Lessons from the Failure and Subsequent Success of a Complex Healthcare Sector IT Project

This paper argues that IT failures diagnosed as errors at the technical or project management level are often mistakenly pointing to symptoms of failure rather than a project’s underlying socio-complexity (complexity resulting from the interactions of people and groups) which is usually the actual source of failure. We propose a novel method that adopts a socio-complexity lens, Stakeholder Impact Analysis, that can be used to identify risks associated with socio-complexity as it is grounded in insights from the social sciences, psychology and management science. This paper demonstrates the effectiveness of Stakeholder Impact Analysis by using the 1992 London Ambulance Service Computer Aided Dispatch project as a case study, and shows that had our method been used to identify the risks and had they been mitigated, it would have reduced the risk of project failure. This paper’s original contribution comprises adopting a socio-complexity lens and expanding upon existing accounts of failure by examining failures at a level of granularity not seen elsewhere that enables the underlying socio-complexity sources of risk to be identified.