1. Parkinsons Law and Bureaucracy 2.0 Jonas Sderstrm Intranets2014 Sydney The digital workplace: How to avoid

2. @jonas_blind_hen #intranets2014 #bureaucracy2 #stupidsystem 3. 1994 4. Create new document 5. Photo: Maria lbrant 6. Enterprise software sucks 7. The digital workplace as a cause of stress 8. Angry, stressed, frustrated with IT 3400 2012 M T W T F 9. Biggest source of frustration in the ofce? 1. Slow web applications 2. Computer 3. Printer 4. Boss 5. Meetings 1000 2012 10. Sydney Morning Herald, 20 May 2014 11. Sydney Morning Herald, 20 May 2014 12. 0 5 10 15 Insecure 24h work On alert Dangers 26 % Causing stress IT Systems 3700 2013 13. from 145 to 313 clicks With new system Renew weapons licence mean 2 hr 52 m Write 1 report, shoplifting 14. Typical causes 15. Too many systems 16. Treserva (social security system) WebbSotis (old social security system) Gira (internal invoicing) Horisonten (accounting) Prognosprogram (economy) Winst (procurement portal) Rappet (client reports) Personec (HR reports) Time Care (work schedule) Winlas Webb (temps worked hours) Time Care pool (assigning temps) Lisa (accident reporting) Adato (rehabilitation process management) Oentliga jobb (recruiting) Telephone self-service system 17. Karolinska University Hospital Library, Feb. 18 110 employees 117 systems 18. Systems are different 19. Liza reports hours worked in two systems: one uses point, the other comma 1.5 hrs 1,5 hrs 20. 1.5 hrs 1,5 hrs What happens if she uses a comma in the system that wants a point? 1,5 hrs 21. System ignores comma and records 15 hours, without any error message. 15 hrs 22. Put in vacation plans - how often? Hard to learn ...how did you handle this system, then? Even if each system is used quite seldom some system is used each month or week. Used seldom, but ... 23. x-ray delta one/flickr under a cc-license YOUR PROJECT 24. The users experience pchweat/flickrundercc-license 25. Burden of vigilance 26. stupidsystem.org: The doctor that rocks the mouse Photo: Henrik Ahln 27. Inferior design 28. 1 2 3 4 Next >> Basket Shipping Confirm Pay 29. How to pay the invoice? 30. But people are also ingenious 31. Photo: Richard Gatarski 32. Photo: Richard Gatarski 33. Chores, not work 34. Process managment Documentation Command and control 35. Controls my work in an annoying and unreasonable way 8000 2012 36. ... all the software designed to save us from administrative responsibilities turned us into part- or full-time administrators David Graeber 37. IT command & control + 38. Cognitive load on an entirely new scale 39. Sand Hill 2012 Enterprise systems study 17% end user productivity loss 300 The economic value of losses outweighs 100% of total IT spend. Ouch. 40. How can this go on? 41. ...we are stied by administrative systems Professors and teachers at Uppsala University 42. 1% +6%+5% +4% +3% +2% 2% +1% 43. C Northcote Parkinson 44. Parkinsons law 45. Bureaucracy 2.0 46. Bureaucracy 1.0 Bureaucracy 2.0 47. Growth of bureaucracy +6 % 48. VALUEI suggest, IT systems are often really not about this. 49. POWERIts about power for management. 50. does NOT set concrete goals for new business system 85 % ComputerSweden 2010 51. 40 % abandonedf.ex. Chaos studies, Standish Group 52. No clear reason or idea behind the IT system 8000 2012 53. What to do? 54. What you need to consider 55. See the whole picture 56. Fight bureaucracy ... even when its wrapped in IT. 57. is like trying to get the toothpaste back into the tube Fighting bureacracy 58. Find real business impacts... not functions! 59. JeremyToeman/Flickr If nobody is using it, it doesnt matter how many smart functions it boasts. Value positive impact from IT is created in use 60. JeremyToeman/Flickr 61. Cognitive load is real. Youre responsible. 62. The whole team should observe users. Photo: Richard Gatarski 63. Demand consumer- grade usability 64. Jan Gulliksen, Bengt Gransson and sa Cajander 15 years 65. But its not just about the interface. 66. Are you really empowering users? 67. Empowerment Trust Self-organizing Freedom Control Distrust vs 68. See the whole picture Cognitive load is real Are you really empowering users? Once again: 69. Further reading 1 David Boyle: The Human Element Gary Hamel: What matters now John Seddon: Freedom from Command & Control 70. Further reading 2 Gojko Adzic: Impactmapping impactmapping.org Henrik Kniberg: How we got rid of time reports a story of waste elimination http://bit.ly/1m7424d 71. Sources & links Investing in mental health pays o, study shows (May 20, 2014) http://www.theage.com.au/victoria/investing-in- mental-health-pays-o-study- shows-20140519-38k7p.html#ixzz32PFP9UsT Enterprise software is the land that UX design forgot Breaking Through the Enterprise-UX Disconnect http://blogs.gartner.com/brian_prentice/2014/01/29/ breaking-through-the-enterprise-ux-disconnect/ 72. 17% end user productivity loss: 2012 IT Adoption Insight Survey Reveals Disturbing Level of Enterprise Productivity Loss (March 5, 2012) http://sandhill.com/article/2012-it-adoption-insight- survey-reveals-disturbing-level-of-enterprise- productivity-loss/ David Graeber on administration Of Flying Cars and the Declining Rate of Profit The Baer, March 2012 http://thebaer.com/past/of_flying_cars Mental health failing costs business $11b (May 20, 2014) http://www.smh.com.au/national/mental-health- failing-costs-business-11b-20140519-38k5r.html 73. Thank you!Mail: jonas.soderstrom@inuse.se Twitter: @Jonas_Blind_Hen Site: stupidsystem.org inuse.se Slideshare: Jonas_inUse