Knowledge Management Blueprint

Knowledge Management Blueprint

Contents Introduction to Knowledge Management Blueprint Current Environment Overview Public Sector Knowledge Management Framework Knowledge Management Strategic Recommendation Strategies, Implementation Approach & Guideline Implementation Roadmap Knowledge Management Governance Structure Moving Forward 1

Introduction to Knowledge Introduction to Knowledge Management Blueprint

Introduction to Knowledge Management Blueprint Current Environment Overview Only 12% of government agencies claim to have KM strategy 83% believe that their knowledge belongs to their agency alone Knowledge Management exist in silos Reliance on Nota-Serahan- Tugas as a form of knowledge transfer when staff leaves KM Environment in the Public Sector Different understanding of KM concept Minimal knowledge sharing across the public sector Insufficient work transition plan with regards to knowledge * based on survey response from 94 government agencies and interviews conducted on 30 selected government agencies. **100%=94 respondents from government agencies. 3

Introduction to Knowledge Management Blueprint Public Sector Knowledge Management Framework Whole of Government : Knowledge Excellence as Catalyst Towards Effective Service Delivery Content Standards Components Medium Sources Economic Social Security General Administration Supporting Elements Technology and Tools Security and Access Management Governance Organisation Policies and Governance Change Structure Guidelines Methods Management 4

Introduction to Knowledge Management Blueprint Public Sector Business Model (Based on IA Blueprint) TITLE 5

Knowledge Management Knowledge Management Strategic Recommendation

Strategies, Implementation Approach & Guideline

Strategies, Implementation Approach & Guideline Knowledge Management Strategies Objective To improve service delivery and decision making through an informed knowledge environment Areas of Concern The application of Knowledge Management in the public sector not fully optimised due to lack of sharing culture and different understanding of its concept. Strategies Strategy 1: Inculcate the Culture of Knowledge Management Strategy 2: Strengthen Knowledge Management Initiative in the Public Sector KM Foundation Program Development KM Implementation of High Impact Methodology KM Projects Knowledge Practitioner Development Program Intelligence Hub Program Rewards & Recognition Program 8

Strategies, Implementation Approach & Guideline Knowledge Management Guideline (Agency Perspective) Beginner Intermediate Advance KM Foundation Programme KM Knowledge Practitioner Programme KM Knowledge Practitioner Programme Implementation Methodology Rewards & Recognition Programme Intelligence Hub Rewards & Recognition Programme KM Knowledge Practitioner Programme Intelligence Hub Objective To standardise the knowledge management practice within the agency for easier reference Scenarios Considered Agencies that are new to the knowledge management concept (beginner) Agencies that are aware of knowledge management concept and planning to build their own knowledge management initiative (Intermediate) Agencies that already has their own knowledge management initiative in placed (advance) Projected Outcome Agencies will have a standardised approach on knowledge management that can be easily referred to as a guide for other aspiring agencies, which will lead to an informed knowledge via a whole of government approach towards knowledge management practices. 9

Strategies, Implementation Approach & Guideline Knowledge Management Guideline ( Agency Perspective) Beginner Intermediate Advance Step 2 10

Strategies, Implementation Approach & Guideline S1, P1: Knowledge Management Foundation Programme (Blueprint) Beginner (1 of 5) Prerequisite of developing Knowledge Management Change & Communicate Champion Selection Awareness & Participation Management & Program Profile Stakeholder Support Spreading KM foundation awareness as well as guiding agencies in identifying and managing key components that will facilitate KM implementation Reward Establishment Skills Cultivation Objectives To assist agencies prior to developing their knowledge management initiative To create & increase awareness, participation and usage of KM within the public sector Key Benefits Agencies are able to identify what are the key components that are needed to build a strong KM foundation Implementation Approach Awareness Interest Desire Action 11

Strategies, Implementation Approach & Guideline S1, P1: Knowledge Management Foundation Programme (Agency Perspective) Beginner (1 of 5) Objective To spread KM awareness by participating on KM Advisory Panel s KM awareness programme as well as to identify and manage key components that will facilitate KM implementation in agency Scenarios Considered Agencies that are new to the knowledge management concept and / or just about to embark on the knowledge management initiative activities (beginner) Change & Communicate Champion Selection Awareness & Participation Management & Stakeholder Support Reward Establishment Skills Cultivation Projected Outcome Agencies will be able to prepare their environment to cultivate a habit of knowledge sharing as well as preparing their stakeholders on what to anticipate when embarking on a full-blown knowledge management initiative. Implementation Approach Awareness Interest Desire Action 12

Beginner Strategies, Implementation Approach & Guideline S1, P1: Knowledge Management Foundation Programme (1 of 5) Generate the agency-wide urgency Top management & stakeholder support Select champion of the proposed program Establish program phases and rewarding system Encourage user participation Cultivate skills and mindsets Awareness Interest Desire Action 13

Strategies, Implementation Approach & Guideline Beginner S1, P1: Knowledge Management Foundation Programme (1 of 5) 14

Strategies, Implementation Approach & Guideline Beginner S1, P1: Knowledge Management Foundation Programme (1 of 5) 15

