The Role of e-learning in e-government Implementation and Adoption

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1 Manila, August 9 13, 2004 The Role of e-learning in e-government Implementation and Adoption Stephen W. Braim Government Programs Executive IBM Asia Pacific The views expressed in this paper are the views of the author and do not necessarily reflect the views or policies of the Asian Development Bank Institute (ADBI), the Asian Development Bank (ADB), or its Board of Directors, or the governments they represent. ADBI does not guarantee the accuracy of the data included in this paper and accepts no responsibility for any consequences of their use. Terminology used may not necessarily be consistent with ADB official terms. IBM Go vernment Programs, Asia Pacific 2003 Copy right IBM Corporation

2 Government Transformation The Issue: Governments are frozen in industrial age structures, at risk of becoming irrelevant and losing the confidence of their citizens. The Opportunity: Transition from an industrial model of big government, centralised & hierarchical to, adaptive, open and knowledge based. 2 IBM Government Pr ograms

3 Factors Impeding an Enabling e-government environment in Developing Countries: UNPAN E-Government Global Survey Core Factors Sym ptoms Manila, August 9 13, 2004 Consequences Institutional Weakness Insufficient Planning Unclear Objectives Inadequately Designed Systems Cost Over-runs Human Resources Shortage of Qualified Personnel Lack of Professional Training Insufficient Support Isolation from sources of technology Funding Arrangements Underestimated Project Costs Lack of recurring expenditure Unfinished Projects Higher Maintenance Costs Local Environment Lack of Vendor representation Lack of back-up systems / parts Lack of qualified technical support Implementation Problems IBM Go vernment Programs, Asia Pacific Technology and Information Changes Limited Hardware / Software Inappropriate software 2003 Copy right IBM Corporation System Incompatibility Over-reliance on Customer Applications

4 Key Intersections Apply e-learning to facilitate the cultural and organisational challenges faced by governments in transforming their structures, processes and internal employee culture to drive e-government development. Effective deployment of e-learning in the community to raise the level of technology and application user skills, therefore lowering the cost of access and raising demand for e-government applications and services. Effectively leverage investments in e-government platform development to better implement e-learning platforms and processes to complement learning frameworks within the formal and informal education system. 4 IBM Government Pr ograms

5 e-government & e-learning Defined 5 IBM Government Pr ograms

6 Some Definitions. An e-government uses technology to deliver services based on customer need rather than either administrative convenience and by transformation rather than automation. 6 IBM Government Pr ograms

7 e-government Impacts all of Government. 7 IBM Government Pr ograms

8 E-Government requires breaking down traditional boundaries e-government integrates government Public Safety and Justice Postal Dept. of Revenue Educati on Healthcare Social Services Traditional government functions in silos Effective e-learning Drives This Process 8 IBM Government Pr ograms

9 Summary: e-government Implementation Parameters - Vision (Strategy) - Leadership - Integration - Funding/Finance - Education/Skills - Fostering Demand - Channel Management - Partnerships - Change Management - Business Adaptiveness - Technology (OSS) - Procurement - Privacy - Security - Legal Frameworks - Review & Accountability - Communications - Open Standards - Customer Focus - Branding 9 IBM Government Pr ograms

10 Some Definitions. e-learning is the use of information technologies to support and conduct knowledge transfer, extending the reach and accelerating the pace of traditional learning models. 10 IBM Government Pr ograms

11 Some Definitions. Learning Transformation: Changing the way an organization addresses learning strategy, processes and supporting infrastructure. It includes evaluating the impact of current learning programs on human and organizational performance, and redesigning instructional processes, content and delivery mechanisms. 11 IBM Government Pr ograms

12 A confluence of trends and events have created increased demand for e-learning across all industries. Evolution and Convergence of Technology (broadband, rich media, maturing KM and collaboration technologies ) Strict limits on travel (9/11, SARS) Accelerated Adoption of e-learning Demographics World Events Economic Downturn Public Policy Knowledge Economy Focus on cost and ROI NCLB, WDI Learning as a strategic lever Aging workforce, new generation of learners Demand for E-Learning 1990s IBM Government Pr ograms

13 E-Learning Challenges for e-government - More than 75% of training is still being delivered by traditional face-to-face classroom based methods. - 50% of employee skills become outdated in 3 5 years. - Over 50% of all US Government employees are eligible to retire in the next 5 years major workforce restructure required. - Less than 20% of the knowledge available to a organisation (public or private sector) is actually utilised. 13 IBM Government Pr ograms

14 E-Learning Challenges for e-government Skills and/or culture: the fear factor, lack of understanding of what s available, complexity of finding information, uncertainty about the cost of using services (either direct or indirect), and loss of control associated with not understanding how to find information or use technology. E-Government Benefits Study, The National Office for the Information Economy Australia p6. March IBM Government Pr ograms

15 E-Learning Benefits for e-government 1. Eliminates the barriers that have historically prevented people in different government departments acquiring, on an equal basis, high quality education and support services involving e-government technology, applications development, e-government strategic direction and cultural change. 2. Makes learning pervasive, continuous and relevant. 3. Propagates knowledge sharing through access to expertise and collaboration between employees and partners, and improving the performance and productivity of employees. 15 IBM Government Pr ograms

