Redesigning work with dual information systems: the work process benchmarking service

The conceptual structure of most computer-based information systems reflects a dualism of technology. During the development phase, part of the work-domain related knowledge is formalized and encoded in the software, making it difficult for users to reflect on and use this knowledge. This dualism deters the interpretive flexibility of information systems. Dual information systems (DIS) are needed that enable and reinforce both effective, institutionalized working and the questioning and (re)construction of computer-supported work routines. We first outline the theoretical background, conceptual structure, and generic services of DIS. We then elaborate on the work process benchmarking service of DIS, which supports project teams in redesigning computer-supported work through lateral sharing of knowledge of work processes between business units. Finally, we demonstrate the benchmarking service and encourage commercial implementations with the help of the ReDIS prototype