From bureaucracy to technocracy in a social welfare agency: a cautionary tale

Electronic information systems (IS) have been implemented quite extensively in social welfare agencies the North America, Europe and Australasia and the problems that have arisen have been well documented by researchers. In the Asia Pacific region, IS are less common in social welfare agencies, though many agencies are increasingly expected to implement one. This paper reports on an ethnographic study of an agency in Australia during the initial phases of developing and designing an IS and provides timely insights which may assist in avoiding the costly mistakes and unintended consequences that have arisen elsewhere.