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Knowledge Management (KM) Strategy 15 November 2008

Oman e-Government Workshop 2008

The idea is not to create an encyclopedia of everything that

everybody knows, but to keep track of people who ‘know the

recipe’, and nurture the technology and culture that will get

everyone to share, to collaborate and to apply.

“

”

What is Knowledge Management?

Anonymous


• No one can manage knowledge alone

• But collectively, we can manage the KM environment, where knowledge can be – Created– Discovered– Captured– Shared– Distilled– Validated– Transferred– Adopted– Adapted– Applied

Challenges to KM

• Too many systems, or no system• De-centralised• Difficult to contribute• Time consuming to search• Difficult to use• Data overload• …

Opportunity !

tacit knowledge

Explicit kn

owledge

solutionproblem

product / service

product life cyclefailure

customerIT

training

engineering

operations

human resourcesScanning

search

communities of practiceKM tools

budget

time

person

team

reports

videoIntra/internet

email

databases

Securityaccess

MapMap

CaptureCapture

OrganizeOrganize

TransferTransfer

UtilizeUtilize

= Inventory knowledge assets, people and media

= Gather from people who know

= Arrange assets in a logical, searchable and usable format

= Pass on knowledge between people or systems

= Knowledge share to everyone’s benefit

KM Life Cycle

MapMap

OrganizeOrganize

UtilizeUtilize

MappingTool

Which Enabler to use?

CaptureCapture

TransferTransfer• Sharing• Capturing• Accessing• Converting

• Map Knowledge Assets• Priorities• Plan

Knowledge Management Strategy

• Content– Collectively as one big think-tank– Central repository of all knowledge resources

• People– Government– Institution– Private Sector– Citizen

• Process – Infrastructure– Applications– Workflows

Knowledge Management

Content Process

People Compelling UserExperience

Empowerto make decisions

| to complete tasks

Innovation, Re-use and Agility

BlogBlogIdeas & CommentsIdeas & CommentsPersonal AttractorPersonal Attractor

WikiWikiShared DocumentsShared DocumentsStatus/Policies/etc.Status/Policies/etc.

ForumForumQuestion & AnswerQuestion & AnswerDiscussion PointDiscussion Point

Shared BookmarksShared BookmarksCoCo--developed resourcedeveloped resourceResearch/Look upResearch/Look up

Feed ReaderFeed ReaderUpdates in one placeUpdates in one placeQuick scanQuick scan

Social NetworkingSocial NetworkingSearch & Find PeopleSearch & Find PeopleBonds over distanceBonds over distance

RSS Feeds and Tags Act as Linking Mechanism

From Web 2.0 to Government 2.0

Reach(# of people

accessed)

Variety(Diversity of skills and knowledge available to the network)

Agency

Inter-Agency

Inter-Jurisdictional

BeyondGovernment

Wide Spectrum of Government 2.0 Activity

1960s 1970s

Batch

OLTP

Two tierThree tier

SOA

Event Driven SOA

CoDA

1980s 1990s 2000s 2010s 2020s

Agility

Mainframe era Server era Web era

Context Driven Architecture (CoDA)

Gartner 2007

KM Strategy

• Efficient• Innovative• Reuse - Avoid reinventing the wheel• Consistent • Maximize limited resources - both financial and human• Collaboration across different mediums• Collaboration across the globe

Case Study: Government Information Sharing Policy in Korea

• To enhance government efficiency

• To reduce the paperwork burden for citizens

Circulation of Documents issued by the Government443 million documents are issued every year

Tender, construction business, business registration, etc.55

Automobile registration, two-wheeled vehicle report, etc.2626

Land, registration, real estate, etc.190190

Resident registration, seal impression, census registration, etc.222222

million documentsmillion documents




Share of requested documents for each group

Administrative institutions : 19.8%

Public institutions : 10%

Financial institutions : 37.1%

General business institutions : 20.8%

Individual transactions, etc. : 12.3%

Other certificates

Real estate certificates

Personal certificates

Automobile certificates

A citizen has to visit government offices 10 times a year.

A businessman in Korea has to submit documents 9.6 times

as many as in US and some European countries.

This has caused a huge amount of social cost; 0.5% of GDP.

Waste of time and money resulting from submitting documents

Organizational framework for Government Information Sharing Policy

Government Information Sharing Committee

Government Information Sharing Task Force

Government Information Sharing Promotion Advisory Committee

General planningmanagement

team

Coordinationevaluation

team

Documentreduction

team

Team for building

shared system

Chairman : Prime Minster/ private-sector

chairman

Members : 12 ministers, 6 private-sector experts

Government Information Sharing Promotion Committee

Members: Professors having expertise in

economicsㆍsocial scienceㆍpublic

administrationㆍIT and Civic Groups (total: 12)

Government Information Sharing Advisory Committee

Members of the Task Force are composed of officials from various government departments(13) to ensure coordination.

