Effectiveness considerations for end-user computing applications in multiple-location environments

Critical distinctions can be made between broad classifications of end user computing applications known as enterprise-wide computing situations and the more focused requirements for dispersed or multiple-location environments. Attaining efficiency in administrative informa­ tion management systems is the objective in both cases. This paper discusses the coordination, design, programming and training efforts associated with a management information system which spans geographically dispersed offices (multiple-locations) of an enterprise. The focus of the application development project was to eliminate the requirement for each of the offices to have specialized application packages and to help ensure uniformity in reporting. INTRODUCTION Enterprise computing, in the context of academic and administrative environments as seen by Fisher and Moore (1992) can be defined as a tightly linked system of computers and termi­ nals in an organization which is designed to provide applications and information from both internal and external sources. In the broader context, the organization considered for enterprise computing discussions is at a single location. In the context of this paper, the organization is dispersed, i.e., it has distinct representations at multiple-locations. End-user computing con­ cepts should be considered differently for the multiple-location scenario. This paper takes most generally accepted definitions of end-user computing and extends them to encompass functions and requirements which exist at each of the 30 offices of an organization. The system of com­ puters or network in this case is considered to be a single organization. The central focus of the paper is to recognize that tlie effectiveness of resultant end user programs and applications for the organization in this environment is dependent upon the acceptance of some basic concepts of end-user computing. Other discussions explain that often it may be prudent to counter the basic tenets of end user computing or programming. The central idea presented in the paper is that efficiency is sometimes not based only on cost considerations. Of significance is the recog­ nition given to the importance of and adherence to the actual procedures and actions for which the end user initially requiied the program and/or application. The obvious implication here is one of continuous quality improvement with respect to both the application and the function or activity which required it. 21 1 Sessum: Effectiveness considerations for end-user computing applications Published by CSUSB ScholarWorks, 1994 Journal of International Information Management Volume 3, Special Edition The scenario used for this paper is the network of Single Parent/Displaced Homemakers (SP/DH) Coordinators, a network of thirty offices/sites which operates under the program name New Connections in Georgia. The organizational concept in this presentation is because the network in this case is made up of thirty offices which are administered from various Technical and Adult Education Institutes located across the state. Each of the thirty offices of the network provides the following three basic services for their respective clients: 1. Life Skills Workshops 2. Management Skills Training 3. SessionsAVorkshops and Career Assessment Services to include advisement and placement counseling Each office is minimally staffed with a coordinator who is effectively both the administra­ tor and staff for the office. Generally, the coordinators are not particularly adept or proficient in computer-oriented activities. They, nonetheless, have distinct information management needs which can readily be met by using computers. Throughout this paper, these coordinators will be referred to as end users. COORDINATION An initial contact with the Chatahoochee Technical Institute, one of the thirty locations of the New Connections in Georgia program, generated the organizational focus of this presenta­ tion. The initial contact was for assistance and guidance in accomplishing tasks which were in line with traditional end-user computing concepts. Subsequent interactions with the initial site suggested that the same applications would be required at the remaining twenty-nine sites; how­ ever, program differences such as agencies and services available at the various sites as well as differences in client needs, suggested different applications for each of the respective sites. Since the New Connections in Georgia program is federally funded, the source and appli­ cation of funds requirement was obviously critical. In the context of the paper, this requirement may be interpreted as it relates to the traditional accounting requirement of showing where funds come from (source) and how they are expended (application). Beyond this basic need, however, was the more fundamental one of assessment, i.e., monitoring and reporting on the actual services provided compared to the actual needs of the clients served. The source and application tasking was a rather straightforward function. The real chal­ lenge, with respect to the diversity of the respective offices which are located throughout the state of Georgia, was one of standardizing or benchmarking the assessment methods of the offices. The assessment tasking, in this context, becomes a means of attaining effectiveness and sustaining the quality of the overall program. Recognition of the existence of commercially available software application packages which were designed to report on similar programs caused initial concern with respect to the precepts of traditional end user computing concepts. For example, some notable information systems texts such as Lucas (1990) define end user computing in terms of using ... very high 22 2 Journal of International Information Management, Vol. 3 [1994], Iss. 3, Art. 2 http://scholarworks.lib.csusb.edu/jiim/vol3/iss3/2 Journal of International Information Management level computer languages ... so that users can extract data for information management (report­ ing) purposes. More timely and realistic views, such as the one presented by OLeary (1993), address the use of prewritten programs, to include programs developed for readily available software application packages, as viable end user computing approaches. The latter approach is distinguished from very parochial and specific programs such as, in this case, a total informa­ tion management package ivhich was developed for a program in Florida which is similar to Georgia's New Connections program. Beyond the cost prohibitive nature of specialized packages, consideration must be given to the fact that such packages are developed for reporting on specific features and requirements of the respective state(s). Converting the unique packages so they can be used to report on features of other programs, in this case Florida's program for the New Connections in Georgia program, was estimated to be both time and cost prohibitive. The concept of end-user program­ ming thus took on real significance. Thus, the approach decided upon in this case was to begin with discussions of the requisite and relevant actions of determining the objectives of the moni­ toring, reporting and assessment functions previously performed by the sites in the network and the desired functions of an idealized system. An ancillary benefit expected from this approach would be to demonstrate how end-user computer actions could actually affect the functions on which the resultant application would report. The objectives were realized because the end user(s) were required to design report(s) which reflected action(s) they actually performed to serve respective client needs! Redundancies that showed up in reports were essentially caused by redundancies that occumsd in the functional activities. Focused, streamlined and more useful reports were designed. In effecting the coordination phase of this project, both academic {procedural or nominal) as well as utility or applications-oriented (practical or pragmatic) aspects of end-user comput­ ing concepts were considered. This particular approach provided useful perspectives for en­ hancing the understanding of the status of and prospects for end user computing in a typical network environment or organization. DESIGN With respect to cost considerations, the initial design and planning aspects for the project were oriented at precluding excessive software costs which would be caused by redundant soft­ ware across the multiple locations for the organization. An example of this concept is that one plan might require copies of spreadsheet, database management and forms management soft­ ware programs at each of the thirty network locations. The concept of efficiency comes to the fore when the utility of the forms management software is evaluated. A typical basic question might be, "Can the final report be formulated without using a specializedmanagement tool?" In a similar vein, a distinction had to be made between traditional end-user programming and the use of commercial software application packages which might facilitate and/or enhance normal office operation and m.anagement. For example, it is highly unlikely that any business office having a microcomputer would not also have some word processing package available, simply for routine correspondence. The same office should also have some basic spreadsheet