A conceptual framework for explaining the value of end user maturity levels for IT management

This paper proposes a conceptual framework of three maturity levels for the effective management of end users during systems development. The framework is based on a model that explains all the important elements involved during the establishment and maintenance of sound relationships between the different role players in a software project team. It is argued that the level of end user maturity is determined by the experience and knowledge of the end user regarding the nature of a given project. As such it is directly linked to the type of IT-end user relationship. The value of the three levels lies therein that it gives the IT department the advantage of understanding and supporting end users in a more effective way during systems development. The research was done by means of a qualitative approach in which thought experiments were used to inductively refine the results of the research study.