Comment by rvense

That's of course true in the abstract and general, but I'm not talking about that. A lot of the criticism in Denmark has been quite quantifiable: things like increased number of clicks to perform similar tasks, and instances of losing work and being forced to start over if you, say, picked the wrong option early in a process, increased number of steps for no benefit. And also the presence of many steps and decisions that relate to billing, which of course should not need to be made here, since no bills are ever written. A bunch of things that add up to more time spent on things that the old systems made simple.

But from Epic and the higher-ups (who have to defend their expensive acquisition), it's always the same reply even to the most concrete of criticism: you just don't like change! At some point it really moved beyond just a bad excuse and became victim blaming.

(Please know that the context here - and I think in our neighbouring countries as well - is not that there was no automation, rather there were a set of mostly functional solutions in each region that were replaced by a single top-down mandated country-wide system. There was a book published recently about the process that led to the implementation of Epic's system from which I did not get the impression that this was based on merit as much politics.)