Articles: Knowledge Management
government and knowledge management (page 3)
Providing E-Government with Knowledge Management is no more challenging than incorporating Knowledge Management in an E-Retail Store. Understanding the principles of the service offerings, managing the process and consistently adding value from the outset, will determine a balanced scorecard others can only imagine. Incorporating survey instruments involving all citizens initiates the mind-shift and breaks down the challenges. The Return on Investment is naturally a requirement of the organisation, while the Return on Effort provides substantial incentive to the workers, especially with effective Use and Reuse.
Collaboration of end to end solutions encompasses a total service for the production of tangible outputs to customers and returns for the organisation. For instance, a template driven by automated guidelines (voice or text) will provide a standard ordering or requisition process. Therefore, the ongoing process of creation and transfer would become a marketing pipeline established by the customer. Predetermined business rules dictated by values (time to market etc) sets the prioritisation and immediate response at the point of entry, therefore increasing customer satisfaction.
The Human and Customer Capital will determine what is required and the Organisational Capital will establish the processes, procedures and policies as a high-level supporting infrastructure. E-Government must establish Knowledge Management processes, but as important, it must also manage its Intellectual Capital. This is the value, and the metrics are guided by the relationship between the Tangible Assets and Intangible Assets, therefore identifying the measurement of effort to production.