IT Management DPA

IT Management

IT MANAGEMENT IN THE PUBLIC SECTOR Noribah Khalid

Program Latihan Pengurusan ICT, IMATEC, INTAN 13 Mei 2010

KURSUS DIPLOMA PENGURUSAN AWAM BIL. 1/2010

Objectives • To understand the ICT environment and its importance

→ Appreciate the functions and importance of ICT at your organization

→ Learn how ICT is applied • To understand how ICT as a strategic tool in the support the organization’s transformation and vision, mission & strategies innovation of service delivery

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

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

CONTENT

• • • •

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

PUBLIC SECTOR ICT IMPLEMENTATION 1960’s

2000

2010

Technology

Technology

• Mainframe, Mini computer

• PC, Client Server, Internet, multimedia, mobile

Applications

Applications

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

• Integrated IS, Web Applications • Single window -MyGov.Portal • SMS Portal

System Development

System Development

• In-house development

• In-house development Outsourcing, shared services Information Transformation

THE PUBLIC SECTOR ICT VISION (Malaysia) Vision

Objectives

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

 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

CONTENT

• • • •

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

Current Scenario •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.

Software “Chaos” The Standish Group examined 8,380 Software Projects (1994). 16% Successful

53% “Challenged” - Over budget by 189% - Late by 222% - Missing 39% of Capabilities

- In Budget - On Time - Meets Requirements - User involved

31% Cancelled - Development

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

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

Current Scenario • 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

Is this a People, Process, or Technology Problem?

So…Would a Stronger Lock Help? 11

Technology is not the whole answer Tools & Technologies

People and Process matter!

Trained People

Repeatable, Best Practice Processes

Managing ICT

• ICT Needs to be managed • A piecemeal approach will not work – requires a holistic approach • Managing ICT requires Strategic, Tactical and Operational Skills

MANAGING ICT – Holistic Approach STRUCTURE

TASK / PROCESS (Process redesign)

TECHNOLOGY

PEOPLE (Change Management)

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

Managing ICT • 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

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

• 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

* Source: www.construx.com

TASK 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 MANAGEMENT • MANAGING TECHNOLOGY – Hardware –state of the art technology

• Availability

– Software – Open Source or proprietary?

• Scalability

– Communication Infrastructure – – Broadband, wireless?

• Security

• portability • ROI

TASK OF ICT MANAGEMENT … • MANAGING ORGANISATIONAL CHANGE – Managing process reengineering

• Risk management

– Managing organizational change

• Technology Vs people

– Mind-set and culture change

• Carrot & stick

– Promoting knowledge sharing culture

TASK 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 … • 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

CONTENT

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

ISSUES AND CHALLENGES IN ICT MANAGEMENT

• Information Privacy & Security • Legal Framework • Reengineering and Streamlining of Current Processes • Aligning ICT with Business Strategy

ISSUES AND CHALLENGES IN 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 ICT MANAGEMENT

• Education, Training & Accessibility • Change Readiness

• Funding Availability • Human Resource Implications

CONTENT

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

CONCLUSION

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

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