GPV is a QIC accredited organisation Information as an asset … does it belong in your head? (About the value of structured data and memory independence)

GPV is a QIC accredited organisation

Information as an asset …does it belong in your head? (About the value of structured data and

memory independence)

Paul Macdonald

General Practice VictoriaInstitute for Information Management

Victorian Branch Seminar

26/07/11

What’s the problem?

• GPV was asked to:– Administer a proposed solution to support reporting

against the National Quality & Performance System (NQPS) key performance indicators (KPIs)

• Instead, GPV chose to:– Identify the problem before providing an answer

• State wide consultation• Pages and pages of notes• Support for Customer Relationship Management System

(CRMS) and Crystal Reports adoption and training• An information management toolkit• Proposal for development of an IM Maturity Framework

Planning

• Consultation

• Analysis

• Inclusion

• Refinement

• Leadership

• Endorsement

• Ownership

The Information Management Maturity Framework for Divisions of

General Practice (IMMF)

• The backbone of the IMMF journey

• Psychology

• Motivation

• Change management

• Flexibility

Why the IMMF?• Contracts

• Financial management

• Human resource management

• Program and project management

• Stakeholder management

• KPIs

• Accreditation

• Strategic Plans

• Business development

• Security

• Efficiency, Evidence, Accountability, Opportunity, Reputation, Revenue, Morale

Position Description

Orientation

PDSA

CRMS

IM Policy

BusinessRules

Individual Work Plan

Shared Drive

Practice Data

CQI

IMMF

KnowledgeManagement

Strategic Plan

Business Plan

IM Plan

Paper Records

Measures

InformationLife Cycle

(ILC)

ProjectManagementFramework

IM Issues

Register

Internal Reports

Proposals

Evaluation Framework

Reporting Framework

Program Plan

External Reports

Training

Training

Performance Review

Training

Training

Naming Convention

Data Classification

Data Validation

Data Sentencing

Accreditation

Feedback

HR Finance

Evidence

Evidence

Evidence

Consultation

Culture

Contracts

Leadership

Governance

Procedures

EmailWebSite

Change ManagementFramework

Comm:NewsltrsPubs

Business Process Generated Content Increasing• Over 80% of enterprise information is

unstructured Source: Fulcrum Research

• Unstructured– Email & attachments, PDFs, paper documents, web

pages, audio & video, invoices, manuals, contacts & relationships, paper medical records and investigation results, social media, phone calls and meetings left in memory etc., etc., etc…

= inefficient, inaccessible, unreportable, risky, unreliable, expensive ($ & reputation)

= POTENTIAL

The wisdom of getting your house in order

Workers

Informed

Systems

Defined

Opportunities

Managed

Efficiency, Evidence, Accountability, Opportunity, Reputation, Revenue, Morale

In a Nutshell

The IMMF is:

• A questionnaire

• 2 meetings• Concepts are distilled, argued about, agreed upon

and formalised by consensus• “I do …this way and call it …”• “It’s now called …and we’ll all do it the same way”

• A plan

• A suite of “Toolkit Elements”

• A process of continuous improvement

Divisionservice delivery

programsand business

priorities

STEP 2Gap analysis of

current profile and IM maturity for

Divisional priorities

0

1

2

3

4

5

A B C D E F

STEP 1Self assessment

IM maturity checklistcurrent profile

0

1

2

3

4

5

A B C D E F

STEP 3Application of toolkit to identify action tasks

for IM maturityimprovement

Action Tasks

0

1

2

3

4

5

A B C D E F

STEP 4Benefits realisation in

IM maturity and business outcomes

0

1

2

3

4

5

A B C D E F


Orientation

PDSA

CRMS

IM Policy

BusinessRules


Shared Drive

Practice Data

CQI

IMMF

KnowledgeManagement

Strategic Plan

Business Plan

IM Plan

Paper Records

Measures


(ILC)


IM Issues

Register

Internal Reports

Proposals


Reporting Framework

Program Plan

External Reports

Training

Training

Performance Review

Training

Training

Naming Convention

Data Classification

Data Validation

Data Sentencing

Accreditation

Feedback

HR Finance

Evidence

Evidence

Evidence

Consultation

Culture

Contracts

Leadership

Governance

Procedures

EmailWebSite


Comm:NewsltrsPubs

Division Context

Division Capability

Management of IM Compliance and Quality

Information Lifecycle

User Perspectives

Culture Individual Competencies

Leadership Information Quality

Planning User Awareness and Satisfaction

Change Management

External Advice Strategic Planning

Security Collection and Capture

User Training and Support

External Awareness

IM Tools Policies and Standards

Privacy Organisation GP Awareness and Satisfaction

Technology Integration

Roles and Responsibilities

Business Continuity

Use and Dissemination

GP Training and Support

Project Management

Program Integration

Compliance Maintenance

Relationship Management

Risk Management Disposal

IMMF Element and Criteria Table

• The IMMF concept can be related to any context once the principles of information management are understood and applied, with emphasis on how little this has to do with IT

Information Management Principles

1. Accessibility

2. Usability

3. Accountability

4. Integrated approach

5. Coordination and planning

6. Optimise value

7. Continuous improvement

Maturity Levels

• Positive semantics• Looking for opportunities

– not gaps!

