On the Appropriateness of Incident Management Systems in Developing Countries: A Case from the UAE


  • Faouzi Kamoun College of Information Technology University of Dubai
  • Naoufel Werghi Khalifa University of Science, Technology and Research (KUSTAR)
  • Mohamed Al Blushi UAE University




Incident Management System (IMS), technology adoption, Technology management, IT innovation and diffusion, E-collaboration, appropriateness, digital divide


Road traffic incidents are eliciting growing public concerns due to their devastating social, economical, and environmental impacts. The severity of these random events is particularly alarming in developing countries, where the situation is just worsening. Recently, Incident Management Systems (IMSs) have been proposed as powerful tools to enhance the coordination and management of rescue operations during traffic accidents. However, most of the available commercial IMS solutions are designed for large metropolitan cities and within the contexts of developed nations. This paper explores the issues of appropriateness and customization of IMS solutions in developing countries through an exploratory inquiry consisting of a case study from the United Arab Emirates (UAE). The paper also explores the important issues related to managing the organizational changes that an IMS introduces to the operations of the command and control room. This contribution calls for the development of more comprehensive theoretical frameworks that can guide towards the implementation of appropriate IMS solutions in developing countries. Our research highlights the need for developing countries to acquire appropriate IMS solutions that are tailored to the local organizational work context in which these systems will be used. The experience reported herein can also inspire other public safety agencies in developing countries to consider the option of developing customized IMS solutions that best suit their needs.


Download data is not yet available.

Author Biographies

Faouzi Kamoun, College of Information Technology University of Dubai

Associate Prof & Dean.

College of Information Technology.

University of Dubai.

Naoufel Werghi, Khalifa University of Science, Technology and Research (KUSTAR)

Assistant Professor

Computer Engineering Department,


ALI, G. (2010). Traffic accidents and road safety management: A comparative analysis and evaluation in industrial, developing and rich-developing Countries. 29th Annual Southern African Transport Conference, South Africa, August 16-19.

ALLEN, J. (2000). Information systems as technological innovation. Information Technology and People, 13 (3), 210-221.

AL-ZUBAIDI, S., Sabie, K. (2005). Sustainable transportation in United Arab Emirates. Global Built Environment Review, 5 (2), 63-73.

ANYIMADU, A. (2003). Being digital by default: A user-centric view of online knowledge resources at an African university. Proceedings of the International Conference On Electronic Publishing and Dissemination, Council for Development of Social Science Research in Africa (CODESRIA),http://www.codesria.Org/lMG/pdf/AmosAnyimadu.pdf [Accessed September I, 2010].

AVGEROU, C. (2002). Information Systems and Global Diversity. Oxford University Press. New York.

BAPNA, S., Gangopadhyay, A. (2005). A web-based GIS for analyzing commercial motor vehicle crashes. Information Resources Management Journal, 18 (3), 1-12.

BENSON, A., Biggerset, K., Wall, J., Haselkorn, M.P. (2010). Adaptive development for crisis response management systems, Proceedings of the 7th International ISCRAM Conference. Seattle. USA. May 2010.

BRAA, J., Hedberg, C. (2002). developing district-based health care information systems. The Information Society 18(2), 113-127.

CHAN, R. (1999).Knowledge management for implementing ERP in SMEs, Proceedings of the 3rd Annual SAP Asia Pacific Institute of Higher Learning Forum, SAPHIRE' 1999, Singapore. ftp://www.pathguy.com/ pub/modula-2/gpm/ism/Papers/RCh99-1 .pdf [Accessed March 10,2010].

CHIJOKE, E. (2006). Appropriate systems for developing countries, Apposit white paper.

COHEN, W., Levinthal, D. (1990). Absorptive capacity: A new perspective on learning and innovation. Administrative Science Quarterly, 35, 128-152.

DAVENPORT, T.H., Prusak, L (1998). Working Knowledge: How Organizations Manage what They Know. Harvard Business School Press. Boston. MA.

DAVIS, F., Bagozzi, R., Warshaw, P. (1989). User acceptance of computer technology: A comparison of two theoretical models, Management Science, 35 (8), 982-1003.

