Knowledge Management in e-Governance - Standards and Best Practices 30 th March 2012

1. Knowledge Management in e-Governance - Standards and Best Practices 30th March 2012 U.K.Nandwani

2. e - Governance • Delivering Govt. services on – line using electronic means • An instrument for transforming Govt. into an economic engine for stimulating economic engine for stimulating economic competitiveness

3. The role of IT and associated challenges Putting in place an effective IT infrastructure is the basic prerequisite for business survival, it does not automatically ensure business growth & prosperity. Successful IT deployment raises the following issues surrounding organisational transformation. When and how to initialize the transformation How to manage the transition? How to eventually cope with the change process to ensure its success?

4. Difference between the functioning of business enterprises and government The differences is to be found at the level of The Legal provisions that govern such processes, as well as in The KNOWLEDGE That is required to make the decision, which are normally the result of processes. Such processes are • Complex decision making, not only about policy questions but also with regard to operative matters. • Processes involving negotiations among various stakeholders, about matters of public interest; • Processes of policy formulation (e.g., legislative processes) and democratic participation. • These administrative processes covers the important aspects. • The specific tasks of government. • The role of law • The special significance of knowledge.

5. The importance of Knowledge Management for e-Governance • Legal knowledge; • Knowledge of the facts given in a special case to be decided upon; • Knowledge about the means of action, which government has at its disposal; • A repository/knowledge base of various administrative processes, which is gradually built up while working on a decision case; • Knowledge about the effectiveness of various performances measures.

6. The conceptual foundation of Knowledge and Knowledge Management Knowledge :Knowledge is a fluid mix of framed experience, value, contextual information, expert in sight and grounding intuition that provides are environment and frame work for evaluating and incorporating new experiences and information • Explicit knowledge is precisely and clearly expressed, with nothing left to implication. Generally, it is fully stated and openly expressed without reservation. • Tacit knowledge is understood but not clearly expressed. It is often personal knowledge embedded in individual experience and involves intangible factors, such as personal belief, perspective and values.

7. The “process perspective” binding knowledge Management with e-Governance • Knowledge creation: To discover, realize, conclude, articulate and discuss for creating new knowledge • Knowledge capture: Includes documenting, digitizing, extraction, representation and storage of relevant knowledge • Organizing knowledge: Structuring, cataloging, abstracting, analyzing and categorizing of knowledge for specific usage • Knowledge access: Presentation, display, notification, profiling and searching the knowledge for a specific application • Knowledge application or use: Includes application of knowledge for business performance, providing service, making new products and continual learning at organizational level.

8. Linking KM with e-Governance Processes

9. Performance measures for KM-based e-Governance: the challenges ahead • Using too many metrics • Delayed and risky rewards tied to metrics • Choosing metrics hard to control • Choosing metrics hard to focus on • Choosing metrics that neglect the “soft results” or intangible outcomes • Choosing metrics that are too rear-view oriented • Measuring the wrong things • IT infrastructure investments • Investment on communication infrastructure • Return on Investment (cost savings, increased revenue) from e-Governance projects • Duration of functioning of e-Governance projects in that department • New users (citizen/business entities) registered in a period • Average number of times a registered user has used the system. • Ratio of repeat users to the total users in a period

11. Knowledge Management in the Public Sector: A Guide to Good Practice PD 7504-2005 Contents • Rationale and context of this Guide • Why should the public sector care about KM? • How is the public sector approaching KM? • Real life KM in the public sector • Conclusion: implications for KM in the public sector

12. Why should the public sector care about KM • The distinctiveness of the public sector • The size, range, complexity and centrality of the knowledge challenge • Why should public servants and policy-makers care about KM? • Aligning KM practices with specific problems or tasks • What are the key issues for KM practitioners in the public sector? • How is the public sector approaching KM? • Mapping the public sector KM universe • What is in the public sector KM universe? • How well is the public sector doing in harnessing KM?

