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The institutionalisation of user participation for systems development in Telecom Éireann

It was in 1984 that Telecom A‰ireann first introduced institutional mechanisms which facilitated employee participation in the formulation and execution of corporate strategy. However, almost ten years elapsed before the full benefits of user participation were realized in the development and implementation of organizational information systems. Two systems development projects that are perhaps exemplars of the manner in which user participation was and still is effected in Telecom A‰ireann, and which offer unique insights into this multi-faceted phenomenon, are described herein. This case study not only illustrates why user participation is important for systems development in organizations, it also provides evidence that user participation is insufficient for success in systems development if appropriate attention is not given to change management issues associated with the implementation of developed systems. The lessons learned by Telecom A‰ireann in addressing such issues helped it to evolve its participative policies into a partnership approach to organizational change that helped ensure the success of its strategy of IT-enabled organizational transformation.