The conditional benefits of early user involvement at employee self-service applications in four Dutch ministries Online publication date: Sun, 27-Dec-2009
by Ronald Batenburg, Gerwin Koopman
International Journal of Business Information Systems (IJBIS), Vol. 5, No. 2, 2010
Abstract: User participation and user involvement is generally accepted as one of the important factors for IS success. In this paper, several types of early end-user involvement are distinguished and empirically explored through four case studies. The cases concern four Dutch governmental organisations (ministries) that have recently deployed an Employee Self-Service (ESS) application. Interviews were held with developers, project managers and users. It was found that the perceived success of the ESS-systems within the ministries is not directly related to the type or number of user involvement methods applied. Benefits of user participation are conditional, i.e., dependent on time- and culture-related factors. In particular, expectancy management about the project milestones is important, and so is the belief among employees that they can easily use the self-service applications without much support from the HR departments.
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