e-Forum Learning Journeys: KM in Action

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e-Forum Learning JourneysKM in Action

• www.eu-forum.org
• charles.lowe_at_btinternet.com
• 44 7860 619424

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Principle

• You know more than you can tell.
• You tell more than you can write
• David Snowden, IBM

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Concept

• Learning journeys aim to extract the maximum
  knowledge from a team and disseminate it to all
  e-Forum members by
• Visiting the team in their environment
• In-depth, one-day, sessions
• Presentation by all key team members
• Two-way (friendly) questioning
• Persistent pursuit of detail
• Encouraging narrative (vs. facts)
• Capturing related sensory info
• Detailed write-up reviewed with all attendees
• 15-20 participants
• Learning journeys benefit the hosts even more,
  with new thoughts ideas, helping them realise
  their tacit knowledge, converting to explicit

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The stories so far

• France, Caisse des Depots et Consignations
  (information franchising)
• Belgium, Crossroads Bank for Social Security
  FEDICT (social security)
• Denmark, Told Skat (customs and tax)
• UK, Liverpool City Council (local eGovernment)
• Germany, BundOnline (transforming government)
• Austria, Federal Chancellery (national portal)
• Spain, Catalunia CAT 365 (regional portal)
• Denmark/Sweden, Øresunddirekt (creating a new
  region)

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Caisse des Depots et Consignations

• The Quest How to deliver locally relevant,
  nationally consistent, information
• Aspects
• Interrogated presentations
• Demos
• Stories of experiments
• Sharing esp. from Reach Programme (Eire)
• Key lessons
• Good info as a confidence builder
• Central content has to be put in a local context
• Specific challenges of enabling data sharing
• People will pay lots for paper when free on the
  web
• French attitudes to personal privacy

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Crossroads Bank FEDICT

• The Quest How to use information securely for
  real benefit to citizens to transform
  administration without breaching privacy
• Aspects
• Key decision makers present
• Modelling
• Interrogated presentations
• Key lessons
• Benefit of a single identifier
• How to build trust in the public sector
• How only ask to for info once
• The financial benefit of integration

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Told Skat

• The Quest How to unify automate all of a
  countrys customs and tax payments
• Aspects
• Wide range of expert presenters
• Facilitated questioning
• Key lessons
• Importance of a single identifier, with legal
  protection
• Pyramidal compliance cost model
• Cultural issues eg re intermediaries
• Active transformative approach
• Speculation
• If everyone has their own online tax account, why
  collect tax annually?

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Liverpool City Council

• The Quest How to use ICT to tranform the
  governance of a major European city
• Aspects
• Chief executive deputy
• Facilitated questioning
• Site visits watching it happen
• Key lessons
• Aspects of successful partnering two drunken men
• How to run a council choose the right people
• Intelligence led government
• A manned call centre is good eGovernment
• Giving the same look and feel to each channel
• Bulky Bobs integrating old and new media

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Federal Chancellery

• The Quest How to establish a portal that
  supports both central local government
• Aspects
• Small group, good comparative regional knowledge
• Cross reference to previous LJs
• Key lessons
• How to encourage local/national cooperation
• Strong leadership good interoperability
  framework
• Avoiding over-legal language
• Trafiknet to close the Digital Divide
• How to keep data ownership where it belongs
  whilst centrally coordinating all government
  information
• How to keep in tune with citizens requirements
  (guest book)

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CAT-365

• The Quest How to integrate services across local
  and regional boundaries
• Aspects
• On site, with the portal
• Recent election, with many things still up in the
  air
• Key lessons
• 50 of requests paper for other tiers
• The importance of high level leadership
• The challenges of unique ID numbers
• The landgrab approach to standard setting
• The problems of mediated discussion groups
• Challenges with DC business models

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Øresunddirekt

• The Quest How to use the Internet to create a
  whole new region, without using any executive
  powers!
• Aspects
• Site visits in both Copenhagen Malmö
• All key players were there
• Key lessons
• Defining success
• The power of good information provision
• Creating allies and encouraging lobbying
• Knowing where to find it is what matters
• The challenge of reconciling different tax,
  social sec. laws
• How to impose discipline in a portal

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Upcoming Learning journeys

• France, Versailles, April
• Italy, Rome,

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Refining Technique

• Long notice
• How to reassure presenters of the benefits in
  advance?
• Friendly questioning does not happen
  spontaneously without facilitation
• Narrative vs fact
• Context (eg site visit) adds further
• Communal write-up is very important
• Developing a reputation

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Thank you

• www.eu-forum.org
• charles.lowe_at_btinternet.com
• 44 7860 619424