enterprise content management: building a collaborative framework 32 nd meeting of the section of...
TRANSCRIPT
Enterprise Content Management:Building a Collaborative Framework
32nd Meeting of the Section of International Organizations, International Council on Archives
Thessaloniki, GreeceSeptember 27, 2006
Donna S. Canestraro
Enterprise Content Management (ECM) What it is, and what role do archivists
and records managers play?
The Center for Technology in Government
Work with government to develop well-informed strategies that foster innovation and enhance the quality and coordination of public services. . .
. . . through applied research and partnership projects that address the policy, management, and technology dimensions of information use in the public sector
Our Focus and Partners
Management
Policy
Technology
University
Business
Government
ECM according to AIIM
Enterprise Content Management (ECM) is comprised of the technologies used to capture, manage, store, preserve, and deliver content and documents related to organizational processes. ECM tools and strategies allow the management of an organization’s unstructured information, wherever that information exists.
• Association for Information and Image Management. 2006
“It's not enough to "manage" content. Of course, the ability to access the correct version of a document or record is important, but organizations must go further. Content must be managed so that it is used to achieve business goals.
Central to this strategy are the tools and technologies of ECM, which manage the complete lifecycle of content, birth to death.”
Recognizing the quintessential underlying problems of e-government
“What is technically possible may not be organizationally feasible or politically or socially desirable.”
Advanced IT applications in government must integrate policies, processes, information, and technology.”
Some Assembly Required: Building a Digital Government for the 21st CenturyCenter for Technology in Government 1999
Pressure to act
Experience shows that when the pressure to act exceeds the ability to understand the consequences of action, the risk of failure soars.
Innovation
An idea or behavior perceived as new to the individual or adopting organization.
Rogers, 1972, Kanter, 1983, Damanpour, 1996
Innovation and Risk
• Innovation characteristics interact with organizational characteristics.
• Uncertainty results from the lack of adequate knowledge about the interaction.
• Risk results from uncertainties about the consequences of change efforts.
IT Failure Statistics - a variety
• 50% of information systems are failures
• IS success rates are as low as 30%
• 80% of data warehousing projects fail
• 80% of ERP projects fail
• 80% of CRM projects fail
Sources of risk
• Failure to understand context• Initial (or most) focus on technology instead of work
processes and goals• Underestimating complexity• Ignoring variation and diversity • Using ‘command’ models of leadership• Inadequate amounts & kinds of communication• Lack of trust (and trustworthiness)• Lack of constituency
Four Challenges to
Enterprise Transformation
Four Challenges
• Complexity
• Information quality and availability
• End-to-end performance
• Integration
Challenge #1: Complexity
Complexity challenges
• Embeddedness
• Risk
• Differences among professions and roles
• Centralized vs. decentralized vs. distributed ways of working
Layers of complexity
Policy, program & economic contextOrganizational
setting
ToolsWork processes & practices
Professions, roles, and relationships
• Policy makers• Subject matter experts• Technology experts• Administrative experts• Operational experts• Customers• Partners and suppliers• Overseers
Challenge #2: Information
Data challenges
• Information policies and philosophies
• Fitness for use
Countervailing information policy principles
StewardshipUsefulness
Quality = fitness for use
• Accuracy• Availability• Context • Definition• Granularity• Standardization• Timeliness• Metadata
End-to-end challenges
• Incomplete understanding of business processes
• Incomplete knowledge and appreciation of business practices at all points in a process
• Uneven interest and investment in the front and back offices
Challenge #4: IntegrationSimplified depiction of existing intergovernmental information systems in New York State
Agency A Agency B Agency C
Multiplied by thetotal number ofNYS agencies =
~100
County 1
County 2
County 3
County 4 City 1
City 2
City 3
City 4 Town 4
Town 3
Town 2
Town 1 Village 4
Village 3
Village 2
Village 1
Total NYSCounties = 62
Total NYS Villages =554
Total NYS Towns = 932Total NYSCities = 62
Integration challenges
• Play out over time– Across organizations– Across levels & functions within organizations– Across governmental boundaries– Across public, private, and nonprofit sectors– Across many dimensions
Integration of what?• Information • Work processes • Systems
• Perspectives• Value propositions• Money and other resources• Cultures• Missions• Practices• Professions
Meeting the challenges
Complexity
Information
End-to-end
Integration
Simplified depiction of existing intergovernmental information systems in New York State
Agency A Agency B Agency C
Multiplied by thetotal number ofNYS agencies =
~100
County 1
County 2
County 3
County 4 City 1
City 2
City 3
City 4 Town 4
Town 3
Town 2
Town 1 Village 4
Village 3
Village 2
Village 1
Total NYSCounties = 62
Total NYS Villages =554
Total NYS Towns = 932Total NYSCities = 62
Meeting the challengesSimplified depiction of existing intergovernmental information systems in New York State
Agency A Agency B Agency C
Multiplied by thetotal number ofNYS agencies =
~100
County 1
County 2
County 3
County 4 City 1
City 2
City 3
City 4 Town 4
Town 3
Town 2
Town 1 Village 4
Village 3
Village 2
Village 1
Total NYSCounties = 62
Total NYS Villages =554
Total NYS Towns = 932Total NYSCities = 62
Complexity
Information
End-to-end
IntegrationGovernance andExternal Focus
Meeting the challengesSimplified depiction of existing intergovernmental information systems in New York State
Agency A Agency B Agency C
Multiplied by thetotal number ofNYS agencies =
~100
County 1
County 2
County 3
County 4 City 1
City 2
City 3
City 4 Town 4
Town 3
Town 2
Town 1 Village 4
Village 3
Village 2
Village 1
Total NYSCounties = 62
Total NYS Villages =554
Total NYS Towns = 932Total NYSCities = 62
Complexity
Information
End-to-end
IntegrationGovernance andExternal Focus
Emphasis on Use and Context
Meeting the challengesSimplified depiction of existing intergovernmental information systems in New York State
Agency A Agency B Agency C
Multiplied by thetotal number ofNYS agencies =
~100
County 1
County 2
County 3
County 4 City 1
City 2
City 3
City 4 Town 4
Town 3
Town 2
Town 1 Village 4
Village 3
Village 2
Village 1
Total NYSCounties = 62
Total NYS Villages =554
Total NYS Towns = 932Total NYSCities = 62
Complexity
Information
End-to-end
IntegrationGovernance andExternal Focus
Emphasize Use and Context
Process Thinking and Action
Meeting the challengesSimplified depiction of existing intergovernmental information systems in New York State
Agency A Agency B Agency C
Multiplied by thetotal number ofNYS agencies =
~100
County 1
County 2
County 3
County 4 City 1
City 2
City 3
City 4 Town 4
Town 3
Town 2
Town 1 Village 4
Village 3
Village 2
Village 1
Total NYSCounties = 62
Total NYS Villages =554
Total NYS Towns = 932Total NYSCities = 62
Complexity
Information
End-to-end
IntegrationGovernance andExternal Focus
Emphasize Use and Context
Process Thinking and Action
Enterprise Principles and Relationships
Challenge for you
• Where is your role in this discussion?• How does the concepts of ECM fit into your
organizational structure?• What are the policy, organizational, management,
and technology decisions that need to be discussed prior to implementation of an ECM for your organization?
Consider...
• What is an ECM in your world?
• What are the ideal characteristics of a ECM Governance body?
• Who should be at the table within your organization participating in the discussion?
• What are the archival implications?
Questions?
Center for Technology in Government
University at Albany
www.ctg.albany.edu