Misrad c 2009knowledgemanagementfore Governmentiipa10!7!09 090805053616 Phpapp01

8/9/2019 Misrad c 2009knowledgemanagementfore Governmentiipa10!7!09 090805053616 Phpapp01

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Indian Institute of Public Administration, New DelhiIndian Institute of Public Administration, New Delhi Training Programme on Advanced –Training Programme on Advanced –

Cyber laws, Information Security andCyber laws, Information Security and

Software uality Assurance forSoftware uality Assurance forScientists and TechnologistsScientists and Technologists

Sponsored bySponsored by

Department of Science andDepartment of Science and Technology, Government of Technology, Government of

IndiaIndia


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Knowledge Management forKnowledge Management for

EgovernmentEgovernment

G!est "ect!reG!est "ect!reby by

Dr D#$#MIS%&, I#S# '%etd#(Dr D#$#MIS%&, I#S# '%etd#(Independent Egovernance %esearcher and $ons!ltantIndependent Egovernance %esearcher and $ons!ltant

)riday, *!ly 1+, ++-)riday, *!ly 1+, ++-

11.+ to 1++ p#m#11.+ to 1++ p#m#


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I /rief 0istory of KMI /rief 0istory of KM

KM isKM is to 1 to 1 years old and a contrib!tion of years old and a contrib!tion of

private sector

private sector## 2ioneers incl!de32ioneers incl!de3

2eter Dr!c4er in 1-5+s 'Knowledge 2eter Dr!c4er in 1-5+s 'Knowledge 6or4er(6or4er(

KarlEri4 Syeiby in 1-7+s 'KM&2 8 KarlEri4 Syeiby in 1-7+s 'KM&2 8

Knowledge Management &ctivity 2lanning(Knowledge Management &ctivity 2lanning(

9ona4a and Ta4e!chi in 1--+s 9ona4a and Ta4e!chi in 1--+s

'Tacit Knowledge('Tacit Knowledge(


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/rief 0istory of KM/rief 0istory of KM

It has started ma4ing entry toIt has started ma4ing entry to p!blic

p!blic

sectorsector only recently#only recently#

In :K, for e;ample, eEnvoy introd!ced theIn :K, for e;ample, eEnvoy introd!ced the

Knowledge 9etwor4Knowled

ge 9etwor4 in +++ followed byin +++ followed byKnowledge Enhanced Government 'KEG(Knowledge Enhanced Government 'KEG(

& development agency li4e the 6orld /an4& development agency li4e the 6orld /an4

set !p a Knowledge Managementset !p a Knowledge ManagementSecretariat and has come o!t with aSecretariat and has come o!t with a

Knowledge &ssessment MethodologyKnowled

ge &ssessment Methodology 'KM('KM(


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II %ise of Knowledge 6or4erII %ise of Knowledge 6or4er

and Knowledge Economyand Knowledge Economy Knowledge 6or4erKnowl

edge 6or4er has emerged as a 4eyhas emerged as a 4eyreso!rce for acceleratedreso!rce for accelerated economiceconomicdevelopment#deve

lopment# India has ta4en the initiative of setting !p aIndia has ta4en the initiative of setting !p a

9ational Knowledge $ommission9ational Knowl

edge $ommission for leveragingfor leveraging4nowledge for economic development4nowledge for economic development Emergence of )inland as aEmergence of )inland as a leading 4nowledgeleadin

g 4nowledgeeconomyeconom

y, which was earlier facing economic, which was earlier facing economiccrisis, is acrisis, is a s!ccess storys!ccess stor

y of leveragingof leveraging

4nowledge for economic development#4nowledge for economic development# I$TI$T andand EgovernmentE

government play an important part inplay an important part inleveraging 4nowledge forleveraging 4nowledge for economiceconomicdevelopmentdeve

lopment##


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III# 6hat is KnowledgeIII# 6hat is Knowledge

Management 'KM(


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I@# Importance of Knowledge ManagementI@# Importance of Knowledge Management

'KM( for Egovernment 'KM?Eg('KM( for Egovernment 'KM?Eg(

Government has beenGovernment has been principal !serprincipal !ser ofof 4nowledge4nowledge worldwide since times immemorial#worldwide since times immemorial#

2rimary f!nction of Government is decisionma4ing and2rimary f!nction of Government is decisionma4ing andEgovernment provides !niA!e s!pport to decisionEgovernment provides !niA!e s!pport to decisionma4ing ')ig!re 1(ma4ing ')ig!re 1(

Government hasGovernment has largest repositorieslargest repositories ofof informationinformation andanddatabasesdatabases andand EGovernmentEGovernment helps in theirhelps in their eBcienteBcientmanagementmanagement##

Government always had access to theGovernment always had access to the best availablebest availabletechnologytechnology to manage its aCairs andto manage its aCairs and EgovernmentEgovernment provides some of the latest and best availableprovides some of the latest and best available

technology#technology# There has been There has been information e;plosioninformation e;plosion in recent years andin recent years and

