Implementation of CSCW in the Swedish social insurance board

Abstract

A research model of processes where CSCW is implemented and used is presented and applied in a longitudinal comparative study of four cases. The cases focus the implementation and usage processes of different types of CSCW technology at different organisational levels in the Swedish social insurance board. Aspects that influenced the course of the implementation processes are analysed, such as the initiation of the implementation, user participation, technological problems, as well as the expected and real outcomes from the usage regarding efficiency and quality. The study shows that it is possible to initiate implementation of CSCW also at the local and regional level of a centralised and hierarchical organisation. Also, the most important aspects that influence the course of the processes are the expected and real efficiency and quality effects of the implementation and usage.