Strategies, Implementation Approach & Guideline Beginner S1, P1: Knowledge Management Foundation Programme (1 of 5) Phase 1 (Awareness) Phase 2 (Interest) Phase 3 (Desire) Phase 4 (Action) Step 1 Agency need to create collaboration value to facilitate knowledge management through interviews & workshop to measure agency s readiness and identifying issues. Step 2 Establish governance structure to ensure delivery of reliable, consistent information disciplines in the agency can be managed. Step 3 - Create the agency-wide urgency for change through proven KM techniques by the KM Advisory Panel and communicate clearly about the benefits of knowledge management programme. Step 4 - Create workshop to deliver common understanding of KM and to identify areas of opportunities in which KM can be applied. Step 5 - Build new skills and mindsets towards knowledge capture and how to codify tacit knowledge effectively through trainings and usage of templates. Step 6 - Commence collaborative ventures with other agencies through knowledge sharing sessions to strengthen knowledge. Step 7 - Establish specific programs and protocols for learning from organisational experience such as collaborative programs within departments similar to the concept of secondment. Step 8 - Sharing of best practices and issues with other agencies and to venture the prospect of developing KM system collaboratively. 16

Strategies, Implementation Approach & Guideline Beginner S1, P1: Knowledge Management Foundation Programme (1 of 5) Roles Responsibilities Agency s Management & Stakeholder Establish KM Governance Structure (KM Functional Area) Provide administrative & budgetary support (If required). Make decision and endorse KM implementers change recommendation to signal top management buy-in to signal KM importance. Encourage knowledge sharing culture to facilitate collaboration within the agency. Communicate the KM implementation and strategy with circulars, memos and other suitable channels of communication. Agency s Knowledge Leader Get advice from MAMPU on creating & communicating agency-wide urgency for change. Agency s Knowledge Manager (Strategic, Risk & Analytic) Develop strategy for effective workshop delivery as well as future strategies to facilitate KM Measure effectiveness and impact analysis of the programme 17

Strategies, Implementation Approach & Guideline Beginner S1, P1: Knowledge Management Foundation Programme (1 of 5) Implementation Check List Prerequisites Agency is classified as Beginner OR wish to strengthen KM foundation Compulsory Optional Agency establish KM Governance Structure which at least include a knowledge champion (Knowledge Leader) Collaboration with other agencies to share best approach and issues faced during implementation of the programme. Create Seminar or Workshop to communicate KM establishment in the agency. 18

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Connecting People to People Community of Practice Mentor Mentee Knowledge Forum Program Profile Connecting the individuals within the Public Sector to the relevant knowledge provider to explore ways of working in a specific area of knowledge Objectives Key Benefits To instill the habit of knowledge sharing practices within and across the Public Sector Learning from shared experience through best practices First hand knowledge transfer from mentor to mentee As entry point for connecting people to people, people to document and vice versa Implementation Approach Plan Implement Improve 19

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Objective To instil the habit of knowledge sharing practices in the agency by connecting people to people as well as connecting the agency to other agencies with similar interest. Knowledge Forum AND/OR Mentor Mentee AND/OR Community of Practice Scenarios Considered Agency has either already completed the Knowledge Foundation Programme or has already participated in a KM awareness workshop and selected a KM champion in the agency with management & stakeholder support to lead the KM initiative. Projected Outcome Enable learning from shared experience through best practices by the knowledge experts via the community of practice, as well as more personalised approach that can be practiced in the office via direct knowledge transfer from mentor-mentee and also as an entry ypoint for connecting gpeople p to people, p,people p to document and document to people via a knowledge forum. Implementation Approach Plan Implement Improve 20

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Plan Implement Improve Conduct feasibility study Assess and plan for establishing few categories of community of practice / mentor-mentee / knowledge forum based on public sector business core functions. Assign roles &responsibilities for each community (experts, facilitators) Workshop / Training / Seminar Forum Published journals Face-to-face guidance (lessons learned captured by mentee through a knowledge template Capturing of tacit to explicit via video recording, audio recording and / or electronic forum. (Continuous improvement based on communities budget and means) Implementation of knowledge bank through shared server Implementation of knowledge bank through intranet website Implementation of knowledge bank through knowledge management portal with additional features as per feasibility study 21

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Step 2 22

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Step 2 23

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Step 1 Plan Assess current Knowledge Practitioner s practice within the agency Assess & Plan for establishing type of COP / mentor-mentee / knowledge forum Knowledge Forum : Mentor - Mentee: Community of Practice: Identify Agency s knowledge focus s Sector & Subsector classification Establish group s roles and responsibilities (facilitators) Refer to JPA s mentor-mentee programme as baseline Establish group s roles and responsibilities Identify Agency s knowledge focus s sector & subsector classification Establish roles & responsibilities (experts, facilitators). Step 2 Implement Knowledge Forum : Mentor-mentee : Community Of Practice : Obtain standard technical specifications from MAMPU Develop / modify agency s website for knowledge forum Upload seminar and workshop materials & video recordings Conduct Knowledge Forum awareness promotion & Seminar Identify & introduce mentor & mentees Conduct mentor-mentee sessions (recorded in a mentor-mentee log) Conduct knowledge focus area workshops / & seminars activities Share workshop / & seminar materials & recording Develop and publish journals base on best practices & findings 24

