Implementing Computer Systems in Social Service Agencies: an Analysis of Costs and Benefits for the Direct Service Staff.

Abstract

This study explored the costs and benefits of computerization for the direct service workers in a social service agency in order to determine the conditions under which the implementation of computers will be successful. The implementation process was divided into four phases: (a) Preparation, (b) Transition, (c) Management Reports, and (d) Worker Reports. It was hypothesized that each of these phases would be characterized by different costs and benefits for the casework staff and that their satisfaction with the computerization effort would increase when the benefits outweighted the costs, and decrease when the costs were greater than the benefits. Data were collected for 51 weeks from the direct service staff in an agency which was in the process of computerizing its client information system. Questionnaire data were used to monitor the workers' satisfaction with the computer system, their opinions on the computer-generated reports, and their perceptions as to whether the system made their jobs easier or harder. A multiple-baseline across-groups design was used to evaluate the implementation process as it was sequentially initiated for three treatment programs in the agency. Computer Satisfaction scores for individual caseworkers, and aggregated for each of the treatment groups, were analyzed for the implementation phases. The relationship between Computer Satisfaction scores and various workers characteristics was also analyzed. The findings were limited by subject attrition. Very little change in Computer Satisfaction scores was observed during the implementation process; however, the results support the hypothesis that computer satisfaction ratings are related to the costs and benefits of computerization. Computer Satisfaction scores declined as workers' ratings on an effort index rose during Transition. Similarly, Computer Satisfaction scores tended to rise when the workers began receiving reports that were designed to facilitate case-management. In addition, higher Computer Satisfaction scores throughout the implementation were reported by workers who were older and those who had been with the agency longer. Higher pre-implementation expectations for the computer were also associated with greater satisfaction, and finally, workers in administrative positions were more likely to be satisfied with the computer system.