EgovernmentEgovernment provides an important tool to cope !p withprovides an important tool to cope !p withit#it# Bce doc!mentsBce doc!ments lead inlead in storage on paperstorage on paper 'Table1('Table1(


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DecisionMa4ing 2rocess inDecisionMa4ing 2rocess in

Government s!pported by EGovernment s!pported by E

governmentgovernment )ig!re 1 The decisionma4ing process in)ig!re 1 The decisionma4ing process in

Government s!pported by EGovernmentGovernment s!pported by EGovernment

INP!T

"N#$%&D'&

#!TP!T

Policies,Programmes, (Im)lementation

Decision*+aing Process

S!pported by EgovernmentInformation Sec!rity


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6orldwide riginal $ontent Stored in6orldwide riginal $ontent Stored in

2aper2aper

Table 1 6orldwide prod!ction of printed original content3 Table 1 6orldwide prod!ction of printed original content3

Storage content3 2aperStorage content3 2aper

Ty)e of ContentTy)e of Content TerabytesTerabytes

-oos-oos .-.-

News)a)ersNews)a)ers 1.7#?1.7#?

#.ce Documents#.ce Documents 1,.-5#1,.-5#

+ass maret+ass maret)eriodicals)eriodicals

/ournals /ournals FF

NewslettersNewsletters +#-+#-

TotalTotal 0,122(30,122(3

Source4 5ow much information 6772


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Importance of Knowledge ManagementImportance of Knowledge Management

'KM( for EGovernment 'KM?Eg('KM( for EGovernment 'KM?Eg(

1#1# 2rint, =lm, magnetic, and optical storage media2rint, =lm, magnetic, and optical storage mediaprod!ced abo!tprod!ced abo!t e;abytes e;abytes of new information inof new information in++#++#

## E;abytes .5,+++ new libraries the siHe of the E;abytes .5,+++ new libraries the siHe of the"ibrary of $ongress boo4 collections#"ibrary of $ongress boo4 collections#

.#.# - of the new information was stored on- of the new information was stored onmagnetic media, mostly inmagnetic media, mostly in hard dis4shard dis4s##

?#?# )ilm represents 5 of the total, paper +#+1, and)ilm represents 5 of the total, paper +#+1, andoptical media +#++#optical media +#++#

5.5.

How much new information per person?How much new information per person?

The world The world

pop!lation is F#. billion# Th!s almostpop!lation is F#. billion# Th!s almost 7++ M/7++ M/ ofofrecorded information is prod!ced per person eachrecorded information is prod!ced per person eachyear &bo!t .+ feet of boo4s to store eA!ivalentyear &bo!t .+ feet of boo4s to store eA!ivalentof 7++ M/ of information on paper#of 7++ M/ of information on paper#


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@# E;ploding )ive Myths in@# E;ploding )ive Myths in

KMKMMyth 1Myth 133 KM is a fadKM is a fad##

6rong# It is here to stay whether we call it by this name or6rong# It is here to stay whether we call it by this name or

any other name#any other name#

Myth Myth 33 KM is not for GovernmentKM is not for Government##

6rong# Government being 4nowledgebased, it is very6rong# Government being 4nowledgebased, it is very

m!ch for Government#m!ch for Government#

Myth .Myth .33 KM is not for $ivil ServantsKM is not for $ivil Servants

6rong# /eing6rong# /eing Knowledge 6or4ersKnowledge 6or4ers, $ivil Servants are very, $ivil Servants are very

m!ch concerned withm!ch concerned with KMKM##

Myth ?Myth ?33 KMKM is not for Information Sec!rity#is not for Information Sec!rity#

6rong#6rong# KMKM being an integral part ofbeing an integral part of Egovernment,Egovernment, InformationInformationSec!rity is vitally concerned with it#Sec!rity is vitally concerned with it#

Myth Myth 33 KMKM isis theoretical disciplinetheoretical discipline##

6rong# It is a practical6rong# It is a practical management toolmanagement tool##


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@I 2erspectives for KM@I 2erspectives for KM

2rocess perspective2rocess perspective :ser perspective:ser perspective Technical perspective Technical perspective

rganiHational perspectiverganiHational perspective "egal perspective"egal perspective Knowledge perspectiveKnowledge perspective

$!lt!ral, societal and political perspective#$!lt!ral, societal and political perspective# 8Source4 +( A( $immer, 9Integrated service modelling for online8Source4 +( A( $immer, 9Integrated service modelling for online

one*sto) government:,one*sto) government:, EM - Electronic MarketsEM - Electronic Markets, S)ecial issue on, S)ecial issue one*'overnment, 06 82;, 6776, ))( 0*3;e*'overnment, 06 82;, 6776, ))( 0*3;


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@II Iss!es in KM@II Iss!es in KM

1#1# Information is not !p to date#Information is not !p to date#

## %eA!ired information is not%eA!ired information is not

available#available#

.#.# Too m!ch information is collected# Too m!ch information is collected#

?#?# @ery little information is !sed in@ery little information is !sed in

act!al decisionma4ing#act!al decisionma4ing### Information sec!rity is of vitalInformation sec!rity is of vital

concern#concern#


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@III Knowledge 2yramid@III Knowledge 2yramid

