Subject category:
Knowledge, Information and Communication Systems Management
Published by:
Wits Business School - University of the Witwatersrand
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Abstract
This case looks at the well-known failure of the computer-aided despatch system that the London Ambulance Service implemented in 1992. As the date for publication of the results of the enquiry into the incident approaches, John Wilby, former Chief Executive of London Ambulance Service (LAS) wonders what went so desperately wrong at LAS. Was it just the IT industry that generated so many problems and cost so many millions, or was the LAS failure the result of gross mismanagement? Or perhaps it was both? The furore surrounding the failure of the Computer-Aided Despatch (CAD) system that had been implemented at LAS the month before seemed to indicate that there was more to it than simply placing the blame wherever it fell.
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Abstract
This case looks at the well-known failure of the computer-aided despatch system that the London Ambulance Service implemented in 1992. As the date for publication of the results of the enquiry into the incident approaches, John Wilby, former Chief Executive of London Ambulance Service (LAS) wonders what went so desperately wrong at LAS. Was it just the IT industry that generated so many problems and cost so many millions, or was the LAS failure the result of gross mismanagement? Or perhaps it was both? The furore surrounding the failure of the Computer-Aided Despatch (CAD) system that had been implemented at LAS the month before seemed to indicate that there was more to it than simply placing the blame wherever it fell.