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--- ocs:private:01.wp:bb:1.2_topics:7.how_assess [2021/09/19 15:29]
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+++ ocs:private:01.wp:bb:1.2_topics:7.how_assess [2021/09/22 14:37] (current)
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 ====== Topic 7: How do I assess the effectiveness of my knowledge service development initiatives?  ======
-[[ocs:private:wp:1.2_topics:start | Return to Topics]]
+[[ocs:private:01.wp:bb:1.2_topics:start| Return to Topics]]
+Knowledge services are assessed as a result of following the [[oocs:private:99.append:02.glossary:k:knowledge_management]] maturity model (See Figure {{ref>maturity}}): initial, repeatable, defined,
+managed and optimized.
+<figure maturity>
+{{  :ocs:private:wp:1.2_topics:screen_shot_2021-09-19_at_2.26.07_pm.png?200  |}}
+<caption>[[oocs:private:99.append:02.glossary:k:knowledge_management]] Maturity Model</caption>
+</figure>
+===== Initial =====
+[[ocs:private:01.wp:bb:1.2_topics:7.how_assess| Return to Top]]
+In the initial phase, an organization has siloed operations and its
+enterprise architecture is not optimized to support unified planning and
+development. This is the phase where we feel the impact from lack of
+coordination, duplicated efforts, and lack of data, information, and
+knowledge to make informed decisions. Broadly speaking, state, local,
+tribal, and territorial governments are greatly in the initial phase.
+===== Repeatable =====
+[[ocs:private:01.wp:bb:1.2_topics:7.how_assess| Return to Top]]
+As we move to repeatable, government entities will have developed their
+civic business machines. They will have established enterprise architecture
+steering committees, and chartered knowledge-asset management
+programs that allow public asset managers and constituents to understand
+and co-manage government business processes and assets. It will also
+adopt a culture of continual process improvement backed by
+organizational learning and workforce development, and will be
+developing a framework of repeatable best management practices.
+===== Defined =====
+[[ocs:private:01.wp:bb:1.2_topics:7.how_assess| Return to Top]]
+In a defined state of operations, the business machine will be operational
+and we will be working within our new organizational governance
+structure to standardize processes and gain efficiencies. Shared services is
+often a result of this standardization. This is also the phase where we begin
+the knowledge service value chain to plan and develop technology that
+enables us to encode (into enabling information systems) our standardized
+business processes, data, and rules for oversight. In this phase, we will
+have defined practices that support business process mapping and
+analysis.
+===== Managed =====
+[[ocs:private:01.wp:bb:1.2_topics:7.how_assess| Return to Top]]
+The managed maturity level is also in alignment with the managed phase
+of knowledge services development. This is where our civic platform for
+service delivery is in operation, and knowledge services are being
+developed from the platform. At this point, dashboards allow us to monitor
+performance data, it is clear how the use of knowledge services (or digital
+services) are distributed across government entities for budgeting, cost
+benefit on our services is constantly monitored and reported on, and
+effective IT service management is in place to ensure services are managed
+according to customer or constituent needs.
+===== Optimized =====
+[[ocs:private:01.wp:bb:1.2_topics:7.how_assess| Return to Top]]
+Finally, the last six stages of the knowledge service value chain---use
+internally, transfer, enhance, use professionally, use personally, then
+evaluate---happen as we optimize our knowledge services and IT service
+management through participatory research and design, and continual
+process improvement.
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