)o!r $omponents of Knowledge)o!r $omponents of Knowledge

ManagementManagement

'a(# Data'a(# Data

)acts and )ig!res)acts and )ig!res'b(# Information'b(# Information

Data J InterpretationData J Interpretation

'c( Knowledge'c( Knowledge

Data J Interpretation J :seData J Interpretation J :se'd( 6isdom'd( 6isdom

Data J Interpretation J :se J &pplicationData J Interpretation J :se J &pplication


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)ig!re Knowledge 2yramid)ig!re Knowledge 2yramid

Knowledge 2yramidKnowledge 2yramid

$isdom

"nowledge

Information

Data


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I# DataI# Data

1# Data1# Data %aw and 2rocessed Data%aw and 2rocessed Data Data EntryData Entry

"oc4ed Data"oc4ed Data &ccessibility to Data&ccessibility to Data L!ality of DataL!ality of Data

'i( :p to date'i( :p to date 'ii( &cc!rate'ii( &cc!rate

'iii( %eliable'iii( %eliable


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DataData

Sharing of DataSharing of Data

'a( GG'a( GG

'b( G$'b( G$

# $ollection, Entry, &nalysis, Storage and# $ollection, Entry, &nalysis, Storage and

%etrieval of Data%etrieval of Data

Erecord and its Management Erecord and its Management

Sec!rity of Data Sec!rity of Data !tso!rcing Data Entry !tso!rcing Data Entry


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DataData

# Data Mining and Knowledge Discovery# Data Mining and Knowledge Discovery

Trends and 2atterns Trends and 2atterns

?# Data 6areho!se?# Data 6areho!se

# Data Storage# Data Storage

%&ID '%ed!ndant &rray of Ine;pensive %&ID '%ed!ndant &rray of Ine;pensive

Dis4s(Dis4s( &rchitect!re3 Si; layers3 %&ID + to &rchitect!re3 Si; layers3 %&ID + to


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DataData

9etwor4ed &ttached Storage '9&S( and9etwor4ed &ttached Storage '9&S( and

Storage &rea 9etwor4 'S&9(Storage &rea 9etwor4 'S&9(

F# Data and DatabaseF# Data and Database

DatabaseDatabase

"ogical $ollection of Data "ogical $ollection of Data

Entities '2ersons, b>ects, Events, 2laces( Entities '2ersons, b>ects, Events, 2laces(

$reate, Store, :pdate, retrieve Data $reate, Store, :pdate, retrieve Data Set of Tables Set of Tables


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DataData

%ecords and )ields%ecords and )ields

5# Database Management System 'D/MS(5# Database Management System 'D/MS(

Software System Software System

$reating, Storing, :pdating and $reating, Storing, :pdating and

%etrieving Data%etrieving Data

7# %elational Database Management7# %elational Database Management

SystemSystem '%DMS('%DMS(

Integrity Integrity


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DataData

$onc!rrency$onc!rrency

Key )ields Key )ields

-# Meta Data-# Meta Data Data abo!t Data Data abo!t Data

1+# Schema1+# Schema

Data Elements and their %elationship Data Elements and their %elationshipinin

a Domain, $onstraintsa Domain, $onstraints


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DataData

11# $entralisedDistrib!ted Databases11# $entralisedDistrib!ted Databases

1# Mod!larMonolithic Design1# Mod!larMonolithic Design

1.# ID Database:niA!e ID &!thority in1.# ID Database:niA!e ID &!thority in $abinet ran4$abinet ran4

1?# Single Sign n 'SS(1?# Single Sign n 'SS(

1# Smart $ards1# Smart $ards


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# Information# Information

Information SystemsInformation Systems inin

Government 'oine( Government 'oine(

Egovernment 'online( Egovernment 'online(

## Information )lowsInformation )lows inin Government Government

Egovernment Egovernment

.#.# Management Information System 'MISManagement Information System 'MIS( in( in

Government Government

Egovernment Egovernment


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InformationInformation

$oe;istence of $oe;istence of

Traditional MIS Traditional MIS

Modern MIS 'eMIS( Modern MIS 'eMIS(

2roblems of their $oE;istence and2roblems of their $oE;istence and

Sol!tionSol!tion

F#F# Transitional Strategies from Traditional to Transitional Strategies from Traditional to

Modern MISModern MIS5#5# &dvantages and Disadvantages of&dvantages and Disadvantages of

Traditional and Modern MIS Traditional and Modern MIS


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InformationInformation

7# 2ractical concern to Infornmation7# 2ractical concern to Infornmation

Sec!rity3 Information E;plosion inSec!rity3 Information E;plosion in

Government nlineGovernment nline

-# 9!mber of government pages have-# 9!mber of government pages have

ass!medass!med serio!s vol!meserio!s vol!me and pose aand pose a

da!nting challenge toda!nting challenge to

informationinformation

reso!rce management# 0ave areso!rce management# 0ave a

loo4 at Table #loo4 at Table #


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Table 2age co!nt of selected Egovernment Table 2age co!nt of selected Egovernment

sites available thro!gh Google '*!ne ++(sites available thro!gh Google '*!ne ++(So!rce3 6agner et al# Electronic Government . '1(So!rce3 6agner et al# Electronic Government . '1(.F.F

