in140703 service support technologies 29.9.2016

IN140703 Service Support Technologies 29.9.2016

Pirita Ihamäki Phd. [email protected]

Satakunta University of Applied Sciences, Unit Rauma

mailto:[email protected]

Content• What is Smart Government?• Smart government• Transcending From Open to Smart Government to Better Serve Citicents• Smart Government Maturity Model• Getting to Stage 4: Smart Government• 360° Citizen Services• Government Customer Service Plans• Smarter Governer Interoperability• Organizational Interoperability• Technical Interoperability• Interoperability Combination of technical and organizational aspects• Interoperability Measurement Instruments


Content• Digital Ecosystem• The Digital Ecosystem Approach• The Digital Ecosystems Infrastructure• The Digital Ecosystems Characteristics• E-Learning Ecosystem• Components of an E-Learningn Ecosystem• Content Porvider• Consultant• Infrastructure• Benefits of E-Learning Ecosystems• Approach to developing an e-learning ecosystem• Workshop• Learning Ecosystem


What is Smart Government?

• IDC defines Smart Government as”the implementation of a set of business processes and underlying information technology capabilities that enable information to flow seamlessly across government agencies and programs to become intuitive in providing high quality citizen services across all government programs and activity domains.”


Smart Government

• In smart government organizations need to be able to continue to adapt and collaborate with other organizations to take the advantages of new opportunities.

• In smarter government there is often a smaller government which is focusing on managing and orchestrating interactions with public and private stakeholders in an open ecosystem (Janssen & Estevez, 2013).


Transcending to Smart Government

• To transcend into Smart Government, Government organizations need to know their citizen's communications preferences to better connect with customers.

• The IDC Government Insight surveyed over 2,000 citizens to better understand:

• Information and services needs• Channel preferences• Satisfaction with government• Results support the need for the better connection with

customers as outlined in Government Customer Service Plans.


Transcending From Open to Smart Government to Better Serve Citizens

• Smart Government Maturity Model focuses on: • Citizen participation in governmental business – Agencies are required

to engage the public to enhance decisions through widely dispersed knowledge and increase public participation in government.

• Information transparency in government – Agencies are required to utilize technology to put information about agency decisions and operations online and in forums available to the public.

• Collaboration across government entities to deliver better citizen services – Agencies are required to use innovative tools, methods, and systems to cooperate across all levels of government and engage the public in the work of their government.


Getting to Stage 4: Smart Government

Citizen Directed Government• Governments use dispersed technology solutions (not one to

one, or one to many, but many to many) to share data, generate ideas, foster collaboration, and provide feedback through Internet-based dialogues, interactive radio and TV, and public hearings.

• The public participates in moderated chat sessions and provides subject matter expertise.

• Government has moved from broadcasting to all citizens to providing information based on what a ”customer of one” need.


360° Citizen Services

• Government has more pervasive deployment of business intelligence functionality throughout the enterprise.• Business analytics are used to enable

fact-based decision making and extend accountability by providing all decision makers with the right information at the right time.


Government Customer Service Plans

Connecting with Customers• Establish mechanisms to solicit customer

feedback on government services to make service improvements.

• Analyze customer preferences for interactions and redirect resources from less preferred and costlier channels (such as printed materials) to preferred, less costly, and more widely accessible channels.

Government Customer Service PlansConnecting with Customers• Improve the customer experience by adopting proven

customer service best practices and coordinating across service channels including on-line, phone, in person, and mail services.

• Coordinate with other agencies serving the same customers, identifying opportunities for using common forms and application materials and processes.

• Conduct customer satisfaction surveys and report the results publicly to provide transparency and accountability.

• Become a custom-centric organization.

Smarter Government Interoperability• In smarter government, interoperability is a prerequisite to ensure

that organizations can collaborate with each other and changing constellations. Interoperability can be defined in various ways (e.g. Commission, 2002; IEEE, 1990, 2000; Moen, 2000; Scholl & Klischewski, 2007).

• IEEE defines interoperability as “the ability of two or more systems or components to exchange information and to use the information that has been exchanged” (IEEE, 1990), whereas Scholl and Klischewski view (2007) interoperability as “a property referring to the ability of diverse systems and organizations to work together”.

• In essence interoperability is the ability of disparate systems to work together.


Organizational Interoperability• Van der Veer and Wiles (2008, 6) describe the organizational

interoperability as “the ability of organizations to effectively communicate and transfer (meaningful) data even though they may be using a variety of different information systems over widely different infrastructures, possibly across different geographic regions and cultures”.

• European Interoperability Framework IDABC (2004, 16) describes organizational interoperability as “defining business processes and bringing about the collaboration of administrations that wish to exchange information and may have different internal structures as well as aspects related the requirements of the user community”.


