Case handling models as a basis for information systems design
1996 (English)In: Human Interaction with Complex Systems-II, Kluwer Academic Publishers , 1996Chapter in book (Refereed)
Computer use in administrative work is increasing rapidly and today most of the case handling activities depend heavily on computer support. As a consequence usability problems are increasing due to the complexity of the information systems, consisting of many different software technologies that need to be combined together in an appropriate way. Software is often developed in in-house development projects, and sometimes even in combination with adaptations of various off-the-shelf products. The load on the software development team becomes enormous, and their possibilities for developing standards and reusing software components are limited. A general approach to case handling work through mutual concepts and process flows is a basis for being able to develop a domain specific style guide (DSSG) for the case handling domain.
In this paper we have modelled the case handling domain based on work activities within the Swedish tax administration. It has been performed in a user centred way and these models have been tested and validated in a number of other work activity areas within the organisation. We suggest how case handling models can be used in an effective way when analysing and designing information systems for case handling. The important aspects that stem from the synchronisation of this technology development with organisational, com¬petence and work activity development is emphasised.
Place, publisher, year, edition, pages
Kluwer Academic Publishers , 1996.
IdentifiersURN: urn:nbn:se:uu:diva-79089OAI: oai:DiVA.org:uu-79089DiVA: diva2:107002