S.N.S.N. Country Country GovernmentGovernment

domaindomainNumber Number

of web pagesof web pages

11 :S&:S& #gov#gov .F7,+++,+++.F7,+++,+++

$anada$anada #gc#ca#gc#ca 1,1++,+++1,1++,+++

.. :K :K #gov#!4#gov#!4 -,7+,+++-,7+,+++

?? &!stralia&!stralia #gov#a!#gov#a! 5,++,+++5,++,+++


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Table 2age co!nt of selected Egovernment Table 2age co!nt of selected Egovernment

sites available thro!gh Google '*!ne ++(sites available thro!gh Google '*!ne ++(

$hina$hina #gov#cn#gov#cn ,F.+,+++,F.+,+++

FF 9ew Nealand9ew Nealand #gov#nH#gov#nH 1,-+,+++1,-+,+++

55 So!th &fricaSo!th &frica gov#Hagov#Ha 71F,+++71F,+++

77 0ong Kong0ong Kong # gov#h4# gov#h4 775,+++775,+++

-- Thailand Thailand #gov#th#gov#th 57,+++57,+++

1+1+ SloveniaSlovenia #gov#si#gov#si .77,+++.77,+++


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&$T on Information&$T on Information

1+ &$T on Information,1+ &$T on Information,

&& &ccessible&ccessible

Is informationIs information accessibleaccessible to all concerned in theto all concerned in the

organisation


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Information L!alityInformation L!ality

11#11# Information L!alityInformation L!ality Good A!ality informationGood A!ality information can be de=ned ascan be de=ned as

information that meets or e;ceeds theinformation that meets or e;ceeds thee;pectations of all processes or informatione;pectations of all processes or informationcons!mers who !se that information#cons!mers who !se that information#

Information L!alityInformation L!ality33 Information conforms to a certain format,Information conforms to a certain format, &ll relevant information is complete,&ll relevant information is complete, Information is consistent 'i#e#, *ohn Smith isnOtInformation is consistent 'i#e#, *ohn Smith isnOt

Pagged as female(,Pagged as female(, Information is acc!rate,Information is acc!rate, Information is not d!plicated#Information is not d!plicated# 8Source4 Daragh # -rien 6771;8Source4 Daragh # -rien 6771;


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Information L!alityInformation L!ality

1#& ++? st!dy on attit!des abo!t information A!ality in the1#& ++? st!dy on attit!des abo!t information A!ality in the:K p!blic sector cond!cted by:K p!blic sector cond!cted by L&SL&S, a software vendor,, a software vendor,fo!nd that3fo!nd that3

-- of those s!rveyed felt that information was a critical-- of those s!rveyed felt that information was a criticalorganisational asset#organisational asset#

7+ recognised that poor A!ality information impacted7+ recognised that poor A!ality information impactedA!ality of service and improvement of service A!ality#A!ality of service and improvement of service A!ality# + viewed a lac4 of best practice proced!res andor a+ viewed a lac4 of best practice proced!res andor a

clear strategy for the management of information A!ality asclear strategy for the management of information A!ality asa 4ey root ca!se of c!rrent problems#a 4ey root ca!se of c!rrent problems#

The s!rvey also s!ggested that many p!blic sector bodies The s!rvey also s!ggested that many p!blic sector bodies

co!ld improve their information A!ality if someone withco!ld improve their information A!ality if someone withinP!ence over the whole organisation were to ta4einP!ence over the whole organisation were to ta4eresponsibility for the information strategy#responsibility for the information strategy#

7+ of respondents viewed address data as being7+ of respondents viewed address data as beingimportant to egovernment initiatives#important to egovernment initiatives#

I $itiHen State andI $itiHen State and

http://www.qas.com/http://www.qas.com/http://www.qas.com/


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I $itiHen, State andI $itiHen, State and

Information3Information3

The %ight to Information The %ight to Information The Indian E;perience The Indian E;perience %ight to Information &ct ++%ight to Information &ct ++ came into forcecame into force

on ctober 1, ++on ctober 1, ++ Information3Information3

Q Qany material in any form incl!ding records,any material in any form incl!ding records,doc!ments, memos, emails, opinions, advices,doc!ments, memos, emails, opinions, advices,press releases, circ!lars, orders, logboo4s,press releases, circ!lars, orders, logboo4s,contracts, reports, papers, samples, models,contracts, reports, papers, samples, models,data material held in any electronic form anddata material held in any electronic form andinformation relating to any private body whichinformation relating to any private body whichcan be accessed by a p!blic a!thority !nder anycan be accessed by a p!blic a!thority !nder anyother law for the time being in forceR and nowother law for the time being in forceR and nowalso incl!des also incl!des =le notings#=le notings# 'emphasis s!pplied( 'emphasis s!pplied(


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The %ight to Information The %ight to Information

