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Abstract: In complex socio-technical systems, robustness is achieved through interaction between the technical structure of the system and the social and organizational structure of the operators who run the system. While the need for human oversight of complex systems is widely recognized, the impact of organizational factors on the effectiveness of the oversight function is not well understood. We have studied the social interactions between supervision and maintenance operators of the largest French telecom operator, using techniques from the sociology of organizations. Detailed analysis of the social network formed by these operators has allowed us to identify a number of factors that contribute positively or negatively to the robustness of the system.

Abstract: In recent years governmental actors have become more and more dependent on IT systems for their responsibilities in a crisis situation. To avoid unexpected problems with the dependability of IT systems in the aftermath of a crisis it is important that such risks are identified and that measures can be taken to reduce the dependence on systems that could be unreliable. This paper describes two case studies exploring how Swedish municipalities incorporate IT systems in their emergency planning. The study focuses especially on how different actors within a municipality cooperate to analyse the risks of depending on IT systems in critical situations. The study shows that today there is much room for improvement, especially in the communication between IT personnel and emergency managers. Finally, this paper describes the requirements for a process improvement framework that can assist governmental actors in analysing and improving their dependency on IT systems in emergency management.

Keywords: Civil defense; Disasters; Information systems; Risk assessment; Risk management; Crisis situations; Dependability; Emergency management; Emergency planning; IT management; Municipal emergencies; Process improvement frameworks; Vulnerability analysis; Human resource management

Track: Open Track

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	Ivan Boissières, & Eric Marsden. (2005). Organizational factors of robustness. In B. C. B. Van de Walle (Ed.), Proceedings of ISCRAM 2005 – 2nd International Conference on Information Systems for Crisis Response and Management (pp. 117–122). Brussels: Royal Flemish Academy of Belgium. Abstract: In complex socio-technical systems, robustness is achieved through interaction between the technical structure of the system and the social and organizational structure of the operators who run the system. While the need for human oversight of complex systems is widely recognized, the impact of organizational factors on the effectiveness of the oversight function is not well understood. We have studied the social interactions between supervision and maintenance operators of the largest French telecom operator, using techniques from the sociology of organizations. Detailed analysis of the social network formed by these operators has allowed us to identify a number of factors that contribute positively or negatively to the robustness of the system. Keywords: Information systems; Social networking (online); Dependability; Organizational factors; Organizational structures; Social interactions; Sociotechnical systems; Technical structures; Telecom operators; Telecoms supervision; Social sciences Track: RESEARCH METHODS Share to FB \| Save citation: RTF PDF LaTeX \| Export record: Atom XML MODS XML OAI_DC XML ODF XML SRW_DC XML SRW_MODS XML
	Kim Weyns, & Martin Höst. (2009). Dependability of IT systems in municipal emergency management. In S. J. J. Landgren (Ed.), ISCRAM 2009 – 6th International Conference on Information Systems for Crisis Response and Management: Boundary Spanning Initiatives and New Perspectives. Gothenburg: Information Systems for Crisis Response and Management, ISCRAM. Abstract: In recent years governmental actors have become more and more dependent on IT systems for their responsibilities in a crisis situation. To avoid unexpected problems with the dependability of IT systems in the aftermath of a crisis it is important that such risks are identified and that measures can be taken to reduce the dependence on systems that could be unreliable. This paper describes two case studies exploring how Swedish municipalities incorporate IT systems in their emergency planning. The study focuses especially on how different actors within a municipality cooperate to analyse the risks of depending on IT systems in critical situations. The study shows that today there is much room for improvement, especially in the communication between IT personnel and emergency managers. Finally, this paper describes the requirements for a process improvement framework that can assist governmental actors in analysing and improving their dependency on IT systems in emergency management. Keywords: Civil defense; Disasters; Information systems; Risk assessment; Risk management; Crisis situations; Dependability; Emergency management; Emergency planning; IT management; Municipal emergencies; Process improvement frameworks; Vulnerability analysis; Human resource management Track: Open Track Share to FB \| Save citation: RTF PDF LaTeX \| Export record: Atom XML MODS XML OAI_DC XML ODF XML SRW_DC XML SRW_MODS XML