change management in e-government

CHANGE MANAGEMENT IN E-GOVERNMENTDr Krishna Tanuku

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Outline Change Management in e-Government

The essence of e-Government Rationale for Change Management in e-Government Resistance to e-Government adoption Analyzing the forces Effective Change Management Developing support for e-Government Need for a new paradigm of Leadership

What’s in it for you? Career opportunity space Non-technical Competencies to be built

Scenario Discussion Agriculture sector Healthcare sector

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Change Management in e-Government

The essence of e-Government The challenges facing the governments

worldwide today that e-Government attempts to address To create a participatory government that

is responsive to the needs of the citizens and businesses

To promote active feedback from citizens and businesses on government policies and services

To build trust in the public sector and institutions

To develop effective and efficient processes and services that bridge the silo environment of government agencies

Area Budget (Cr)

NREGS Rs 40,100Education Rs 31,036Health Rs 22,300Rural Development

Rs 66,100

Targeted Credit support for Farmers

Rs 3,75,000

Union Budget 2010

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The essence of e-Government e-Government is an enabling tool that helps achieve

broader societal, economic and political benefits

Openness and Transparency

Increased Participation in Information Society

Increased Democratic Participation

Enhanced Political Effectiveness

Increased Economic Competitiveness eGov

Impa

ct

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The essence of e-Government e-Government is

Not about “E”, but about “Government” Not about “Technology”, but about “Citizens and Businesses” Not about “Translating processes”, but about “Transforming processes”

•Anytime and anywhere access to government information and services•Participation in local community developmentCitizen

•Reduced red tape•Simplified regulatory processesBusiness•Sharing of resources, skills and capabilities•Enhanced efficiency and effectiveness of processes, Minimizing leakages

GovernmenteG

ov B

enefi

ts

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The essence of e-Government Involves transformation of policies, procedures and

people with a desire to transform the way government functions related to its constituents

InternalEnhanced

Efficiency & Effectiveness

ExternalMore Transparency towards Citizens &

Businesses

Relational

Fundamental changes in

relationships between State &

Constituents

Transformational Dimensions

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The essence of e-Government It necessitates a shift in

mindset of the government to proactively involve citizens, businesses and other agencies in creating and enabling effective governance

It is a transformational change impacting all organizational elements (Structure, Systems, Style, Staff, Skills, Strategy and Shared Values)

e-Government A Transformational Change

e-Government adoption impacts all the 7* Elements of an organization

* McKinsey 7S Framework

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Department Centric

Approach

Process Orientation

Output based Assessment

Departmental View

Service Orientation

Outcome based

Assessment

Integrated View

Customer Centric

Approach

e-GovernmentIngredients of Transformation Change*

* J Satyanarayana

The essence of e-Government

Internal changes neededfor successful eGov adoption

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Knowledge Manageme

nt

e-Government requires a holistic approach*

* J Satyanarayana

The essence of e-Government

Change Managementis one of the crucialcomponents

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Rationale for Change Management in e-Government e-Government is much more than a mere technology

adoption It is the use of ICT in public administrations combined with

organizational change and new skills in order to improve public services, democratic processes and strengthen support to the public policies

In e-Government initiatives, the transformational efforts encompass all the major organizational dimensions (strategy, structure, people, technology and processes) as well as the principal external forces (such as citizens, suppliers, partners and regulators)

e-Government demands a fundamental change in the public sector organizations’ structure, values, culture and the way of conducting business

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Rationale for Change Management in e-Government e-Government is a business and process transformation

agent that Demands a radical change in the mindset of the entire

organization Introduces new technology and procedures Enables transparent performance monitoring Necessitates retraining Minimizes the role of intermediary Creates a fear of loss of jobs Changes the power structure

e-Government adoption requires a new vision, strategy and plan shared by all stakeholders

Most of all, a change in the mind set is required

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Fundamental changes introduced by e-Government*

* Ho, 2002

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Rationale for Change Management in e-Government Enablers of effective e-

Government implementation* Technology (20%) Business Process

Reengineering (35%) Change Management (40%) Luck (5%)

What else is missing

Technology

ProcessPeople

* Subhash Bhatnagar, World Bank

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Resistance to e-Government adoption e-Government represents a fundamental change and therefore,

resistance to change from some stakeholders is realistic Bureaucrats resist e-Government implementation due to

Lack of clear understanding of the change Perceived loss of value, authority and control Lack of trust in the initiators Personal feelings, biases and vested interests

Organization as a whole may also resist e-Government implementation owing to Organizational design Organizational culture Resource limitations Fixed investments Increased level of transparency

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Analyzing the driving/restraining forces that influence the adoption of e-Government Force field analysis* is a valuable

change management tool that could be used for this purpose to Investigate balance of power

involved in an issue Identify most important

stakeholders of the issue Identify opponents and allies Identify how to influence each

stakeholder

Driving Forces Restraining Forces

Weak

Weak

Strong

Moderate

Equi

libriu

m

N o Change Change

Force Field Analysise-Government

* Kurt Lewin

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Analyzing the driving/restraining forces that influence the adoption of e-Government Force Field Analysis Methodology