%ight to Information3%ight to Information3 It incl!des the rightIt incl!des the rightto 8to 8

i#i#

inspect wor4s, doc!ments, records#inspect wor4s, doc!ments, records#ii#ii# ta4e notes, e;tracts or certi=ed copies ofta4e notes, e;tracts or certi=ed copies ofdoc!ments or records#doc!ments or records#

iii#iii# ta4e certi=ed samples of material#ta4e certi=ed samples of material#

iv#iv# obtain information in form of printo!ts,obtain information in form of printo!ts,dis4ettes, Poppies, tapes, videodis4ettes, Poppies, tapes, videocassettes or in any other electroniccassettes or in any other electronicmode or thro!gh printo!ts#mode or thro!gh printo!ts#


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2!blic organisations are reA!ired to p!blish2!blic organisations are reA!ired to p!blish,,

among other things3among other things3

i the partic!lars of its organiHation, f!nctions andi the partic!lars of its organiHation, f!nctions and

d!ties,d!ties,ii the powers and d!ties of its oBcers and employees,ii the powers and d!ties of its oBcers and employees,

iii the proced!re followed in its decision ma4ingiii the proced!re followed in its decision ma4ingprocess,process,

incl!ding channels of s!pervision and acco!ntability,incl!ding channels of s!pervision and acco!ntability,

andand iv the names, designations and other partic!lars of theiv the names, designations and other partic!lars of the

2!blic Information Bcers '2Is(2!blic Information Bcers '2Is(


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Time "imit Time "imit3 .+ days or ?7 ho!rs 'in3 .+ days or ?7 ho!rs 'incase of life and liberty of a person(case of life and liberty of a person(

$entral Information $ommission$entral Information $ommission

constit!ted3 1constit!ted3 1 $hief Information$hief Information$ommissioner$ommissioner '$I$( and not more than'$I$( and not more than1+ Information $ommissioners 'I$(1+ Information $ommissioners 'I$( whowhowill be appointed by the 2resident ofwill be appointed by the 2resident of

India#India# State Information $ommissionsState Information $ommissions alsoalso

constit!ted#constit!ted#


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2enalty2enalty3 Every 2I will be liable for =ne of %s# +3 Every 2I will be liable for =ne of %s# +per day, !p to a ma;im!m of %s# ,+++ for3per day, !p to a ma;im!m of %s# ,+++ for3

not accepting an applicationVnot accepting an applicationV delaying information release witho!t reasonabledelaying information release witho!t reasonable

ca!seVca!seV mala=dely denying informationVmala=dely denying informationV 4nowingly giving incomplete, incorrect,4nowingly giving incomplete, incorrect,

misleading informationVmisleading informationV

destroying information that has been reA!esteddestroying information that has been reA!estedandand obstr!cting f!rnishing of information in anyobstr!cting f!rnishing of information in any

manner#manner#


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II# KnowledgeII# Knowledge

00## Information = !se > "nowledgeInformation = !se > "nowledge

6(6( Ty)es of "nowledgeTy)es of "nowledge

8i; 8a;8i; 8a; &?)licit&?)licit "nowledge"nowledge

8b;8b; TacitTacit "nowledge"nowledge 8ii; 8a;8ii; 8a; Networ Networ "nowledge"nowledge

8iii; 8a;8iii; 8a; #ld#ld "nowledge"nowledge

8a;8a; NewNew "nowledge"nowledge

8iv; 8a;8iv; 8a; Ine?)ressibleIne?)ressible "nowledge"nowledge 8b;8b; &?)ressible&?)ressible "nowledge"nowledge

8c;8c; &?)ressed&?)ressed "nowledge"nowledge


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Tacit Knowledge Tacit Knowledge

1#1# &ct!al DecisionMa4ing&ct!al DecisionMa4ing inin

Government is based onGovernment is based on Tacit Tacit

KnowledgeKnowledge andand notnot onon E;plicitE;plicit

KnowledgeKnowledge##

# )or e;ample, two# )or e;ample, two civil servantscivil servants cancan

interpret ainterpret a r!ler!le in twoin two diCerentdiCerent ways#ways#

.# 6e cannot tell all we 4now '2olyani.# 6e cannot tell all we 4now '2olyani1-FF(1-FF(


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"ocating Knowledge"ocating Knowledge

Knowledge can be 4ept inKnowledge can be 4ept in '?2s(3'?2s(3

PlacesPlaces 8 recorded in e;isting8 recorded in e;isting doc!mentdoc!ment oror

databasedatabase ProcessesProcesses 8 embedded in 4nown wor48 embedded in 4nown wor4

processprocess PeoplePeo ple 8 Known to an identi=ed8 Known to an identi=ed individ!alindivid!al

PiecesPieces 8 distrib!ted in8 distrib!ted in partsparts among severalamong severalpeople or processes 'as in val!e chain(people or processes 'as in val!e chain(

8Source4 "urley and "ivowit< 6770;8Source4 "urley and "ivowit< 6770;


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III# Dimensions of KMIII# Dimensions of KM

