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 studies have been conducted post failure and into the unique political and organisational challenges presented by such an organisation.