Improving Collaboration between the IS Department and End-users


The role of Information system department is changing rapidly to catch up with the rapid advancements in technology. For the past few years, the normal mode of operations for the IS department regarding end-users used to be rigid control over tech choices (Tarhini, Arachchilage, & Abbasi 2015). By the fact that the end users were not much exposed to the available technologies, the information system managers had total control over them. In today’s world the end users are not ignorant of the industry. This aspect has prompted the chief information officers in IS departments to realize the need for keeping the end users close by attending to their request while at the same time finding ways to mitigate the risks. To make the collaboration between IS department and end users effective and efficient in the bid to leverage the benefits of collaboration the following ways need to adapt.

Services architecture

The IS department needs to develop a scalable strategy that supports seamless customer experiences. It should focus on providing services which that creates solutions that do not adversely impact the existing information infrastructure. Additionally, expanding the already technology infrastructure will enable the IS department to meet the demands of the end users seamlessly. The end users are only interested in the experience and the satisfaction they obtain from the services of the IS department (Tarhini, Arachchilage, & Abbasi 2015). In this regard, developing services tailored towards helping the end users obtaining maximum satisfaction will result in a mutual relationship.

Omni-Channel Strategy

This is a strategy that involves connecting all the channel related to providing end-user experience to help the end users access information with convenience. It enables the end users to start a task on one channel and complete it in another related channel. Establishing a unique omnichannel experience infrastructure calls for the IS department to work closely with other related departments to create a coherent and aligned experience with the end users (Tran et al., 2016). This strategy allows for an integration between the communication at the back end and the user end. When implemented, the omnichannel approach will allow the end users to connect on the devices they use in a timely and convenient manner.

Use of Data Analytics

As observed by Tran et al., (2016), the reason why end users use tools they are not required to use is the fact that they want their jobs done seamlessly. They, therefore, use whatever tool that comes their way. Laudon and Laudon (2015), argues that it is imperative for the IS department to provide the end users with tools that fit their needs. However, the challenge is figuring out what the end users want at a particular time. In this regard, Laudon and Laudon (2016). Suggest making use of the research and development department to help the IS department understand ye needs of type end users. Use of data analytics will enable the IS department to move along with information trends thereby providing their end users the right tools and services with convenience.

Of the three suggested ways of collaboration, use of the data analytics should come should be implemented first then followed by service architecture and the omnichannel strategy. The rationale behind this is that the IS department must for all understand the needs of the end users so that it can tailor its services towards meeting the needs.


Collaboration between the IS department and the end users is imperative for the success of the IS department and the experience and satisfaction of the end users. The collaboration between these two details the IS department cooperating with the demands of the end users. The collaboration between the IS department and the end users will encompass having a shared vision, mutual respect, and understanding.



Tran, T. X., Hajisami, A., Pandey, P., & Pompili, D. (2016). Collaborative mobile edge computing in 5G networks: New paradigms, scenarios, and challenges. arXiv preprint arXiv:1612.03184.

Laudon, K. C., & Laudon, J. P. (2015). Management Information Systems: Managing the Digital Firm Plus MyMISLab with Pearson eText–Access Card Package. Prentice Hall Press.

Laudon, K. C., & Laudon, J. P. (2016). Management information system. Pearson Education India.

Tarhini, A., Arachchilage, N. A. G., & Abbasi, M. S. (2015). A critical review of theories and models of technology adoption and acceptance in information system research. International Journal of Technology Diffusion (IJTD), 6(4), 58-77.