A manifesto for a socio-technical approach to NHS and social care IT-enabled business change - to deliver effective high quality health and social care for all

80% of IT projects are known to fail. Adopting a socio-technical approach will help them to succeed in the future. The socio-technical proposition is simply that any work system comprises both a social system (including the staff, their working practices, job roles, culture and goals) and a technical system (the tools and technologies that support and enable work processes). These elements together form a single system comprising interacting parts. The technical and the social elements need to be jointly designed (or redesigned) so that they are congruent and support one another in delivering a better service. Focusing on one aspect alone is likely to be sub-optimal and wastes money (Clegg, 2008). Thus projects that just focus on the IT will almost always fail to deliver the full benefits

Unpacking multiculturalism in the ICT workplace: Differences in responses to workplace situations for English and non-English speaking backgrounds

This paper presents a detailed ethnographic study of the design problems of a major national IT system in UK child protection and welfare services. The implementation of the Integrated Children’s System (ICS) has disrupted social work practice and engendered growing professional resistance, prompting a fundamental review of its design. Marshall McLuhan’s concept of chiasmus is a central feature of the analysis presented here of the tribulations of the ICS. Chiasmus refers to the tendency of any system, when pushed too far, to produce unintended contradictory effects, and is an intrinsic feature of the behaviour of complex, socio-technical systems. The dysfunctions of the ICS provide a pertinent, large-scale example. The ICS constitutes an attempt, via technological means, to reorganize child welfare services in the UK. Whilst aimed at improving child safety, the ICS has had the opposite effect of increasing the potential for error. This chiasmus has been exposed through the multi-site ethnography reported here, which shows how rigidly designed processes, enforced by IT systems, force social work professionals into unsafe investigative and recording practices which put children at greater risk. The paper ends by proposing an alternative approach to design, based on proven socio-technical precepts, emphasizing the principles of minimum critical specification, usercenteredness and local autonomy

Threshold Load Balancing with Weighted Tasks

We study threshold-based load balancing protocols for weighted tasks. We are given an arbitrary graph G with n nodes (resources, bins) and m > n tasks (balls). Initially the tasks are distributed arbitrarily over the n nodes. The resources have a threshold and we are interested in the balancing time, i.e., the time it takes until the load of all resources is below the threshold. We distinguish between resource-based and user based protocols. In the case of resource-based protocols resources with a load larger than the threshold are allowed to send tasks to neighbouring resources. In the case of user-based protocols tasks allocated to resources with a load above the threshold decide on their own whether to migrate to a neighbouring resource or not. For resource-controlled protocols we present results for arbitrary graphs. Our bounds are in terms of the mixing time (for above-average thresholds) and the hitting time (for tight thresholds) of the graph. We relate the balancing time of resource-controlled protocols for above-average thresholds in arbitrary graphs to the mixing time of the graph and to the hitting time for tight thresholds. Our bounds are tight and, surprisingly, they are independent of the weights of the tasks. For the user-controlled migration we consider complete graphs and derive bounds for both above-average and tight thresholds

Self-stabilizing Balls & Bins in Batches: The Power of Leaky Bins

A fundamental problem in distributed computing is the distribution of requests to a set of uniform servers without a centralized controller. Classically, such problems are modelled as static balls into bins processes, where m balls (tasks) are to be distributed to n bins (servers). In a seminal work, [Azar et al.; JoC'99] proposed the sequential strategy Greedy[d] for n = m. When thrown, a ball queries the load of d random bins and is allocated to a least loaded of these. [Azar et al.; JoC'99] showed that d=2 yields an exponential improvement compared to d=1. [Berenbrink et al.; JoC'06] extended this to m ⇒ n, showing that the maximal load difference is independent of m for d=2 (in contrast to d=1). We propose a new variant of an infinite balls into bins process. In each round an expected number of λ n new balls arrive and are distributed (in parallel) to the bins and each non-empty bin deletes one of its balls. This setting models a set of servers processing incoming requests, where clients can query a server's current load but receive no information about parallel requests. We study the Greedy[d] distribution scheme in this setting and show a strong self-stabilizing property: For any arrival rate λ=λ(n) < 1, the system load is time-invariant. Moreover, for any (even super-exponential) round t, the maximum system load is (w.h.p.) O(1 over 1-λ•logn over 1-λ) for d=1 and O(log n over 1-λ) for d=2. In particular, Greedy[2] has an exponentially smaller system load for high arrival rates

Plurality consensus in arbitrary graphs : lessons learned from load balancing.

