The London Ambulance Service introduced a new computer-aided despatch system in 1992 which was intended to automate the system that despatched ambulances in response to calls from the public and the emergency services. This new system was extremely inefficient and ambulance response times increased markedly. Shortly after its introduction, it failed completely and LAS reverted to the previous manual system. The systems failure was not just due to technical issues but to a failure to consider human and organisational factors in the design of the system.
Use of example: To illustrate the importance of considering human and organisational factors in systems design.
My slides presenting an overview of the problem.