ITManagement

IT MANAGEMENT IN THE PUBLIC SECTORIT MANAGEMENT IN THE PUBLIC SECTOR

Noribah KhalidProgram Latihan Pengurusan

ICT,IMATEC, INTAN

13 Mei 2010

KURSUS DIPLOMA PENGURUSAN AWAM BIL. KURSUS DIPLOMA PENGURUSAN AWAM BIL. 1/20101/2010

ObjectivesObjectives

• To understand the ICT environment and its importance

• To understand how ICT support the organization’s vision, mission & strategies

• To gain knowledge and understanding on the various aspects of ICT management

→ Appreciate the functions and importance of ICT at your organization

→ Learn how ICT is applied as a strategic tool in the transformation and innovation of service delivery

→ Understand the multiple role of user to ICT and its management in the organization

• Public Sector ICT Implementation• Roles/Tasks of ICT Management• Issues and Challenges• Conclusion

CONTENT CONTENT

PUBLIC SECTOR ICT IMPLEMENTATIONPUBLIC SECTOR ICT IMPLEMENTATION

Technology

• Mainframe, Mini computer

Applications

• Routine job – data processing, accounting, payroll and personnel

System Development

• In-house development

Technology

• PC, Client Server, Internet, multimedia, mobile

Applications

• Integrated IS, Web Applications

• Single window -MyGov.Portal• SMS Portal

System Development

• In-house development Outsourcing, shared services

2000 20101960’s

Information Transformation

THE PUBLIC SECTOR ICT VISION THE PUBLIC SECTOR ICT VISION (Malaysia) (Malaysia)

Towards efficient and quality public sector service delivery through deployment of ICT and Multimedia

VisionVision

To provide efficient and quality services electronically

To leverage on ICT and multimedia to achieve higher productivity in the public sector; and

To facilitate the sharing of knowledge and resources among government agencies through a secured telecommunications network and common standards

ObjectivesObjectives

• Public Sector ICT Implementation• Role/Task of ICT Management• Issues and Challenges• Conclusion

CONTENT CONTENT

•Governments’ success in promoting ICT

•Governments around the world are investing in ICT to improve its internal processes and delivery of services

•Large no. of government ICT projects still end in failure, fail to achieve their desired results, delay or even fail to take off

•Shortfalls were mainly due to behavioral, political or organizational issues rather than to the technical characteristics.

Current ScenarioCurrent Scenario

Software “Chaos”Software “Chaos”

16% Successful- In Budget- On Time- Meets Requirements- User involved

31% Cancelled- Development

53% “Challenged”- Over budget by 189%- Late by 222%

- Missing 39% of Capabilities

The Standish Group examined 8,380 Software Projects (1994).

Standish Chaos Reports:  define success as projects on budget, of cost, and with expected functionality.  There are several updates to the Standish “Chaos” reports.

Software “Chaos”Software “Chaos”

Source: http://www.galorath.com/

STANDISH CHAOS REPORT

• ICT Projects were developed on a piecemeal approach and are agency centric

• Duplicate efforts across agencies

• Different standards being applied

• Effort are being made to integrate and develop cross agency system

Current ScenarioCurrent Scenario

Is this a People, Process, or Technology Problem?Is this a People, Process, or Technology Problem?

So…Would a Stronger Lock Help?So…Would a Stronger Lock Help?11

Technology is not the whole answerTechnology is not the whole answer

People and Process matter!

Repeatable, Best Practice Processes

Trained People

Tools &Technologies

• ICT Needs to be managed

• A piecemeal approach will not work – requires a holistic approach

• Managing ICT requires Strategic, Tactical and Operational Skills

Managing Managing ICTICT

MANAGING ICTMANAGING ICT– Holistic Approach– Holistic ApproachMANAGING ICTMANAGING ICT– Holistic Approach– Holistic Approach

The Model of Organisation (after Leavit et al.,1973)

STRUCTURE

TASK / PROCESS(Process redesign)

TECHNOLOGY

PEOPLE (Change Management)

