UN eUN e--Government Workshop:Government Workshop:Trends, Challenges, and KnowledgeTrends, Challenges, and Knowledge--SharingSharing
Jerry MechlingHarvard University
December 15, 2008
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Our Goal:Our Goal:
Harvarde-Gov Research
UNe-Gov Practice
1. Starting with research, how does it apply in practice?2. Starting with practice, how is it helped by research?
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Workshop Overview …Workshop Overview …
1. Harvard Research2. UN Practice3. Workshop Agenda
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Harvard Policy Group for NetworkHarvard Policy Group for Network--Enabled Enabled Services and GovernmentServices and Government
PK Agarwal, State of CaliforniaMichael Armstrong, San AntonioJ. Kenneth Blackwell, State of OhioPhil Bertolini, Oakland County, MichiganGeorge Burgess, Miami Dade CountyJanet Caldow, IBMAneesh Chopra, VirginiaSharon Dawes, SUNY AlbanyKaren Evans, U.S. OMBMaryantonett Flumian, Service CanadaJon Fullinwider, County of Los AngelesLouis Gutierrez, Massachusetts
Steven W. Jennings, Harris County, Texas Randy Johnson, Hennepin County, MNMr. Gopal Kapur, Center for Project MgtTimothy Loewenstein, Buffalo County, NEStuart McKee, Microsoft Jerry Mechling, Harvard UniversityJane Smith Patterson, e-NC Authority, State of North Carolina
Marlin Schneider, State of WisconsinMr. John Sindelar, U.S. GSATeri Takai, State of MichiganMarty Wagner, U.S. GSA
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“If you want to be an effective leader in our
networked world, you need to engage engage IT issues.”
e e -- SERVICESSERVICES1. Reshape work and strategies1. Reshape work and strategies2. Innovation, not automation2. Innovation, not automation3. Best practice implementations3. Best practice implementations4. Better budgeting/financing4. Better budgeting/financing
GOVERNANCEGOVERNANCE5. Protect privacy and security5. Protect privacy and security6. 6. EcEc development partnershipsdevelopment partnerships7. Equal opportunity/communities7. Equal opportunity/communities8. Digital democracy8. Digital democracy
Eight ImperativesEight Imperatives
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Thinking about the imperatives…Thinking about the imperatives…
8. Prepare for digital democracy
7. Support communities and equity
6. Partner for economic growth
5. Protect privacy and security
4. Overcome budget biases
3. Implement as organizational change
2. Invest in innovation
1. Reshape flow of work
XX??VIOptions
e-se
rvic
esgo
vern
ance
Where I=involvement; V=value; ??=confusion; and XX=conflict
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hierarchy of authority
1. Remote, asynchronous service – fewer interruptions/tripsrules rules rules rules rules rules
2. Self-service, redesigned service – fewer handoffs/delays
xxxx x
1. Reshape the flow of work…1. Reshape the flow of work…
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1. Remote, asynchronous service – fewer interruptions/trips
3. Transparent, outsourced service – better specialization2. Self-service, redesigned service – fewer handoffs/delays
Supplier/Partner NEW ORG (core functions only)
rules rules rules rules rules rules
hierarchy of authority
Boundaries: program, agency, enterprise, jurisdiction, industry, nation = areas of accepted authority
1. Reshape the flow of work…1. Reshape the flow of work…
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1. Remote, asynchronous service – fewer interruptions/trips
3. Transparent, outsourced service – better specialization2. Self-service, redesigned service – fewer handoffs/delays
rules rules rules rules rules rulesonline servicesenterprise integrationcommunity of practice
Supplier/Partner NEW ORG (core functions only)
Make three increasingly big and difficult movesMake three increasingly big and difficult moves
1. Reshape the flow of work…1. Reshape the flow of work…
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???TURBULENT
The Learning Organization(most investment)
STABLE
Specialized Planning Staff(least investment)
2 31
EVOLUTIONARY
Total Quality Management(significant investment)
REVOLUTIONARY
Reengineering(very significant investment)
size of steps taken
frequ
ency
of s
teps
take
n
2. Invest in innovation…2. Invest in innovation…
Add effort + authority as turbulence increasesAdd effort + authority as turbulence increases
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Plan:plans, pilots; stake-holder involvement and education
Do:Just do it; line leadership for projects
Negotiate:negotiation, control;
align incentives,maintain focus
Lead:care, commitment;
“slow trigger, fast bullet”
conflict
conf
usio
n
3. Implement as org change…3. Implement as org change…
Overcome barriers of confusion and conflictOvercome barriers of confusion and conflict
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4. Overcome budget biases…4. Overcome budget biases…
innovation
financial C/B++
cross-program
multi-year
+/- last year
financial C/B
single program
single year
HI-VALUE I-TBUDGETING
Budget for “crossBudget for “cross--boundary” innovations…boundary” innovations…
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5. Protect privacy and security…5. Protect privacy and security…
• interdependencies• uncontrolled access
• access tools• audit trails
Security
• record links• Big Brother
• granular access• anonymity
Privacy
consprosVALUE
Leaders must act, but there are few easy answersLeaders must act, but there are few easy answers
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6. 6. PartnerPartner for economic growth…for economic growth…
CommunicationsFinances
HumanResources Governance
• wired and wireless nets• broadband• etc.
