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Municipal Institute of Learning Knowledge Management Master Class Facilitated by Kubeshni Govender Jones Black Earth Consulting eThekwini Municipality 28, 29 and 30 May 2014
Overview of content
The Master Class: Is essentially an experiential action learning engagement
lead by an ‘expert’ drawn from either the eThekwini municipality or one of its learning partners across the continent.
The MILE Master Class is a unique learning intervention in that it requires the active participation of its audience in the learning engagement.
In this workshop there is an expectation that participants have done some preparatory readings, and that the sessions will involve critical reflection, participant inputs, group work and the sharing of experiences throughout the learning and sharing session.
Overview, History and Evolution of KM Frameworks and Models in South African Cities
The Business Case for KM: Why KM in Municipalities
Identifying the key elements and Enablers of KM: Needs and Drivers
Are these benefits applicable to your municipality?
Reduced costs Increased efficiencies Motivated staff Better responsiveness Enhanced decision making Greater accountability More democratic governance Improved service delivery
Overview, History and Evolution of KM Frameworks and Models in South African Cities Early Models and How they Developed
Critical success factors for knowledge management & innovation
Systematic and Creative Problem Solving
Experimentation with New Processes
Learning from Own and Past Experiences
Learning from Experiences and Best Practices of Others
Transferring Knowledge Quickly and Efficiently
Adaptation of David A. Garvin’s five activities for learning organizations
LOCAL GOVERNMENT KNOWELDGE SHARING FACILITY
Banking on Knowledge Towards a Local Government Knowledge Sharing Facility
African Cities in Change, Round Table Discussion
25July 2002 - Northern Cape
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Case study of the Joburg Innovation and Knowledge Exchange
• Established in 2002
• Originally located in the Office of the City Manager … currently in the Office of the CIO
• 12 members of staff
• Lateral structure … professionals and support persons
• Innovative space
• Political support, leverage and lots of goodwill.
• To establish and sustain Knowledge Intensive Services that support the City’s vision to be a learning, knowledge driven, innovative organisation.
• To promote the City locally, nationally and internationally with the knowledge and innovation products generated in and about the City.
JIKE as a vehicle for KM & I
Knowledge Mng & Innov.
Knowledge Products
Knowledge Services
Tech & Tools
People & Connectivity
Structure & Systems
The JIKE Model
Knowledge Gathering Knowledge Packaging
Knowledge Sharing
Individual / Institutional reflection and action
Establish new knowledge pools / gaps
Current JIKE Offering focusing on delivering a service to the COJ
Future JIKE role, to create institutional impact
Context
•“ … a World Class African City of the Future – a vibrant, equitable African city, strengthened through its diversity; a city that provides real quality of life; a city that provides sustainability for all its citizens; a resilient and adaptive society.”
•Financial Sustainability and Resilience;
• Agriculture and Food Security;
• Sustainable Human Settlements;
• SMME and Entrepreneurial Support;
• Engaged Active Citizenry;
• Resource Sustainability; • Smart City; • Investment Attraction, Retention and Expansion;
• Green Economy; and • Safer Cities.
•“ … enable the City of Johannesburg to become a world class African City through the effective harnessing and application of the intellectual capital and knowledge of its workforce and stakeholders”
IDP
•“ … a World Class African City of the Future – a vibrant, equitable African city, strengthened through its diversity; a city that provides real quality of life; a city that provides sustainability for all its citizens; a resilient and adaptive society.”
GDS
• Financial Sustainability and Resilience; • Agriculture and Food Security; • Sustainable Human Settlements; • SMME and Entrepreneurial Support; • Engaged Active Citizenry; • Resource Sustainability; • Smart City; • Investment Attraction, Retention and Expansion; • Green Economy; and • Safer Cities.
IKM
•“ … enable the City of Johannesburg to become a world class African City through the effective harnessing and application of the intellectual capital and knowledge of its workforce and stakeholders”
Impact, Output, Outcome Value Chain
•Community of Practice
•For example: COP to support strategic priorities
•Efficient communication across programmes and departments, better decision making
In cognizance of the broad objectives of the URP the URP Knowledge Enhancement Programme seeks to:
Identify, profile and share better practice in urban renewal in South Africa
Creating platforms for learning and sharing to increase capacity amongst urban practitioners
Document the impact of urban renewal interventions
Expand the lessons learnt that are being generated through the Urban Renewal Programme.
Support urban practitioners through targeted training, coaching and mentoring activities
Grow and organise a pool of knowledge on urban development
Build platforms where urban practitioners are able to learn from the lessons of past practice
Support the design of ‘best fit’ solutions for urban development.
