Complex Information Systems Development and Deployment Processes: A GT Study of TCK

This research was a grounded theory longitudinal case study of a telemedicine centre in a post-conflict region. Rich studies of the development practices of advanced Information and Communications Technology (ICT) initiatives in developing countries are rare, and almost non-existent for post-conflict developing regions. The post-conflict context loaded additional factors into an already complicated systems development process. The primary contribution of this research was to set out factors present in the case organisation which have received little attention previously in the academic literature and which were important in the successful implementation of a large scale telemedicine system in the Balkans. These factors have important implications for the design, development and delivery process for complex information systems projects in post-conflict regions, and incorporate a range of technical, social, political and cultural factors. What emerges from this research is the symbolic role of hope and conflict in the project and the management of the political environment as the main factors which influenced information systems development success. These factors manifested themselves in practical ways during the information systems management activities associated with the deployment of telemedicine information systems and this is set out in the study. The findings have important implications for our understanding of the dynamics of developmental ICT initiatives generally and in post-conflict, developing regions in particular. They also have implications for donor agencies that are providing support to post-conflict contexts as these regions develop important ICT infrastructure during the process of recovery.