1. Describe the current situation & the desired situation 2. Identify where the current situation will go if no action is taken3. List all the forces driving change & all the forces resisting change toward

the desired situation 4. Discuss and interrogate all of the forces: Are they valid? Can they be

changed? Which are the critical ones? 5. Allocate scores to each of the forces (1=extremely weak &10 = extremely

strong) 6. Chart the forces. List driving forces on the left & list restraining forces on

the right7. Determine whether change is viable and progress can occur 8. Discuss how the change can be affected by decreasing the strength of the

restraining forces or by increasing the strength of driving forces 9. Remember that increasing the driving forces or decreasing the restraining

forces may increase or decrease other forces or even create new ones

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Prod

uctiv

ity o

f Gov

ernm

ent

Time

Productivity Dip

Current State Change Management

Desired State

Effective Change Management It is all about managing the “Journey through the hell”

– minimizing the size and duration of productivity dip

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A. Motivating Change

B. Creating a vision

C. Developing Political Support

D. Managing the

Transition

E. Sustaining the

momentum

* Cummunigs & Worley

Effective Change Management 5 sets of Activities for effective change management*

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Effective Change Management 8* steps to manage organizational change through e-

Government adoption 1. Establish a sense of urgency2. Create a team of leaders that are credible, have authority

and expertise in the area of focus3. Develop a vision and strategy4. Communicate the change vision5. Empower broad-based action by removing barriers to change6. Plan milestone achievements7. Build on past successes so that change becomes permeated

throughout the organization8. Anchor new approaches in the culture

* Leading Change, Kotter

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Developing support from the bureaucracy for e-Government change process Educate and communicate about what, when,

how and why of e-Government implementation Participate and involve bureaucracy to elicit

information for improving the effectiveness of change

Extend task support such as training to enhance self-efficacy, motivation and performance levels of bureaucracy

Provide support and incentives to bureaucracy

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e-Government calls for a new paradigm of leadership Need for transformational leadership with the ability to

mobilize community and commitment around common goals

Need for cross-boundary leadership that satisfies citizens, builds multi-organizational capabilities, and aligns skills and behaviors to vision and processes

Leaders must influence others without relying on authority, and share responsibility and accountability with other cross-boundary participants

Collaboration is a critical competency for an e-Government leader

Leaders must appreciate cultural and organizational differences

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What’s in it for you? Career Opportunity Space: Opportunities much beyond being part

of the technical team to Envision and operationalize systemic changes Simplify multitude of laws, rules, regulations, processes and

procedures of government Enable electoral reforms, decriminalization of politics, downsizing

and flattening of government departments Design, develop and implement systems to enhance accountability Improve responsiveness of government Build transparency into the system

Self governance at personal level How do you apply these principles to govern yourself and

your future?

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What’s in it for you? Non-technical competencies to be built to lead e-Government

projects Understanding of environment, principles, policies and foundations of

e-Government Systems thinking Strategic planning skills Change management skills Collaboration skills Enterprise integration skills Human resource management skills Financial management skills Performance management skills Execution capabilities Ability to use information strategically

Self Governance tools

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e-Governance: Agriculture Sector Scenario Discussion

Scenario Growth performance of agriculture has important implications for overall

growth of the Indian economy and alleviation of poverty among the rural poor

A number of major crops have been witnessing a decline in productivity growth

Indian agriculture faces unfair competition from cheap imports Lack of adequate knowledge amongst farmers about pre- and post-harvest

aspects of agriculture Centralized planning impeding the development process Need for a shift from informal agriculture economy to formal economy Increasing levels of aspirations, frustration and despair amongst the farmers

Questions How to address the governance of agriculture in India? What essential farmer centric services to be e-enabled?

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e-Governance: Agriculture Sector

Scenario Discussion•Finance•Seeds•Machinery•Advisory inputs

Pre-Harvestin

g•Fertilizers•Irrigation•Finance•Technology inputs

During Harvesting

•Access to market•Storage, distribution, transportation and logistics

Post Harvesting

Farm

ing

Need

s

How can eGovaddress theseneeds ?

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e-Governance: Agriculture Sector Scenario Discussion

Change Management


Centralized Planning Emphasis on Decentralized Planning

Globalization, Liberalization & Reforms

Large Pool of Illiterate & Resource Poor FarmersEq

uilib

rium

N o Change Change

Sample Force Field Analysis

Federal nature of constitution

Lack of synergy amongst institutions

Urgency to address Food crisis

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e-Governance: Healthcare Sector Scenario Discussion

Scenario Public health service run by Government is overburdened and

collapsing Large geographical size, population density, inaccessibility,

illiteracy, poverty, poor nutritional status, diversity in food habit and life style are various impediments

Low budget for health, lack of funds, coordination, issues of leakage and inefficient distribution have triggered down trend in health services

Questions How to address the governance of healthcare in India using ICT? What is the need and how to interlink primary, secondary and

tertiary level health centers?

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e-Governance: Healthcare Sector

Scenario Discussion

Central Government(Policy, Funding & Coordination)

Gove

rnm

ent

Hosp

itals

Priv

ate

Heal

thca

re

Clin

ics

Labs

NGOs

Socia

l Car

e

Patients Practitioners

How can eGovhelp?

Silo Structures (no integration)

Phar

mac

eut

icals

R&D

Inst

itutio

ns

Scientists

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e-Governance: Healthcare Sector Scenario Discussion

Change Management


Weak customer with low bargaining powerPopulation Growth

Serious Diseases

Absence of competitionEq

uilib

rium

N o Change Change

Sample Force Field Analysis

Silo Structure & Culture of Public Institutions

Non-existence of insurance/social-securityNeed for improved Disease Surveillance

Rising demand & costs of Healthcare

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Thank You

change management in e-government

Documents

egovernmentthe essence

egovernment adoptionanalyzing

egovernment attempts

egovernance change management

shared values egovernment

government rationale

government policies

participatory government