11

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 and Cyber laws, Information Security and Software Quality Assurance for Software Quality Assurance for

Scientists and TechnologistsScientists and Technologists

Sponsored by Sponsored by

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

IndiaIndia

22

Knowledge Management forKnowledge Management forE-governmentE-government

Guest LectureGuest Lecturebyby

Dr D.C.MISRA, I.A.S. (Retd.)Dr D.C.MISRA, I.A.S. (Retd.)Independent E-governance Researcher and ConsultantIndependent E-governance Researcher and Consultant

Friday, July 10, 2009Friday, July 10, 200911-30 to 1-00 p.m.11-30 to 1-00 p.m.

33

I Brief History of KMI Brief History of KM KM is KM is 5 to 155 to 15 years old and a contribution of years old and a contribution of private sectorprivate sector.. Pioneers include:Pioneers include: - Peter Drucker in 1970s (Knowledge- Peter Drucker in 1970s (Knowledge Worker)Worker) - Karl-Erik Syeiby in 1980s (KMAP –- Karl-Erik Syeiby in 1980s (KMAP – Knowledge Management Activity Planning)Knowledge Management Activity Planning) - Nonaka and Takeuchi in 1990s- Nonaka and Takeuchi in 1990s (Tacit Knowledge)(Tacit Knowledge)

44

Brief History of KMBrief History of KM

It has started making entry to It has started making entry to public public sectorsector only recently. only recently.

In UK, for example, e-Envoy introduced the In UK, for example, e-Envoy introduced the Knowledge NetworkKnowledge Network in 2000 followed by in 2000 followed by Knowledge Enhanced Government (KEG)Knowledge Enhanced Government (KEG)

A development agency like the World Bank A development agency like the World Bank set up a Knowledge Management set up a Knowledge Management Secretariat and has come out with a Secretariat and has come out with a Knowledge Assessment MethodologyKnowledge Assessment Methodology (KM) (KM)

55

II Rise of Knowledge Worker II Rise of Knowledge Worker and Knowledge Economyand Knowledge Economy

Knowledge WorkerKnowledge Worker has emerged as a key has emerged as a key resource for accelerated resource for accelerated economic economic development.development.

India has taken the initiative of setting up a India has taken the initiative of setting up a National Knowledge CommissionNational Knowledge Commission for leveraging for leveraging knowledge for economic development knowledge for economic development

Emergence of Finland as a Emergence of Finland as a leading knowledge leading knowledge economyeconomy, which was earlier facing economic , which was earlier facing economic crisis, is a crisis, is a success storysuccess story of leveraging of leveraging knowledge for economic development.knowledge for economic development.

ICTICT and and E-governmentE-government play an important part play an important part in leveraging knowledge for in leveraging knowledge for economic economic developmentdevelopment. .

66

III. What is Knowledge III. What is Knowledge Management (KM)?Management (KM)?

DefinitionsDefinitions

What is Knowledge Management (KMWhat is Knowledge Management (KM)?)? Management of Knowledge for attaining organisational Management of Knowledge for attaining organisational

objectives.objectives.

What is Knowledge Management (KM) for Government What is Knowledge Management (KM) for Government (KM4G(KM4G)?)?

Management of Knowledge for Government policies, Management of Knowledge for Government policies, programme and service delivery.programme and service delivery.

What is Knowledge Management for E-government What is Knowledge Management for E-government (KM4Eg)?(KM4Eg)? Management of knowledge Management of knowledge forfor and and byby E-government. E-government.

KM is a KM is a management toolmanagement tool of of E-governmentE-government and, therefore, is and, therefore, is of vital concern to information security.of vital concern to information security.

77

IV. Importance of Knowledge Management IV. Importance of Knowledge Management (KM) for E-government (KM4Eg)(KM) for E-government (KM4Eg)

Government has been Government has been principal userprincipal user of of knowledgeknowledge worldwide since times immemorial.worldwide since times immemorial.

Primary function of Government is decision-making Primary function of Government is decision-making and E-government provides unique support to and E-government provides unique support to decision-making (Figure 1)decision-making (Figure 1)

Government has Government has largest repositorieslargest repositories of of informationinformation and and databasesdatabases and and E-GovernmentE-Government helps in their helps in their efficient managementefficient management..

Government always had access to the Government always had access to the best available best available technologytechnology to manage its affairs and to manage its affairs and E-governmentE-government provides some of the latest and best available provides some of the latest and best available technology.technology.