DILEKLI, N., Rashed T. (2007). Towards a GIS data model for improving the emergency response in the least developing countries: challenges and opportunities. In: Van den Walle, B., Burghardt, P., Nieuwenhuis. C. (Eds.), Proc. of the 4th Int. Conference on Information Systems for Crisis Response and Management (ISCRAM), Delft, NL.

DOLL, W. J., Deng, X. (2001). The Collaborative use of information technology: End-user participation and systems success, Information Resources Management Journal, 14 (2), 6-16.

ELKINGTON, J. (1986). The Sunrise Seven. In Ekins, P. (Ed.), The Living Economy, Routeldge and Kegan Paul, pic, London.

ERYILMAZ, E., Cochran, M., Kasemvilas, S. (2009). Establishing trust management in an open source collaborative information repository: An emergency response information system case study, 42nd Hawaii International Conference on System Sciences, HICSS '09, January 5-8, 2009, Waikoloa, Hawaii, 1-10.

GOMEZ, E.A., Turoff, M. (2007). Interoperable communication: An analysis of SMS text-message exchange, In: Van den Walle, B., Burghardt, P., Nieuwenhuis. C. (Eds.), Proc. of the 4th Int. Conference on Information Systems for Crisis Response and Management (ISCRAM), Delft, NL.

GOULD, A., Gomez, R., Camacho, K. (2010). Information needs in developing countries: How are they being served by public access venues?, 16th Americas Conference on Information Systems, August 12-15. Lima, Peru, 1-12.

HAMILTON, A., Toh, K. (2010). A review of emergency organizations: The need for a theoretical framework, International Journal of Emergency Management, 7 (2), 111-123.

HEEKS, R. (2002).Information systems and developing countries: Failure, success and local improvisations, The Information Society, 18 (2), 101-112.

IANNELLA, R., Robison, K., Rinta-Koski, O.P. (2007). Towards a framework for crisis information management systems (CIMS). Proceedings of the 14th Annual TIEMS Conference, June 2007, Trogir.

jANTTI, M. (2009) . Defining requirements for an incident management system: A case study. Proceedings of the 4th International Conference on Systems, March I -6, Gosier, Guadeloupe, France, 184-189.

JOHANSSON, B., Trnka,J., Granlund, R. (2007). The Effect of geographical information systems on a collaborative command and control task, In: Van den Walle, B., Burghardt, P., Nieuwenhuis. C. (Eds.), Proc. of the 4th Int. Conference on Information Systems for Crisis Response and Management (ISCRAM), Delft, NL.

KIM, J. K., et al. (2007). Efficiency of critical incident management systems: Instrument development and validation, Decision Support Systems, 4(1), 235-250.

KIMARO, H. C. (2006). Strategies for developing human resource capacity to support sustainability of ICT based health information systems: A Case study from Tanzania. The Electronic Journal of Information Systems in Developing Countries, 26(2), 1-23.

KITIYADISAI, K. (2000). The Implementation of IT in reengineering the Thai revenue department, In: Information Flows, Local Improvisations and Work Practices, Proceedings of the IFIP WG9.4 Conference, Cape Town, South Africa.

KREK, A., Bortenschlager, M. (2006). Geo-collaboration and P2P geographic information systems: Current developments and research challenges. Collaborative Peer to Peer Information Systems (COPS06) Workshop -WETICE 2006, June 2006, Manchester, UK

LEITINGER, S.H. (2004). Comparison of GIS-based public safety systems for emergency management, 24th Urban Data Management Symposium (UDMS 2004), Venice, Italy.

MACIAS-CHAPULA, C. A. (2000). Issues learned, challenges and opportunities to implement a library automation project at Mexico's general hospital, In: Information Flows, Local Improvisations and Work practices, Proceedings of the IFIP WG9.4 Conference, Cape Town, South Africa.

MACOME, E. (2008). On implementation of an information system in the mozambican context: The EDM case viewed through ANT lenses, Information Technology for Development, 14(2), 154-170.

