system design, highlighting the need for adaptable interfaces and improved integration with workflows. This research introduces novel insights into the specific information deficits encountered by caseworkers and the broader implications for designing effective information systems. Additionally, the study expands the application of Work Domain Analysis and iStar modeling frameworks to complex socio-technical environments, providing new insights into stakeholder information needs and system interactions. In terms of practical impact, by bridging theory and practice, this work contributes to information system design by offering actionable guidance for improving case management information systems, focusing on user-centered design and the integration of technical and socio-cultural factors.
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Details
- Title
- Aligning information systems with complex work environments
- Creators
- Kenneth Nimley
- Contributors
- Michelle Rogers (Advisor)
- Awarding Institution
- Drexel University
- Degree Awarded
- Doctor of Philosophy (Ph.D.)
- Publisher
- Drexel University; Philadelphia, Pennsylvania
- Number of pages
- xvi, 548 pages
- Resource Type
- Dissertation
- Language
- English
- Academic Unit
- Information Science (Informatics) (2013-2026); College of Computing and Informatics (2013-2026); Drexel University
- Other Identifier
- 991021930613304721