• global standards• efficient services• legitimacy• etc.
• taxes• venture capital• etc.
• education• lifelong education• cultural activities• etc.
Avoid too much AND too little Avoid too much AND too little gov’tgov’t controlcontrol
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7. Support communities/equity…7. Support communities/equity…
area of best balancearea of best balanceso
cial
val
ue
community regulation, support
individual freedom, accountability
stifling regulation,lost innovation
no safety net,civil strife
In many settings, equity is a growing problem.In many settings, equity is a growing problem.
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8. Prepare for digital democracy…8. Prepare for digital democracy…
ThinDemocracy
DisengagedDemocracy
Balanced Balanced DemocracyDemocracy
ElitistDemocracy
broader engagement
deep
er e
ngag
emen
t
Engage people in “the conversation”Engage people in “the conversation”
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Avoid the major leadership mistakes…Avoid the major leadership mistakes…
• Head in the sand– IT “not strategic”– “Don’t bother me”
• Silver bullet– IT as “the solution”– “Don’t bother me”
• Boiled frog– Misses the real problem– Can’t respond in time
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1. Harvard Research2. UN Practice3. Workshop Agenda
Workshop Overview …Workshop Overview …
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Top research issues for discussion?Top research issues for discussion?
8. Prepare for digital democracy
7. Support communities and equity
6. Partner for economic growth
5. Protect privacy and security
4. Overcome budget biases
3. Implement as organizational change
2. Invest in innovation
1. Reshape flow of work
XX??VIOptions
e-se
rvic
esgo
vern
ance
Where I=involvement; V=value; ??=confusion; and XX=conflict
20
Top research issues for discussion?Top research issues for discussion?
8. Prepare for digital democracy
47. Support communities and equity
6. Partner for economic growth
5. Protect privacy and security
2
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4. Overcome budget biases
13. Implement as organizational change
2. Invest in innovation
1
8
2
4
3
8
3
4
2
1
31. Reshape flow of work
All321Options
e-se
rvic
esgo
vern
ance
Where I=involvement; V=value; ??=confusion; and XX=conflict
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UN issues for discussion…UN issues for discussion…
• Resistance to change – bureaucratic opposition; transparency and anti-corruption
• Culture - - differences, power, and key elements• Leadership – role• Governments acting in own behalf – can you improve internally, or must you go
outside• Poverty priorities: focus on equity and economic development • Capacity building for leaders in developing countries
• Security not addressed, so developing country web services in danger – needs international cooperation, legal framework
• Needing critical mass, but constrained on moving people to new jobs• Privates can focus on profits, but UN must spread focus across more
requirements• But what about settings where democracy is not available; can that in some
cases be better as a way forward?• For developing countries dependent on outside funding, what must change?• How balance internal and external forces for change?
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Workshop Overview …Workshop Overview …
1. Harvard Research2. UN Practice3. Workshop Agenda
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Workshop Agenda GoalsWorkshop Agenda Goals
1. Framework for decision-making
2. ITC eChoupal Initiative
3. Lunch
4. Small group/plenary knowledge sharing
5. Conclusions and the future
E-Gov Success
• Theory• Practice• Application
With a little help With a little help from our friends…from our friends…
Onward!!!Onward!!!