Government Information Sharing Task Force

Organizational chart Composition

Functions and roles of Government Information Sharing CommitteeFunctions and roles of Government Information Sharing Committee

Establish and implement policies for expanding government Establish and implement policies for expanding government information sharing information sharing

Improve legal system concerning government information sharingImprove legal system concerning government information sharing

Decide target information, procedures, access authority of Decide target information, procedures, access authority of government information sharinggovernment information sharing

Promote Business Process RePromote Business Process Re--engineering for expanding information engineering for expanding information sharing, make decisions on system development sharing, make decisions on system development

Check and examine current status of information sharingCheck and examine current status of information sharing

Education and Public RelationsEducation Public Relations

Widely distribute PR posters and

leaflets

Produce and distribute PR video clips

Utilize neighborhood association

meetings, community bulletin board etc.

for PR

Post related articles on Press

Hold interviews with TV programs on

Government policy

Produce and distribute easy manual

for users

Provide educations for Chief Officers

of institutions

(Provide education for person in

charge in every institutions)

Provide nationwide user education

tour

(2 stage)

Prepare education program for person

in charge of instruction in public

institutions

2. Current Status of Information Sharing※ The number of using information sharing service (per

year)

’06 ’07

8Mil

24Mil

’04 ’05

5Mil

28Mil

’02

0.3Mil

Key performances

• Savings from reduction of documents (as of 2007)– Approximately 250 billion won

• Survey Result (2008.3)– 87.8% of respondents are satisfied with the policy– Application process improvement(55.4%)– Reduction of time wasted(25.2%)

Everyone is a stakeholder in KM

ICT is just an enabler to KM

KM Strategy

Comparing the Tools

Free Tools Free Tools Widely Available on the Web Widely Available on the Web

Paid Tools Paid Tools Provided by Global and Local VendorsProvided by Global and Local Vendors

Building blocks…

Individual Data Interoperability

Connectivity

Knowledge Assets (KA)

= People knowledge

= Media-basedExplicitExplicitWritten down

TacitTacitin People’s head

Individuals

Paper-based

Multimedia

Digitally-Indexed

Digitally-Active

Intellectual Property ©™ (sm)Patents

Groups

Intrinsic

Cultural Change

• Learning• Acceptance to the domain• Increasing marketable skill set

Absorber: absorbing knowledge while not seeking a solution

• Create a Legacy• Satisfaction for contributing• Recognition from others• Appreciation from the company

Provider: providing a solution

• Find solution for current need• Recognition from others for solving problem

Seeker: seeking a solution

% P

artic

ipat

ion

25

50

75

100

Aware Wish Want Need Bestpractice

RequiredMotivation

What in it for Me (WIIFM)

Extrinsic

• Part of performance improvement plan• Peer Pressure

Absorber: absorbing knowledge while not seeking a solution

• Contributing to company value• Required in process• Customer requirement• Part of performance improvement plan• Salary plan

Provider: providing a solution

• Save time finding a solution• Save Money finding a solution• Required in process• Shared success

Seeker: seeking a solution

Metric DescriptionObjective Success Criteria Measure if objective success criteria have been metProcess Improvement Metrics Selected process measurements that will validate the success of

implementing a KM solution.

Return On Investment (ROI) Measure the cost to implement the KM solution and measure the value of savings generated because of the KM solution. (cost savings / cost to implement)

Anecdotes, Story telling Stories of events where the user experienced a significant time or cost savings or reuse of knowledge. This is a very effective way to communicate KM solution success; however, it’s challenging to collect all the events.

Knowledge Management Maturity Index (KMMI)

The KMMI is used to monitor the progress of the KM process within a process.

Outcome

Metrics - Outcome, Output & System

1 2 3 4 5

Knowledge Management Maturity

Valu

e ($

)

Maturity Level

Define YourProcess

Map YourKnowledge

Assets

Leverage YourKnowledge

Assets to Process

Execute Plan and Measure Process

Improvement

FranchiseSuccess

1 2 3 4 5

Knowledge Management Maturity

Valu

e ($

)

Maturity Level

Define YourProcess

Map YourKnowledge

Assets

Leverage YourKnowledge

Assets to Process

Execute Plan and Measure Process

Improvement

FranchiseSuccess

Output measurements System measurementsUsefulness survey Number of downloads Anecdotes Usability surveyUser ratings of contribution value Number of usersTime to solve a problem Total number of contributionsProposal win rates Contribution rate over timeNumber of problems solved Frequency of useTime to find expert Number of contributionsNumber of new products delivered Contributions/update rate over timeTime invested “gathering information” Search precision and recallTime invested “analyzing information” Number of articles publishedCustomer satisfaction survey Latency during collaborative design processNumber of patents/trademarks producedNumber of apprentices Number of contributionsNumber of problems solved Frequency of updatesSavings and improvements in Organizational quality and efficiency

Ratio of the number of members to the number of contributions

Time reduced for training Number of conference presentationsTime reduced in learning curve Number of coursesTraining costs reduction Participate surveyUsefulness survey Number of items converted Anecdotes Number of downloadsUser ratings of contribution value Usability surveyTime to solve a problem Number of usersProposal win rates Total number of contributionsNumber of problems solved Contribution rate over timeTime to find expert Frequency of useNumber of new products delivered Number of contributionsTime invested “gathering information” Contributions/update rate over timeTime invested “analyzing information” Search precision and recall

Captureand

Access

Sharing

Converting

Implementation

Define customer need & process

Train Customer on

Solution

Implement Solution

Utilize KM Solution

Start

Measure Improvement

Identify Corrective

Solution (CS)

Are expectations

met?

YesNo

Stop

Id additional KM needs

Yes

No

Deploy Corrective Solution

Map Knowledge

Assets

Leverage Knowledge

Assets

Questions:

1. What are the elements in your KM strategy? • Content• People • Process(Hint: What is the KM Model? – Vocabulary – Enablers)

2. What are the functions and roles of your “Government Information Sharing Committee”?

3. What are the resources needed? (Hint: Magnifies all Investment Of Resources)

4. What are the achievable and identifiable activities?(Hint: Reduces duplication | Repeatable Process | Teachable)

5. What’s the plan? • Plan Your Work, Work Your Plan

Think about it …

Nobody knows everything, but everybody knows something

You have to find out where and who knows what.“ ”
