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Socio-technical systems analysis of the organizational problems in Mid-Staffordshire NHS Foundation Trust hospital 2005-2009.
Source publication
As a discipline, design science has traditionally focused on designing products and associated technical processes to improve usability and performance. Although significant progress has been made in these areas, little research has yet examined the role of human behaviour in the design of socio-technical systems (e.g., organizations). Here, we arg...
Contexts in source publication
Context 1
... second concerns the fatal Grayrigg rail accident in Cumbria, UK, in 2007, representing an acute malfunction in a meso-level socio-technical system (i.e., large team). Our analyses of the case studies are described in detail in Section 2 and summarized in Figures 2 and 3, respectively, where the directional arrows indicate the nature of the causal relationships we describe. ...
Context 2
... common factor concerns the dominant goals and metrics driving local behaviour in the system where the malfunction occurs. For example, in Mid-Staffordshire NHS Foundation Trust hospital, management were focused on financial requirements to achieve 'Trust' status to the relative exclusion of patient care and these priorities were passed onto the staff on the ground (see Figure 2). Similarly at Grayrigg, the local system prioritized the rail track modernization programme to the relative exclusion of ongoing maintenance and indeed reduced the amount of maintenance time available (see Figure 3). ...
Citations
... The field of security research commonly relies on the socio-technical system (STS) theory as an information system framework (Gupta and Sharman, 2008). To enhance the STS approach and anticipate potential system malfunctions, a modified version known as predicting malfunctions in socio-technical systems (PreMiSTS) has been developed (Clegg et al., 2017). As shown in Table 2, the PreMiSTS process involves nine cyclic and iterative steps to ensure learning and continuous improvement. ...
... Visit, audit, improve and validate Sources: Created by authors; Clegg et al. (2017) consequences, interaction or condition. Context represents the construct or dimension of similar codes, consequences pertains to output codes, interaction encompasses process codes and condition contains supportive codes. ...
Purpose
This paper aims to develop a framework for critical information infrastructure (CII) protection in smart government, an alternative measure for common cybersecurity frameworks such as NIST Cybersecurity Framework and ISO 27001. Smart government is defined as the government administration sector of CII due to its similarity as a core of smart technology.
Design/methodology/approach
To ensure the validity of the data, the research methodology used in this paper follows the predicting malfunctions in socio-technical systems (PreMiSTS) approach, a variation of the socio-technical system (STS) approach specifically designed to predict potential issues in the STS. In this study, PreMiSTS was enriched with observation and systematic literature review as its main data collection method, thematic analysis and validation by experts using fuzzy Delphi method (FDM).
Findings
The proposed CII protection framework comprises several dimensions: objectives, interdependency, functions, risk management, resources and governance. For all those dimensions, there are 20 elements and 41 variables.
Practical implications
This framework can be an alternative guideline for CII protection in smart government, particularly in government administration services.
Originality/value
The author uses PreMiSTS, a socio-technical approach combined with thematic analysis and FDM, to design a security framework for CII protection. This combination was designed as a mixed-method approach to improve the likelihood of success in an IT project.
... STS theory continues to evolve. The hexagon framework (Fig. 2), developed by Davis et al, presents the social aspects of people, culture and goals and the technical components of technology, infrastructure, and processes [12,13]. This model conceptualises that a change in one element will result in an impact on another aspect. ...
... The Leeds University Business School have used the hexagon framework on a variety of projects including computer systems, new services, organisational resilience, behaviour change, knowledge management, telehealth and productivity [14]. Clegg et al used this model to look at organisational problems which led to breakdowns in patient care and safety at the Mid-Staffordshire National Health Service Foundation Trust Hospital [12]. Using the hexagon model, Clegg et al described the relationship between social and technical elements in the ndings. ...
... Elements of the Socio-technical Model Socio-technical system theory studies the relationships and dependencies between sub-systems at the micro (individual), meso (team) and macro (organisation/industry) levels [12]. Table 1 presents the four socio-technical systems theory models and their elements. ...