There has been There has been information explosioninformation explosion in recent years in recent years and and E-governmentE-government provides an important tool to cope provides an important tool to cope up with it. up with it. Office documentsOffice documents lead in lead in storage on paperstorage on paper (Table1)(Table1)

88

Decision-Making Process in Decision-Making Process in Government supported by E-Government supported by E-

governmentgovernment

Figure 1 The decision-making process in Figure 1 The decision-making process in Government supported by E-GovernmentGovernment supported by E-Government

INPUT

KNOWLEDGE

OUTPUT

Policies, Programmes, . Implementation

Decision-Making Process

Supported by E-government/Information Security

99

Worldwide Original Content Stored in Worldwide Original Content Stored in PaperPaper

Table 1 Worldwide production of printed original content: Table 1 Worldwide production of printed original content:

Storage content: PaperStorage content: Paper

Type of ContentType of Content TerabytesTerabytes

BooksBooks 3939

NewspapersNewspapers 138.4138.4

Office DocumentsOffice Documents 1,397.51,397.5

Mass market Mass market periodicalsperiodicals

5252

JournalsJournals 66

NewslettersNewsletters 0.90.9

TotalTotal 1,633.81,633.8

Source: How much information 2003

1010

Importance of Knowledge Management Importance of Knowledge Management (KM) for E-Government (KM4Eg)(KM) for E-Government (KM4Eg)

1.1. Print, film, magnetic, and optical storage media Print, film, magnetic, and optical storage media produced about produced about 5 exabytes5 exabytes of new information in of new information in 2002. 2002.

2.2. 5 Exabytes = 37,000 new libraries the size of the 5 Exabytes = 37,000 new libraries the size of the Library of Congress book collections.Library of Congress book collections.

3.3. 92% of the new information was stored on 92% of the new information was stored on magnetic media, mostly in magnetic media, mostly in hard diskshard disks. .

4.4. Film represents 7% of the total, paper 0.01%, Film represents 7% of the total, paper 0.01%, and optical media 0.002%. and optical media 0.002%.

5.5. How much new information per person?How much new information per person? The The world population is 6.3 billion. Thus almost world population is 6.3 billion. Thus almost 800 800 MBMB of recorded information is produced per of recorded information is produced per person each year= About 30 feet of books to person each year= About 30 feet of books to store equivalent of 800 MB of information on store equivalent of 800 MB of information on paper. paper.

1111

V. Exploding Five Myths in V. Exploding Five Myths in KMKM

Myth 1Myth 1: : KM is a fadKM is a fad..Wrong. It is here to stay whether we call it by this name orWrong. It is here to stay whether we call it by this name orany other name.any other name.Myth 2Myth 2: : KM is not for GovernmentKM is not for Government..Wrong. Government being knowledge-based, it is veryWrong. Government being knowledge-based, it is verymuch for Government.much for Government.Myth 3Myth 3: : KM is not for Civil ServantsKM is not for Civil ServantsWrong. Being Wrong. Being Knowledge WorkersKnowledge Workers, Civil Servants are very, Civil Servants are verymuch concerned with much concerned with KMKM..Myth 4Myth 4: : KMKM is not for Information Security. is not for Information Security.Wrong. Wrong. KMKM being an integral part of being an integral part of E-government,E-government,

InformationInformationSecurity is vitally concerned with it.Security is vitally concerned with it.Myth 5Myth 5:: KM KM is is theoretical disciplinetheoretical discipline..Wrong. It is a practical Wrong. It is a practical management toolmanagement tool..

1212

VI Perspectives for KMVI Perspectives for KM

Process perspectiveProcess perspective User perspectiveUser perspective Technical perspectiveTechnical perspective Organizational perspectiveOrganizational perspective Legal perspectiveLegal perspective Knowledge perspectiveKnowledge perspective Cultural, societal and political perspective.Cultural, societal and political perspective. (Source: M. A. Wimmer, “Integrated service modelling for online (Source: M. A. Wimmer, “Integrated service modelling for online

one-stop government”, one-stop government”, EM - Electronic MarketsEM - Electronic Markets, Special issue on , Special issue on e-Government, 12 (3), 2002, pp. 1-8)e-Government, 12 (3), 2002, pp. 1-8)

1313

VII Issues in KMVII Issues in KM

1.1. Information is not up to date.Information is not up to date.

2.2. Required information is not Required information is not available.available.

3.3. Too much information is collected.Too much information is collected.

4.4. Very little information is used in Very little information is used in actual decision-making.actual decision-making.

5.5. Information security is of vital Information security is of vital concern.concern.

1414

VIII Knowledge PyramidVIII Knowledge Pyramid

Four Components of KnowledgeFour Components of Knowledge ManagementManagement(a). Data- (a). Data- Facts and Figures Facts and Figures (b). Information- (b). Information- Data + InterpretationData + Interpretation(c) Knowledge- (c) Knowledge- Data + Interpretation + UseData + Interpretation + Use(d) Wisdom (d) Wisdom Data + Interpretation + Use + Data + Interpretation + Use +

