Delone and McLean IS success model

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Delone and McLean IS success model (1992)

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Delone and McLean IS success model (2002,2003)

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ParadigmPositivism:• Using positivism, the model tries to impose some order on the

IS Researcher choices of success measures because it assumes fixed relationships between phenomena. That the causes and effects are very clear.

• Potential short-comings: The model doesn’t recognize that different participants may have different conclusions about the success of the same IS.

• As a consequence of being guided by positivism, the model is always under investigation and several scholars have critiqued and proposed amendments of the model. C.f. the changes made to the model in 2002

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Application• Chae, H.-C.M. 2007. "Is Success Model and Perceived It Value,"

in: Proceedings of the 13th Americas Conference on Information Systems (AMCIS 07). Keystone, CO, USA. used the model to support their chosen success variable and the value the model brings

• DeLone, W.H., and McLean, E.R. 2004. "Measuring E-Commerce Success: Applying the DeLone & McLean Information Systems Success Model," International Journal of Electronic Commerce (9:1), Fall, pp 31-47 used the categories to come up with e-commerce success metric

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Kenyan ContextGiven the difficulty in measuring IS project success, the Model gives us the variables that we can use to be able to achieve this.E.g. a project to Implement the Simba KRA system. While evaluating the project success and impact, it would be important to establish the following as framed by the Delone & MacLean Model, to measure its success:• System quality – this would measure the rate and ease of

adapting the system both by KRA employees and the taxpayers, its reliability(uptime), response time for support calls for any outages and practical usability.

• Information quality – did the project lead KRA to capture and retain more complete data? How easy is it to understand? How relevant it the data to inform other national decisions? How secure is the system and the data?

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Kenyan Context• Service quality – how reliable is the service offered through

the implemented system? How is the support given around it?• Use – by tracking the transactions, by number and nature of

use, would give an indication of how successful the implementation has been.

• User Satisfaction – what are the sentiments of KRA users serving the customers using the system? Do they find it better and easier to use than earlier systems? Are the customers better served? Speedily and effectively?

• Net benefits – has the system resulted in overall cost savings, netting more taxes(higher amounts of taxes collected?), Has it resulted in reducing tax evasion? Has it reduced the clearing time at the entry ports?

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References

1. Clayton M. Christensen, Karen Dillon, James Allworth:How will you measure your life(2012)

2. Delone, Mclean: The DeLone and McLean Model of IS Success: A ten-year update (2003)

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