Introduction to KM produced for a Local Authority

1. Introduction to Knowledge Management Matthew Rees Business Transformation Manager March 2005

5. Most tasks involve a combination of expertise , information and data How to handle unusual situations Regulations and policies that apply The procedure to follow Customer’s details Amount of the benefit Closing date Expertise Information Data

6. The human element grows as knowledge becomes more complex We are more likely to see IT systems managing low-level knowledge, e.g. information about our customers, such as the books they have borrowed from the library, and more likely to see humans managing high-level knowledge, e.g. the needs of an individual child. Expertise Information Data Increasing human element

7. Knowledge solutions often use a mix of IT systems and human processes Expertise Information Data Human processes IT systems Where to draw this line?

8. A simple framework is used to show where knowledge can be held Explicit Tacit Individual Community Many people One/few people Many objects One/few objects

9. These examples show that knowledge is held in different places for a reason Explicit Tacit Individual Community How to ride a bike New chess move Safety Checks Manual Recipe for digestive biscuits

10. Knowledge originates in the brain of one person; this is “discovery” or “invention”

11. Familiar tools move knowledge to where it is needed, often in multiple steps Explicit Tacit Individual Community Publish Read Teach Write Research Many people Many objects One/few objects

16. Knowledge Management projects have delivered real benefits

18. The Local Government e-Organisation is a framework for eGovernment Understanding the e-Organisation To help your council understand the whole picture, analyse your current position and build future strategies, we have developed a model of the ‘building blocks’ that comprise a successful e-enabled organisation. These blocks can be organised into six themes – people, enablers, trust & connections, core systems, access channels and interactions. These blocks cover not only the key technologies necessary, but also the ways in which you and your citizens or customers interact and the issues to consider if you are to lead and manage the changes your council will have to make to exploit e-government to the full. http://www.localegov.gov.uk/

19. Knowledge Management is one of the e-Organisation enablers Enablers Enablers refers to the computer systems, or ‘middle-ware’, used to support access channel policy and provide the link to core business and information systems. For example, systems for dealing with the customer and improving the knowledge management and workflow of corporate information can support better intelligence-led decision making on services and policies.

21. The KM National Project website is http://www.knowledgemanagement.org.uk

24. The toolkits guide practitioners to the appropriate tools for a given situation There are several hundred Knowledge Management tools and techniques available. A series of simple models reduces this list to just a few tools that are appropriate for a specific situation.

25. We use a framework derived from the degree of service and process change Degree of process change Degree of service change Process Improvement (efficiency) Business As Usual Innovation Service Improvement (effectiveness)

27. KM toolkits are being developed to address these different business needs Degree of process change Degree of service change Knowledge Sharing Consulting with Customers Information Management Communication & Collaboration Skills Location Process Improvement (efficiency) Business As Usual Innovation Service Improvement (effectiveness)