ApplicationApplication

1515

Figure 2 Knowledge PyramidFigure 2 Knowledge Pyramid

Knowledge PyramidKnowledge Pyramid

Wisdom

Knowledge

Information

Data

1616

IX. DataIX. Data

1. Data1. Data Raw and Processed DataRaw and Processed Data Data Entry Data Entry Locked DataLocked Data Accessibility to DataAccessibility to Data Quality of DataQuality of Data (i) Up to date(i) Up to date (ii) Accurate(ii) Accurate (iii) Reliable(iii) Reliable

1717

Data Data

Sharing of DataSharing of Data (a) G2G(a) G2G (b) G2C(b) G2C2. Collection, Entry, Analysis, Storage 2. Collection, Entry, Analysis, Storage

andand Retrieval of DataRetrieval of Data- E-record and its Management- E-record and its Management- Security of Data- Security of Data- Outsourcing Data Entry- Outsourcing Data Entry

1818

Data Data

. Data Mining and Knowledge Discovery. Data Mining and Knowledge Discovery

- Trends and Patterns- Trends and Patterns

4. Data Warehouse4. Data Warehouse

5. Data Storage5. Data Storage

- RAID (Redundant Array of Inexpensive- RAID (Redundant Array of Inexpensive

Disks) Disks)

- Architecture: Six layers: RAID 0 to 5- Architecture: Six layers: RAID 0 to 5

1919

Data Data

Networked Attached Storage (NAS) and Networked Attached Storage (NAS) and Storage Area Network (SAN)Storage Area Network (SAN)

6. Data and Database6. Data and Database

DatabaseDatabase

- Logical Collection of Data- Logical Collection of Data

- Entities (Persons, Objects, Events, Places) - Entities (Persons, Objects, Events, Places)

- Create, Store, Update, retrieve Data- Create, Store, Update, retrieve Data

- Set of Tables- Set of Tables

2020

Data Data

Records and FieldsRecords and Fields7. Database Management System (DBMS)7. Database Management System (DBMS)- Software System- Software System- Creating, Storing, Updating and- Creating, Storing, Updating and Retrieving DataRetrieving Data8. Relational Database Management 8. Relational Database Management

SystemSystem (RDMS)(RDMS)- Integrity- Integrity

2121

Data Data

ConcurrencyConcurrency

- Key Fields- Key Fields

9. Meta Data 9. Meta Data

- Data about Data- Data about Data

10. Schema10. Schema

- Data Elements and their - Data Elements and their Relationship inRelationship in

a Domain, Constraintsa Domain, Constraints

2222

Data Data

11. Centralised/Distributed Databases11. Centralised/Distributed Databases

12. Modular/Monolithic Design12. Modular/Monolithic Design

13. ID Database/Unique ID Authority in13. ID Database/Unique ID Authority in

Cabinet rankCabinet rank

14. Single Sign On (SSO)14. Single Sign On (SSO)

15. Smart Cards15. Smart Cards

2323

X. InformationX. Information

Information SystemsInformation Systems in in - Government (offline)- Government (offline)- E-government (online)- E-government (online)2. 2. Information FlowsInformation Flows in in - Government- Government- E-government- E-government3. 3. Management Information System (MISManagement Information System (MIS) )

inin- Government- Government- E-government- E-government

2424

Information Information

Co-existence ofCo-existence of

- Traditional MIS- Traditional MIS

- Modern MIS (eMIS)- Modern MIS (eMIS)

5 5 Problems of their Co-Existence and Problems of their Co-Existence and SolutionSolution

6. 6. Transitional Strategies from Traditional to Transitional Strategies from Traditional to

Modern MISModern MIS

7. 7. Advantages and Disadvantages of Advantages and Disadvantages of Traditional and Modern MISTraditional and Modern MIS

2525

Information Information

8. Practical concern to Infornmation8. Practical concern to Infornmation Security: Information Explosion inSecurity: Information Explosion in Government OnlineGovernment Online9. Number of government pages have9. Number of government pages have assumed assumed serious volumeserious volume and pose a and pose a daunting challenge todaunting challenge to information information resource management. Have a resource management. Have a look at Table 2.look at Table 2.

2626

Table 2 Page count of selected E-Table 2 Page count of selected E-government government sites available through Google (June 2005)sites available through Google (June 2005)

Source: Wagner et al. Electronic Government 3 (1) Source: Wagner et al. Electronic Government 3 (1) 36-5536-55

S.N. S.N. CountryCountry Government Government domaindomain

NumberNumber

of web pagesof web pages

11 USAUSA .gov.gov 368,000,000368,000,000

22 CanadaCanada .gc.ca.gc.ca 12,100,00012,100,000

33 UKUK .gov.uk.gov.uk 9,280,0009,280,000

44 AustraliaAustralia .gov.au.gov.au 7,200,0007,200,000

2727

Table 2 Page count of selected E-government Table 2 Page count of selected E-government sites available through Google (June 2005)sites available through Google (June 2005)