MARCUS, A., Gasperini, J. (2006). Almost dead on arrival: A case study of non-user-centered design for a police emergency-response system. Interactions, 13 (5), 12-18.

MARSHALL, T.E., Byrd, T.A., Gardiner, L.R., Kelly Rainer, R. (2000). Technology acceptance and performance: An investigation into requisite knowledge, Information Resources Management Journal, 13 (3). 33-45.

MCADAMS, J. (2006). SMS for SOS: Short message service earns valued role as a link of last resort for crisis communications.Federal Computer Week. http://www.fcw.com/print/l2 I I/news/92790-1 .html [Accessed June 10,2010]

MCEACHREN, A.M., Caiac, G., Sharmaad, R., Rauschertad, I., Brewerab, I., Bolelliac, L., Shaparenkoad, B., Fuhrmannab, S., Wangac, H.(2005). Enabling collaborative geo-information access and decision-making through a natural multimodal interface. International Journal of Geographic Information Science, 19 (3), 293-317.

MCEVILY B., Zaheer. A. (1999). Bridging ties: A source of firm heterogeneity in competitive capabilities, Strategic Management Journal, 20 (12), 1133-1156.

NIJ. (2002). Crisis information management software (CIMS) feature comparison report, Special Report, U.S. DOJ, National Institute of Justice, Washington D.C. www.ncjrs.gov/pdffiles I /nij/197065.pdf . [Accessed March 10,2010].

NONAKA, I. (1994). A Dynamic theory of organizational knowledge creation, Organizational Science, 5(1), 14-37.

NORTON, D.(2003). Rainbow usability: Customization vs. training in developing countries, Interactions, 10 (2), 9- 12.

PADILHA, R.P., Borges, M., Gomes, J.O, Canos, J. (2010). The Design of collaboration support between command and operation teams during emergency response, 14th International Conference on Computer Supported Cooperative Work in Design (CSCWD), April 14-16, Shanghai, China, 759 - 763

PEARLSON, K., Saunders, C. (2004). Managing and Using Information Systems: A Strategic Approach, John Wiley & Sons. New York.

RAMASWAMY, S., Rogers. M., Crockett, A.D., Feaker, D., Carter, M. (2006). WHISPER- Service integrated incident management system, International Journal of Intelligent Control and Systems, 11(2), 114-123.

REYNOLDS, J., Stinson, W. (1993). Sustainability Analysis, Primary Health Care Advancement Programme, Aga Khan Foundation., Bangkok.

TIMBRELL, G.., Andrews., N.M., Gable, G. (2001). Impediments to inter-firm transfer of best practice in an enterprise systems context. In: Proceedings of the 7th Americas Conference on Information Systems, Boston, MA, 1084-1090.

TIMBRELL, G., Gable, G. (2001). The SAP ecosystem: A knowledge perspective. In: Proceedings of the 12th Information Resources Management Association International Conference, Toronto, Canada, 1115-1118.

TSUI, E. (2003). Initial response to complex emergencies and natural disasters. In: Kevin M. Cahill (Ed.), Emergency Relief Operations, Fordham University Press and the Center for International Health and Cooperation, New York. pp.32-54.

VENKATRAMAN, N. (1994). IT-enabled business transformation: From automation to business scope redefinition. Sloan Management Review, 35 (2),73-87.

WADE, R.H. (2002). Bridging the digital divide: new route to development or new form of dependency?, Global governance, 8 (4), 443-466.

WALSHAM, G. (2000). IT/S in DCs. In: M. Zeleny (ed.), Handbook of Information Technology in Business, International Encyclopedia of Business Management, Thomson Learning , London, pp. 105-109.

WORLD BANK.(2002).Rood Safety, http://www.worldbank.org/transport/roads/safety.htm [Accessed January 23, 2010].




How to Cite

Kamoun, F., Werghi, N., & Al Blushi, M. (2010). On the Appropriateness of Incident Management Systems in Developing Countries: A Case from the UAE. Journal of Technology Management & Innovation, 5(4), 57–69. https://doi.org/10.4067/S0718-27242010000400005



Research Articles

Similar Articles

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 > >> 

You may also start an advanced similarity search for this article.