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Step 3 Improve Knowledge Forum : Periodical review on Knowledge Forum progress If need to upgrade Knowledge Forum functionalities based on findings and feed backs received, conduct step 2 Mentor-mentee : Periodical review on mentor mentee session Community Of Practice : Periodical review on Community of Practice activities If need to upgrade programme If need to upgrade programme, to based on findings and feedbacks, conduct Step 2 conduct step 2 If current Community of Practice is If current Mentor-mentee is fine, to fine, to remain as-is until it is no remain as-is until it is no longer longer needed (e.g. due to needed obsolete of knowledge area) 25 25

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Roles Agency s Knowledge Leader / Champion Agency s Department / Unit representatives Responsibilities Member of KM Functional Area, Steering Committee and Technical Committee Inform Sector & subsector classification to MAMPU. Get advice from MAMPU on standard knowledge forum/ mentor-mentee / COP standard implementation steps Identify and establish group roles and responsibilities for knowledge / mentor-mentee / COP Drive and manage Knowledge Forum / Mentor-mentee / Community of Practice implementation Provide information of establishment of Agency s Knowledge Forum / Community of Practice to MAMPU Update Agency s stakeholder on Knowledge Practitioner s Programme Implementation ti progress Present and get feedback from agency s stakeholder & management on Knowledge Forum / Mentor mentee / Community of Practice s periodical performance Identify and establish group roles and responsibilities for knowledge / mentor-mentee / COP Instruct KM Implementer once activities are ready for an upgrade based on budget and means Member of KM Functional Area and KM Technical Committee Member of the Knowledge Forum / Mentor- Mentee / COP management team Provide seminar and workshop materials to Agency s Knowledge Leader / Champion Identify mentor and mentee matchups Propagate and enforce mentor-mentee sessions Attend related knowledge management community of practice seminars and workshops Provide feedback on Knowledge Forum / Mentor-Mentee /COP reviews to the Knowledge Leader MAMPU Identify & advise on similar Knowledge Forum / Mentor-Mentee / Community of Practice that agency can participate and be a member of or to use as reference Option to circulate / announce agency s knowledge forum / community of practice to other similar knowledge function agencies to get wider coverage and participation 26

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Roles Agency s management & stakeholder Responsibilities Member of KM initiative Steering Committee Provide administrative & budgetary support (If required) Approve seminar / workshop contents KM Implementers Elected KM Implementer leader will be member of Technical Committee Develop and or modify current existing website to allow upload of seminar materials and video / audio recordings Maintenance of Knowledge Forum Upgrade knowledge forum website to the next or latest t technology as per agency s knowledge leader s instruction Upgrade KM tool for community of practice to the next or latest technology as per agency s knowledge leader s instruction 27

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Implementation Check List Prerequisites Agency already has a knowledge champion (knowledge leader) established Agency has stakeholder / management s support to run the knowledge practitioner s programme Agency s knowledge champion has already been exposed to the KM concept Compulsory Optional Creation of a Knowledge Forum, Mentor- Mentee or COP in the agency based on agency s need Collaboration with other agencies to share best approach and issues faced during implementation of the programme. Approval from KM Advisory Panel on the establishment of a Knowledge Forum / Mentor-Mentee or COP to ensure less occurrence of re-inventing the knowledge wheel Agency to establish a proper KM Governance Structure which at least include a knowledge champion (Knowledge Leader) Knowledge Forum, Mentor-Mentee Mentee or COP upgrade 28

Beginner Intermediate Advance Strategies, Implementation Approach & Guideline S1, P2: Knowledge Practitioner s Development Programme (2 of 5) Plan Implement Improve Conduct feasibility study. Assess and plan for establishing few categories of community of practice / mentor-mentee / knowledge forum based on public sector business core functions. Assign roles &responsibilities for each community (experts, facilitators). Workshop / Training / Seminar. Forum. Published journals. Face-to-face guidance (lessons learned captured by mentee through a knowledge template. Capturing of tacit to explicit via video recording, audio recording and / or electronic forum. (Continuous improvement based on communities budget and means) Implementation of knowledge bank through shared server. Implementation of knowledge bank through intranet website. Implementation of knowledge bank through knowledge management portal with additional features as per feasibility study. 29

Intermediate Advance Strategies, Implementation Approach & Guideline S1, P3 : Knowledge Management Rewards & Recognition Programme (3 of 5) Key approaches in building KM reward and recognition program Performance Appraisal Program Profile Key approaches in building reward and recognition program to create a positive work environment and drive performance of Knowledge Management initiative Author Tagging Sense of Mission Objectives To encourage the usage and participation of users in knowledge management initiative Key Benefits Creating a positive work environment, improve employee morale, and motivate user high performance in KM initiative Implementation Approach Link Communicate Award Recognition Evaluation 30

Intermediate Advance Strategies, Implementation Approach & Guideline S1, P3 : Knowledge Management Rewards & Recognition Programme (3 of 5) Objective To encourage the usage and participation of agency s staff in knowledge management initiative. Scenarios Considered Performance Appraisal Agency already lay out most of the required groundwork to start with KM initiatives (components as described in KM Foundation Programme) such as (not limited to) KM Champion Selection, Management & Stakeholder Support and Skills Cultivation; Obtained initial resources; and Author Tagging AND/OR Sense of Mission Has a clear understanding of the agency culture and understood what can motivate the staffs most. Projected Outcome Enable a positive work environment, improved staff morale, and encourage staff s high performance to drive KM initiative in the agency and also to contribute their knowledge to the agency. Implementation Approach Link Communicate Award Recognition Evaluation 31