55 ChinaChina .gov.cn.gov.cn 2,630,0002,630,000

66 New ZealandNew Zealand .gov.nz.gov.nz 1,290,0001,290,000

77 South AfricaSouth Africa gov.za gov.za 816,000816,000

88 Hong KongHong Kong . gov.hk . gov.hk 887,000887,000

99 ThailandThailand .gov.th .gov.th 728,000728,000

1010 SloveniaSlovenia .gov.si .gov.si 388,000388,000

2828

ACT on InformationACT on Information

10 ACT on Information, 10 ACT on Information, A= A= AccessibleAccessible Is information Is information accessibleaccessible to all concerned in the to all concerned in the organisation?organisation? C= C= ContextualisedContextualised Is it properly Is it properly formattedformatted that others can make use that others can make use of it?of it? T= T= TimelyTimely Is it Is it up to dateup to date so that important decisions can be so that important decisions can be based upon it?based upon it? (Source: Adopted from Curley and Kivowitz 2001)(Source: Adopted from Curley and Kivowitz 2001)

2929

Information QualityInformation Quality

11. 11. Information QualityInformation Quality Good quality informationGood quality information can be defined as can be defined as

information that meets or exceeds the information that meets or exceeds the expectations of all processes or information expectations of all processes or information consumers who use that information. consumers who use that information.

Information QualityInformation Quality:: Information conforms to a certain format, Information conforms to a certain format, All relevant information is complete, All relevant information is complete, Information is consistent (i.e., John Smith isn’t Information is consistent (i.e., John Smith isn’t

flagged as female), flagged as female), Information is accurate,Information is accurate, Information is not duplicated.Information is not duplicated. (Source: Daragh O Brien 2006)(Source: Daragh O Brien 2006)

3030

Information QualityInformation Quality12.A 2004 study on attitudes about information quality in the 12.A 2004 study on attitudes about information quality in the

UK public sector conducted by UK public sector conducted by QASQAS, a software vendor, , a software vendor, found that:found that:

99% of those surveyed felt that information was a critical 99% of those surveyed felt that information was a critical organisational asset. organisational asset.

80% recognised that poor quality information impacted 80% recognised that poor quality information impacted quality of service and improvement of service quality. quality of service and improvement of service quality.

50% viewed a lack of best practice procedures and/or a 50% viewed a lack of best practice procedures and/or a clear strategy for the management of information quality as clear strategy for the management of information quality as a key root cause of current problems.a key root cause of current problems.

The survey also suggested that many public sector bodies The survey also suggested that many public sector bodies could improve their information quality if someone with could improve their information quality if someone with influence over the whole organisation were to take influence over the whole organisation were to take responsibility for the information strategy. responsibility for the information strategy.

80% of respondents viewed address data as being 80% of respondents viewed address data as being important to e-government initiatives. important to e-government initiatives.

3131

XI Citizen, State and XI Citizen, State and Information: Information:

The Right to InformationThe Right to InformationThe Indian ExperienceThe Indian Experience

Right to Information Act 2005Right to Information Act 2005 came into force came into force on October 12, 2005on October 12, 2005

Information:Information: “ “any material in any form including records, any material in any form including records,

documents, memos, e-mails, opinions, advices, documents, memos, e-mails, opinions, advices, press releases, circulars, orders, logbooks, press releases, circulars, orders, logbooks, contracts, reports, papers, samples, models, contracts, reports, papers, samples, models, data material held in any electronic form and data material held in any electronic form and information relating to any private body which information relating to any private body which can be accessed by a public authority under can be accessed by a public authority under any other law for the time being in force…” and any other law for the time being in force…” and now also includes "now also includes "file notings.file notings." (emphasis " (emphasis supplied)supplied)

3232

The Right to InformationThe Right to Information Right to Information:Right to Information: It includes the right It includes the right

to –to – i.i. inspect works, documents, records. inspect works, documents, records. ii.ii. take notes, extracts or certified copies of take notes, extracts or certified copies of

documents or records. documents or records. iii.iii. take certified samples of material.take certified samples of material.iv.iv. obtain information in form of printouts, obtain information in form of printouts,

diskettes, floppies, tapes, video diskettes, floppies, tapes, video cassettes or in any other electronic cassettes or in any other electronic mode or through printouts.mode or through printouts.

3333

The Right to InformationThe Right to Information Public organisations are required to publishPublic organisations are required to publish, , among other things:among other things:

i the particulars of its organization, functions and i the particulars of its organization, functions and duties, duties, ii the powers and duties of its officers and employees, ii the powers and duties of its officers and employees, iii the procedure followed in its decision making iii the procedure followed in its decision making

process, process, including channels of supervision and including channels of supervision and

accountability,accountability, andand iv the names, designations and other particulars of theiv the names, designations and other particulars of the Public Information Officers (PIOs)Public Information Officers (PIOs)

3434

The Right to InformationThe Right to Information

Time LimitTime Limit: 30 days or 48 hours (in : 30 days or 48 hours (in case of life and liberty of a person)case of life and liberty of a person)

Central Information CommissionCentral Information Commission constituted: 1 constituted: 1 Chief Information Chief Information CommissionerCommissioner (CIC) and not more (CIC) and not more than than 10 Information Commissioners 10 Information Commissioners (IC)(IC) who will be appointed by the who will be appointed by the President of India.  President of India. 

