Lecture 11

End-User Computing (EUC)

Strategy

What is end-user computing?

End-user-developed

computer-based
information systems for personal, departmental
or organisation-wide use, where the end-user is
a non-IT professional
End-user control of which hardware and
package applications are purchased for use in
their department
End-user use of existing information systems

Problems in technology implementation

Defining users needs easily and comprehensively

Some user requirements are missed through inattention to
detail or bias of the technician
Sometimes not enough time for users to describe all of their
needs for systems designers
Users needs will vary according to the particular work a person
does within each of the different levels of the organisation
(strategic, operational, tactical) and their individual skills
New requirements for interworking force users to develop new
skills for using technology and for handling the subsequent new
work relationships

Approaches to end users

Contemporary systems-building approaches tend to

treat end users as essential but they play a largely
passive role relative to other forces shaping the
system
A different tradition assigns users a more active role
one that empowers them to codetermine the role of
IS in their workplace e.g. Sociotechnical Design,
End-User Computing

Contemporary Role of End-user IS

Services
To:

Provide a help-desk service

Achieve standardisation of software
Ensure network efficiency
Provide training
Deliver services to end-users cost-effectively

Management approach to End-User

Computing

Managements approach to EUC should be designed to fit

in with the information systems strategy of the
organisation. The aims will always be to maximise the
benefits and minimise the problems. Two factors need to
be managed:

the rate of expansion

the level of control.

The rate of expansion is managed by:

making hardware/software easier/difficult to obtain

making information easier/difficult to obtain
imposing/relieving the end-user departments of the cost of
EUC

The levels of control over EUC is managed by:

more or less restrictive standards over the

purchase of hardware/software

the level of requirement of mainframe use as

compared to PC use for applications

restrictions on access of data.

The organisation may manage the rate of
expansion to yield a high or low rate of growth of
EUC. Similarly may also ensure high or low level of
control over EUC.

End-User Services

The main end-user services that the information systems manager

has to provide to support EUC are as follows:
Provide a help-desk service this will solve problems that users
encounter in using the software. This will involve troubleshooting
in all aspects of software/hardware problem situations. This
service should be delivered as quickly as possible.
Achieve standardisation of software applications throughout the
organisation should be standard to reduce the cost of purchase
and to enable information transfer.
Ensure network efficiency reduce network downtime.
Provide training for users in application use and/or
development.
Deliver services to end-users cost effectively. minimising total
cost of ownership which includes cost of purchase and
maintenance.

The ranges of services typically offered are:

Help desk support for user problems.

Assisting in software purchase, installation and updates.
Provide guidance in the selection, purchase and installation of
hardware. This will conform to set standards, taking advantage
of discounts and limiting support contracts.
Consulting with the user to determine if a particular application
is appropriate for EUD.
Assistance in application development.
Management and supply of data to end-users, improving
access to shared data.
Training and education in particular on packages or
development techniques.