19. An Integrated Information Systems Success Model: A Case Study of an Australian Hospital

Currently, the majority of Information Systems (IS) theories focus on either the technological side of impact analysis or attempts to rigidly define impact into discrete categories that wind up ignoring a part of the bigger picture. In this paper we will examine the UTAUT and ISS model as representations of these theories. In our opinion, the main shortcomings of these theories are that while they overlap slightly, the UTAUT model downplays the role of technological aspects involved in impact and that the ISS model oversimplifies the impact factor of system use by its users, thus not covering the necessary breadth needed to properly examine impact on a system’s users. To address these issues, we propose a new theoretical model, the Integrated Information System Success (IISS) model that integrates the two models. We have conducted a case study utilizing the model with a major Australian Hospital (Hospital Y), analyzing the impact of a recently implemented Patient Referral System (PRS), on users at the individual level. Our findings through the use of IISS indicate that there was an increase in workflow processes for the administrative staff as well as a sense of guilt and frustration that some of the frontline users experienced. These findings would not have been possible with the use of either the ISS or UTAUT models alone.