Understanding organizations through systems oriented design: Mapping critical intervention points for universal design

Abstract

This paper discusses how organisations pro-actively can ensure compliance with disciplinary best practice and regulations on Universal Design (UD) of ICT. We apply system-oriented design to analyse and engineer organisational compliance. The focus is on how best practice – disclosed in theory on how to design for UD, as well as coming regulatory updates – relate to current practices and systems theory on where in a system to intervene in order to change systems most effectively. The aim is a blueprint for a compliant, stable and improved organizational system. The case for the study is the Norwegian Labour and Welfare Administration (NAV). The work presented is part of ongoing strategic work on UD for NAV. Two contributions are made; 1) a discussion on the success of the utilized approach to inform strategic work on intervention points, and 2) recommended system mechanisms for NAV and similar organizations in order to meet the intention of the UD legislation and current quality benchmarks.