Technology Integration and Responder Workflow in a South African Emergency Contact Centre: An Activity Theory Case Study

Emergency Contact Centres (ECCs) rely on integrated technologies to improve response, yet these tools can disrupt workflows. This study investigates how integrations shape human activity in a South African ECC managing emergency hotlines. Guided by Activity Theory (AT) and an interpretivist case study design, semi-structured interviews were conducted with 12 participants. Three system-level contradictions were identified: the priority of speed over comprehensive data capture (C1), interoperability failure and workarounds (C2), and organisational and technical inertia (C3). This research contributes a human-centric account of technology adoption, showing how external Key Performance Indicators (KPIs) override tool design, forcing responders to navigate systemic friction. Practical implications include aligning KPIs with clinical data entry, enhancing Application Programming Interface (API) interoperability, and supporting employees to overcome resistance. This study provides insights into adopting complex Information Systems in life-critical environments.