The object of the case study was a personnel administration information system at a Finnish university and its aim was to evaluate the success of the implementation process. The IS had been planned according to the information systems strategy of the university the main point of which was the decentralization of activities to the basic units (departments) in order to bring clients, expertise and decision makers closer together, clarify the division of labour, and shorten the service processes (see Figure 1 for the old and new work processes). The IS was implemented around a centralized database which allowed decentralized usage by different user groups with varying access rights. At the time of the study the IS had been in productive use for 4 - 10 months.
The data were gathered from the documents of the development project, by interviewing management and users, and with a survey questionnaire directed to the end-users of the new IS. In order to carry out the survey a random sample of