Intermediate Advance Strategies, Implementation Approach & Guideline S1, P3 : Knowledge Management Rewards & Recognition Programme (3 of 5) Step 1 Link Rewards to Organisation Strategies and Goals Step 2 Communicate and Promote the Program Step 3 Give Personalized Awards, Immediate and Innovative Awards Step 4 Enable Peer Recognition Step 5 Continually Re-evaluate the Program 32

Intermediate Advance Strategies, Implementation Approach & Guideline S1, P3 : Knowledge Management Rewards & Recognition Programme (3 of 5) 33

Strategies, Implementation Approach & Guideline Intermediate Advance S1, P3 : Knowledge Management Rewards & Recognition Programme (3 of 5) 34

Intermediate Advance Strategies, Implementation Approach & Guideline S1, P3 : Knowledge Management Rewards & Recognition Programme (3 of 5) Step 1 Step 2 Link Rewards to Agency s Strategies and Goals Reward and recognition programs must connect the needs and expectations of the workforce with the agency s overall goals and strategies such as by linking contribution to personal KPI Sasaran Kerja Tahunan. Communicate and Promote the Programme Throughout the Agency Communicate and promote the programme by training managers or middle management to deliver the programme to staff and through other delivery channels such as e-mails, circulars and et cetera. Step 3 Step 4 Give Personalised, Immediate and Innovative Awards Rewards should be innovative and fun to keep staffs engaged in the programme as well as personalised and meaningful rather than standard off-the-shelf gifts and should be given as soon as possible following the recognizable action; otherwise it loses its relevancy and risks offending staffs. This can be done by naming a specific day in their honor or a personally selected book as gifts. Enable Peer Recognition Peer recognition typically involves smaller and inexpensive rewards, they tend to effectively motivate and retain staffs as they feel a sense of importance to the agency. This can be done through inviting the said staff to speak in a conference or meeting; and/or staff s s name and contributions appear in the agency newsletter. Continually Re-evaluate the Programme Agencies should continually re-evaluate their reward and recognition programme to ensure that they remain relevant and aligned with the agency s goals and values. This can be done through staff surveys, holding focus groups, measure participation rates, and evaluating overall agency s successes in KM (how has the programme impacted the usage of KM). 35

Intermediate Advance Strategies, Implementation Approach & Guideline S1, P3 : Knowledge Management Rewards & Recognition Programme (3 of 5) Roles Responsibilities Agency s Management & Member of Steering Committee Stakeholder Provide administrative i ti & budgetary support. Make decision and endorse KM implementers change recommendation to signal top management buy-in to signal KM importance. Communicate the KM reward mechanism implementation and strategy with circulars, memos and other suitable channels of communication. Agency s Knowledge Leader Member of Steering Committee, KM Functional Area Provide guidelines regarding reward programme structure and processes. Approve defined Reward Programs. Oversee the use of reward programs. Serve as a clearinghouse for best practices. Agency s Knowledge Manager (Intelligence, Risk & Analytic) Agency s Knowledge Manager (Content Management) Member of KM Functional Area & Steering Committee Design reward programs that reflect agency guidelines and agency strategic plans. Get advice on the development of the Reward & Recognition Programme from MAMPU and top management. Provide written communication about the purpose, process, and expected outcomes of the reward programme to staff. Implement reward programs in a manner that is consistent with the agency s written guidelines. Member of KM Functional Area & Steering Committee Measure and analyse staff contribution to KM system through reward measurement scoreboard Act as moderator to ensure the quality and integrity of the content submitted by staffs. 36

Intermediate Advance Strategies, Implementation Approach & Guideline S1, P3 : Knowledge Management Rewards & Recognition Programme (3 of 5) Implementation Check List Prerequisites Prerequisites Agency has KM initiatives iti or KM system Agency s Stakeholder supports the Agency s in place. reward system. Agency s Knowledge Leader (Champion) and KM Functional Area has been established. Compulsory Compulsory Link reward system to Agency s goals & Communicate the programme agency-wide objectives. Continuous measurement and monitoring of rewards programme. 37

Intermediate Advance Strategies, Implementation Approach & Guideline S1, P3 : Knowledge Management Rewards & Recognition Programme (3 of 5) Rewards Criteria Reward Value Approval Needed Frequency Example No monetary value None As often as appropriate Letters of Commendation, Agency Newsletter Article Up to RM100 (non-cash) Head of Department One time per month Books, Plaques Up to RM100 (cash) Head of Department One time per month n/a RM101 to RM1000 (cash and non-cash) Head of Agency One time per fiscal year Hampers, Plaques 38

