EVALUATING PUBLIC-SECTOR INFORMATION-SYSTEMS - SATISFACTION VERSUS IMPACT

Police information systems are evaluated using both satisfaction and i mpact measures. Police reported high rates of satisfaction with their systems, but, with the exception of reporting, little or no impact in areas such as productivity, personnel allocation, and other forms of d ecision making. The dynamics of satisfaction are explored. Nearly half of the departments report that their satisfaction has changed. A new classification is developed that takes into consideration both satisfa ction and the nature of the change. It is argued that this measure wou ld help to identify organizations where users are in the process of ch anging their attitudes toward the system. Implications for the evaluat ion of information systems are discussed.