SAKE: Agile Change Management in a Knowledge – based e-Government Back Office

SAKE: Agile Change Management in a Knowledge – based e-Government Back Office Andreas Papadakis, PLANET SA Dimitris Apostolou, UNIPI Spyros Dioudis, ICCS Nenad Stojanovic, AIFB

Outline • Introduction & Objectives • Research Context • Knowledge – based Change and Attention Management • Architectural Aspects • Case Study • Conclusions

Introduction • Streamlining of the PA processes has to be based on the rationalization of the back office • Knowledge in public administrations is subject to continual change, due to • changes on the environment • deployment of e-gov systems • unpredictable requests • Knowledge can be localised or even personal and difficult to share • it is not necessarily available anywhere, anytime for anybody • a lot of “wheel reinventing” is taking place

Tacit Information Ecosystem • Knowledge worker • Operating in a complex environment • Overloaded with potentially useful, dynamically changing information

Objectives • A holistic framework towards agile knowledge-based e-government • Sufficiently flexible to adapt to changing and diverse environments and needs • Able to improve the quality of their decision making process • How? • Introducing semantic technologies in the back office • Representing explicitly the tacit knowledge • Created, developed and distributed in processes of human interaction • Making localized and personal knowledge accessible anywhere, anytime to anybody

Current situation Desirable situation

Research Context • SAKE IST Project “Semantic-enabled Agile Knowledge-based e-Government” • Started in March 2006 • The approach is primarily focused on the New Member States • Frequent changes are expected • European integration has paved the way for new legislation and regulations

1. PLANET 5. TUK 9. MIT 2. FZI 6. BCE 10. LATA 7. SYNERGON 3. ICCS 4. COI 11. UPRC 8. UMC Partners

Principles • Substantial Innovation • Produce tangible results • Adoption Facilitation • Given the nature of the PA environment • Result Evaluation • Decision quality, performance • Early Results

Change Management • The process of developing a planned approach to change in an organization • The objective is to maximize the collective benefits • Minimize the risk of failure • Change management can be: • Reactive – responding to changes in the macro-environment • Proactive – in order to achieve a desired goal • Change management can be conducted on: • continuous basis • regular schedule (such as an annual review) • program-by-program basis (ad-hoc approach)

Our Approach • Connecting the processes with a systematic description of the implicit and explicit knowledge resources • Common Knowledge Space • The platform logs and captures the changes and directs the attention of the knowledge worker

Usage Scenario (Proactive assistance)

Content Oriented Resolve a difficult (knowledge – intensive) case Store an interesting case Receive proactive help Cope with changes Collaboration Oriented Find an expert Define an expert Store an interesting communication Build / Analyze Communities of Practice Usage Scenarios

A shared conceptualization of the application domain Domain: models the terminology Information: models the information sources Process: model how an administrative process works and what is it about Public Administrator: semantic models of users, their roles and skills SAKE ontology Integrated Knowledge Space Ontologies

PA Ontology – macroscopic view (1)

PA Ontology (2)

Information Ontology

Conceptual Architecture 1. Content Management System 2. Groupware System 3. Attention Management System 3 1 2 A significant number of CMS and GWS are currently being investigated

Expected Interactions 1, 2 Usage of CMS, GWS 3, 4 The context is delivered to the AMS 5 The AMS locates useful resources 6 Recommends to the user 7,8 Uses the functionality of the CMS – GWS 9 Offers the resources to the user Metadata feeding – ontology population

Pilot Services • Involvement of the general public into the process of making local legal regulations • Support for interpretation of higher education normative reference process model • Management of education institutions’ material resources

Common KADS Based on CommonKADS methodology a structured approach towards the development of knowledge-based systems

Identified Models • Organisation model • Task model • Agent model • Communication model

First verification of the Information Modeling (PA)

Conclusions • There are knowledge – intensive PA processes where changes occur frequently • CMS and GWS can be two of the main sources of explicit and tacit knowledge • Individual systems can take advantage of KM technologies • An advanced Recommendation system with change – management capabilities can be useful, provided • Discretion (operation model, GUI, input and output) • Different status of computerization, but integrated pproach is missing • Issues to investigate further: • Can all knowledge be transferred? • Is the representation of tacit knowledge always useful? • Are there any changes that cannot be represented? • Are the users eager to participate? • Which is the synergy with data privacy concerns?

Thank you for your Attention Andreas Papadakis, apapadakis@planet.gr IST SAKE project www.sake-project.org

SAKE: Agile Change Management in a Knowledge – based e-Government Back Office