Influence policy on poverty alleviation and urban development.
What the URP Considered
Do we produce knowledge material as a by product or as a direct outcome of our work?
How much time does KM occupy?
Do we evaluate who uses our products, how and to what effect?
Is there a difference between a project outcome / communications product and a KM product? (how do we differentiate and define a URP Knowledge Product)
Are knowledge products the only output we have to share? What about expertise?
Overview, History and Evolution of KM Frameworks and Models in South African Cities 2013 Review of SA Cities – Knowledge Management Units / Departments
SA Cities : Knowledge Management Overview Knowledge Management in South African Cities, 2013 (Produced by the South African Cities Network)
Making a case for institutional knowledge management: • Developing the KM Strategic Intent and Purpose • Looking at Barriers, Benefits and Metrics of KM • Aligning KM with the Municipality’s Strategy and Objectives
Buffalo City
Appointed political knowledge management champions
Conducted training for councilors, senior and middle management
Currently under Executive Support Services, will be moved to Research and Development
3 Staff members
Activities: 2 knowledge audits, KM projects in the IDP, KM strategy in 3rd year of implementation, has developed case studies, working on institutional memory, KM champions Forum in placed with departmental representation
City of Cape Town
Focus on information and knowledge management infrastructure
KM policy mandates custodianship of KM at a department level
KM Unit located in the Strategic Development Information and GIS Department.
Initial focus on data management and operational systems
Activities include: knowledge hub (Development Information Resource Centre), processes to guides KM Partnerships, Communities of Practice, Knowledge sharing and the use of common data platforms
City of Johannesburg
Located in the Group Strategy Policy Coordination and Relations Department
Looking to align with the GDS 2040 to this end the Group KM Strategy and roadmap looks to institutionalize KM across the City.
Function areas include: KM programmes, innovation programmes, knowledge exchange and learning programmes and the Smart City Programme.
Established KM Champions Forum, developed KM training manual, electronic knowledge repository.
City of Tshwane
In the process of developing a KM Framework to establish a knowledge value chain
KM falls under the Research and Innovation Department located within the Strategy Development and Implementation Cluster.
Plans to lever relationships with academic and research institutions in and around Tshwane.
Ekurhuleni Metropolitan Municipality
Has developed a concept and framework for Information and Knowledge Management.
KM Forums support I&KM processes.
I&KM is a shared responsibility across different departments, there are plans to appoint a Chief Knowledge Officer.
The plan is to establish an I&KM Office, approve an approach, standards, governance structures and policies to support KM.
eThekwini Metropolitan Municipality
eThekwini created MILE to position the City as a learning organisation. Current focus is on people, plan to target the development of KM processes and technological systems.
Have recently completed a KM audit and are in the process of developing a citywide Knowledge Management Strategy and implementation plan.
MILE has four pillars: collaborating with academia, supporting learning networks, capacity enhancement and municipal technical support. MILE programmes have been funded by the EU and other partners
Activities have included: KM working group and KM steering committee, Communities of Practice, Master Classes, seminars peer to peer exchanges. MILE has strong local and international partnership base.
Mangaung Metropolitan Municipality
KM Unit is located in the Office of the City Manager, under Organisation Monitoring and Evaluation.
Responsibilities to generate, store and disseminate knowledge both inside and outside the municipality.
A draft KM strategy was developed but is under review due to the change in status of the municipality.
Department KM Champions have been inducted by the KM Unit.
Plans for packaging knowledge, forging partnerships, updating information, researching best practices and facilitating knowledge exchange programmes.
Msunduzi Local Municipality
No dedicated KM department or personnel.
Msunduzi participates in peer exchange with eThekwini Municipality and is part of the SACN Knowledge Management Reference Group.
Knowledge sharing takes place through email, intranet and corporate communication.
Nelson Mandela Bay Metropolitan Municipality
Intention to mainstream knowledge management – supported by the Office of the City Manager.
KM function is located in Policy, Strategy and Research Sub Directorate. Assistant director of Policy and Research appointed as knowledge champion.
Functional areas include research, facilitating value networks, promoting change management, improved service delivery and service excellence.
Information sharing occurs through local and international partnerships with twinning cities. Municipality organizes inter-directorate and inter-municipal peer assists.
Group work
Participants share the motivating reasons (demand side) of why they embarked on a knowledge management programme / initiative / institution.
CONDUCTING A KM ASSESSMENT, SITUATIONAL ANALYSIS AND BENCHMARKING EXERCISE
Undertaking a Knowledge Scan and Conducting an Audit
Identifying People, Systems and processes to meet KM Needs.
Developing an Approach to Knowledge Capture and Storage
Assessing Tools and Enablers of Effective Knowledge Management.