There are There are three dimensionsthree dimensions ofof KnowledgeKnowledgeManagementManagement 'KM(3'KM(3

1 2eople '2(1 2eople '2(

@al!es and /ehavio!rs @al!es and /ehavio!rs

2rocess '2( 2rocess '2(

Internal str!ct!res Internal str!ct!res

. Technology 'T(. Technology 'T(

Enabler 'KM W T( Enabler 'KM W T(

It is aIt is a .legged stool.legged stool# If one leg is bro4en,# If one leg is bro4en,thethe

stool falls down# See )ig!re .#stool falls down# See )ig!re .#


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The 22T Model in KM The 22T Model in KM

)ig!re . The 22T Model in KM)ig!re . The 22T Model in KM

The 22T Modelin KM

2eople

2rocess

Technology


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I@# Knowledge ManagementI@# Knowledge Management

$ycle$ycle

KM can be viewed as aKM can be viewed as a cyclecycle consistingconsisting

of si;of si; s!ccessive phasess!ccessive phases33

11 :nderta4e Knowledge &!dit:nderta4e Knowledge &!dit

$reate Knowledge$reate Knowledge

.. $apt!re Knowledge$apt!re Knowledge

?? Store KnowledgeStore Knowledge

:se Knowledge:se Knowledge FF %eview Knowledge%eview Knowledge


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KM $ycle3 2hase IKM $ycle3 2hase I

2hase I2hase I :nderta4e Knowledge &!dit:nderta4e Knowledge &!dit

&s4 A!estions li4e3&s4 A!estions li4e3 6ho collects what information


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KM $ycle3 2hase IIKM $ycle3 2hase II

2hase II2hase II $reate Knowledge$reate Knowledge

Ta4e stoc4 of e;isting 4nowledge Ta4e stoc4 of e;isting 4nowledge

&ssess 4nowledge needs of the&ssess 4nowledge needs of theorganisationorganisation

Determine who will create whatDetermine who will create what

information, when and in whatinformation, when and in what

formatformat

:se KM Tools for 4nowledge creation:se KM Tools for 4nowledge creation


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KM $ycle3 2hase IIIKM $ycle3 2hase III

2hase III2hase III $apt!re Knowledge$apt!re Knowledge

Transform tacit 4nowledge into storable Transform tacit 4nowledge into storable

e;plicit 4nowledge '9eve ++.(e;plicit 4nowledge '9eve ++.(

%ecord onetoone conversations%ecord onetoone conversations %ecord a brainstorming session%ecord a brainstorming session

%ecord min!tes of the meetings and other%ecord min!tes of the meetings and other

proceedingsproceedings %ecord s!ccess pro=le of individ!al oBcers%ecord s!ccess pro=le of individ!al oBcers


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KM $ycle 2hase I@KM $ycle 2hase I@

2hase I@2hase I@ Store KnowledgeStore Knowledge

rganiHe 4nowledge into codi=able andrganiHe 4nowledge into codi=able and

noncodi=able categories '6arren et al# ++F(noncodi=able categories '6arren et al# ++F( :se electronic media for 4nowledge storage:se electronic media for 4nowledge storage

pen a 4nowledge centre in yo!rpen a 4nowledge centre in yo!r

MinistryDepartmentMinistryDepartment

Identify and !se Qbest practices inIdentify and !se Qbest practices in

4nowledge storage4nowledge storage


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KM $ycle3 2hase @KM $ycle3 2hase @

2hase @2hase @ :se Knowledge:se Knowledge

Knowledge capt!red and stored be madeKnowledge capt!red and stored be made

accessible to all concerned personnelaccessible to all concerned personnel

Distrib!te and share 4nowledgeDistrib!te and share 4nowledge Set !p 4nowledge distrib!tion andSet !p 4nowledge distrib!tion and

4nowledge sharing mechanisms4nowledge sharing mechanisms

2rovide 4nowledge inp!ts to policy2rovide 4nowledge inp!ts to policyma4ersma4ers

Monitor 4nowledge !seMonitor 4nowledge !se


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KM $ycle3 2hase @IKM $ycle3 2hase @I

2hase @I2hase @I33 %eview Knowledge%eview Knowledge Scan the horiHon toScan the horiHon to anticipate 4nowledgeanticipate 4nowledge

needsneeds of yo!r MinistryDepartmentof yo!r MinistryDepartment %eview the e;isting%eview the e;isting stoc4stoc4 andand Pow ofPow of

4nowledge4nowledge Ma4e !se of simple b!t eCectiveMa4e !se of simple b!t eCective 4nowledge4nowledge

indicatorsindicators InvolveInvolve sta4eholderssta4eholders in 4nowledge reviewin 4nowledge review

0as Knowledge led to better0as Knowledge led to better decision ma4ingdecision ma4ing andorandor higher prod!ctivityhigher prod!ctivity


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)ig!re ? Knowledge)ig!re ? Knowledge