• Strategic Management skills involve Leadership & Goal Setting

• Tactical Management skills involve Environment & Resources

• Operational Management skills involve Operational processes & monitoring

• Corporate Strategic Planning

• ICT Strategic Planning

Managing Managing ICTICT

TASK OF ICT MANAGEMENTTASK OF ICT MANAGEMENT

• MANAGING SYSTEM DEVELOPMENT PROCESS

−ICT Strategic Planning

−ICT Project Management

−Managing Application System Development

−Managing Outsourced Project

• Realistic and accurate user requirement

• Project sponsorship

• User involvement

• Change control

10 most damaging classic software development 10 most damaging classic software development mistakes mistakes

• Unrealistic expectations

• Wishful thinking

• Confusing estimates with targets

• Excessive multi-tasking

• Feature creep

• Lack of user involvement

• Lack of effective project sponsor

• Poor requirement definition

• Unclear project vision

• Insufficient risk management

* Construx Software Builders surveyed 500 software practitioners in 2008. These 10 mistakes are reported to be the most damaging:

* Source: www.construx.com

TASK OF ICT MANAGEMENTTASK OF ICT MANAGEMENTTASK OF ICT MANAGEMENTTASK OF ICT MANAGEMENT

• MANAGING INFORMATION & KNOWLEDGE

– Manage the content development

– Manage application systems development

– Manage information use

– Development of knowledge bank / implement knowledge management practices

• Data and information requirement

• Management Vs operational requirement

• Historical and future need

TASK OF ICT MANAGEMENTTASK OF ICT MANAGEMENTTASK OF ICT MANAGEMENTTASK OF ICT MANAGEMENT

• MANAGING TECHNOLOGY

– Hardware –state of the art technology

– Software – Open Source or proprietary?

– Communication Infrastructure –

– Broadband, wireless?

• Availability

• Security

• Scalability

• portability

• ROI

TASK OF ICT MANAGEMENT …TASK OF ICT MANAGEMENT …TASK OF ICT MANAGEMENT …TASK OF ICT MANAGEMENT …

• MANAGING ORGANISATIONAL CHANGE

– Managing process reengineering

– Managing organizational change

– Mind-set and culture change

– Promoting knowledge sharing culture

• Risk management

• Technology Vs people

• Carrot & stick

TASK OF ICT MANAGEMENTTASK OF ICT MANAGEMENTTASK OF ICT MANAGEMENTTASK OF ICT MANAGEMENT

• MANAGING PEOPLE

– CLIENTS - end-users & IT skills

– OWNERS - stakeholders

– ACTORS - systems analysts/ programmers involved in developing, maintaining and improving systems

– KNOWLEDGE WORKER

– CONSULTANTS

• SME Knowledge & Skills

• Technical knowledge & skills

• Personnel mobility

TASK OF ICT MANAGEMENT …TASK OF ICT MANAGEMENT …

• MANAGING FUNDS

- Financial requirements

- Business models

• Build Own and Operate (BOO)

• Build Operate and Transfer (BOT)

• Outright purchase

• Private Finance Initiative (PFI)

• One time licensing

• Perpetual licensing

• Maintenance cost

• Rental Vs direct purchase

•Public Sector ICT Implementation

•Role/Task of ICT Management

•Issues and Challenges•Conclusion

CONTENT CONTENT

• Information Privacy & Security

• Legal Framework

• Reengineering and Streamlining of Current Processes

• Aligning ICT with Business Strategy

ISSUES AND CHALLENGES ISSUES AND CHALLENGES IN ICT MANAGEMENTIN ICT MANAGEMENT

• Telecommunication Infrastructure

• Managing Diverse Technologies & Obsolescence

• Integration & Interoperability of Applications – Internal and Cross Agencies Applications

• Integration with the Legacy systems

ISSUES AND CHALLENGES IN ISSUES AND CHALLENGES IN ICT MANAGEMENTICT MANAGEMENT

• Education, Training & Accessibility

• Change Readiness

• Funding Availability

• Human Resource Implications

ISSUES AND CHALLENGES IN ISSUES AND CHALLENGES IN ICT MANAGEMENTICT MANAGEMENT

•Public Sector ICT Implementation

•Role/Task of ICT Management

•Issues and Challenges•Conclusion

CONTENT CONTENT

CONCLUSIONCONCLUSION

Managing ICT covers beyond normal technical boundaries. It covers every components in organisation• People• Technology• Processes (Tasks)• Structure

31

http://networkedreadiness.com/gitr/main/analysis/showdatatable.cfm?vno=9.19