Investigating an implementation of the New Information System of the Greek Asylum Service
Gkiouli, Aikaterini (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025052817673
https://urn.fi/URN:NBN:fi:amk-2025052817673
Tiivistelmä
Greece is one of the countries that have been under significant migratory pressure for the past few years, following the outburst of the refugee crisis in 2015. For several reasons, the implementation of a new information system was deemed necessary. In this thesis, an implementation of the new information system of the Greek Asylum Service and more specifically the implementation within the Greek Dublin Unit is examined.
The purpose of this study is to understand how the implementation of the new system was perceived by the users, how easy adaptation to it was and identify the system’s strong points and weaknesses. Moreover, the reasons for which the creation and implementation of this new information system were imposed are identified in order to give a clearer picture of the ongoing change.
The objective of this investigation is to provide actionable insights to help the software company and the General Directorate for Information Applications and Communications of the Ministry of Asylum & Migration to improve the current system for direct users and as a result the services provided to the recipients of the Asylum Service’s services, the asylum applicants.
The theoretical framework includes the principles of Human-Centered Design as well as Lewin’s Change Model because the first one focuses on people, their needs and how they interact with a service, while the second explains in three and easy-to-understand steps an organizational change, like the one the Greek Asylum Service is currently experiencing.
The methodological approach is a mix of qualitative and quantitative research, benefiting from the field of case study methodology. The data were gathered with the use of questionnaires handed out to the users within the Greek Dublin Unit and by conducting short interviews with some key actors in the decision-making and implementation process.
The findings indicate that the users faced some significant issues when the new system was first launched but overall, they think it constitutes a positive change. According to the findings there is still a need for improvement, but the most interesting outcome was that there has been a significant shift in the perception of the users since the first implementation of the system until now.
The findings have been shared with the Governor of the Greek Asylum Service and the Head of General Directorate of Information Applications and Communications of the Ministry of Asylum and Migration and there are plans for future development.
The purpose of this study is to understand how the implementation of the new system was perceived by the users, how easy adaptation to it was and identify the system’s strong points and weaknesses. Moreover, the reasons for which the creation and implementation of this new information system were imposed are identified in order to give a clearer picture of the ongoing change.
The objective of this investigation is to provide actionable insights to help the software company and the General Directorate for Information Applications and Communications of the Ministry of Asylum & Migration to improve the current system for direct users and as a result the services provided to the recipients of the Asylum Service’s services, the asylum applicants.
The theoretical framework includes the principles of Human-Centered Design as well as Lewin’s Change Model because the first one focuses on people, their needs and how they interact with a service, while the second explains in three and easy-to-understand steps an organizational change, like the one the Greek Asylum Service is currently experiencing.
The methodological approach is a mix of qualitative and quantitative research, benefiting from the field of case study methodology. The data were gathered with the use of questionnaires handed out to the users within the Greek Dublin Unit and by conducting short interviews with some key actors in the decision-making and implementation process.
The findings indicate that the users faced some significant issues when the new system was first launched but overall, they think it constitutes a positive change. According to the findings there is still a need for improvement, but the most interesting outcome was that there has been a significant shift in the perception of the users since the first implementation of the system until now.
The findings have been shared with the Governor of the Greek Asylum Service and the Head of General Directorate of Information Applications and Communications of the Ministry of Asylum and Migration and there are plans for future development.