Management $ycleManagement $ycle

The KM $ycle The KM $ycle

0 !ndertae"nowledge Audit

0 !ndertae"nowledge Audit

@ Store

"nowledge

@ Store

"nowledge

!se"nowledge

!se"nowledge

6 Create "nowledge

6 Create "nowledge

2 Ca)ture "nowledge 2 Ca)ture "nowledge

1 Beview"nowledge1 Beview

"nowledge

TheKM

$ycle

@ K l d M@ K l d M t


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@# Knowledge Management@# Knowledge Management

Toolbo; Toolbo; KM Tools and TechniA!esKM Tools and TechniA!es

1# &fter &ction %eviews&fter &ction %eviews '&&%s('&&%s(

'2ioneered by :#S# &rmyV )or learning lessons'2ioneered by :#S# &rmyV )or learning lessons

from an activity or pro>ect(from an activity or pro>ect(## $omm!nities of 2ractice$omm!nities of 2ractice '$2s( 'Killer app of'$2s( 'Killer app of

KMV for sharing of Knowledge(KMV for sharing of Knowledge(

.#.# Knowledge &!ditKnowledge &!dit & systematic process to identify an organisationOs& systematic process to identify an organisationOs4nowledge needs, reso!rces and Pows, as a basis4nowledge needs, reso!rces and Pows, as a basisfor !nderstanding where and how 4nowledge canfor !nderstanding where and how 4nowledge canadd val!e# 'de /r!n ++(# &lso comparison ofadd val!e# 'de /r!n ++(# &lso comparison ofperformance against preset standards#performance against preset standards#

K l d M tK l d M t


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Knowledge ManagementKnowledge Management

Toolbo; Toolbo;

?#?# Knowledge 2lanKnowledge 2lan

'/ased on 4nowledge strategy('/ased on 4nowledge strategy(

## E;it InterviewsE;it Interviews

'$apt!ring 4nowledge of departing'$apt!ring 4nowledge of departing

employees(employees(

F#F# Sharing /est 2racticesSharing /est 2ractices

'Identifying, capt!ring in one part of 'Identifying, capt!ring in one part of organisation and sharing with allorganisation and sharing with all

others(others(

K l d M tK l d M t


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Toolbo; Toolbo;

5#5# Knowledge $entresKnowledge $entres

'$onnecting people, information, databases('$onnecting people, information, databases(

7#7# Knowledge 0arvestingKnowledge 0arvesting

'$apt!ring 4nowledge of Qe;perts and'$apt!ring 4nowledge of Qe;perts and ma4ing it available to others(ma4ing it available to others(

-#-# 2eer &ssists2eer &ssists

'"earning from e;perience of others before'"earning from e;perience of others before !nderta4ing an activity or pro>ect(!nderta4ing an activity or pro>ect(

K l d M tK l d M t


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Toolbo; Toolbo;

1+1+ Social 9etwor4 &nalysisSocial 9etwor4 &nalysis

':nderstanding relationships between':nderstanding relationships between

people, gro!ps and organisations as topeople, gro!ps and organisations as to

how they facilitate or impede Pow of how they facilitate or impede Pow of

4nowledge(4nowledge(

1111 StorytellingStorytelling '&ncient art of sharing 4nowledge'&ncient art of sharing 4nowledge

still widely !sed(still widely !sed(

11 6hite 2ages6hite 2ages '2reparing a directory of E;perts('2reparing a directory of E;perts( 8Source4 Ado)ted from De -rn 677;8Source4 Ado)ted from De -rn 677;


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@I Knowledge Management and@I Knowledge Management and

Technology Technology

Table F Knowledge Management and Technology Table F Knowledge Management and Technology

S#9#S#9# )!nctionality)!nctionality Technology Technology

11 SearchingSearching Search EnginesSearch Engines

$ategorising$ategorising $omp!ter "ang!ages$omp!ter "ang!ages

'M", %D)('M", %D)(

.. $omposing$omposing Bce S!ite &pplicationsBce S!ite &pplications

?? S!mmarisingS!mmarising &rti=cial Intelligence&rti=cial Intelligence

StoringStoring Storage MediaStorage Media


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@II# 6isdom@II# 6isdom

1# Knowledge J &pplication 6isdom,1# Knowledge J &pplication 6isdom,

oror Data J Interpretation J :se JData J Interpretation J :se J

&pplication&pplication

# :se and 6ithholding of Knowledge# :se and 6ithholding of Knowledge.# )le;ibility in &pplying Knowledge.# )le;ibility in &pplying Knowledge

?# Importance of Tactf!lness in Government?# Importance of Tactf!lness in Government

# Government Interest in DecisionMa4ing# Government Interest in DecisionMa4ingF# 2!blic Interest in DecisionMa4ingF# 2!blic Interest in DecisionMa4ing

5# Governance =rst, Egovernance afterwards5# Governance =rst, Egovernance afterwards

@III# G!iding 2rinciples for@III# G!iding 2rinciples for


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@III# G!iding 2rinciples for@III# G!iding 2rinciples for

Introd!ction of KM in EIntrod!ction of KM in E

governmentgovernment1 Develop a KM srategy1 Develop a KM srategy

"everage Knowledge for achieving "everage Knowledge for achieving

organisational goalsorganisational goals

2roceed stepwise, from simple to 2roceed stepwise, from simple tocomplicated#complicated#