Target - Divisional Maturity Profile

Context Capability Management ComplianceQuality

Records ILC Users

Optimised

Managed

Defined

Reactive

Unaware

Maturity Levels

Administering the Framework

• Encouraging the CEO to participate in a voluntary process

– It’s only there to do what the organisation wants it do and to do what the organisation has the resources to achieve

• Ensuring the CEO articulates to his or her team endorsement and commitment to participate and commit to the process is essential

– Some decisions only a CEO can make ($ etc.)

• Informing the organisation that change is coming

• Choosing the right participant group• Training the participant group

CEO Leadership & Endorsement

• Consultation & Inclusion–Planning

–Implementation

–Sustainability

• People are more likely to accept change if it is their idea

Planning

• Consultation

• Analysis

• Inclusion

• Refinement

• Leadership

• Endorsement

• Ownership

5Maintain

4Disseminate

1Plan

2Collect

3Organise

6Dispose

The Information Life Cycle (ILC)

• You can plan for your staff to hit the ground running – their reports, their contribution to organisational knowledge management, their contribution to documentation required for accreditation - as a by-product of the structures put in place before they begin as both the contract and the organisation requires


Orientation

PDSA

CRMS

IM Policy

BusinessRules


Shared Drive

Practice Data

CQI

IMMF

KnowledgeManagement

Strategic Plan

Business Plan

IM Plan

Paper Records

Measures


(ILC)


IM Issues

Register

Internal Reports

Proposals


Reporting Framework

Program Plan

External Reports

Training

Training

Performance Review

Training

Training

Naming Convention

Data Classification

Data Validation

Data Sentencing

Accreditation

Feedback

HR Finance

Evidence

Evidence

Evidence

Consultation

Culture

Contracts

Leadership

Governance

Procedures

EmailWebSite


Comm:NewsltrsPubs

Foundations (ILC)• Organisation wide consultation on:

– file naming convention– data created, captured, sent, received, desired– reports to mock up and reverse engineer– Customer Relationship Management System (CRMS)

structure:• Types and categories

– Notes– Organisations– Contacts

– Shared drive structure– Data classification– Business rules

• Orientation & training

Implementation - building a foundation

• Formalising ad hoc processes– planning ≠ done, – doing ≠ formal process

• Defined and integrated systems

• Business rules

• Accountability

• Education and change management

• Cultural change

• Memory independence


Orientation

PDSA

CRMS

IM Policy

BusinessRules


Shared Drive

Practice Data

CQI

IMMF

KnowledgeManagement

Strategic Plan

Business Plan

IM Plan

Paper Records

Measures


(ILC)


IM Issues

Register

Internal Reports

Proposals


Reporting Framework

Program Plan

External Reports

Training

Training

Performance Review

Training

Training

Naming Convention

Data Classification

Data Validation

Data Sentencing

Accreditation

Feedback

HR Finance

Evidence

Evidence

Evidence

Consultation

Culture

Contracts

Leadership

Governance

Procedures

EmailWebSite


Comm:NewsltrsPubs

Information Management as a Project

• The framework is only there to do what the organisation wants it do and that the organisation has the resources to achieve

• IM issues register – standing staff meeting agenda item

• Responsibilities, timelines and progress review dates allocated

The Toolkit – Prioritising Tasks

Major Projects

Eff

ort

low medium high

low

me

diu

mh

igh

Simple delegation of tasks

Small Projects

Compliance related or directed activities

IMPACT

Action Task 1Action Task 1


Action Task 3Action Task 3Action Task 4Action Task 4


The Toolkit – Prioritising Tasks

Short Term Long TermMedium Term

3 - 6 months 6 - 12 months >12 months


Action Task 1 Action Task 1



Analyse the tasks for dependencies and availability of resources.

Sustaining• Commitment to IM self-assessment linked to annual planning

and reporting cycle

• Identifying new opportunities and revising IM Plan accordingly

• Linking IM Plan to Business Plan and Strategic Plan

• Formal processes for capturing and addressing issues

• Position description, training & orientation

• Knowledge management

• Evidence

• Proposals & funding

• Business development

• Business continuity

• Sustainability


Orientation

PDSA

CRMS

IM Policy

BusinessRules


Shared Drive

Practice Data

CQI

IMMF

KnowledgeManagement

Strategic Plan

Business Plan

IM Plan

Paper Records

Measures


(ILC)


IM Issues

Register

Internal Reports

Proposals


Reporting Framework

Program Plan

External Reports

Training

Training

Performance Review

Training

Training

Naming Convention

Data Classification

Data Validation

Data Sentencing

Accreditation

Feedback

HR Finance

Evidence

Evidence

Evidence

Consultation

Culture

Contracts

Leadership

Governance

Procedures

EmailWebSite


Comm:NewsltrsPubs

Benefits Realisation

• Meaningful measurements in relation to:

– Strategic plan

– Organisational efficiency

– Knowledge available to inform tenders, grants and funding proposals

– Increased revenue/reduced overheads

– Stakeholder satisfaction

– Staff morale

Finished!Thank you

Questions?

For more information or assistance please contact Paul [email protected] 9342 5234

Documents

GPV is a QIC accredited organisation Information as an asset … does it belong in your head? (About the value of structured data and memory independence)