16 Why Governments Care About e-learning. Human capital has replaced physical capital as the source of organizational value Many employees require ongoing training to maintain skill levels to meet job requirements Extending learning beyond the enterprise can strengthen relationships with partners, suppliers and customer e-learning has emerged as a game changer for how organizations implement learning 16 IBM Government Pr ograms

17 Critical Success Factors for an e-government Learning Policy. - Shared Vision - Leadership Support - Technology/infrastructure - Content must be available - Acceptance/embracing of e-learning by stakeholders - Economically funded and/or affordable - Regulatory environment supportive and legal systems protective of e-learning processes sustainability 17 IBM Government Pr ograms

18 Governments need to transform from delivering services to delivering value; skilled human resources are the foundation for this transformation. Human capital management is a key element: Better strategic decisions require ensuring employees have the information, time and skills to make timely and better decisions. Success depends on having the right information at the right time to make the right decision: Integrated e- Government plans require knowing the impending skill and knowledge gaps and having plans to resolve the shortage before they effect operations Meeting the Challenge: President Bush s Management Agenda : Address Human Capital Management suggests that agencies reshape their organizations to meet a standard of excellence in attaining the outcomes important to the nation. Agencies must adopt information technology systems to capture some of the know ledge and skills of retiring employees. Agencies must make better use of the flexibilities currently in place to acquire and develop talent and leadership. Assessments must determine tools to recruit,retain,and rew ard a high-quality w orkforce Assessments must determine the statutory changes needed to enhance management flexibility,permit more performance-oriented compensation,correct skills imbalances 18 IBM Government Pr ograms

19 Traditional approaches to training are being replaced with a continuous approach aimed at driving performance. Training Event Oriented Training At Happens in a Classroom Focus on the Learner (Worker) Focus on Skills and Knowledge Gaps Analyzes Instructional Needs Develops Training Interventions Implements Training Solutions Evaluates Learning and Behavior Learning Process Oriented Learning With Happens On-the-Job Focus on Work, Worker, and Workplace Focus on Performance Outcomes Analyzes Business Needs Develops Performance Interventions Implements Performance Solutions Evaluates Bottom Line Results 19 IBM Government Pr ograms

20 e-learning as a key enabler of e-government Success. E-learning is the game changer e-learning will Change the way people acquire new skills and access knowledge Eliminate barriers that have prevented people from accessing high quality education Enable organizations to be more responsive in a changing environment by making learning: Pervasive Available anytime, anywhere Driven by context and delivered on demand Continuous Blend of formal and informal Lifelong Relevant Just in time vs. just in case Compelling and personalized Collaborative Access to expertise and knowledge Collaboration with employees and extended enterprise to deliver results: Faster time to performance Increased productivity Competitive advantage Cultural change Measurable outcomes 20 IBM Government Pr ograms

21 e-learning is helping to transform governments. Workforce Transformation Professional and fundamental skills training Competency development ISV/ERP/ Custom Application rollout support Performance support Leadership and management development New process training Compliance Programs Occupational safety/ehs Citizen Education Workforce development Self Service education Supplier/Partner Education E-procurement training Partner awareness and training Training to support virtual supply chain activities ERP education Service Optimization Service methodologies Citizen Service transformation support Process knowledge Services tools training (e.g., Siebel) 21 IBM Government Pr ograms

22 Significant challenges remain. Establishing learning accountability Finding or creating compelling digitized content Selecting the best tools and implementing a reliable, scalable infrastructure Targeting learning investments to yield ROI Addressing organization and culture issues 22 IBM Government Pr ograms

23 Learning challenges fall into three major categories. Enterprise Learning The establishment of an enterprise approach to learning with the goal of integrating and aligning learning with organizational priorities Targeted Learning Infrastructure for Learning The development of high-impact, targeted learning initiatives focused on performance improvement The implementation of an open, reliable, and scalable infrastructure to support learning initiatives that can be easily integrated with other enterprise systems 23 IBM Government Pr ograms

24 Governments struggle to link employee development programs and strategies to core competencies and mission-critical functions. Organizational success depends on employee development, but many organizations are not proactively providing skill development opportunities Many efforts are focused on basic computer and technical skills Very little development is strategically aligned to job-related skill requirements The so-called soft skills: communications, quality management, customer relationship, etc. are now viewed as mission critical. However, efforts in these areas are the first to go when budgets require tightening 24 IBM Government Pr ograms

25 Organizations are applying new thinking to their targeted learning programs using a combination of blended learning, KM and collaboration. Organizations are combining traditional, structured learning programs with collaboration, mentoring, coaching and knowledge management Broader access to learning and collaboration technologies is breaking down barriers to learning from others and will present opportunities for adoption at the enterprise level More performance-based learning programs - driven by B2E portals - are being asked for instead of traditional learn-then-do programs 1 Information Interaction 2 4 Face-to-Face Collaboration 3 25 IBM Government Pr ograms

26 The Commonwealth of Pennsylvania deployed a targeted learning solution as part of a major organizational process transformation. The Commonwealth's Imagine PA Project, is a comprehensive approach to redesign, streamline, and standardize key processes in the current administrative functions across all 53 state agencies for accounting, budgeting, human resources, payroll and procurement. Learning tools such as simulation and self directed e-learning courses are being used to train employees on new processes and tasks 26 IBM Government Pr ograms

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