Strategies, Implementation Approach & Guideline S2, P4: Development of High Impact Knowledge Management Projects (4 of 5) Economy Public Transport Management National Trade Management KM Projects Social Welfare Aid Management Central Education Resources Infrastructure Management KM Projects Security Justice Management KM Projects General Administration Statistic Centre KM Projects Program Profile Identify potential high impact knowledge management projects that will be beneficial for the public sector as a whole. Legend NKRA : Eradicating poverty NKRA : Reducing Crime NKRA : Improving Rural Infrastructure NKRA : Improving Urban Public Transport NKRA : Improving the Quality of Education NKRA : Fighting Corruption RMK10: Creating Environment for Economic Growth Objectives To increase usage and appreciation of KM within the public sector To maximize potential KM usage Implementation Approach Assess Current Environment Key Benefits All crucial areas of knowledge management needed within the public sector are covered Optimised public sector knowledge management initiative Design To-Be Stage Implementation & Improvement 39

Strategies, Implementation Approach & Guideline S2, P4: Development of High Impact Knowledge Management Projects (4 of 5) Potential High Impact KM Projects Economy Social Security General Administration i ti Economy Public Transport Management One stop centre to streamline capacity limits, traffic management, attract people e to use public transport. Public Transport Management National Trade Management KM Projects Welfare Aid Management Central Education Resources Infrastructure Management Justice Management KM Projects Statistic Centre KM Projects National Trade Management one source centre for management of national trade that includes import, export and domestic trade as well as managing business entity information. Social Welfare Aid Management one source centre for national poverty eradication and aid distribution analysis. KM Projects Security Justice Management - to cover syariah, civil law & native law(sabah & Sarawak) as well as crime information sharing. General Administration Statistic Centre- one source centre for up-to-date statistical information for the public sector. Central Education Resources One source centre for teaching materials, lesson learned and teaching strategies. Infrastructure Management One source centre for best practice and repository for infrastructure conditions, maintenance guide, suppliers reliability/history (not limited to). 40

Strategies, Implementation Approach & Guideline S2, P4: Development of High Impact Knowledge Management Projects (4 of 5) Assess Current Environment Design To-Be Stage Implementation & Improvement Assess existing and other KM Conduct feasibility study. requests from government Selection of pilot projects. agencies. Identify key implementers. Assess public sector ss future Plan project implementation direction (e.g. RMK-10, GTP, and budget allocation for pilot NEM). projects. Develop criteria for Design KM project based on identification of potential high Public Sector KM impact KM projects. Implementation Methodology. KM project implementation. Project roll-off at Intelligence hub. Project management and monitoring. Performance measurement and impact assessment. Continuous improvement. 41

Strategies, Implementation Approach & Guideline S2, P5: Intelligence Hub Intermediate Intermediate Advance (5 of 5) Intelligence Hub Program Profile A project that links knowledge management systems into 1 interconnected knowledge network and also serves as a reference point for agencies who wish to implement KM. Phase I: linking all existing relevant KM systems. Phase II: enhancement of the Intelligence hub via the additional knowledge management systems. Objectives To create an integration point that combines all public sector knowledge management efforts into a single access point to maximise knowledge management system usage and value Key Benefits Knowledge sharing across government agencies Serves as an introductory platform for agencies who do not have KM initiative in place Availability of a KM template for agencies to start-off their own KM initiative Implementation Approach Selection of KM Systems Phase I Design Implement Expansion Improvement Phase II 42

Strategies, Implementation Approach & Guideline S2, P5: Intelligence Hub (Agency Perspective) Intermediate Intermediate Advance (5 of 5) Objective To allow the agency to participate in the integration of its knowledge management system with the intelligence hub to gain wider visibility and usage from other agencies. Scenarios Considered ed Agency that is in the process of developing its own KM system (intermediate) Agency that already has an existing KM system and wishes to integrate it with the Intelligence Hub (advance) Intelligence Hub has been established Projected Outcome Agency s own KM system is integrated with the Intelligence Hub and able to connect to other agencies (via the Intelligence Hub) provided the personnel has appropriate access rights to the other systems Implementation Approach Plan Execute Integrate 43

Intermediate Intermediate Advance Strategies, Implementation Approach & Guideline S2, P5: Intelligence Hub Phase I (5 of 5) Selection of KM Systems Design Implementation Select systems that contain Design the Intelligent hub Gather users input on usability, knowledge that other agencies may need. with a focus on user interface design. design and features. Identify and solve possible OR Select systems that are easy to expand in terms of Core functionality of knowledge search and access right authentication integration issues. Design the specification for search engine. knowledge content. is still maintained by Design the specification and individual knowledge security matrix for username and management systems. password for login access to all knowledge management system. 44

Intermediate Intermediate Advance Strategies, Implementation Approach & Guideline S2, P5: Intelligence Hub Phase II (5 of 5) Intelligent Hub Expansion Implementation & Improvement Continue to enhance the user interface. Development of an independent, advance search engine that can search through the entire network. Deployment of integrated login system (single sign-on). Development based on other user request features. Migrate Intelligent Hub and create new Knowledge Management system into Knowledge Cloud. Continuous expansion and enhancement of current knowledge management system. Promotion of knowledge sharing and creation of a perpetual learning environment. Continuous research and development of the idea of having knowledge management as an integral part of working process for the public sector. 45

Strategies, Implementation Approach & Guideline S2, P5: Intelligence Hub Intermediate Intermediate Advance (5 of 5) Step 2 46

