knowledge management as a strategy for recovering...
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Knowledge Management as a Strategy for Recovering Trust in
Government
The Mexican Experience Abraham Sotelo Nava
Head of e-Government & ICT Policy, Ministry of Public Management, Mexico
Knowledge Management as a Strategy for Recovering Trust in
Government
The Mexican Experience Abraham Sotelo Nava
Head of e-Government & ICT Policy, Ministry of Public Management, Mexico
WORKSHOP ON MANAGING KNOWLEDGE TO BUILD TRUST IN GOVERNMENT
Contents• Generalities
– The Knowledge Management Paradigm– e-Government and Knowledge Management
(KM) in the Public Sector• KM to Recover Trust in Mexico
– Examples & Practices
The Knowledge Management Paradigm
• KM is an organizational strategy to enhance its competitiveness
• impact on skills & competencies
• It is a systemic process of leveraging the organization's intellectual assets
• creating a KM culture
• It involves the process of identifying, capturing, sharing and creating knowledge
Three features:
Nair, Praba (2004), Knowledge Management in the Public Sector, Times Editions
e-Workplace enabling KM• The demand of IT-enabled workplaces is growing
• The automating of routine and non-routine activities are important to reduce cost and improve efficiency
• High-performance workplaces augment the capabilities of their skilled staffs for activities such as exploring data, developing innovative processes or products, and working with suppliers to respond to requests for proposals
• This support helps workers locate the right people, find the right content, support the right communication channels and focus on where to create the maximum return
• High-performance workplace best practices, requirements and technologies will evolve as people evolve, and their needs, behaviors and motivations will change
The Role of Government• Modern governmental bodies carry out and engage in a range of activities:
•Today, Government probably touches the lives of more people worldwide than any other institution
• Government has become a pervasive influence on everyday life
• The standard test of good government lies in its ability to improve the quality of life of the people
• Governments are central players in the new economy
- operation of social programmes to alleviate poverty- protection of civil liberties
- administration of justice- provision for public goods and services- promotion of economic growth and development
- foreign diplomacy- military defense-maintenance of domestic order
Peters, BG, “The Politics of Bureaucracy”, Routledge (2001)
New winds• Government reform movement
A series of initiatives to “reinvent government”, create the “new public management (NPM)”, or set up “Government 2.0” has been widely adopted
- Market alignment- Productivity enhancement- Service orientation- Decentralization- Separation of policymaking and service delivery- Accountability
OECD, 2000. Government of the future.
Kettl, DF, “The Global Public Management Revolution- A report on the Transformation of Governance”, The Brookings Institution (2000).
Government that costs lessQuality Government Professional GovernmentDigital Government Better regulated Government Honest and Transparent Government
Government that costs lessQuality Government Professional GovernmentDigital Government Better regulated Government Honest and Transparent Government
MEXICOPresidential
Agenda for Good Government
2001-2006
New e-Government &Knowledge Management Strategy
• Efficiency•Transparency• Accountability• Citizen Trust & Participation
2007-2012
New winds• Emergence of knowledge based economies:
• The foundations of the economies have gradually shifted from an industrial base to a service and knowledge base
• Even before the advent of the knowledge economy, citizens were expecting the same level of service from government agencies that they were receiving from the private sector
•The 21st Century is undoubtedly the age of the knowledge worker
•The shift in learning is from “known sources of education” to “learning from experience”
•The traditional authority based on a monopoly of knowledge will disappear
•New technologies are an enabler of stronger network relations
Networked Society
Liu, T. “Towards a Knowledge-based economy”, KM Magazine, Jul/Aug 2002.
