KnowledgeWork: Enhancing Collaboration at GSA

1
Knowledge_at_Work Enhancing Collaboration at GSA

• Jon.Desenberg_at_gsa.gov
• December, 2001

2
Comptroller General on KM
3
Mark Forman-Associate Director for Information
Technology E-Government
Knowledge Management as key to Effectiveness The
Presidents E-Government plan includes best
practices in areas such as supply chain
management and financial management, and
knowledge management.
4
The Knowledge Life Cycle
Information
Knowledge
Data
Share across the Enterprise
Information
Knowledge
Information Decay
5
Emergent Versus Top-Down KM
Bottom-Up A Thousand Flowers Blooming
Top-Down One Size Fits All
Source Pricewaterhouse Coopers
6
(No Transcript)
7
Federal Leaders in KM
8
Blueprint for GSA Knowledge Management
earning learning
changemasters
communities of practice
5 minute seminars
PBS Good Practices KM Pilot
Knowledge
FTS
Management
Property Disposal
Customer Mgmt
Pilot
KM Pilots
GSA_at_Work Portal
CIC/FIC
Chicago
San Francisco
Integrated Solutions
Census Project
Info Center
9
OED Team Place Community
10
Federal Property Disposal Community
11
(No Transcript)
12
(No Transcript)
13
PBS Good Practices
14
(No Transcript)
15
Customer Satisfaction Scores By Region
National Goal - 85
Customers Satisfied
Linking Budget
Source of DataCustomer Satisfaction Survey
16
Customer Satisfaction Survey
Long term customer satisfaction goal is 85
Customers Satisfied
Source of Data Customer Satisfaction Survey
17
(No Transcript)
18
FirstGov - Knowledge to Citizens
19
KM Changes Traditional Boundries
20
An
intergovernmental community of
practice is a group of people who care about a
common set of issues, share and develop
knowledge in that domain, developing a
competence important to their own organization
and the whole government.
Intergovernmental Communities
21
Three Pilot Communities
Electronic Regulations - Moving Transactions
Online. Led by FERC, SEC FTC Innovative
Procurement- New Methods in Contracting. Led by
DoD GSA  Special Diabetes Program for
Indians- Led by Indian Health Service- Connects
Medical Staff around the country.
22
Challenges for Federal KM

• Bridging Organizational Stovepipes
• Linking and Leveraging all KM activities
• Embedding KM into performance
• Placing KM Activities
• Measuring Results

23
Qualitative Measures for KMGood, the more
communicated, more abundant grows.-John Milton

• Stories and lessons are memorable
• Numbers and data come to life
• Lessons Learned and Best Practices

24
Lessons Learned

• Business Reason KM projects fail is a
  Purpose lack of...
• Strategy Think globally, act locally
• Leadership Leaders champion and participate
• Culture Culture change and behavioral
  shift are hardest
• People Focus on people, not technology
• Technology Technology is necessary but not
  sufficient

25
Lessons Learned

• Enlist, encourage, empower (baptize the
  evangelists)
• Develop solutions, services, and rewards
• Deliver specific solutions to specific customers
• Build KM into the way people already do their
  jobs
• Make services operational (including funding and
  metrics)
• Reward knowledge sharers through promotions,
  recognition, and time to learn and share
• Dont try to solve the whole problemjust start
  somewhere and solve part of the problem

26
Its what we think we know alreadythat keeps us
from learning.
- Claude Bernard