Strategies, Implementation Approach & Guideline S2, P5: Intelligence Hub Intermediate Intermediate Advance (5 of 5) Step 1 Planning for Intelligence Hub Integration Submit Intelligence Hub Integration Request Form to MAMPU New System Development Include the specification to agency KM system design. Existing System Modification / Add-on Assess compatibility and complexity. Step 2 Pre-Integration Execution New System Development Create access right for Intelligence Hub to access the agency s KM system. Create search function that is compatible with the Intelligence Hub. Existing System Modification / Add-on Modify existing system or create a new interface specific to Intelligence Hub. Create access right for Intelligence Hub to access the agency s KM system. Create search function that is compatible with the Intelligence Hub. Step 3 Intelligence Hub Integration Execution Specify following standard d information (but not limited it to) for integration ti purposes. Agency name. KM system name. KM system description & usage. URL to access the system. Username & password to access the system. Sector, sub-sector category information that the KM system belongs to. 47

Strategies, Implementation Approach & Guideline S2, P5: Intelligence Hub Intermediate Intermediate Advance (5 of 5) Roles Responsibilities Agency s Knowledge Leader Member of KM Steering Committee and KM Technical Committee. Liaise with MAMPU Intelligence Hub Implementers to submit Intelligence Hub Integration Request Form. Agency s KM Implementer Member of KM Technical Committee. Design agency s KM system that meets Intelligence Hub specification (new system). OR Assess compatibility and complexity to integrate exiting KM system into Intelligence Hub (existing system). Build KM system based on design (new system). OR Step 2 Modify or create new interface for KM system (existing system). Create user access account for Intelligence Hub. Create compatible search function for intelligence Hub. Perform testing with MAMPU Intelligence Hub Implementer on the integrated KM system. Modify & enhance agency s KM system. Agency s Management & Stakeholder MAMPU Intelligence Hub Implementer Member of KM Steering Committee. Provide administrative & budgetary support (if required). Make decision and endorse KM implementer s change recommendation (for existing KM system). Process integration form and ensure particular agency s KM system is categorised correctly under respective identified Sector, Sub-Sector & optionally Community Of Practice Work with agency s KM Implementers to perform integration exercise. Perform integration tests. 48

Strategies, Implementation Approach & Guideline S2, P5: Intelligence Hub Intermediate Intermediate Advance (5 of 5) Implementation Check List Prerequisites Prerequisites MAMPU has already developed d the Agency s Stakeholder supports the Agency s KM Intelligence Hub. Agency s Knowledge Leader (Champion) and KM functional Area has been established. Agency has or in the middle of developing its own KM system system linkage to Intelligence Hub. Agency s KM Implementers has been established (Consist of ICT and non-ict staffs). Compulsory Compulsory 1. Submit Intelligence Hub Integration Request Form to MAMPU. 3. Build / Modify KM System. 4. Test Integration. 2. Include Intelligence Hub specification into new KM System Design. OR Access Compatibility & Complexity of current system to integrate with Intelligence Hub. 49

Strategies, Implementation Approach & Guideline S2, P5: Intelligence Hub Intermediate Intermediate Advance (5 of 5) Intelligence Hub Overall Process 50

Strategies, Implementation Approach & Guideline S2, P5: Intelligence Hub Intermediate Intermediate Advance (5 of 5) Sample Intelligence Hub Sectoral Node Malaysia Public Sector Sectoral Framework 51

KM Implementation Methodology

Strategies, Implementation Approach & Guideline Implementation Methodology Intermediate Objective To enable agency to be able to initiate its own KM initiatives, assess current environment and create / obtain a suitable KM system for the agency based on a standard guideline / template Scenarios Considered Agency that is already aware of the KM concept and is ready / wants to develop its own knowledge management initiative (Intermediate) Projected Outcome A KM system for the agency that is able to cater for users requirement and serves agency s knowledge retention and exploitation purposes. Implementation Approach Educate Plan Implement 53

Strategies, Implementation Approach & Guideline Implementation Methodology Intermediate Educate Shared KM Understanding, Problems KMAdd Addresses & Relate KM to Organisation Awareness Methods Training Knowledge Technology, Framework & Implementation Plan KW? (1H+5Ws) Tacit Explicit Current Environment Assessment KNOWLEDGE PROCESSES Future State Formulation Portfolio/Plan Prioritisation Implement Cultural & Process Tools Selection/Creation Change SUPPORTING INFRASTRUCTURE & TECHNOLOGY Effectiveness Measurement, KM Expansion & Evolution LEARNING ORGANISATION BUSINESS PERFORMANCE & VALUE MANAGEMENT 54

Strategies, Implementation Approach & Guideline Implementation Methodology Knowledge Creation and Conversion Process Tacit to Tacit (Socialisation) Tacit to Explicit (Externalisation) Explicit to Explicit (Combination) Explicit to Tacit (Internalisation) Sample Activities Apprenticeships, p staff rotation across departments, conferences, brainstorming, cooperative projects across departments, video-conferencing, electronic discussion groups, e-mail Use expert systems, chat groups, best practices, and lessons learned databases to capture and store knowledge Sorting, adding, combining, and categorising of explicit knowledge in databases, Webbased access, data mining, Web portals Computer-based communication, AI-based knowledge acquisition, computer-based simulations. Learning by doing, on-the-job training, learning by observation, and faceto-face meetings 55

