I.S. Strategy in Healthcare industry: The Role of Web Service

Within a rather monolithic environment surrounded by a more globalize healthcare systems; using Web services to create, execute and evolve a customer-centric IS strategy is increasingly taking place in a context led by a mixture of private and public sector led business module. However, a major problem is posed by the lack of reliable theory to analyse such phenomena; especially in the European healthcare IS strategy literature where there is a shortage of both rich and descriptive work relating to healthcare IS interaction, implementation and theoretical explanations. This paper reviews IS strategy in direct relations to historical changes within UKs NHS, contributing to the theoretical specification of institutionalisation processes. It focuses on the National Programme for Information Technology (NPfIT), an initiative by the NHS to spend £6.3 billion to improve IS and facilitate a seamless nation-wide patient record system in England. The theoretical basis for analysis is developed, using concepts drawn from emerging technology conversion effectiveness, productivity increases, realization of business value, and organisational performance improvements accredited to Hagel (2002), Grabowski and Lee (1993), Markus and Soh (1993) and Sambamurthy and Zmud (1994). The author also draws courage from mixed empirical results about the lack of IT investments value in the NHS (Wanless, 2002; Eccles et al, 2002; Jacklin et al, 2003; Majeed, 2003; Metter et al, 1997). Case studies from Europes largest employer are presented showing disparities in a number of aspects of process. The paper concludes with discussion about the nature of evaluation procedures for the NPfIT in relation to the process of institutionalizing IS in very large organizations. The theorization here goes beyond the relatively simplistic types of studies which dominate the IS literature today. Much to the contrary, it shows that an emerging technologyWeb servicesmodel can accommodate elements such as the links between business process and public sector ethos, contradiction and conflict, an analysis of detailed work patterns, and the dynamic and emergent nature of political involvement at national level. For more information, please contact Chantal Schoof (cschoof@rsm.nl/ 82032)