Process Change From User Requirements Elicitation: A Case Study
of Documents in a Social Services Agency
Process Change From User Requirements Elicitation: A Case Study
of Documents in a Social Services Agency
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Date
1998-10-15
Authors
Greene, Stephan
Advisor
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Abstract
The Maryland Department of Juvenile Justice (DJJ) is seeking a
new information system to replace its legacy system for youth case
management. The major goal of the new information system is to
improve the process of juvenile case management, and thus
deliver more effective services to youths, by better facilitating the
tracking of case information and the production and handling of case-
related documents. The primary challenge in designing the new
system is to integrate optimally the appropriate components of
existing processes, information, and documents. Our approach has
shown that fostering user discussion and review of existing
documents is extremely valuable in defining existing processes and
information requirements, and effectively highlights areas
where valuable process changes can be made and what system
features are needed to support them. Subsequently linking user
requirements for documents with innovative graphic user interface
techniques can integrate diverse information for users and can
affect additional positive changes to organizational processes.
(Also cross-referenced as CAR-TR-827)