The Impact of Information System on Interactions of Child Welfare Professionals with Managers and Clients

Abstract

The use of information systems in public child welfare agencies of different countries is challenging primarily for frontline practitioners. This paper unveils how material information system properties are involved in the interactions of child welfare practitioners with their clients and managers. We analyze the properties on their own (functional requirements) and according to the perception of IS users (non-functional requirements). On the basis of the results of systematic literature review and ethnographic study of the use of information system at Lithuanian Child Rights Protection and Adoption Service during the COVID-19 pandemic, we identify the relation between the absence of functionality or its potential failures and data duplication problem. According to our study, data duplication leads to additional time consumption, affects the ecology of the workplace, reduces reliability of information, challenges data protection and finally keeps away practitioners from direct work with clients and exposes them to overcontrol of managers.