Technical Interoperability

• The maturity of technical interoperability is achievable due to the availability of well-established standards, technologies, systems and capabilities, but the aspects of organizational interoperability are less clear.


Interoperability combination of technical and organizational aspects

• In conclusion, interoperability is a combination of technical and organizational aspects which can be developed independently of each other. By combining these elements a matrix containing both organizational and technical interoperability can be used to benchmark the situation of organizations as shown the next slide. If organizational and technical interoperability is achieved, we label this as full interoperability. Only technical interoperability is labeled as connectivity, whereas only organizational interoperability is called collaboration. Improvement strategies for interoperability can follow three different paths.


Interoperability measurement instrument

CollaborationFull

interoperability

No interoperabilit

yConnected

Technical interoperability

Org

aniza

tiona

l int

erop

erab

ility

Digital Ecosystem


• As stated, a natural ecosystem is a biological community of interacting organisms and their physical environment.

• Conversely, a business ecosystem is the network of the buyers, suppliers and makers of related products or services and their socioeconomic environment that includes institutional and regulatory a framework.

• A digital ecosystem is a self-organizing digital infrastructure aimed at creating a digital environment for networked organizations that supports the cooperation, the knowledge sharing, the development of open and adaptive technologies and evolutionary business models.

• A digital ecosystem is defined as a composition of mixed multiform, heterogeneous entities participating in a digital domain and carrying out cross-disciplinary interaction and engagement.

The Digital Ecosystem Approach


• The digital ecosystem approach transposes the concepts to the digital world, reproducing the desirable mechanisms of natural ecosystems.

• Similar to a natural ecosystem, a digital ecosystem consists of species analogous to biological species, which create and conserve resources that humans find valuable.

• The software, databases, applications or software services in digital ecosystems are referred to as digital species.

• Economic species, in analogy with biological species, can be business entities, which together form a dynamic and interrelated complex the ecosystem.

Digital Ecosystem – Digital Species


• A digital ecosystem, a digital environment populated by "digital species that can be software components, applications, online services, information, business models, etc.

• Digital species, like living species, interact, express an independent behavior, and evolve – or become extinct - following the laws of market selection.

• New, more evolved, innovative digital species continuously appear, often originated by the combination of simpler species and decree the obsolescence of the other less adapted digital species which are extinct or close to extinction because of little or no demand.

The Digital Ecosystems Infrastructure


• The digital ecosystem’s infrastructure is a pervasive digital environment, which is populated by digital components that evolve and adapt to local conditions thanks to the recombination and evolution of its digital components.

• Digital components can be software components, applications, services, knowledge, business processes and models, training modules, contractual frameworks, law.

The Digital Ecosystems Characteristics


• The Digital Ecosystem has a strong information infrastructure that extends beyond the original closed walls of the individual organization.

• The Digital Ecosystem is a domain-oriented cluster, which forms an interactive community that attracts similar digital species, which challenge and support each other to survive; it contains rich resources that can offer cost-effective digital services and value creating activities for the participants.



• The Digital Ecosystem utilizes new forms of electronic interaction, through the provision of digital services, it carries high connectivity and electronic handling of information of all sorts including data and documents.

• The Digital Ecosystem offers multiple channels for buying and selling of services, captures and utilizes business intelligence from data, documents and other agents and has smart information use.



• The Digital Ecosystem is also an integration of business and human endeavors and advanced information systems within the digital ecosystem, it facilitates close interaction between the participants and cross fertilization and nourishment of each other, and supports different needs within the digital ecosystem and between different digital ecosystems.



• The Digital Ecosystem is a cross disciplinary interaction and engagement, which offers a mix of expertise that preserves and enhances productivity, prosperity and international competitiveness. There is an underlying knowledge base available to support information communication that enables shared understanding about concepts. These authors also suggested that Ecosystem participants or agents are autonomous, highly interrelated and dynamic and able to coordinate among themselves. It is a self-organizing digital infrastructure aimed at creating a digital environment for networked organizations that support cooperation, the knowledge sharing, and development of open and adaptive technologies and evolutionary domain knowledge rich environments.

E-Learning Ecosystem

• The E-Learning ecosystem is the term used to describe all the components required to implement an e-learning solution.

• These components fall into three categories: content providers, consultants, and infrastructure.


Components of an e-learning ecosystem

Content Provider

Consultants

Infrastructure

• Custom• Commodily• Brand

• Strategy• Information Technology• Implementation• Compensation

• Learning Management System

• Content Delivery System• Tools

Content Providers• Content providers offer content for learning solutions that

are typically linked to competency development, personal development, or a critical business issue requiring improvement.