Strategies, Implementation Approach & Guideline Implementation Methodology Intermediate 56

Strategies, Implementation Approach & Guideline Implementation Methodology Intermediate 57

Strategies, Implementation Approach & Guideline Implementation Methodology Intermediate Step 1 Educate Awareness Seminar on KM Implementation Methodology Methods Training for KM Implementers Step 2 Step 3 Plan Current Environment Assessment (As-Is) Identifying KM Vision - Design the KM vision that supports agency s vision and mission. Identify agency KRA List out business processes related to KRA as the potential KM focus. Knowledge Audit Identify & understand current knowledge assets. Technology Audit Identify & understand current technology environment. Understand People & Culture Identify and understand agency s organisation culture. Future State Formulation (To-Be) Identify Problems & Opportunities Identify agency s potential obstacles and solutions. Identify Business Case List out business cases that KM will affect as basis for measurements. Portfolio / Plan Prioritisation Knowledge strategy Create overall strategy for KM initiative based on activities above. Implement Tools selection / Creation Create or obtain KM system to implement in agency. Cultural & Process Change Execute change management activities to nurture knowledge sharing culture. Effectiveness Measurement Measure KM initiative impacts and business benefits. Expand & Evolve Expand & evolve the KM initiative to include more knowledge areas and provide more functionalities. 58

Strategies, Implementation Approach & Guideline Implementation Methodology Intermediate Roles Responsibilities Agency s Knowledge Leader Member of KM initiative Steering Committee and Technical Committee. Develop Awareness Seminar & Methods Training Material. Conduct / Organise Awareness Seminar & Methods Training. Drive, Oversee and participate in all implementation methodology activities. Initiate and drive cultural and process change. Lead KM initiative performance review. Agency s KM Implementers Member of KM Technical Committee. Attend Awareness Seminar. Attend Methods Training. Perform Environment Assessment. Formulate KM future plan. Create and recommend KM implementation focus. Perform selection of tools or creating of new system. Assist and support Knowledge Leader while driving for cultural and process change Assist and support Knowledge Leader while evaluating KM initiative performance. Modify / expand current KM initiative as per review result Agency s Head of Departments / Attend Awareness Seminar. & Unit Provide input to the KM implementers. Learn and understand the importance of KM initiative undertaken by the agency. Participate / use KM tools provided by KM implementers. Participate in the KM change activities. Provide feedback on KM tools Provide feedback on change activities. Provide feedback on effectiveness of KM initiative. To act as Knowledge Brokers once KM System is up and running 2 knowledge manager roles will be established once system is up and running 59

Strategies, Implementation Approach & Guideline Implementation Methodology Intermediate Roles Responsibilities Agency s Stakeholders & Member of KM Steering Committee. Management Team Provide administrative & budgetary support (If required). Members of KM initiative steering committee. Approve and endorse Portfolio / Plan Prioritisation recommended by KM Implementers. Approve and endorse process change recommended by Knowledge Leader. Review the performance of KM initiatives and decide on the next step. 60

Strategies, Implementation Approach & Guideline Implementation Methodology Intermediate Implementation Check List Prerequisites Agency s Management & Stakeholder support has been obtained Agency s KM Implementers has been established (Consist of ICT and non-ict staffs). Compulsory Prerequisites Agency s Knowledge Leader (Champion) and KM functional Area is/has been established Compulsory 1. Cultivate Agency s KM Implementers skills (Education Training) 2. Cultivate organisational KM Awareness & Participation (Awareness Seminar, Knowledge Practitioner Programme) 3. Create Knowledge Portfolio / Plan Prioritisation Document. 4. Cultivate Sharing Culture (Establish Reward Structure) 5. Appoint 2 Knowledge Managers and several Knowledge Brokers for selected KM focus area Optional 6. Periodical review and improvement of KM Initiative s performance. Optional Periodical Expansion of the KM system 61

Knowledge Management Roadmap

Knowledge Management Roadmap & Proposed Costing Public Sector ICT Knowledge Management Roadmap Current environment Establish the KM Governance & deploy the 5 programs: KM Foundation Program Knowledge Practitioner Development Program Identification of High Impact KM Projects Rewards & Recognition Program Intelligence Hub (phase I) Grouping of available public sector KM Systems and encouragement of knowledge sharing within the public sector 0-2 years Implementation of strategies to initiate and inculcate the knowledge management practice within the public sector Deploy the last program phase: Intelligence Hub (phase II) Existence of a Centralized Knowledge Management Hub for the public sector 2-5 years 63

Implementation Plan Knowledge Management Implementation Approach Project Phases Plateau 1 ( 12 Months ) Plateau 2 ( 18 Months) Plateau 3 ( 18 Months) Plateau 4 ( 12 Months ) KM Foundation Program KM Practitioner Development Program Knowledge Management Strategic Roadmap Rewards & Recognitions Program Identification of High Impact KM Projects Program Intelligence Hub Phase 1 Intelligence Hub Phase 2 Knowledge Management Change Management Year 2011 2012 2013 2014 2015 au 1 Building the and establishing the governance structures and Plateafoundation processes to support KM initiatives au 2 Grouping of available public sector KM Systems and sustaining Plateaavailable knowledge sharing within the public sector au 3 a centralised knowledge management hub PlateaDeveloping for the Public Sector au 4 Expanding the centralised Knowledge Management Hub PlateaExpanding for the Public Sector 64

