User exclusion and fragmented requirements capture in publicly‐funded IS projects

Purpose – The purpose of this paper is to investigate the causes of and problems resulting from the exclusion of end‐users from the requirements capture phases of information systems (IS) development.Design/methodology/approach – This research conducts an extensive literature review to allow for the creation of a taxonomy of project failure. This taxonomy is then used as the basis for the thematic analysis of a case study into the failure of a large‐scale governmental IS project, utilising, interview, observation and document capture as its primary sources of data.Findings – The paper illustrates the critical nature of end‐user consultation in the development of IS, defining six key areas of concern when examining the issue of end‐user exclusion.Originality/value – This paper provides a taxonomy to allow for the identification and mitigation of user exclusion at an early stage in IS development. In addition to this, the case study provides a unique insight into an active project, where most previous studi...