State Information CommissionsState Information Commissions also also constituted.constituted.

3535

The Right to InformationThe Right to Information PenaltyPenalty: Every PIO will be liable for fine of Rs. 250 : Every PIO will be liable for fine of Rs. 250

per day, up to a maximum of Rs. 25,000/- for: per day, up to a maximum of Rs. 25,000/- for: not accepting an application; not accepting an application; delaying information release without reasonable delaying information release without reasonable

cause; cause; malafidely denying information; malafidely denying information; knowingly giving incomplete, incorrect, knowingly giving incomplete, incorrect,

misleading information; misleading information; destroying information that has been requested destroying information that has been requested

and and obstructing furnishing of information in any obstructing furnishing of information in any

manner. manner.

3636

XII. KnowledgeXII. Knowledge

11. . Information + Use = KnowledgeInformation + Use = Knowledge2. 2. Types of KnowledgeTypes of Knowledge (i) (a) (i) (a) ExplicitExplicit Knowledge Knowledge (b) (b) TacitTacit Knowledge Knowledge (ii) (a) (ii) (a) NetworkNetwork Knowledge Knowledge (iii) (a) (iii) (a) OldOld Knowledge Knowledge (a) (a) NewNew Knowledge Knowledge (iv) (a) (iv) (a) InexpressibleInexpressible Knowledge Knowledge (b) (b) ExpressibleExpressible Knowledge Knowledge (c) (c) ExpressedExpressed Knowledge Knowledge

3737

Tacit KnowledgeTacit Knowledge

1.1. Actual Decision-MakingActual Decision-Making in in Government is based on Government is based on Tacit Tacit KnowledgeKnowledge and and notnot on on Explicit Explicit KnowledgeKnowledge..

2. For example, two 2. For example, two civil servantscivil servants can can interpret a interpret a rulerule in two in two differentdifferent ways. ways.

3. We cannot tell all we know (Polyani 3. We cannot tell all we know (Polyani 1966)1966)

3838

Knowledge SourcesKnowledge Sources

Sources of Knowledge in GovernmentSources of Knowledge in Government (a) Ministers(a) Ministers (b) Civil Servants(b) Civil Servants (c) Documents(c) Documents - Files, Agenda, Record of - Files, Agenda, Record of Proceedings, Minutes, GovernmentProceedings, Minutes, Government Orders (GOs), Notifications Orders (GOs), Notifications (d) Laws, Rules and Regulations(d) Laws, Rules and Regulations (e) Archives(e) Archives (f) Embedded in Physical Systems(f) Embedded in Physical Systems (g) Citizens(g) Citizens

3939

Locating KnowledgeLocating Knowledge

Knowledge can be kept inKnowledge can be kept in (4Ps): (4Ps):

PlacesPlaces – recorded in existing – recorded in existing documentdocument or or databasedatabase

ProcessesProcesses – embedded in known work – embedded in known work processprocess

PeoplePeople – Known to an identified – Known to an identified individualindividual PiecesPieces – distributed in – distributed in partsparts among several among several

people or processes (as in value chain)people or processes (as in value chain) (Source: Kurley and Kivowitz 2001)(Source: Kurley and Kivowitz 2001)

4040

XIII. Dimensions of KMXIII. Dimensions of KM

There are There are three dimensionsthree dimensions of of Knowledge Knowledge ManagementManagement (KM): (KM):

1 People (P)1 People (P)- Values and Behaviours- Values and Behaviours2 Process (P)2 Process (P)- Internal structures- Internal structures3 Technology (T)3 Technology (T)- Enabler (KM ≠ T)- Enabler (KM ≠ T) It is a It is a 3-legged stool3-legged stool. If one leg is . If one leg is

broken, thebroken, thestool falls down. See Figure 3.stool falls down. See Figure 3.

4141

The PPT Model in KMThe PPT Model in KM

Figure 3 The PPT Model in KMFigure 3 The PPT Model in KM

The PPT Modelin KM

People

Process

Technology

4242

XIV. Knowledge Management XIV. Knowledge Management CycleCycle

KM can be viewed as a KM can be viewed as a cyclecycle consisting consisting

of six of six successive phasessuccessive phases:: 1 1 Undertake Knowledge AuditUndertake Knowledge Audit 2 2 Create KnowledgeCreate Knowledge 3 3 Capture KnowledgeCapture Knowledge 4 4 Store KnowledgeStore Knowledge 5 5 Use KnowledgeUse Knowledge 6 6 Review KnowledgeReview Knowledge