Knowledge Management Governance Structure

Knowledge Management Governance Structure Reporting Flow Between Public Sector GCIO & Ministry / State KL JISA Public Sector Level Ministry Level KSU/SUK CIO Panel CIO Ministry/State KM Advisory Panel MAMPU (Secretariat) KM Functional Area IT Division Ministry Ministry Ministry Knowledge KL KL Leaders Knowledge Leader ICT Manager Legend: Reports to Collaborate with 66

Knowledge Management Governance Structure Internal KM Organisation Structure KM Functional Area Knowledge Leader Knowledge Manager (Intelligence, Risk & Analytics) Knowledge Manager (Content Management) Knowledge Brokers (Point-of-Contact) 67

Knowledge Management Governance Structure Internal KM Project Committee Steering Committee Agency Head/ Vice or CIO Technical Committee ICT Manager/ Business Manager/ Knowledge Leader Project Team Project Manager 68

Knowledge Management Governance Structure Roles & Responsibilities KM Advisory Panel A council of Knowledge Leaders from prominent ministries chosen to give advice, make a decision, and discuss on KM related matters. Knowledge Leader Responsible for enterprise-wide coordination of all knowledge leadership. tasked with the methods, practices and content comprising knowledge management solutions. KM Functional R ibl f d li i t t i f k l d Area and information management in the ministry/agency Responsible for delivering a strategic program for knowledge 69

Knowledge Management Governance Structure Roles & Responsibilities Knowledge Manager (Intelligence, Risk & Analytics) Responsible for development of a strategic, operational and tactical risk and intelligence capability Knowledge Manager Responsibility includes design, develop, implement and maintain the policy and procedures to ensure delivery of (Content Management) reliable, consistent information disciplines in the agency. Knowledge Brokers (Point-of-Contact) of Act as a common focal point in each departments in the ministry and to link users and suppliers of knowledge throughout the organisation 70

Moving Forward

Knowledge Management Roadmap & Proposed Costing Knowledge Management Implementation Approach Project Phases Plateau 1 ( 12 Months ) Plateau 2 ( 18 Months) Plateau 3 ( 18 Months) Plateau 4 ( 12 Months ) KM Foundation Program KM Practitioner Development Program Knowledge Management Strategic Roadmap Rewards & Recognitions Program Identification of High Impact KM Projects Program Intelligence Hub Phase 1 Intelligence Hub Phase 2 Knowledge Management Change Management Year 2011 2012 2013 2014 2015 au 1 Building the and establishing the governance structures and Plateafoundation processes to support KM initiatives au 2 Grouping of available public sector KM Systems and sustaining Plateaavailable knowledge sharing within the public sector au 3 a centralised knowledge management hub PlateaDeveloping for the Public Sector au 4 Expanding the centralised Knowledge Management Hub PlateaExpanding for the Public Sector 72

Moving Forward 1. Establishment of KM Governance & / working committee 2. Requirement Studies 1. Project &/ or program requirement studies 2. Requirement gathering 3. Capacity planning 3. Program / project design & implementation 4. Review and upgrade Intelligence Hub Community Mentor Knowledge of Practice Mentee Forum KM Foundation Development of High Impact KM Projects KM Practitioner s Development Rewards & Recognition 73

Moving Forward Intelligence Hub Intelligence Hub Example Phase I : Linking all existing relevant KM systems. Intelligence Hub Phase I Activity Measurement Establish KM Governance & / working committee 1. Establishment of KM Governance & / working commitee Requirement study 1. 1 Site visit / study on intelligence hub 1. Review existing KM system related practices 2. Program / project requirement study 2. 1 Report 3. Requirement gathering 3. 2W Workshops 4. Capacity Planning Content Identification 1. Functional design 2. Architecture design 3. Data modeling 1. 1 system design report Technical design Project Implementation & Monitoring 1. System Selection & Vendor Evaluation 2. Project Management during Implementation 3. Monitoring of Intelligence Hub 1. 1 System Selection & Vendor Evaluation report 2. Project Management Office report 74

Moving Forward Intelligence Hub Intelligence Hub Example Phase II : Enhancement of the Intelligence hub via the additional knowledge management systems. Intelligence Hub Phase II Activity Requirement Studies 1. Review existing KM system & Intelligence Hub performance 2. Project requirement study based on 1. New features to be added (as per blueprint) as well as user requirement. 2. New Knowledge Source (new KM system, etc.) 3. Advance search function 4. Single sign-on 5. KM system template and hosting services 3. Capacity Planning Architecture & Database design 1. Design system architecture upgrade to support new feature and enhance performance (e.g. search,speed). Project Implementation & Improvement 1. Project Management during Implementation 2. Migrate Intelligence Hub to Cloud Computing environment 3. Monitoring and upgrade of Intelligence Hub Measurement 1. 1 requirement studies report 2. 1 Workshops 1. 1 system design workshop 1. Project Management Office report 75

Critical Success Factors Leadership Critical Knowledge Area Common Understanding Action & Measurement Critical Success Factors Culture IT Infrastructure Structure & Responsibilities 76

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