I’ve been around long enough to remember the promise that technology would simplify our lives. If that is the case, why is it that every time I hear the words “we just updated our information systems technology or “we just installed a new phone system, I steel myself for unprecedented delays, massive inconveniences, and assorted indignities? I visited my doctor today to go over some routine test results only to have the appointment take way longer than it needed to because of the new system. Instead of being able to look up my results online as promised, we had to resort to what my doctor referred to as 1980′s technology that involved calling the lab to fax the results to my clinic. When I left, the waiting room was packed with people who had come to the clinic simply to make an appointment because the voice mail jail of the phone system kept telling the caller “we’re busy, so hang up and call later! I wish I were kidding but I got this message earlier as well. [Apparently, some expert determined that it is better to have people call back rather than keep them in the queue listening to mind numbing music - or worse yet, a recorded message touting the customer service virtues of the organization. I'm not convinced.]
So what is it with information systems technology departments who seem unable to implement a new system or even an upgrade without a major meltdown of the system, the staff, or the customers? I honestly would like to know because I’m wondering if any new technology implementation project ever goes off without a hitch?