The Origins of Failure: Seeking the Causes of Design–Reality Gaps. Issue 3 (2nd July 2016)

• Record Type: Journal Article
• Authors: Masiero, Silvia
• Is Part Of: Information technology for development. Volume 22:Issue 3(2016)
• Page Start: 487
• Page End: 502
• Publication Date: 2016-07-02
• Subjects: ICT4D -- design–reality gaps -- e-governance -- failure -- information systems -- India; Information technology -- Developing countries -- Periodicals; Electronic data processing -- Developing countries -- Periodicals; 004
• DOI: 10.1080/02681102.2016.1143346
• Languages: English
• ISSNs: 0268-1102

Abstract

Abstract : The theory of design–reality gaps is an extant framework to explain failure of information systems in developing nations. This paper problematizes the nature of failure, with a particular focus on situations in which well-implemented systems, apparently corresponding to users' views of reality, still fail to meet the expectations of their key stakeholders. To extend existing theory on this phenomenon, I advance a diagnostic model to identify the root causes of design–reality gaps. The model is illustrated through a case study of the Ration Card Management System in Kerala, South India: by capturing the causal chains underlying design–reality gaps, the model sets to trace the origins of failure, and the processes through which it is ultimately determined. The model I propose is both explanatory and normative, as it elicits causes of failure and serves as a basis to combat them.