London Ambulance Service computer-aided despatch system☆

Abstract This paper illustrates the dangers of trying to implement high technology projects, without sufficient technical research and development, adequate management organisation and due regard to social factors. The London Ambulance Service is the largest in the world. During the early 1990s, it attempted to introduce a computer-aided despatch system. This system was finally commissioned in October 1992, about 9 months late and failed within 2 weeks. This case study traces the history of the project and identifies the flaws that led to its failure.