Research Reports

Facilitating Usage of New Tech in Defense Systems: Issues and a Way Forward

PUBLIC RELEASE
March 2025

COMPLETED
Original: July 2024; Amended: February 2025

AUTHORS:  Dr. Eric W. Burger1, Dr. Robin Dillon-Merrill2, Ms. Erika Heeren-Moon1
VIRGINIA TECH1, GEORGETOWN UNIVERSITY 2

This AIRC project contributes to the acquisition and sustainment process for new technology by identifying critical issues in the socialization of new technologies from the end-user perspective. Understanding that the definition of an end user varies greatly by the technology and purpose in question, there is a fundamental knowledge gap between how to best acquire and test a new technology versus how to domesticate and use the technology within the relevant Department of Defense (DoD) culture, function, and processes.

Previous research points to convenience as a factor. If it is easy to make sense of it in a person’s day-to-day workings, then incorporating a new technology is easier. However, in cases where an individual or group within an organization must make moderate to substantial changes to their daily routine and practices, the pushback is much stronger.

This pushback—and other processes and systems that slow the progress of the implementation of a new technology—is called friction. Areas of friction were identified as concerns within the DoD, including reassignment of critical military personnel; user ownership and accountability; poor communication of emerging and ongoing user issues; unintended consequences of neighboring protocols and inter-branch relations; and lack of clear, holistic, and consistent metrics for tracking end-user sustainment.

The AIRC researchers note that due to the complexity, scale, and unknown factors within the DoD, establishing clear metrics to track and improve new technology socialization practices or identify areas of friction unique to different project types is a major undertaking.

The team recommends continued research focusing on the complexity barrier to creating cardinal metrics, beginning by focusing on identifying blind spots in the process of technology socialization within and across organizational branches. The goal is to paint as clear and comprehensive a picture for one specific type of technology and then repeat the study for other technology categories and adjust as necessary.