Audit 101
What do you want to know? Institutional Perspective
Is the organisation ready for knowledge management If yes were do I go from here, If no what are the barriers to entry
Individual Perspective Who is my audience? What are their knowledge needs? What do they know? And what do they have to share?
Capacity Building Through Knowledge Management: A toolkit for South African Municipalities
Strategic decision making in a municipality need to informed by useful knowledge, which results from knowing what information is collected, how it is stored, who uses it and for what purposes, how it is transferred or disseminated, and how it is transformed into useful knowledge.
Knowledge Assessment maps out what knowledge and information exists, where gaps are, and where knowledge flows need to be improved.
Components of a knowledge assessment
1 Identify stakeholders
2 Build trust with stakeholders
3 Determine assessment outputs
4 Design data collection and collect data
eThekwini Case Study – Knowledge Assessment
What is the difference between an audit and a benchmarking exercise?
Resources for an audit? What do you actually need in the way of resources?
How do we make the most use of the experience of others ? … eThekwini reviewed the work done in Stellenbosch
Balance between the qualitative and quantitative inputs toward a strategy
Participant Input: eThekwini Municipality’s Basic KM Assessment and Benchmarking Exercise – Objectives, Methodology, and Outcomes. Presentation by MILE: Mr. Fezile Njokweni
Group work
The Black Earth Consulting Knowledge Management Assessment Tool was developed using the Australian Local Government Association Knowledge Management toolkit and drawing on the work of David A. Garvin’s and his five activities for learning organizations.
What is important about this framework is that it does not require that workers be experts in Knowledge Management for them and the organisation to gain the benefit from its tools and techniques.
Group work
The assessment tool meaures the status of knowledge management readiness and performance using the following key performance areas: Systematic and Creative Problem Solving Learning from Own and Past Experiences Learning from the Experience and Best Practice of others Experimentation with new processes Quick and Effective Knowledge Transfer Conducive Knowledge Environment
Our story so far …
Why Knowledge Management as an intervention? (Benefits)
Making the link between Organizational goals and KM inputs and outcomes
Benchmarking – learning from the experience of others
Assessment / Audit – understanding the knowledge needs of your organization
Determining a ‘toolkit mix’ that will meet your knowledge needs over time.
Developing an implementation plan
Measuring / evaluating impact
KNOWLEDGE MANAGEMENT TOOLS, PROCESSES AND SYSTEMS • How Knowledge Sharing Tools, Techniques and Processes can be Integrated
and Used in the Context of Municipalities • Establishing Communities of Practice (CoPs)
WBI focus on knowledge exchange
Effective knowledge exchange does three things: Connects and convenes practitioners and/or key
stakeholders around shared development challenges Facilitates timely and systematic sharing of knowledge in the
form of good practices, lessons learned, and insights Catalyzes results
KM Tools … deciding on your mix
After action reviews
Brainstorming
Briefings
Communities of Practice
Conferences and Seminars
Directory of experts
Exit interviews
Case studies – good practice, lessons learnt, innovation
IT Based Tools – Groupware systems Intranet and Extranet Content and Document Management Systems Data warehousing and Mining
Knowledge Fairs
Mentoring
Partnerships
Peer Assist
Peer Coaching
Story telling
Study tours / Knowledge Exchange Visits.
Participant Input: Presentation on the INK Area Based Programme Nuthan Maharaj, eThekwini Municipality
Focus on communities of practice as a knowledge sharing tool
“Communities of practice” provide government leaders with a new tool for
managing in a fast-paced, fluid environment where they need to reach
beyond traditional organizational boundaries to solve problems, share
ideas, and develop peer and stakeholder relationships.”
Snyder and Briggs, 2003
The Concept
Community of practice (CoP) refers a process of social learning that occurs when people who have a common interest in some subject or problem, come together to collaborate over an extended period of time to share ideas, find solutions, and build innovations.
Benefits
Providing a valuable vehicle for developing, sharing and managing specialist knowledge
Avoiding ‘reinventing the wheel’
Cutting across departmental boundaries and formal reporting lines
Being more flexible than traditional organisational units
Generating new knowledge in response to problems and opportunities
Providing early warning of potential opportunities and threats
Being a vehicle for cultural change (creating a knowledge sharing culture).