Socio-Technical Systems Theory has gained popularity in recent years in the digital health field. To better understand how socio-technical systems can be used to research the health information management field, this paper explores socio-technical systems from its origin, four different approaches, elements of these frameworks, and their application in various studies. Leveraging knowledge gained from other industries on using socio-technical systems, an example of privacy demonstrates the application of this theory in a current study which is examining HIM professionals’ contribution to patient safety in Australian acute hospitals. The article further explores why this approach is a suitable model for studying this workforce and why this theory continues to be relevant today.
... A transição da teoria sociotécnica entre disciplinas resultou em variações em sua aplicação, desde a descrição de sistemas complexos até estudos empíricos (Griffith e Gougherty (2001). Um modelo importante, explorado nessa pesquisa, é o chamado modelo hexagonal, com seis componentes inter-relacionados em sistemas sociotécnicos: objetivos, pessoas, processos/procedimentos, cultura, tecnologia e infraestrutura (Clegg, 2017). ...
... Verificou-se por meio desse estudo a importância de compreender os obstáculos enfrentados pelas empresas de manufatura tradicional ao elaborar argumentos convincentes para a digitalização. A análise revelou que esses desafios podem ser categorizados com base no modelo proposto por Clegg et al. (2017), que abrange áreas relacionadas a seis categorias. O modelo de Estrutura Hexagonal de Sistemas Sociotécnicos é apropriado para avaliar a digitalização em empresas de manufatura no Brasil, considerando sua abordagem completa, contexto cultural, alinhamento de objetivos, tecnologia, processos, flexibilidade, ambiente físico e identificação de lacunas. ...
Introdução/Problematização: A digitalização está transformando as indústrias de manufatura por todo o mundo, contudo, no Brasil, a falta de adoção eficaz está causando perdas significativas para toda a cadeia de valor. São identificadas complexas barreiras que as empresas de manufatura enfrentam para ter uma digitalização efetiva. Embora, exista modelos de avaliação da Digitalização em empresas de manufatura, é necessário o desenvolvimento de adaptações para avaliação desse aspecto em empresas tradicionais de manufatura no Brasil. Objetivo/proposta: Este estudo tem três objetivos principais: i) revisar e consolidar o conhecimento atual sobre os desafios enfrentados pelas empresas de manufatura tradicionais no Brasil na adoção da digitalização; ii) propor um modelo de avaliação do grau de digitalização com base no modelo de Clegg (1979), identificando dimensões relevantes para analisar a evolução atual; e iii) criar uma agenda de pesquisa para orientar futuras investigações em setores e empresas específicos. Procedimentos Metodológicos: Os procedimentos metodológicos deste texto abrangem a análise crítica da teoria sociotécnica, sua evolução, e a contextualização dos desafios da digitalização na indústria de manufatura brasileira. Um modelo baseado na Estrutura Hexagonal de Sistemas Sociotécnicos de Clegg é apresentado para avaliar a digitalização nas empresas. Um questionário começa a ser desenvolvido como ferramenta crucial para obter dados de qualidade sobre a digitalização nas organizações. Principais Resultados: Foram revisados e consolidados os desafios enfrentados pelas empresas de manufatura tradicionais na literatura existente. Além disso, um modelo de avaliação do grau de digitalização, foi proposto, identificando dimensões relevantes para analisar a evolução atual. Por fim, uma agenda de pesquisa pode ser pensada para orientar investigações em setores e empresas específicos, consolidando assim os resultados alcançados. Considerações Finais/Conclusão: os desafios da digitalização na indústria de manufatura foram abordados por meio do desenvolvimento de um modelo de avaliação, fundamentado na Estrutura Hexagonal de Sistemas Sociotécnicos, juntamente com a criação de um questionário
... A socio-technical system consists of social and technical components that contribute directly or through other components to the common goals of the system [74]. Clegg et al. [75] described the socio-technical approach as a framework of complex relationships between technical factors (technology, infrastructure, processes) and social factors (people, culture, goals), where changes in one element in the system will cause/require changes in the other elements. Table 1 presents examples of fundamental problems regarding the five aspects that are commonly found in the upstream watersheds based on the research experience of the authors. ...