&dopt mod!lar approach# &dopt mod!lar approach#

. Do not reinvent wheel# Ma4e !se of. Do not reinvent wheel# Ma4e !se ofe;isting 4nowledge and insights#e;isting 4nowledge and insights#

:nderta4e Knowledge 9eeds &ssessment# :nderta4e Knowledge 9eeds &ssessment#

G!iding 2rinciples forG!iding 2rinciples for


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G!iding 2rinciples forG!iding 2rinciples forIntrod!ction of KM in EIntrod!ction of KM in E

governmentgovernment?# Ma4e !se of electronic technology#?# Ma4e !se of electronic technology# /!t do not forget GIG, /!t do not forget GIG,

Garbage In, Garbage !t#Garbage In, Garbage !t#

# Ma4e !se of 2eople, 2rocess and# Ma4e !se of 2eople, 2rocess and

Technology '22T( model# Technology '22T( model#

/!t do not forget3 /!t do not forget3

$omp!ters3 )ast, &cc!rate,$omp!ters3 )ast, &cc!rate, umbumb

2eople3 Slow, Sloppy,2eople3 Slow, Sloppy, Smart Smart


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governmentgovernment7 Sec!re7 Sec!re Top management s!pport Top management s!pport to KMto KM S!b2lan#S!b2lan#

%emember, no plan can s!cceed witho!t %emember, no plan can s!cceed witho!t

top level commitment#top level commitment#- Demonstrate res!lts#- Demonstrate res!lts#

%emember, the best way to convince any %emember, the best way to convince anyone abo!t practical !tility of KM is toone abo!t practical !tility of KM is toshowshow

concrete, veri=able res!lts#concrete, veri=able res!lts#



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governmentgovernment1+ %eview the implementation of1+ %eview the implementation of KM S!b2lanKM S!b2lan from time to time#from time to time#

%eview the implementation of the %eview the implementation of the KMKM

S!b2lanS!b2lan against the followingagainst the following threethree criteria3criteria3 0as the implementation of the KM S!b2lan0as the implementation of the KM S!b2lan

res!lted in3res!lted in3

'a( /etter decisionma4ing by'a( /etter decisionma4ing by

GovernmentGovernment 'b( /etter service delivery to'b( /etter service delivery to citiHenscitiHens

'c( /etter performance by'c( /etter performance by civil servicecivil service

I KM in E government3I KM in E government3


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I# KM in Egovernment3I# KM in Egovernment3

The E/!siness 2lan The E/!siness 2lan

E/!siness 2lanE/!siness 2lan is o!ris o!r master doc!mentmaster doc!ment forfor

Egovernment implementationEgovernment implementation

$hange Management$hange Management '$M( is an integral'$M( is an integralmod!le ofmod!le of E/!siness 2lanE/!siness 2lan Knowledge ManagementKnowledge Management 'KM( is an integral'KM( is an integral

mod!le ofmod!le of E/!siness 2lanE/!siness 2lan Knowledge ManagementKnowledge Management 'KM( together with'KM( together with

$hange Management$hange Management '$M(, among others,'$M(, among others,are two integral and important mod!les ofare two integral and important mod!les of

E/!siness 2lanE/!siness 2lan as shown in )ig!re #as shown in )ig!re #

perationalising KM inperationalising KM in


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perationalising KM inperationalising KM in


)ig!re perationalising KM in Egov)ig!re perationalising KM in Egov

E/:SI9ESS 2"&9

KnowledgeManagement

S!b2lan

$hangeManagement

S!b2lan


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$oncl!sion $oncl!sion

Incorporate all o!rIncorporate all o!r theoriestheories and KMand KM

practicespractices inin Knowledge S!b2lanKnowledge S!b2lan

&lways 4eep the $itiHens at the centre&lways 4eep the $itiHens at the centre

stage of Knowledge S!b2lanstage of Knowledge S!b2lan Ma4eMa4e Knowledge S!b2lanKnowledge S!b2lan an integral part an integral part

ofof E/!siness 2lanE/!siness 2lan of yo!rof yo!r

MinistryDepartmentMinistryDepartment

%eview%eview implementationimplementation ofof Knowledge S!bKnowledge S!b

2lan2lan from time to timefrom time to time

To s!m !p3 To s!m !p3Th f ll i h b d iTh f ll i h b d i


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The following has been covered in my The following has been covered in my

presentation today#presentation today#

II /rief 0istory of KM/rief 0istory of KM

IIII %ise of K6 and KE%ise of K6 and KE

IIIIII 6hat is KM


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Knowledge Management forKnowledge Management for


6ith this I concl!de my presentation#6ith this I concl!de my presentation#

Than4 yo! Than4 yo!,, for yo!r patience,for yo!r patience,and best of l!c4 in all yo!rand best of l!c4 in all yo!r

information sec!rity endeavo!rs#information sec!rity endeavo!rs#

Dr D(C(+isra 677E Dr D(C(+isra 677E