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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

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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
Outline
  • Introduction & Objectives
  • Research Context
  • Knowledge – based Change and Attention Management
  • Architectural Aspects
  • Case Study
  • Conclusions
outline3
Outline
  • Introduction & Objectives
  • Research Context
  • Knowledge – based Change and Attention Management
  • Architectural Aspects
  • Case Study
  • Conclusions
introduction
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
Tacit Information Ecosystem
  • Knowledge worker
    • Operating in a complex environment
    • Overloaded with potentially useful, dynamically changing information
objectives
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
slide7
Current situation

Desirable situation

outline8
Outline
  • Introduction & Objectives
  • Research Context
  • Knowledge – based Change and Attention Management
  • Architectural Aspects
  • Case Study
  • Conclusions
research context
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
partners
1. PLANET

5. TUK

9. MIT

2. FZI

6. BCE

10. LATA

7. SYNERGON

3. ICCS

4. COI

11. UPRC

8. UMC

Partners
principles
Principles
  • Substantial Innovation
    • Produce tangible results
  • Adoption Facilitation
    • Given the nature of the PA environment
  • Result Evaluation
    • Decision quality, performance
  • Early Results
outline12
Outline
  • Introduction & Objectives
  • Research Context
  • Knowledge – based Change and Attention Management
  • Architectural Aspects
  • Case Study
  • Conclusions
change management
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
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 scenarios
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
integrated knowledge space ontologies
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
outline21
Outline
  • Introduction & Objectives
  • Research Context
  • Knowledge – based Change and Attention Management
  • Architectural Aspects
  • Case Study
  • Conclusions
conceptual architecture
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
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

outline24
Outline
  • Introduction & Objectives
  • Research Context
  • Knowledge – based Change and Attention Management
  • Architectural Aspects
  • Case Study
  • Conclusions
pilot services
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
Common KADS

Based on CommonKADS methodology

a structured approach towards the development of knowledge-based systems

identified models
Identified Models
  • Organisation model
  • Task model
  • Agent model
  • Communication model
conclusions
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?
slide30
Thank you for your Attention

Andreas Papadakis, [email protected]

IST SAKE project www.sake-project.org

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