IT
Management
IT MANAGEMENT IN
THE PUBLIC SECTOR
Noribah Khalid
Program Latihan Pengurusan ICT, IMATEC, INTAN 13 Mei 2010
Objectives
• 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
• Public Sector ICT Implementation
• Roles/Tasks of ICT Management • Issues and Challenges
• Conclusion
PUBLIC 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 2010
1960’s
THE PUBLIC SECTOR ICT VISION
(Malaysia)
Towards efficient and quality public sector service delivery through deployment of ICT and
Multimedia Vision
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 Objectives
• Public Sector ICT Implementation
• Role/Task of ICT Management
• Issues and Challenges • Conclusion
•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”
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 CapabilitiesStandish 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”
Source: http://www.galorath.com/
• 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?
Technology 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 ICT
– Holistic Approach
The Model of Organisation (after Leavit et al.,1973)
STRUCTURE
TASK / PROCESS
(Process redesign) TECHNOLOGY
PEOPLE
• 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 ICT
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
• 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:
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
– Software – Open Source or proprietary? – Communication Infrastructure – – Broadband, wireless? • Availability • Security • Scalability • portability • ROI
TASK OF ICT MANAGEMENT …
• MANAGING ORGANISATIONAL CHANGE – Managing process reengineering – Managing organizational change – Mind-set and culturechange – Promoting knowledge sharing culture • Risk management • Technology Vs people
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
