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Breakout Session # 2209 Frances Smith, CKO, US Customs and Border Protection

ARMS: The Acquisition Resource Management System A Knowledge Management Solution!. Breakout Session # 2209 Frances Smith, CKO, US Customs and Border Protection Alicia Hayes, COTR, US Customs and Border Protection Jason Abendschein, Project Manager, Kadix Systems LLC Date April 16, 2008

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Breakout Session # 2209 Frances Smith, CKO, US Customs and Border Protection

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  1. ARMS:The Acquisition Resource Management System A Knowledge Management Solution! Breakout Session # 2209 Frances Smith, CKO, US Customs and Border Protection Alicia Hayes, COTR, US Customs and Border Protection Jason Abendschein, Project Manager, Kadix Systems LLC Date April 16, 2008 Time 10:50am – 11:50am

  2. Discussion Topics • Background • CBP Solution • ARMS Review • Lessons Learned

  3. Background • CBP Acquisition Improvement Initiative (AI2) • Systematic approach and framework to improve operations • Focuses dedicated resources on managing improvement initiatives • Employee empowerment to make improvements • Coordinates organization-wide view of initiatives and best practices • Balances the challenge of accomplishing continuous improvement and daily work activities • ABCD Model

  4. Assets People, leadership, tools Business Processes Customer Needs, expectations and relationships Data Informed decision making using data Business Assets AI2 Data Customer Background

  5. Background Knowledge Management (KM) is the ability to form a collection of structures and processes aligned to leverage human know-how and acquire the maximum return for an organization. Benefits of Knowledge Management • Retain institutionalized knowledge • Identify, store, manage, market and access best practices • Share lessons learned • Maximize group collaboration • Promote business process innovation • Leverage individual experience and expertise • Facilitate communication • Increase interaction with internal and external customers • Accelerate development of workforce knowledge and expertise

  6. Knowledge Management Team Needs Analysis & Workforce Survey Communities of Practice Contract Information CBP Solution

  7. Knowledge Management Team • Team Focus • Developing Knowledge Management System (KMS) • Obtain End User Buy-in • Team Considerations • Retirement • Employee Turnover & Retention • Workforce Knowledge & Development • Reorganizations • Knowledge Transfer • Team Results

  8. Needs Analysis & Workforce Survey • Purpose • Obtain End User Buy-In • Assessment • Determine Design Features • Outcome • Communities of Practice • Discussion Forum • Policy and Guidance • Samples and Templates • Training Center/Tool Kits • Search Functions • Ask the Expert • Announcements • Lessons Learned • Hot Tips

  9. Communities of Practice • Task-oriented groups organized to share knowledge and to solve business problems • Improve access to relevant and authoritative information sources • Leverage individual experience and expertise • Replicate proven practices and share lessons learned • Align knowledge seekers with knowledge sources • Promote continuous business process innovation • Foster environment of collaboration and knowledge sharing

  10. Contract Information • Market Research • Performance-Based Acquisition • Statement of Objectives • Base with Two Option Periods • Performance Incentive

  11. Contract Information

  12. Project Deliverables Front End Analysis IT Analysis Content Design Prototype Stakeholder Marketing and Communications Plan Sustainment Plan System Test Plan Implemented KMS Evaluation Report Contract Information

  13. Lessons Learned • Ensure IT is a part of project team • Obtain executive and middle management support early in project • Designate a Chief Knowledge Officer for system integrity and governance • Involve all employees early in process to gain buy in • Plan implementation – communications, training and user support

  14. Lessons Learned • Design system to support business processes • Identify and market opportunities to use tool in daily work processes • Content must be accurate and valuable • Focus on eliminating barriers to system success • Concentrate on change management • Drive usage by showing value

  15. Questions

  16. Contact Information Frances Smith, US Customs and Border Protection frances.smith@dhs.gov (202) 344-2706 Alicia Hayes, US Customs and Border Protection alicia.hayes@dhs.gov (317) 614-4563 Jason Abendschein, Kadix Systems LLC jabendschein@kadix.com (202) 344-2408

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