13. Standards & Best Practices Standardizing Knowledge Knowledge management is the sum of knowledge representation and knowledge communication What good is knowledge if it cannot be represented and communicated Subject needing standardization are • e Learning • Data bases • PDF – Preserve Electronic Documents • Topic maps • Protecting business information, knowledge and intellectual capital • Managing Records, managing knowledge • Dublin core standards

14. The learning curve-How IT shapes learning environments ISO/IEC JTC 1/SC 36, Information technology for learning, education and training WG 1 - Vocabulary, WG 2-Collaborative technology WG 3-Participant information WG 4-Management and delivery WG 5-Quality Assurance and Descriptive Frameworks WG 6-International Standardized Profiles WG 7-Culture Language and human functioning activities

15. Topic Maps – Supporting both knowledge and information ISO/IEC JTC 1/SC 34, Document description and processing languages, WG 3, Information association ISO/IEC 13250, Topic Maps, a technology for capturing organizational memory, improving information retrieval and integrating legacy data system.

16. Knowledge Structures • “Topic Maps is a standard that, for the first time, allows us to the first time, allows us to really manage knowledge, not just information.” The TAO of Topic Map Topics represent the subjects in a domain of interest. • Topics are thus just like the list of topics you find in a back-of-book index. Associations represent relationships between these subjects: • Associations are like the “see also” relationships you find in back-of-book indexes. Occurrences are information resources that are pertinent to topics: • Occurrences usually involve external documents (of any type or media), in which case the link corresponds to the page numbers in a back-of-book index.

17. A standard for knowledge management It supports both knowledge and information • Topic Maps is an International Standard, with an XML-based interchange syntax, it holds the all-important promise of longevity and vendor independence for the knowledge it is used to manage. • Topic Maps is defined in terms of a formal data model, the knowledge contained in a Topic Map can be automatically processed in ways that are quite impossible with traditional documents. • Scope expresses the context in which an assertion is valid and thus provides support for contextual knowledge and the ability to represent multiple, conflicting Weltanschauung in one and the same Topic Map. • Business requirement that originally triggered the invention of Topic Maps. It is the ability to merge Topic Maps; any two arbitrary Topic Maps can be merged automatically to create a single Topic Map that contains the sum of the knowledge in the two original maps.

18. Protecting business information, knowledge and intellectual capital ISO/IEC JTC1/SC27, IT security techniques, WG 1,Requirements, security services and guidelines Creating and using knowledge “Information is an all pervasive asset, driving operations and processes across all business areas.” The key to profitability and competitiveness • Intellectual property values; • Human capital values; • Value of the processes and methodologies that the company uses and/or has developed; • The essential ability of the business to exploit these assets.

19. Security information systems • An effective risk management approach; • A management system for information security to enable an organization to establish the appropriate level of security to meet its needs and to keep up to date via a process of continual improvement; • A set of best practice information security controls and measures – including a combination of security policies, procedures, processes and technology. • ISO/IEC 27001:2005, Information technology – Security techniques – Information security management systems – Requirements, is an information security management system (ISMS)

20. Managing records, managing knowledge ISO/TC 46, Information and documentation, SC 11, Archives and records management Turning strategic visions into practical realities ISO 15 489 : Record Management :- • Develop an understanding of the organisation including its external environment, internal activities and culture • Introducing KM to an organisation brings enhanced “stewardship” responsibility to individual as custodian of corporate information. • Members of the staff, have a responsibility to create and search for information and knowledge, as well as to share expertise within their organisation The MANAGEMENT MUST THEREFORE, PROVIDE SYSTEMS THAT SUPPORT THIS REQUIREMENT Eight steps to a successful records system are defined ISO 15489 --Design and implementation of a record system (DIRS) is developing sustainable system for knowledge Management.

21. Metadata Standard • Harnessing the enormous information assets residing on the Web is an important part of knowledge management ISO 15836 – Information and documentation – The Dublin Core metadata element set. • This standard defines 15 key terms, which describe the most important characteristics of an electronic information resource so that resource can be found on the Web.

22. Data Information Knowledge How to integrate standardization in knowledge management Knowledge value chain

23. “Knowledge must be shared between people who need it to execute their activities.” Tacit To: Explicit Socialization Externalization Internalization Combination

24. THANKS