Successful ICT projects depend on complex, interrelated sociological and technical factors for which there are no standard theoretical framework for prediction or analysis. Morphological analysis is a problem-solving method for defining, linking, and evaluating problem spaces that are inherently nonquantitative. In this article, we show how our research team created a telephony impact model using morphological analysis to strategically select a national ICT telephony project for South Africa from several possibilities, based on nonquantitative, socio-technical criteria. The telephony impact model provides a rigorous framework to the diagnostic and planning phases of our action research that is a vast improvement over “best practices” guidelines. We believe that this approach takes a first step toward predictive models and theories for ICT deployment.
South Africa; ICT in government; morphological analysis