Stages of Development
1. Discovery: identifying strategic issues to address—those that align with both strategic objectives and members’ interests
2. Coalescing: convening members to develop an action-learning agenda and building their collective commitment to pursue it together
3. Maturing: building on knowledge-sharing, clinics, and co-consulting activities—toward collaborations on innovation and application projects; growing beyond the initial group
4. Stewarding: establishing a prominent role in the field and taking stewardship for addressing leading-edge issues at scale
5. Legacy: beyond success, what’s next—institutionalization as a formal organization; letting the community dissolve once the issues lose salience; segmenting the community into sub areas as issues become more differentiated
(Synder and Briggs, 2003)
Participant Input: Provincial Legislatures: Knowledge Management Forum Gauteng Provincial Legislature
What is Shadowing?
Shadowing refers to observing and recording the various aspects of an individual’s work tasks, activities, and functions by asking probing questions, capturing information, listening effectively, diagramming processes, and using analytical skills.
Why use shadowing?
How often are you asked “What do you do?”
How does one share the skill and knowledge that goes beyond the written job description, title, and mandated responsibilities?
What methods do you employ when simply providing written knowledge does not convey the actual picture of what’s involved in a job or task?
What use is a shadowing tool?
To identify implicit knowledge
To provide new opportunities
To integrate the newly obtained knowledge into the organizational fabric
What Does It Take to Implement a Shadowing Program?
Establish an organizational culture.
Use interns/ex-terns, peers, and teams.
Create mechanisms to analyze/evaluate outcomes and results.
Benefits of a Shadowing Programme
Sharing of knowledge and intelligence
Processes and procedures
Technology
Dispersed work
Recruiting next generations
Improving efficiencies
Providing processes to address workplace strategies
Role of a Shadow?
To observe identified work programs
To document critical business processes
To identify core competencies of key managers and staff
To contribute in the decision making
To produce identified outcomes
ACTION LEARNING
The method and the term of "action learning" was introduced by Professor Reg Revans in England in the 1940s, and it gradually became more mature and popular. From the early beginnings, action learning facilitated not only individual learning, but also team maturity and organizational change, and therefore it became an important part of organizational learning strategies in major corporations.
ACTION What significant things happened? Describe the events. Who was involved, what did they do? What picture emerges? How did I/we feel?
REFLECTION Why did it happen, what caused it? What helped, what hindered? What did we expect? What assumptions did we make? What really struck us? Do we know of any other experiences or thinking that might help us look at this experience differently?
LEARNING What would we have done differently? What did we learn, what new insights? What was confirmed? What new questions have emerged? What other theories help us to deepen these learnings?
PLANNING So what does this mean for practice? What do we want? What do we want to do, to happen? How? What are we going to do differently? What do we have to let go of or stop doing? How will we not repeat the same mistake? What steps will we use to build these new insights into our practice?
Project Khaedu
Service delivery remains one of the major challenges facing national, provincial and local governments. Following the introduction of the Whitepaper on Public Service Transformation, a study undertaken in 2003 found that the Batho Pele principles which are meant to put people first, are still viewed as something outside of a manager’s scope of responsibility. Cabinet therefore decided that all members of the Senior Management Service must, during every performance review cycle, visit the coalface of service delivery and participate in activities to find solutions to service delivery challenges at key government sites.
Project Khaedu has been designed to prepare managers for these visits to service delivery points. “Khaedu” means “challenge” in Tshi-Venda, and Project Khaedu has been designed as an action learning programme to empower managers, through various processes of learning reinforcement and practice, to bring about change within their own area of operational control.
Developing a KM Strategy Source: Capacity Building Through Knowledge Management: A toolkit for South African Municipalities
What is a KM Strategy?
A KM Strategy is simply a plan that describes how a municipality will manage its knowledge better.
It refers to the entire process of developing and evaluating a KM implementation plan, including continuous adapting and monitoring of the plan to improve municipal performance.
A KM plan should be closely aligned with a municipality’s broader strategy
Components of a KM Strategy
Establish principles
Identify the strategic objectives
Identify KM Activities
Do a gap analysis
Outline core KM aspects (culture, institutional structure and IT infrastructure)
Identify potential problems
Dra
ft KM Stra
tegy Outline –
eThekwini …
wha
t are w
e missing?
Setting the Scene Knowledge in the Public Sector Knowledge Management and Local Government eThekwini @ 20 years of democracy
Creating a learning City (Situational Analysis) Knowledge, Innovation and Learning – Pre 2009 Reflections on the work of the Municipal Institute of Learning
(MILE) – 2009 to date. 2013/14 Knowledge Management Benchmarking Survey
Contextual Analysis How South African Metro Cities create knowledge driven
local government.
A Knowledge Model for eThekwini Vision, Mission, Value Proposition, Scope Business Drivers, Critical knowledge Areas Change and stakeholder management
Implementing a knowledge strategy for eThekwini Pilot projects and programme overview Programme outline year 1-3 Programme summary years 4-6 and 7-9