Multiplex Appropriation in Complex Systems Implementation: The Case of Brazil's Correspondent Banking System

Abstract

When user needs do not align with system designers' visions, new technology implementation becomes a complex process as users appropriate the new technology to meet their needs. Prior studies recognize this complexity, but focus on the complex implementation of simple systems in which user groups are well defined and the IT artifact is the primary change. We extend the research lens by examining the implementation of the Brazilian correspondent banking system, a complex system involving multiple actors, system elements, and settings intended to address the social problem of financial exclusion. Our case study comparison of two settings-retail stores and post offices-reveals that actors' appropriations extended beyond the IT artifact to include technical, role, usage, social, and policy appropriations. The intended users (poor clients in remote and underserved areas) barely interacted with the IT artifact or other system elements; instead, they relied upon remote bankers (correspondents) to appropriate the system on their behalf. Because rewards, incentives, and constraints differed by setting, correspondents' appropriations differed by setting. We call the resulting mix of appropriations across multiple elements by multiple actors in multiple settings multiplex appropriation. Complex societal challenges often involve multiple users in multiple settings with varied needs and few technology skills; thus, designing systems to meet user requirements may prove impossible. Instead, allowing multiplex appropriation might foster system success because, rather than forcing a global alignment among system elements or trying to ascertain multiple user needs, it allows for multiple local alignments of system elements that fit local settings.

Designing for Digital Transformation: Lessons for Information Systems Research from the Study of ICT and Societal Challenges

“…For instance, a theory of the solution might spell out precisely how a kiosk that dispenses health information can be expected to contribute to a reduction in infant mortality in India (e.g., by countering ineffective folk practices) and the conditions that might lead to its success or failure (e.g., a trained intermediary at the kiosk, friends and family who disparage modern ideas) (Venkatesh et al 2016). As another example, a theory of a solution to the problem of delivering government benefits safely to citizens might feature, in addition to technology, the need for intermediaries to define and evolve their own roles (Leonardi et al 2016) or the importance of a single, welldefined and time-delimited "killer application" of benefit to citizens (McGrath 2016).…”

Datification and the Pursuit of Meaningfulness in Work

“…Further, our study shows that professionals are not passive in their responses to datification‐related meaningfulness experiences, tending rather to engage in some form of appropriation (DeSanctis and Poole, ; Leonardi et al, ) . In our settings, most faculty members doing datification work in PA reported using appropriation tactics in response to their experiences of meaningfulness.…”

“…Lack of work meaningfulness experiences were characterized by a sense of alienation (separation from sense of self and control) and anomie (ambiguity and uncertainty regarding work value) (Lepisto and Pratt, ). Augmenting appropriation practices reflect techniques employed to gain greater advantage of PA’s positive influences on meaningfulness experiences by either altering what is entered into the system (task appropriation) or attempting to change the PA system itself (technology appropriation) (Leonardi et al, ). Off‐setting appropriation practices refer to techniques used to decrease PA’s negative influences on meaningfulness experiences through either passive or active resistance (Lapointe and Rivard, ) to the system, or using datification work to alter one’s role to avoid a perceived disadvantage (role appropriation) (Leonardi et al, ).…”

“…Our findings, thus, bridge the literature addressing work meaningfulness with that addressing behavioral aspects of technology adoption and use. For example, appropriations in technology and its use, while sometimes going against the organizational intent for the technology, may help to better align the goals of individuals and the organization (Stein et al, ), and improve the performance of both (Leonardi et al, ). Our study suggests that technology appropriation may be one mechanism that helps individuals increase their experiences of work meaningfulness and their individual performance in an increasingly digitized world (see Bailey et al, ).…”

ICT‐equipped bank boat and the financial inclusion of the riverine population of Marajó Island in the Brazilian Amazon

“…Caixa Econômica Federal has experience in the operation of social programmes of the federal government, such as those mentioned above, and of banking inclusion to extend service provision to populations without access to banking services, especially through banking correspondents (Diniz et al, ). However, in many areas difficult to access by land, or very far from municipalities with dynamic economic activity, there are difficulties for the business model of the banking correspondents (Diniz et al, ; Leonardi et al, ) to service the needs of the population. This situation is especially true for the riverine locations of the Amazon region, where river trips between towns and larger cities can take longer than a day.…”