We consider plurality consensus in networks of n nodes. Initially, each node has one of k opinions. The nodes execute a (randomized) distributed protocol to agree on the plurality opinion (the opinion initially supported by the most nodes). In certain types of networks the nodes can be quite cheap and simple, and hence one seeks protocols that are not only time efficient but also simple and space efficient. Typically, protocols depend heavily on the employed communication mechanism, which ranges from sequential (only one pair of nodes communicates at any time) to fully parallel (all nodes communicate with all their neighbors at once) and everything in-between. We propose a framework to design protocols for a multitude of communication mechanisms. We introduce protocols that solve the plurality consensus problem and are, with probability 1-o(1), both time and space efficient. Our protocols are based on an interesting relationship between plurality consensus and distributed load balancing. This relationship allows us to design protocols that generalize the state of the art for a large range of problem parameters

Plurality Consensus in Arbitrary Graphs: Lessons Learned from Load Balancing

We consider plurality consensus in networks of n nodes. Initially, each node has one of k opinions. The nodes execute a (randomized) distributed protocol to agree on the plurality opinion (the opinion initially supported by the most nodes). In certain types of networks the nodes can be quite cheap and simple, and hence one seeks protocols that are not only time efficient but also simple and space efficient. Typically, protocols depend heavily on the employed communication mechanism, which ranges from sequential (only one pair of nodes communicates at any time) to fully parallel (all nodes communicate with all their neighbors at once) and everything in-between. We propose a framework to design protocols for a multitude of communication mechanisms. We introduce protocols that solve the plurality consensus problem and are, with probability 1-o(1), both time and space efficient. Our protocols are based on an interesting relationship between plurality consensus and distributed load balancing. This relationship allows us to design protocols that generalize the state of the art for a large range of problem parameters

THE CHIASMUS OF DESIGN: PARADOXICAL OUTCOMES IN THE E-GOVERNMENT REFORM OF UK CHILDREN’S SERVICES

This paper presents a detailed ethnographic study of the design problems of a major national IT system in UK child protection and welfare services. The implementation of the Integrated Children’s System (ICS) has disrupted social work practice and engendered growing professional resistance, prompting a fundamental review of its design. Marshall McLuhan’s concept of chiasmus is a central feature of the analysis presented here of the tribulations of the ICS. Chiasmus refers to the tendency of any system, when pushed too far, to produce unintended contradictory effects, and is an intrinsic feature of the behaviour of complex, socio-technical systems. The dysfunctions of the ICS provide a pertinent, large-scale example. The ICS constitutes an attempt, via technological means, to reorganize child welfare services in the UK. Whilst aimed at improving child safety, the ICS has had the opposite effect of increasing the potential for error. This chiasmus has been exposed through the multi-site ethnography reported here, which shows how rigidly designed processes, enforced by IT systems, force social work professionals into unsafe investigative and recording practices which put children at greater risk. The paper ends by proposing an alternative approach to design, based on proven socio-technical precepts, emphasizing the principles of minimum critical specification, usercenteredness and local autonomy

Threshold Load Balancing With Weighted Tasks

We study threshold-based load balancing protocols for weighted tasks. We are given an arbitrary graph G with n nodes (resources, bins) and m≥n tasks (balls). Initially the tasks are distributed arbitrarily over the n nodes. The resources have a threshold and we are interested in the balancing time, i.e., the time it takes until the load of all resources is below or at the threshold. We distinguish between resource-based and user-based protocols. In the case of resource-based protocols resources with a load larger than the threshold are allowed to send tasks to neighbouring resources. In the case of user-based protocols the tasks make the migration decisions and we restrict ourselves to the complete graph in the model. Any task allocated to a resource with a load above the threshold decides whether to migrate to a neighboring resource independently of the other tasks. For resource-controlled protocols we present results for arbitrary graphs. For the user-controlled migration we consider complete graphs and derive bounds for both above-average and tight thresholds