4343

KM Cycle: Phase IKM Cycle: Phase I

Phase IPhase I Undertake Knowledge AuditUndertake Knowledge Audit Ask questions like:Ask questions like: Who collects what information?Who collects what information? Why is it collected? Why is it collected? Is it collected in time?Is it collected in time? Is collected knowledge put to any use?Is collected knowledge put to any use? Is there a better way of collecting Is there a better way of collecting

knowledge?knowledge? Is required information being collected?Is required information being collected? Is collected information secureIs collected information secure

4444

KM Cycle: Phase IIKM Cycle: Phase II

Phase IIPhase II Create KnowledgeCreate Knowledge Take stock of existing knowledgeTake stock of existing knowledge Assess knowledge needs of the Assess knowledge needs of the

organisationorganisation Determine who will create what Determine who will create what

information, when and in what information, when and in what formatformat

Use KM Tools for knowledge creationUse KM Tools for knowledge creation

4545

KM Cycle: Phase IIIKM Cycle: Phase III

Phase IIIPhase III Capture KnowledgeCapture Knowledge Transform tacit knowledge into storable Transform tacit knowledge into storable

explicit knowledge (Neve 2003)explicit knowledge (Neve 2003) Record one-to-one conversationsRecord one-to-one conversations Record a brainstorming sessionRecord a brainstorming session Record minutes of the meetings and other Record minutes of the meetings and other

proceedingsproceedings Record success profile of individual officersRecord success profile of individual officers

4646

KM Cycle Phase IVKM Cycle Phase IV

Phase IVPhase IV Store KnowledgeStore Knowledge

Organize knowledge into codifiable and Organize knowledge into codifiable and noncodifiable categories (Warren et al. noncodifiable categories (Warren et al. 2006)2006)

Use electronic media for knowledge storageUse electronic media for knowledge storage Open a knowledge centre in your Open a knowledge centre in your

Ministry/DepartmentMinistry/Department Identify and use “best practices” in Identify and use “best practices” in

knowledge storageknowledge storage

4747

KM Cycle: Phase VKM Cycle: Phase V

Phase VPhase V Use KnowledgeUse Knowledge Knowledge captured and stored be made Knowledge captured and stored be made

accessible to all concerned personnelaccessible to all concerned personnel Distribute and share knowledgeDistribute and share knowledge Set up knowledge distribution and Set up knowledge distribution and

knowledge sharing mechanismsknowledge sharing mechanisms Provide knowledge inputs to policy Provide knowledge inputs to policy

makers makers Monitor knowledge use Monitor knowledge use

4848

KM Cycle: Phase VIKM Cycle: Phase VI

Phase VIPhase VI: : Review KnowledgeReview Knowledge Scan the horizon to Scan the horizon to anticipate knowledge anticipate knowledge

needsneeds of your Ministry/Department of your Ministry/Department Review the existing Review the existing stockstock and and flow of flow of

knowledgeknowledge Make use of simple but effective Make use of simple but effective knowledge knowledge

indicatorsindicators Involve Involve stakeholdersstakeholders in knowledge review in knowledge review Has Knowledge led to better Has Knowledge led to better decision decision

makingmaking and/or and/or higher productivityhigher productivity?? The Knowledge Management Cycle may be The Knowledge Management Cycle may be

seen in Figure 4.seen in Figure 4.

4949

Figure 4 Knowledge Figure 4 Knowledge Management CycleManagement Cycle

The KM CycleThe KM Cycle

1 Undertake Knowledge Audit1 Undertake Knowledge Audit

4 Store

Knowledge

4 Store

Knowledge

5 Use Knowledge

5 Use Knowledge

2 Create Knowledge

2 Create Knowledge

3 Capture Knowledge 3 Capture Knowledge

6 ReviewKnowledge6 Review

Knowledge

The KM

Cycle

5050

XV. Knowledge Management XV. Knowledge Management ToolboxToolbox

KM Tools and TechniquesKM Tools and Techniques

1. After Action ReviewsAfter Action Reviews (AARs) (AARs) (Pioneered by U.S. Army; For learning lessons(Pioneered by U.S. Army; For learning lessons from an activity or project)from an activity or project)2. 2. Communities of PracticeCommunities of Practice (COPs) (Killer app of (COPs) (Killer app of KM; for sharing of Knowledge)KM; for sharing of Knowledge)3. 3. Knowledge AuditKnowledge Audit A systematic process to identify an organisation’s A systematic process to identify an organisation’s

knowledge needs, resources and flows, as a basis knowledge needs, resources and flows, as a basis for understanding where and how knowledge can for understanding where and how knowledge can add value. (de Brun 2005). Also comparison of add value. (de Brun 2005). Also comparison of performance against preset standards.performance against preset standards.

