Extent and type of worker utilization of an integrated information system in a human services agency

The study examines worker utilization of an integrated information system in a large social service agency, using an instrument that enables distinguishing between voluntary and mandatory use and between uses that serve administrative and clinical purposes. Findings among 136 social workers in a human service agency in Israel show: (1) workers are most inclined to enter data, less inclined to produce reports, and least inclined to apply the information system to planning, evaluation and follow-up; (2) they are significantly more prone to use the system for administrative or dual purposes than for clinical purposes alone; and (3) while the use of incentives increased utilization, it did not obtain total compliance and was considerably less effective in bolstering clinical than administrative use of the system.