IT

IT MANAGEMENT IN
Management 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 → Appreciate the functions

environment and its and importance of ICT at
your organization
importance

→ 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 → Understand the multiple

understanding on the role of user to ICT and its
management in the
various aspects of ICT organization
management
 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 • Integrated IS, Web
processing, accounting, Applications
payroll and personnel • 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)
Towards efficient and quality public sector service
Vision
delivery through deployment of ICT and
Multimedia

 To provide efficient and quality services

Objectives 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
- In Budget
- On Time
- Meets
53% “Challenged” Requirements
- User involved
- Over budget by 189%
- Late by 222%
- Missing 39% of
Capabilities
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!

Repeatable, Best
Trained People
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
TECHNOLOGY
(Process redesign)

PEOPLE
(Change Management)

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

 Managing ICT

• Strategic Management
skills involve Leadership
& Goal Setting • Corporate
Strategic
• Tactical Management Planning
skills involve
Environment & Resources • ICT Strategic
Planning
• Operational Management
skills involve Operational
processes & monitoring
 TASK OF ICT MANAGEMENT

• MANAGING SYSTEM
• Realistic and
DEVELOPMENT PROCESS accurate user
− ICT Strategic Planning requirement
− ICT Project Management • Project
sponsorship
− Managing Application
System Development • User
involvement
− Managing Outsourced
Project • Change control
 10 most damaging classic software
development mistakes

* Construx Software • Unrealistic expectations

Builders surveyed 500
software practitioners in • Wishful thinking
2008. These 10 mistakes
are reported to be the • Confusing estimates with targets
most damaging:
• 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 • Data and
development information
requirement
– Manage application
systems development • Management Vs
operational
– Manage information use requirement
– Development of • Historical and
knowledge bank / future need
implement knowledge
management practices
 TASK OF ICT MANAGEMENT

• MANAGING TECHNOLOGY
– Hardware –state of the • Availability
art technology
• Security
– Software – Open Source
or proprietary? • Scalability

– Communication • portability
Infrastructure – • ROI
– Broadband, wireless?
 TASK OF ICT MANAGEMENT …

• MANAGING
ORGANISATIONAL
CHANGE
– Managing process • Risk
reengineering management
– Managing • Technology Vs
organizational change people
– Mind-set and culture • Carrot & stick
change
– Promoting knowledge
sharing culture
 TASK OF ICT MANAGEMENT

• MANAGING PEOPLE
– CLIENTS - end-users & IT
• SME
skills
Knowledge &
– OWNERS - stakeholders Skills
– ACTORS - systems • Technical
analysts/ programmers knowledge &
involved in developing, skills
maintaining and
• Personnel
improving systems
mobility
– KNOWLEDGE WORKER
– CONSULTANTS
 TASK OF ICT MANAGEMENT …

• MANAGING FUNDS
- Financial requirements • One time
licensing
- Business models
• Perpetual
• Build Own and Operate
licensing
(BOO)
• Maintenance
• Build Operate and cost
Transfer (BOT)
• Rental Vs
• Outright purchase direct
• Private Finance purchase
Initiative (PFI)
 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
31
http://networkedreadiness.com/gitr/main/analysis/showdatatable.cfm?vno=9.19