A metrics model for evaluating incident command system adoption in a South African municipality

Abstract

Over the years, South Africa has experienced a number of service-delivery-related protests due to unsatisfactory or inadequate services delivered to citizens. As such, municipalities strive to improve on safety and security services delivery. These municipalities have invested in IT solutions such as the incident command system (ICS) purposely to enhance task allocation, response time monitoring, information flow governance, and workflow incidents management, which are fundamental to service delivery. However, there is no empirical evidence of the significance and return on investment (ROI) of ICS. Furthermore, there is no mechanism for determining the strategic direction of the ICS towards improving service delivery. This is a challenge because the attributes of ICS, such as the control and flow of incidents, management of functions, and response time have not been evaluated for efficiency and effectiveness. From a business process perspective, these challenges are prohibitive and derail municipalities’ delivery of services, while from an IT perspective, the system’s compatibility, and co-existence with other systems are some of the challenges that hinder ROI. As such, the aim of the study was to develop a metrics model to evaluate the adoption of ICS. To achieve this aim, the case study design approach was followed. A South African municipality was selected as a case to be studied. Qualitative research methods were used to gain an in-depth understanding of ICS within the organisation. Data was collected from the case using the semi-structured interview technique. The data collected was analysed using the actor-network theory’s (ANT) four moments of translation. The interpretivist approach was followed to understand the factors that influenced the operationalisation of ICS. The factors that manifested from the critical analysis of data are as follows: (1) Collaboration, (2) Heterogeneity, (3) Governance, (4) Interconnectivity, (5) Requirements, and (6) Top-down approach. Based on these factors, a metrics model for evaluating the adoption of ICS was developed. This study is of significance to organisations in identifying the factors that influence the adoption of ICS. Furthermore, the model developed can be used as an implementation guide. Understanding the influencing factors and correctly implementing ICS is significant to IT specialists, business stakeholders, and municipalities in improving service delivery. Academically, the study adds to the body of knowledge from the perspective of ANT, ICS, adoption, and IT evaluation.