TECHNOLOGY INNOVATION IN THE FACE OF UNCERTAINTY: THE CASE OF \u27MY HEALTH RECORD\u27

In this paper we address the challenges faced when new e-health components are introduced within an existing infrastructural arrangement by focusing on the delicate balance between immediate usefulness and forward-looking preparedness. While e-health solutions are currently seen as a core element of on-going health sector reforms in most European countries, much of the challenges related to their design, development and implementation remain understudied. Based on an interpretive case study of technology innovation in the Norwegian healthcare context, we study the practices of building and putting to use a novel web-based platform for communication between users and providers of healthcare services. In particular, we analyse the conceptual design, the association with the installed base, and the relationship with users as core enacting practices of the project team members. We make use of the concepts of generativity and robustness to bring into focus and articulate possible approaches for change anticipation

How the \u27New\u27 Makes Use of the \u27Old\u27: Understanding Reconfigurations of Information Systems and Organizations in the Norwegian Health Sector

This paper presents initial findings from ongoing research on how novel ICTs can make use of established sociotechnical arrangements in a productive way. Empirically it is based on three case studies on the design, development and use of web-based information systems that support patients’ interaction with healthcare providers. The cases under study are intriguing as they provide empirical evidence of the role that novel technologies (within the Web 2.0 genre) can have for accelerating a healthcare shift towards “patient centeredness” and patients’ active involvement in care (co-production of services). Our aim is to reach an improved understanding of reconfiguration dynamics paying attention to associations and interactions between the “old” and the “new”

AI/Human Augmentation: A Study on Chatbot – Human Agent Handovers

Author's accepted manuscriptThe combination of chatbots with live chats supported by human agents creates a new type of man-machine coordination problem. Prior research on chatbot interactions has focused mostly on the interaction between end users and chatbots and there is limited research on the interaction between human chat agents and chatbots. This study aims to fill this gap contributing to the body of research on coordinating humans and artificial conversational agents by addressing the Research Question: How can the handover between chatbots and chat employees be handled to ensure good user experience? The study aims to contribute to the emerging discipline of Human-Centered AI providing insights on how to create AI-enabled systems that amplify and augment human abilities while preserving human control by identifying key aspects that need to be considered when integrating chatbots in live chat workflows.acceptedVersio

INFRASTRUCTURES FOR PATIENT-CENTEREDNESS: CONNECTING NOVEL AND EXISTING COMPONENTS TO SERVE STRATEGIC AGENDAS FOR CHANGE

Web-based access to health services, health information and personal health records are increasingly offered to patients for enabling a new, more active patient role. However, incorporating such solutions into national health infrastructures poses challenges. In an information infrastructure perspective, the design of such technologies requires two main intertwined activities: designing ˜the new´ and dealing with ˜the old´ (i.e. the already established infrastructural arrangement). In this paper, we study such activities through the concept of institutional work to investigate how actors go about creating, maintaining and disrupting what was established in provider-centric healthcare. This is investigated in the context of an ongoing national initiative to design and develop a web-based, platform that will support shifting healthcare towards patient-centeredness. Analysing actors´ efforts for patient authentication , availability and comprehensiveness , we identify the pivotal role of activities that are about rearranging seemingly separate technological and institutional components

Polycentric Governance of Interorganizational Systems: Managerial and Architectural Arrangements

In an increasingly digital world, introducing new interorganizational systems requires establishing associations and relying on contributions of multiple actors that control existing technical solutions. This article examines the question: “how can large-scale system implementations across multiple organizations be governed in situations of distributed control over components?”. To answer this question, we present the findings of a longitudinal case study on the introduction of e-prescription in Norway over a 14-year period. The findings point to complementary architectural and managerial arrangements that make possible a polycentric governance approach. This work contributes to research on Information Systems Governance by providing insights relevant to mandating large-scale system implementations across organizations by mobilizing and orienting multiple contributors that control various pre-existing solutions

Collaborative Innovation in Healthcare: Boundary Resources for Peripheral Actors

Realizing the potential of digital technologies in hospital care requires collaborative innovation among multiple actors both within and beyond hospitals. Our research investigates the question: what does it take to foster collaborative innovation within a traditionally siloed and closed health information infrastructure? Empirical findings are derived from three cases, which we analyze by focusing on how innovation relates to interfaces with hospitals’ information infrastructures. We draw on literature on digital platforms and innovation ecosystems and focus on the notion of boundary resources to characterize these innovation interfaces. While this notion has mainly addressed the concerns of platform owners for ‘securing’ and ‘resourcing’ their platforms, our analysis also points to resources related to peripheral actors’ needs, specifically ‘discovering’ and ‘vesting’ resources. Discovering resources assist innovators in making sense of possibilities and limitations, while vesting resources relate to value appropriation. These resources are crucial for collaborative innovation in existing hospital information infrastructures

Enabling Electronic Interactions between Patients and Healthcare Providers: a service design perspective

This paper investigates the design of electronic services for patient-healthcare provider interactions. Empirically, the paper draws from two cases on electronic health appointment management within the Norwegian healthcare system. We investigated the realisation of these new electronic services through the lens of service design adopting a process approach and following their evolution over time. Our findings suggest that the design of services for patient-provider interactions requires a) reconsideration of the whole relationships going beyond the digital solution part, b) flexibility that allows user-defined tailoring of digital solutions after being introduced to use, c) support of continuity in user involvement, d) creative exploitation of the regulatory constraints

A Frugal Approach to Novelty: Patient-oriented Digital Health Initiatives Shaped by Affordable Losses and Alliances

In this article, the concept of effectuation is introduced to address the question of how innovations in health service organisations arise, in what circumstances, and what mix of factors tends to produce adoptable innovations. Our case study investigates an ongoing initiative to introduce patient-oriented web-based services in hospital settings. In the analysis of the case we point to the relation between the technologies employed and the tactics identified. Our analysis emphasises (1) the role of thinking in terms of affordable losses, (2) the role of alliance building (3) the role of flexible web-based technologies. Building on these core aspects we thematise frugal approaches to novelty and we propose that the concept of effectuation can be useful for exploring change dynamics that transcend the organic/planned and grassroots/top-down divides

Accountability in Managing Artificial Intelligence: State of the Art and a way forward for Information Systems Research

Establishing accountability for Artificial Intelligence (AI) systems is challenging due to the distribution of responsibilities among multiple actors involved in their development, deployment, and use. Nonetheless, AI accountability is crucial. As AI can affect all aspects of private and professional life, the actors involved in AI lifecycles need to take responsibility for their decisions and actions, be ready to respond to interrogations by those affected by AI and held liable when AI works in unacceptable ways. Despite the significance of AI accountability, the Information Systems research community has not engaged much with the topic and lacks a systematic understanding of existing approaches to it. This paper present the results of a comprehensive conceptual literature review that synthetizes current knowledge on AI accountability. The paper contributes to the IS literature by providing (i) conceptual clarification mapping different accountability conceptualizations; (ii) a comprehensive framework for AI accountability challenges and actionable responses at three different levels: system, process, data and; (iii) a framing of AI accountability as a a socio-technical and organizational problem that IS researchers are well-equipped to study highlighting the need to balance instrumental and humanistic outcomes