The software works well, you have the right people, and everyone knows what the goal is. And yet automation is still not delivering the hoped-for advantages. Quality has not improved and things are not noticeably more efficient.

• The helpdesk spends too much time answering the same questions.
• Developers take too long to become productive.
• Similar documents are assembled from scratch each time they are needed, and that costs time.
• The manner of working means that people don't enjoy their work.

No matter how different these problems appear, the underlying cause is often that the right information is not available in the right place at the right time.

ICT is a combination of information, communication, and technology. When these three factors can be made to work together then many problems disappear, and computers work for people rather than the other way round.

Does this sound familiar?