Case Handling Models as a Basis for Information System Design.
Jan Gulliksen
Case Handling Models as a Basis for Information System Design.
Jan Gulliksen (1996).
In C.A. Ntuen & E.H. Park (Ed.) Human Interaction with Complex Systems-II,
Kluwer Academic Publishers, Norwell, MA
Also appearing in Proceedings of the 1995 Symposium on Human Interaction
with Complex Systems, Greensboro, North Carolina, USA, 17-20 September,
1995.
Abstract
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, competence and work activity development is emphasised.
Keywords
Case handling; organisation and information technology development; domain specific design; decision making.
Source
PostScript (1MB)
Jan Gulliksen, Systems and Control Group, Department of Technology, Uppsala University, PO Box 27, S-751 03 Uppsala, Sweden,
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