The Role of KM in the Public Sector• KM has always been the core of government tasks: Strategy
PlanningConsultation
Collaboration/participationImplementation
EvaluationLearning
• Improved decision-making
The core process of government is decision making. KM can help government agencies improve decisions, leading to better service that is delivered faster and at lower cost
• Promoting a knowledge society
KM should not be considered merely as an internal management and governance challenge. The government has a unique role to play in promoting the production, use and transfer of knowledge in society Nair, Praba (2004), Knowledge Management in
the Public Sector, Times Editions
• Emergence of e-Government:
The e-Government paradigm affects:
i) public service delivery (citizen-centric approach)
ii) organizational settings
iii) the social/political system
New winds
Inter-Governmental Technology InfrastructureKnowledge management and digital collaboration Redesign of IT Processes e-Services Citizen Portal of the Federal Government e-Democracy and Citizen ParticipationIT policy and e-government organization
Inter-Governmental Technology InfrastructureKnowledge management and digital collaboration Redesign of IT Processes e-Services Citizen Portal of the Federal Government e-Democracy and Citizen ParticipationIT policy and e-government organization
MEXICOKey Ingredients
OECD, The e-Government Imperative, 2002
Mexico´s KM & e-Gov -Towards Building Trust in Government
– Collaboration among agencies and levels of Government – Quality in public services– Learning Government and knowledge workers– Efficiency– Transparency and accountability– Citizen participation
Citizenship Participates and Trusts in Government
KM in Mexico: some examplesGovernment Innovation Networks
“Digital collaboration, information exchange and internal knowledge creation”
KM in Mexico: some examples
• Virtual space for horizontal collaboration, knowledge management, decision making, e-learning and electronic services that have an impact on public officials’ productivity.
• From public servants to knowledge workers through the generation of an e-Workplace.
• Scope• training• collaboration• decision making
“Organizational learning among public servants”
www.campusmexico.gob.mx
National Information Requests Systemwww.informacionpublica.gob.mx
Transparency Portal:www.gob.mx/transparencia
“Process of information exchange with civil society”
KM in Mexico: some examples
Citizen Relationships Management
• e-Petitioning• e- Consultation
www.ciudadano.presidencia.gob.mx
“Process of information exchange with civil society”
KM in Mexico: some examples
“Making knowledge-based decisions”
Methodology in 4 areas:
• Citizen Intelligence
• Organizational Intelligence
• Financial Intelligence
• Performance Management
KM in Mexico: some examplesGovernment Intelligence
KM and Business Intelligence for Government Supplier Relationship Management
• Public Works:– Public Works follow up– Photographic report– Material report and/or non-returned
equipment– Public Work pay-off
• Dashboards:– Purchasing information analysis – Statistic reports and graphics– Standard purchasing dashboards for
every involved unit– Regulatory dashboards by contract,
showing KPIs status
www.gob.mxKM and e-Government to improve service delivery and e-participation
Practical guidance for popular government services
General tools for citizen participation
Automatic publishing of most popular and newest online services
Enhanced search engine with natural language
Organization by topics easily identified by citizens
• Citizen evaluation
Citizen Intelligence
Future Challenges• KM evolution to more advanced phases
• Further intra and inter-governmental (horizontal) collaboration
• Increased investment in IT systems to exchange information, organizational learning, knowledge management and decision making
• Setting more specific targets- Process Improvement
- Better Public Services
- Better understanding of citizen requirements & needs
- Performance evaluation and government competitiveness
- Impulse of the Knowledge Society (e-Inclusion)
Conclusions• There is little doubt that the increasing role of knowledge in policy-making, process innovation and service delivery can help improve governance and trust
• The effectiveness and efficiency of the public sector can be directly enhanced by increasing the knowledge-base and transparency of public service activities
• It is important to take advantage of the opportunities provided by ICT and Knowledge management for improving the quality of life of the citizens, with efficiency, transparency and participation.
“… transparency that informs creation of the knowledge ’to maintain developmental equilibrium,’ feeding that knowledge into genuine participation, and in this way, holding those who manage the welfare state accountable.” *
* United Nations. Understanding Knowledge Societies. Twenty Questions and Answers with the Index of Knowledge Societies. Department of Economic and Social Affaire, 2005
Knowledge Management as a Strategy for Recovering Trust in
Government
The Mexican Experience Abraham Sotelo Nava
Head of e-Government & ICT Policy, Ministry of Public Management, Mexico
Knowledge Management as a Strategy for Recovering Trust in
Government
The Mexican Experience Abraham Sotelo Nava
Head of e-Government & ICT Policy, Ministry of Public Management, Mexico
WORKSHOP ON MANAGING KNOWLEDGE TO BUILD TRUST IN GOVERNMENT