Why we fail when we treat business change as just an IT project
In short: When implementing new technology, we often focus on the software while ignoring the human element. Professor Martyn Thomas explores how treating complex organizational shifts—like upgrading a hospital's infrastructure—as mere technical upgrades can lead to catastrophic systemic failures.
The fundamental error in large-scale digital transformation is the belief that people actually want an IT system. In reality, stakeholders seek improved outcomes, such as more efficient stock trading, safer flight operations, or better hospital management. These goals necessitate changes to human workflows and how people interact with their physical environment. When these social and operational shifts are ignored in favor of a purely technical focus, projects often collapse.
A poignant historical example is the 1992 failure of the London Ambulance Service (LAS) Computer Aided Dispatch (CAD) system. The LAS, which serves over seven million people across 620 square miles, was managing a massive operation: in 1990, it was potentially the largest ambulance service globally, handling over 5,000 patients daily and up to 2,500 calls. The CAD system was intended to automate critical command functions, including call verification, resource identification, and vehicle positioning to minimize response times.
The path to failure was marked by shifting requirements and technical hurdles. An initial project started in the early 1980s was abandoned in the autumn of 1990 because it could not meet load test performance criteria after its specifications were changed in 1989 to include mobile data. A second attempt followed, with a contract signed with Systems Options Ltd in August 1991. Despite rigorous planning, including a tender placed in February 1991, the system was slated for implementation on 8 January 1992, a period of intense transition for the service.
Opens the Intellect+ feed with this card first. Swipe up for the next one.
Sources
- Summary by Intellect · source: Computers, People and the Real World - Professor Martyn Thomas CBE
- Also: Computers, People and the Real World
To cite this card, link to https://intellectplus.co.uk/app/ideas-computers-people-and-the-real-world-professor-martyn-thomas-.
How we source, check and correct cards: Editorial standards.
General information, not professional advice. Spotted an error? Flag the card or see corrections and complaints.
Intellect Plus is a visual educational discovery platform for exploring fascinating facts and ideas. Brain Food, Not Brain Rot. What is Intellect Plus?
