Scaling of an information system in a public healthcare market—Infrastructuring from the vendor's perspective

PurposeThe purpose of this paper is to explore the making and scaling of information infrastructures, as well as how the conditions for scaling a component may change for the vendor. The first research question is how the making and scaling of a healthcare information infrastructure can be done and by whom. The second question is what scope for manoeuvre there might be for vendors aiming to expand their market.MethodThis case study is based on an interpretive approach, whereby data is gathered through participant observation and semi-structured interviews.ResultsA case study of the making and scaling of an electronic system for general practitioners ordering laboratory services from hospitals is described as comprising two distinct phases. The first may be characterized as an evolving phase, when development, integration and implementation were achieved in small steps, and the vendor, together with end users, had considerable freedom to create the solution according to the users’ needs. The second phase was characterized by a large-scale procurement process over which regional healthcare authorities exercised much more control and the needs of groups other than the end users influenced the design.ConclusionThe making and scaling of healthcare information infrastructures is not simply a process of evolution, in which the end users use and change the technology. It also consists of large steps, during which different actors, including vendors and healthcare authorities, may make substantial contributions. This process requires work, negotiation and strategies. The conditions for the vendor may change dramatically, from considerable freedom and close relationships with users and customers in the small-scale development, to losing control of the product and being required to engage in more formal relations with customers in the wider public healthcare market. Onerous procurement processes may be one of the reasons why large-scale implementation of information projects in healthcare is difficult and slow.

► Healthcare information infrastructures are made and scaled through both evolution and large-step approaches.
► Building and scaling require work, negotiations and strategies.
► Taking a tailored product into a large public healthcare market includes generification strategies.
► Development conditions for the vendor may change dramatically in a generification process.