• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

The London Ambulance Service: a critical study on the failure story

Extracts from this document...

Introduction

Abstract: The London Ambulance Service, largest among the world, had attempted to introduce a computer-aided despatch system to overcome their operational difficulties and meet the performance requirements of Operational Research Consultancy (ORCON). The project, due to operational and strategic flaws at various levels, was a failure. The report identifies the flaws to produce a lessons learnt report with respect to failure of the London Ambulance Service computer-aided despatch system (LAS CAD). 1 Introduction: To specify the service, LAS covers an area over 600 sq miles, serves a resident population of 6.8 m people, receiving 2000-2500 phone calls a day, where, 1300 to 1600 are emergency '999' calls. Service has 2700 staff and over 750 ambulances. With a budget of �69.7 m, LAS is largest in world. Performance Requirements - Reasons for taking a CAD system: According to ORCON's standards, the instructions should be given to the ambulance station or crew within 3 min and an ambulance should arrive at the scene within 14 min. This is a critical requirement, which can not be practically met with the manual system of activating emergency services. Lack of information and poor quality of communication with the crews were key concerns along with handling problems arising with organization, over-manning and operational cost of LAS. Being aware of the complete manual system LAS attempted to introduce a computer-aided despatch system (CAD) ...read more.

Middle

The structure gives a clear picture of responsibilities once every team member was properly communicated with the structure set. CAD, being an innovative project being handled by LAS encountered ambiguities over managerial role of the contractor. Project also encountered a lack of middle level management which led to an addition of unexpected and extra responsibilities being fell on the Director of Support Services, who found him spending more of his time in low level coordination and progress chasing. The involvement of ambulance crews was considered to be very little in developing a SRS. The hard ware manufacturer, who took the role of prime contractor, was not prepared to set up to execute his role and rapidly withdrew from activities of this nature. The contractor and systems manager found them selves not qualified for IT procurement and need to be replaced. The responsibilities of activities should have been clearly stated before attempting to prepare an SRS (along with team responsible to produce SRS). The ambiguities in managerial role of the contractor which resulted in inefficient progress in him leading the project would have been avoided if the responsibilities are clearly stated before accepting the job by contractor. As this happens only if contractor in the managerial role is self sufficient in terms of his duties and expertise, proper definition of contractor's responsibilities would have solved a part of problems. ...read more.

Conclusion

Functional testing to ensure that CAD does what is expected of it and Load testing to test the ability of the system to perform under maximum load would have added the completeness and quality to the performance of the system as few problems can not be simulated and can be seen only in real time. Though CAD was not termed to be a technical failure, the flaws in system development caused the system failure. A systems development methodology would have helped avoid many flaws in the LAS CAD. A system development life cycle approach would be of better choice rather than a single inheritance model of developing, testing (inappropriate environment), implementing. An experience project manager would have added this sugar and thus, this is to the notice of top level management. 3. Conclusion: Identifying the flaws it encountered, LAS should under go an analysis phase to figure out operational and technical feasibility in undertaking CAD. With system errors being identified and aligning experienced and relevant human resource would add the proximity of system being a success. An understanding of re-engineering project would help the top level management identify the change-management required. With a better communication of these to the organizational personnel, any future trails to undertake an innovation would be the interest of employees at all levels too, rather than only of top management. ?? ?? ?? ?? 1 ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level Information Systems and Communication section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level Information Systems and Communication essays

  1. Marked by a teacher

    Ecommerce Case Study

    The scan length will not be impacted on large segments of text, no matter how wide the Web browser is. Although there are a number of benefits for static websites there are also a number of drawbacks, these include; Fixed width layouts can cause horizontal scrolling in smaller browser windows.

  2. Feasibility Report

    During the time that the new system is being put into place within the company, the Perfect Pie Company will have to close its doors to the public, this will result in another financial lose, and regular customers might chose to go elsewhere.

  1. Free essay

    ICT organisation project

    Writing style and Logo The writing style used is lively and readable. All articles are written to be of public interest of the people living in the Borough. The writing used throughout also aims to reflect the council's standards and visions.

  2. Database Analysis & Design

    Flow charts and reports will be used to describe the sequence of events. Advantages * This methodology has well defined techniques which help the project to be completed and is very structured, * because of the rigid structure of the methodology, SSADM provides better control over projects.

  1. Custom Load Trucking

    Monica now wonders what advice she should tell him to advance his career and also to give him his own project. Chapter 2 Project Proposal 2.1 Introduction A new information system has been proposed to enable Custom Load Trucking to schedule and track shipments and trucks almost to the minute.

  2. ICT investigation

    same name) identified from each other? It is up to the instructor for that class to remember How can pupils book tests? They must call us to say they want to take a grading, and then we must write to the governing body with their details How do you record pupil fees and what happens if a pupil is overdue?

  1. System Analysis and Design Assignment

    Observations - These are used to reveal working pattern and any bottlenecks where information flows are held up. They show office layouts and plans. They reveal working practices. They back-up information gathered from interviews and questionnaires. 4) Record Inspection - This involves examining all the written records, e.g.

  2. ICT revision notes - IT project management

    âThe analysts use the results of their findings to produce a set of deliverables for the new system which are agreed with the user and the client. Deliverables âA set of items promised under a contract such as; +System functionality list +User interface designs +Details of provision for existing data

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work