The electronic claim file

摘要

This is a case study of a public insurance company's conversion of long-standing paper-based work processes to an electronic document management system, "E-File", with imaging, data integration, and automated workflow. As a transformational change, the E-File experience illuminates a range of effects of information technology. Many effects were well-enough managed, through participatory design and labor-management consultation, to yield an outcome where over 90% of the highly skilled employees surveyed in the 1200 white-collar user population regard E-File as a substantially positive change. What remain are some enduring challenges. Most notable are computerization effects unique to knowledge work, combined with the constant changes associated with information technology.