In Indonesia, 2145 watersheds currently need to be restored, where around 21 million people spread over ± 23,000 villages live below the poverty line with a high dependence on forests. This condition requires an integrated approach in watershed management, which is aimed at technically restoring environmental conditions and ensuring the welfare of the people in it. One of the strategic approaches that can be taken is to revive local wisdom and traditional knowledge (TK), which has been eroded and neglected, and integrate them with technical approaches based on modern science and knowledge. Based on the author’s research and literature studies, this paper discusses the theoretical framework and implementation practices in integrating traditional knowledge into a science-based sociotechnical system to manage upstream watersheds sustainably. Based on the empirical evidence, efforts to create good biophysical and socio-economic watershed conditions can only be achieved through the active participation of farmers in adopting and integrating scientific technology into their traditional knowledge. This integration is realized in designing and implementing watershed management technology by considering the principles of suitability, applicability, feasibility, and acceptability. In the long term, it is necessary to document TK, patent it, and transfer it to the next generation to ensure that indigenous peoples’ and local communities’ social, cultural, and economic interests are protected.
... These methods contrast with reductionist methods, which might seek to focus on human characteristics causing mobile phone use (e.g., Chen, 2007). Examples of sociotechnical systems methods are PreMiSTS , systems scenarios (Challenger & Clegg, 2011;Hughes et al., 2017), or the sociotechnical systems framework (Challenger & Clegg, 2011;Davis et al., 2014;Clegg et al., 2017). The latter structures the identification of explicit combinatorial influences among six factor types, including three social or "soft" types-roles, goals, and cultural factors-and three technical/structural or "hard" types-technological, procedural, and infrastructural factors. ...
Occupational Applications
Results of a survey of drivers working for two bus companies in Norway suggest that 20% of drivers sometimes use a mobile phone while driving, even though it is not permitted. Sociotechnical analysis of the system surrounding drivers at one of the companies elicited ways in which social and technical factors combined to support mobile phone use by bus drivers. These factors were arranged under four themes: increased societal dependence on technology; developments in bus driver culture; the need for bus drivers to resolve conflicting goals; and a lack of belief in adverse consequences of using mobile phone while driving. Our findings (i) support claims that driver-centered analyses of mobile phone use or other traffic safety challenges are an insufficient basis for the development of measures and should be supplemented by sociotechnical analyses; and (ii) can inspire the design of more comprehensive measures to help reduce mobile phone use and road safety risks.
... There are several different socio-technical models and methods, and tools used to understand, explain, prevent, and even predict, events, incidents, and crises in sociotechnical systems. Clegg et al. have proposed the PreMiSTS method to predict and prevent malfunctions in socio-technical systems (PreMiSTS) [10]. Al Sabbagh has proposed an STS framework to design a cyber security warning system and to perform threat analysis of software supply chains [11]. ...
In this paper, we present on ongoing research to use a socio-technical privacy, information security and cybersecurity model to support the design, development and delivery processes of health care services for aging in place. The current research in gerontechnological services development is reviewed, and experiences from the use of serious games to evaluate the model are outlined.
... Siemieniuch and Sinclair (2014) described sociotechnical issues involved in the study and design of systems of systems. Other efforts represent methodological advances, such as Hoffman and Hancock's (2017) effort to measure resilience, an emergent system property, Elix and Naikar's (2020) development of organizational possibilities diagrams relating to adaptation and the method for Predicting Malfunctions in Sociotechnical Systems (PreMiSTS; Clegg et al., 2017). Nonetheless, empirically driven, theoretical models of system interactions and methods to predict system behavior and outcomes remain opportunities for further development, hindering the HFE systems approach Dul et al., 2012;Salmon et al., 2017;Waterson et al., 2015). ...
Objective:
We explore relationships between barriers and facilitators experienced by users to understand dynamic interactions in sociotechnical systems and improve a mobile phone-based augmented reality application that teaches users about the contents of a standardized pediatric code cart.
