The English Tourist Network Automation project: a case study in interorganizational system failure

What are the barriers to the success of inter-organizational information systems? This question is considered through an examination of the English Tourist Network Automation (ETNA) project, launched in 1990 with the declared aim of implementation within the majority of tourist information centres within two years. The project was abandoned in 1993 with systems installed in 17% of the target population. Tourist information centres are provided by an inter-organizational network involving national, regional and local bodies. The impact that the complexities of this network had on the failure of the system are explored through an analysis of published documents. The importance of an organizational perspective with a clear view of the role of organizational politics to supplement technical considerations is stressed.