Lecture 11

1. Lecture 11 End-User Computing (EUC) Strategy

2. Objectives • What is end-user computing? • Approaches to end users • The strategy organisations may adopt in the management of end-user computing • The tasks that need to be performed by an information systems manager to support end-users.

3. What is end-user computing? • End-user-developed computer-based information systems for personal, departmental or organisation-wide use, where the end-user is a non-IT professional • End-user control of which hardware and package applications are purchased for use in their department • End-user use of existing information systems

4. Problems in technology implementation • Defining users’ needs easily and comprehensively • Some user requirements are missed through inattention to detail or bias of the technician • Sometimes not enough time for users to describe all of their needs for systems designers • Users needs will vary according to the particular work a person does within each of the different levels of the organisation (strategic, operational, tactical) and their individual skills • New requirements for interworking force users to develop new skills for using technology and for handling the subsequent new work relationships

5. User Concerns Will the system deliver the information I need for my work How quickly can I access the data? How easily can I retrieve the data? How much clerical support will I need to enter data into the system? How will the operation of the system fit into my daily business schedule? Designer Concerns How much disk storage space will the master file consume? How many lines of program code will it take to perform this function? How can we cut down on CPU time when we run the system? What is the most efficient way of storing this piece of data? What database management system should we use? The User-Designer Communications Gap

6. Approaches to end users • Contemporary systems-building approaches tend to treat end users as essential but they play a largely passive role relative to other forces shaping the system • A different tradition assigns users a more active role – one that empowers them to codetermine the role of IS in their workplace – e.g. Sociotechnical Design, End-User Computing

7. Contemporary Role of the IS Manager • Responsible for: • Setting the organisation’s IS strategy covering issues such as integration with business strategy, investment levels and whether services are centralised or decentralised • Establishing IS infrastructure (networks, hardware and software services) • Implementation of corporate strategy through developing line-of-business systems • Ensuring that the company follows ethical or legal codes for health and safety and data protection

8. Contemporary Role of End-user IS Services • To: • Provide a help-desk service • Achieve standardisation of software • Ensure network efficiency • Provide training • Deliver services to end-users cost-effectively

9. Management approach to End-User Computing • Management’s approach to EUC should be designed to fit in with the information systems strategy of the organisation. The aims will always be to maximise the benefits and minimise the problems. Two factors need to be managed: • the rate of expansion • the level of control. • The rate of expansion is managed by: • making hardware/software easier/difficult to obtain • making information easier/difficult to obtain • imposing/relieving the end-user departments of the cost of EUC

10. The levels of control over EUC is managed by: • more or less restrictive standards over the purchase of hardware/software • the level of requirement of mainframe use as compared to PC use for applications • restrictions on access of data. • The organisation may manage the rate of expansion to yield a high or low rate of growth of EUC. Similarly may also ensure high or low level of control over EUC.

11. HIGH LOW LOW HIGH EXPANSION/CONTROL MATRIX (Curtis 1995) EXPANSION CONTROL

12. There are four possible mixes of strategies: • Laissez-faire – this is the ‘no policy’ situation. EUC is neither encouraged nor controlled. • Containment – here there is a high level of control, EUC is channelled. • Acceleration – EUC is encouraged with very little control, high risks involved. • Controlled Growth – policies are put in place both to encourage expansion and at the same time controlled growth. This is a situation in which the roles of the end-users and the computer centre are clearly specified.

13. End-User Services • The main end-user services that the information systems manager has to provide to support EUC are as follows: • Provide a help-desk service – this will solve problems that users encounter in using the software. This will involve troubleshooting in all aspects of software/hardware problem situations. This service should be delivered as quickly as possible. • Achieve standardisation of software – applications throughout the organisation should be standard to reduce the cost of purchase and to enable information transfer. • Ensure network efficiency – reduce network ‘downtime’. • Provide training – for users in application use and/or development. • Deliver services to end-users cost effectively. – minimising ‘total cost of ownership’ which includes cost of purchase and maintenance.

14. Help-desk service or Information Centre • Information Centre (IC) is an American term for the help-desk or IT support. The IC provides all the services required for end-users to use and develop applications • Many help desks are now outsourced to other companies. (Outsourcing is when all or part of the information system services of an organisation is sub-contracted to another company).

15. The ranges of services typically offered are: • Help desk support for user problems. • Assisting in software purchase, installation and updates. • Provide guidance in the selection, purchase and installation of hardware. This will conform to set standards, taking advantage of discounts and limiting support contracts. • Consulting with the user to determine if a particular application is appropriate for EUD. • Assistance in application development. • Management and supply of data to end-users, improving access to shared data. • Training and education in particular on packages or development techniques.