Exploring new coordination scenarios for workflows in the Amsterdam Police Force

In this paper we discuss the value of simulation-games as organizational change instruments. We present a case where new information and communication technology is introduced in the Amsterdam Police Force to enhance coordination and communication in workflows like handling firearm criminality or handling youth criminality. Policemen have participated in 9 occurrences of a social simulation-game where they perform daily tasks and explore new coordination scenarios. From our action research study we conclude that simulation-games provide more detailed insight in coordination issues than oral participatory design discussions. Furthermore we discuss how simulation-games can serve different interests in the different phases (unfreeze-rebalance-move-freeze) of an organizational change process.

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