5151

Knowledge Management Knowledge Management ToolboxToolbox

4. 4. Knowledge PlanKnowledge Plan (Based on knowledge strategy)(Based on knowledge strategy)5. 5. Exit InterviewsExit Interviews (Capturing knowledge of departing(Capturing knowledge of departing employees)employees)6. 6. Sharing Best PracticesSharing Best Practices (Identifying, capturing in one part of(Identifying, capturing in one part of organisation and sharing with all organisation and sharing with all

others)others)

5252

Knowledge Management Knowledge Management ToolboxToolbox

7. 7. Knowledge CentresKnowledge Centres

(Connecting people, information, (Connecting people, information, databases)databases)

8. 8. Knowledge HarvestingKnowledge Harvesting

(Capturing knowledge of “experts” and(Capturing knowledge of “experts” and

making it available to others)making it available to others)

9. 9. Peer AssistsPeer Assists

(Learning from experience of others before(Learning from experience of others before

undertaking an activity or project)undertaking an activity or project)

5353

Knowledge Management Knowledge Management ToolboxToolbox

10 10 Social Network AnalysisSocial Network Analysis (Understanding relationships between(Understanding relationships between people, groups and organisations as topeople, groups and organisations as to how they facilitate or impede flow ofhow they facilitate or impede flow of knowledge)knowledge)11 11 StorytellingStorytelling (Ancient art of sharing (Ancient art of sharing

knowledge knowledge still widely used)still widely used)12 12 White PagesWhite Pages (Preparing a directory of (Preparing a directory of

Experts)Experts)

(Source: Adopted from De Brün 2005)(Source: Adopted from De Brün 2005)

5454

XVI Knowledge Management and XVI Knowledge Management and TechnologyTechnology

Table 6 Knowledge Management and TechnologyTable 6 Knowledge Management and Technology

S.N. S.N. Functionality Functionality TechnologyTechnology

11 SearchingSearching Search EnginesSearch Engines

22 Categorising Categorising Computer Languages Computer Languages (XML, RDF) (XML, RDF)

33 ComposingComposing Office Suite ApplicationsOffice Suite Applications

44 Summarising Summarising Artificial Intelligence Artificial Intelligence

55 StoringStoring Storage MediaStorage Media

5555

Knowledge Management and Knowledge Management and TechnologyTechnology

66 DistributingDistributing NetworksNetworks

77 WorkflowWorkflow GroupwareGroupware

88 Content ManagementContent Management Content ManagementContent Management

SystemsSystems

99 Customer RelationshipCustomer Relationship Customer RelationshipCustomer Relationship

ManagementManagement

(CRM) Software(CRM) Software

1010 MetadataMetadata

Standards and Standards and

Interoperability Interoperability

Semantic Web Semantic Web

TechnologiesTechnologies

Source: Based on Riley 2003, Wagner et al. 2003 and Klishewski Jeenicke 2004

5656

XVII. WisdomXVII. Wisdom

1. Knowledge + Application = Wisdom, 1. Knowledge + Application = Wisdom,

oror Data + Interpretation + Use + Data + Interpretation + Use + ApplicationApplication

2. Use and Withholding of Knowledge2. Use and Withholding of Knowledge

3. Flexibility in Applying Knowledge3. Flexibility in Applying Knowledge

4. Importance of Tactfulness in Government4. Importance of Tactfulness in Government

5. Government Interest in Decision-Making5. Government Interest in Decision-Making

6. Public Interest in Decision-Making6. Public Interest in Decision-Making

7. Governance first, E-governance afterwards7. Governance first, E-governance afterwards

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XVIII. Guiding Principles for XVIII. Guiding Principles for Introduction of KM in E-Introduction of KM in E-

governmentgovernment1 Develop a KM srategy1 Develop a KM srategy

- Leverage Knowledge for achieving- Leverage Knowledge for achieving

organisational goalsorganisational goals

2 Proceed step-wise, from simple to 2 Proceed step-wise, from simple to complicated.complicated.

- Adopt modular approach.- Adopt modular approach.

3 Do not re-invent wheel. Make use of 3 Do not re-invent wheel. Make use of existing knowledge and insights.existing knowledge and insights.

- Undertake Knowledge Needs Assessment.- Undertake Knowledge Needs Assessment.

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Guiding Principles for Guiding Principles for Introduction of KM in E-Introduction of KM in E-

governmentgovernment4. Make use of electronic technology.4. Make use of electronic technology.- But do not forget GIGO,- But do not forget GIGO, Garbage In, Garbage Out.Garbage In, Garbage Out.5. Make use of People, Process and5. Make use of People, Process and Technology (PPT) model.Technology (PPT) model.- But do not forget:- But do not forget: Computers: Fast, Accurate, Computers: Fast, Accurate, DumbDumb People: Slow, Sloppy, People: Slow, Sloppy, SmartSmart

5959

Guiding Principles for Guiding Principles for Introduction of KM in E-Introduction of KM in E-

governmentgovernment6 Prepare a simple and modular 6 Prepare a simple and modular

Knowledge Sub-PlanKnowledge Sub-Plan incorporating KM incorporating KM strategy.strategy.

