Integrating Systems into Socio-Technical Structures through Change Management

Developing complex systems is a complex activity that impacts different Socio-Technical Systems (STS) involved at each stage of the future system’s lifecycle. Change management becomes crucial during the development phases for all these stakeholders. We first define change and change management, emphasizing their role in transforming existing strategy, business processes, tools, practices, working conditions, and organizational culture. The transformation of individual mental representations is a key to success, and the necessity for considering individual reactions and acceptance. Then, we describe the context of the case study: integrating new information technology systems in a health establishment. The research led to the implementation of a four-step methodology for managing the impacts of such a technology-centered innovation. The iterative nature of the process is emphasized, focusing on observing, characterizing, experimenting, and evaluating emerging usages and practices, and a model to analyze and share real practices is proposed. We recommend nine actions to help stakeholders give meaning to change, emphasizing the importance of integration, stakeholder involvement, and sustainability in the change management process.