• According to Brodo (2002), there are three types of content providers: Branded Content Provider, Commodity Content Provider and Custom Content Provider.

• Many e-learning solutions utilize a combination of all three.


Content Providers• A brand name content provider that is typically associated

with a leading publisher or business school.• A Commodity Content Provider is the content aggregator

who offers hundreds of titles, courses and modules in a variety of formats.

• Custom Content Provider is an organization that will tailor internal content and/or develop new content based on a specific requirement.

• Each group of content providers provides a different value proposition.


Consultants• Brodo ( 2002) suggested that there four different types of consultants in

the e-learning ecosystem.• A strategy consultant helps an organization to develop a new business

strategy. Strategy consultants typically begin with a model and tailor it to the specific circumstances. They are usually very good at the process of designing a new elearning structure, but weak when it comes to implementing it.

• Compensation Consultant specializes in developing compensation strategies designed to ensure employees are motivated to achieve business goals. Although compensation is not directly linked to the other parts of the ecosystem, it should be reviewed to ensure people are motivated to help meet business goals.

• Information Technology Consultants help organizations set up the infrastructure required to perform e-business and the processes to operate efficiently and seamlessly.

• Implementation consultants help organizations put new systems, strategies and plans in action. They work with IT teams and strategy groups to successfully implement a new system.

Infrastructure• Brodo (2002) defines infrastructure as the "plumbing" for the

management, delivery and tracking of e- Learning. It consists of learning the content management system; the content delivery system and tools.

• The learning content a management system (LCMS) is a software solution that enables organizations to efficiently manage the process of training and development.

• The benefit of LCMS is its ability to be online, providing instant access to data and information regarding the usage and effectiveness of training.

• A content delivery system (CDS) is online software that allows training to be delivered over the Internet. The two types of content delivery systems are asynchronous and synchronous.

• Asynchronous content delivery systems use open platforms and development standards to physically design and deliver the content for anytime access.

• Synchronous content delivery systems enable the simultaneous online delivery of content to a group of people at a specific time. Tools transfer core intellectual property into a learning object.

Benefits of E-Learning Ecosystems• E-learning ecosystems offer many benefits to organizations.• Training officers can access data that helps them integrate their programs

into corporate goals, empower line managers to recommend and track training activity, and apply business discipline to help manage the learning assets and activity of the entire enterprise.

• Organizations with a systematic approach to rolling out these programs will ultimately benefit from a return on investment (ROI), increased productivity and improved employee performance.

• The best solution is to take a holistic approach to e-learning integration, because it takes an enterprise view of the environment that ensures an end-to-end solution, achieving the integration of a legacy and latest technologies.


Approach to developing an e-learning ecosystem

1) Identify needs of organization: The first step in the creation of an e-learning ecosystem is the planning process that is designed to map an organization's information technology (IT) infrastructure and assess its development environment, organizational structure, technology dependencies and overall architecture.



2) Constructing the technology solution: selecting the right LMS: The second step is to construct the technology solution. Whatever the requirements, a critical factor is to interface the new e-learning applications with many of the existing systems. It is important to make sure that integration is achieved with the legacy systems in the organizations.



3) Pedagogical design: The design of e-learning should be based on sound principles from instructional and learning theories. According to Gagn (1985), there are different types of learning outcomes, each requiring different strategies. Besides the technologies that should be considered, the design of e-learning should be pedagogically sound.



4) Content in an ecosystem: The development of learning technology standards has been a key driver in creating content interoperability that allows the mixing and matching of content from multiple vendors, as well as interchangeable content that can be reused, assembled and disassembled quickly and easily. IMS Global Learning Consortium is leading to this. It is a collaborative group of affiliates, including hardware and software vendors, educational institutions, publishers, government agencies, systems integrators and multimedia content providers. The goal of IMS is to promote the widespread adoption of specifications that will allow distributed learning environments and content from multiple authors to work together.



5) Continuous improvement of applications and infrastructure: It is important to make sure that the e-learning ecosystem is managed and optimised. After the construction of the e-learning ecosystem, systems need continual attention to adapt to the changing e-learning environment.E-Learning ecosystem needs to be the key to providing a holistic experience for the learners and preparing them for the increasingly global and interconnected world.


Worshops


Group Work


• Divide for groups of 5 people.• Design E-Leraning Ecosystem, which Univeristy

of Satakunta Applied Science will be needed in future, than describe and present your E-Learning Ecosystem with others.

• ”The flow of ideas from one field into another often takes curious and ambivalent paths”.

Thank you for your attention!

in140703 service support technologies 29.9.2016

Education