Analysis and Lessons Learned From Information Systems Failures: A Case Study of the Major Flood Disaster in Hat Yai District, Songkhla Province Using Tan’s IS Failure Framework and the DeLone & McLean IS Success Model

Abstract

The major flood in Hat Yai District, Songkhla Province, in November 2025 caused severe impacts on communities, infrastructure, and public administration systems. One factor that constrained effective disaster management was the failure of information systems (IS), which play critical roles in communication, early warning dissemination, and decision support during emergency situations. This article aims to analyze and derive lessons learned from IS failures that occurred during the flood event. This study employs a conceptual analysis approach, applying Tan’s IS Failure Framework and the DeLone and McLean Information Systems Success Model to explain the characteristics and causes of IS failures in the context of disaster management. The findings indicate that these failures can be classified into four categories: 1) information failures, as evidenced by inaccurate and discontinuous water-level data; 2) functional failures, including limited performance of early warning systems and complaint-handling platforms; 3) system failures, notably damage to telecommunications infrastructure and data centers; and 4) service failures, including delayed communication, lack of backup channels, and limited system capacity during crisis periods. Based on these lessons, the study proposed a blueprint for change to enhance the preparedness of disaster information systems. This blueprint covers five dimensions: people, processes, information/data, technological infrastructure, and government policy. This framework serves as a guide for developing more accurate more accurate, resilient, and high-availability information systems to support public-sector decision-making and reduce disaster-related losses in the future.