Background:
Understanding interactions between performance obstacles and facilitators can provide guidance to (re)designing sociotechnical systems to improve system outcomes. Clinicians should know about contents and organization of code carts, and an augmented reality mobile application may improve that knowledge but changes the sociotechnical system in which they learn. Prior work identified barriers and facilitators impacting the use of this application-participants described dimensions together, indicating interactions that are explored in the current study.
Method:
We conducted four focus groups (number of clinicians = 18) and two interviews with clinicians who used the application. We performed a secondary analysis of focus group data exploring interactions between previously identified barriers and facilitators to application use. We used epistemic network analysis to visualize these interactions.
Results:
Work system barriers interacted with barriers and facilitators interacted with facilitators to amplify cumulative negative or positive impact, respectively. Facilitators balanced barriers, mitigating negative impact. Facilitators also exacerbated barriers, worsening negative impact.
Conclusion:
Barriers and facilitators interact and can amplify, balance, and exacerbate each other-notably, positives are not always positive. To obtain desired outcomes, interactions must be further considered in sociotechnical system design, for example, the potential improvements to the application we identified.
... Complex systems are composed of both socio (people and culture) and technical (technology and infrastructure) elements: changes in one element will cause changes elsewhere in the system "due to its complex interactive nature" (C. Clegg et al., 2017). In analysing technical, social, and institutional dimensions of two contact tracing apps developed and used in two European countries, we aim to critically consider the relationships and complex interactions between multiple elements that cannot be examined in isolation. ...
his paper focuses on two examples of the introduction and use of COVID-19 contact tracing apps in The Netherlands (CoronaMelder) and Belgium (Coronalert). It aims to offer a critical, sociotechnical perspective on tracing apps to understand how social, technical, and institutional dimensions form the ingredients for increasing surveillance. While it is still too early to gauge the implications of surveillance-related initiatives in the fight against COVID-19, the “technology theatre” put in place worldwide has already shown that very little can be done to prevent the deployment of technologies, even if their effectiveness is yet to be determined. The context-specific perspective outlined here offers insights into the interests of many different actors involved in the technology theatre, for instance, the corporate interest in sociotechnical frameworks (both apps rely on the Google/Apple exposure notifications application programming interface). At the same time, our approach seeks to go beyond dystopian narratives that do not consider important sociocultural dimensions, such as choices made during app development and implementation to mitigate potential negative impacts on privacy.
... Socio-technical systems are developed to perform specific tasks. They include technical aspects such as technology, infrastructure, and processes; socio aspects, such as people, goals, and culture; and the systemic connections between these (Clegg et al., 2017). The outcome of the analysis of these systems is a better understanding of how human and organisational factors influence task performance and how those technical systems are used. ...
Feedback loops are a key characteristic of engineering design processes that increase complexity, time to market, and costs. However, some feedback loops, due to design iteration, have a positive impact on design outcomes (i.e., the quality of the final design), so are worth the time and costs incurred. Other loops, resulting from rework, also have a positive impact on the final design but their impact on current projects, in terms of their urgency and so interruption, is high. Thus, overall, and drawing on socio-technical systems literature, some feedback loops are virtuous circles with a positive impact whereas others are vicious circles with a negative impact. In this paper, we report early work exploring these interplays between rework and design iteration through the development of process simulation models.
... Socio-technical systems are developed to perform specific tasks. They include technical aspects such as technology, infrastructure, and processes; socio aspects, such as people, goals, and culture; and the systemic connections between these (Clegg et al., 2017). The outcome of the analysis of these systems is a better understanding of how human and organisational factors influence task performance and how those technical systems are used. ...
Feedback loops are a key characteristic of engineering design processes that increase complexity, time to market, and costs. However, some feedback loops, due to design iteration, have a positive impact on design outcomes (i.e., the quality of the final design), so are worth the time and costs incurred. Other loops, resulting from rework, also have a positive impact on the final design but their impact on current projects, in terms of their urgency and so interruption, is high. Thus, overall, and drawing on socio-technical systems literature, some feedback loops are virtuous circles with a positive impact whereas others are vicious circles with a negative impact. In this paper, we report early work exploring these interplays between rework and design iteration through the development of process simulation models.
