Stakeholder Analysis as a Medium to Aid Change in Information System Reengineering Projects

Abstract

The importance of involving stakeholders within a change process is well recognised, and successfully managed change is equally important. Information systems development and redesign is a form of change activity involving people and social issues and therefore resistance to change may occur. A stakeholder identification and analysis (SIA) technique has been developed as an enhancement to PISO® (Process Improvement for Strategic Objectives), a method that engages the users of a system in the problem solving and reengineering of their own work-based problem areas. The SIA technique aids the identification and analysis of system stakeholders, and helps view the projected outcome of system changes and their effect on relevant stakeholders with attention being given to change resistance to ensure smooth negotiation and achieve consensus. A case study is presented here describing the successful implementation of a direct appointment booking system for patients within the National Health Service in the UK, utilising the SIA technique, which resulted in a feeling of empowerment and ownership of the change of those involved.

Keywords

• empowerment
• SIA
• Case study
• PISO
• stakeholder identification and analysis
• resistance to change