- Do not use any complicated KM tool or - Do not use any complicated KM tool or mechanism that cannot be successfully mechanism that cannot be successfully implemented.implemented.

7 Include 7 Include KM Sub-PlanKM Sub-Plan in the in the E-Business E-Business PlanPlan of your Ministry/Department. of your Ministry/Department.

- Do not prepare any stand-alone KM - Do not prepare any stand-alone KM Sub-PlanSub-Plan

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Guiding Principles for Guiding Principles for Introduction of KM in E-Introduction of KM in E-

governmentgovernment8 Secure 8 Secure Top management supportTop management support to KM to KM Sub-Plan.Sub-Plan.- Remember, no plan can succeed without- Remember, no plan can succeed without top level commitment.top level commitment.9 Demonstrate results.9 Demonstrate results.- Remember, the best way to convince - Remember, the best way to convince

any one about practical utility of KM is to any one about practical utility of KM is to showshow

concrete, verifiable results.concrete, verifiable results.

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Guiding Principles for Guiding Principles for Introduction of KM in E-Introduction of KM in E-

governmentgovernment10 Review the implementation of 10 Review the implementation of KM Sub-PlanKM Sub-Plan from time to time.from time to time.- Review the implementation of the - Review the implementation of the KMKM Sub-PlanSub-Plan against the following against the following threethree criteria: criteria: Has the implementation of the KM Sub-PlanHas the implementation of the KM Sub-Plan resulted in:resulted in: (a) Better decision-making by (a) Better decision-making by GovernmentGovernment (b) Better service delivery to (b) Better service delivery to citizenscitizens (c) Better performance by (c) Better performance by civil servicecivil service

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XIX. KM in E-government: XIX. KM in E-government: The E-Business PlanThe E-Business Plan

E-Business PlanE-Business Plan is our is our master documentmaster document for for E-government implementationE-government implementation Change ManagementChange Management (CM) is an integral (CM) is an integral

module of module of E-Business PlanE-Business Plan Knowledge ManagementKnowledge Management (KM) is an integral (KM) is an integral

module of module of E-Business PlanE-Business Plan Knowledge ManagementKnowledge Management (KM) together with (KM) together with

Change ManagementChange Management (CM), among others, (CM), among others, are two integral and important modules of are two integral and important modules of

E-Business PlanE-Business Plan as shown in Figure 5. as shown in Figure 5.

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Operationalising KM in Operationalising KM in E-governmentE-government

Figure 5 Operationalising KM in E-govFigure 5 Operationalising KM in E-gov

E-BUSINESS PLAN

KnowledgeManagement

Sub-Plan

ChangeManagement

Sub-Plan

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XX ConclusionXX Conclusion

Incorporate all our Incorporate all our theoriestheories and KM and KM practicespractices in in Knowledge Sub-PlanKnowledge Sub-Plan

Always keep the Citizens at the centre Always keep the Citizens at the centre stage of Knowledge Sub-Planstage of Knowledge Sub-Plan

Make Make Knowledge Sub-PlanKnowledge Sub-Plan an integral part an integral part

of of E-Business PlanE-Business Plan of your of your Ministry/Department Ministry/Department

Review Review implementationimplementation of of Knowledge Sub-Knowledge Sub-PlanPlan from time to time from time to time

6565

To sum up: To sum up: The following has been covered in my The following has been covered in my

presentation to-day.presentation to-day.

II Brief History of KMBrief History of KM

IIII Rise of KW and KERise of KW and KE

IIIIII What is KM?What is KM?

IVIV Importance KM for Importance KM for

E-governmentE-government

VV Exploding 5 Myths in Exploding 5 Myths in KM4EgKM4Eg

VIVI Perspectives for KM4EgPerspectives for KM4Eg

VIIVII Issues in KM4EgIssues in KM4Eg

VIIIVIII Knowledge PyramidKnowledge Pyramid

IXIX DataData

XX InformationInformation

XIXI Citizen, State and Citizen, State and InformationInformation

XIIXII KnowledgeKnowledge

XIIIXIII Dimensions of KMDimensions of KM

XIVXIV KM CycleKM Cycle

XVXV KM ToolboxKM Toolbox

XVIXVI KM and TechnologyKM and Technology

XVIIXVII WisdomWisdom

XVIIIXVIII GPs for KM in E-gov GPs for KM in E-gov

XIXXIX KM in E-government: KM in E-government: The E-Business PlanThe E-Business Plan

XXXX Conclusion Conclusion

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Knowledge Management for Knowledge Management for E-government E-government

With this I conclude my presentation.With this I conclude my presentation.

Thank youThank you,, for your patience,for your patience,

and best of luck in all your and best of luck in all your

information security endeavours.information security endeavours.

© Dr D.C.Misra 2009© Dr D.C.Misra 2009