Managing Digital Governance: Issues, Challenges, and Solutions by Yu-Che Chen

Author:Yu-Che Chen [Chen, Yu-Che]
Language: eng
Format: epub
Tags: Political Science, General
ISBN: 9781351801348
Google: GMItDwAAQBAJ
Goodreads: 35795430
Publisher: Routledge
Published: 2017-07-20T00:00:00+00:00

Knowledge Management for Digital Governance

Knowledge Management Imperative

Knowledge is crucial for the production and delivery of public services, making knowledge management critical for government operation. In the United States, the situation is particularly relevant with a wave of baby boomers retiring into the public sector. These individuals’ knowledge about rules, procedures, and specifics of government assets, if not captured, will create a gap in public service and may cause major disruptions in public service. For instance, an engineer working for a small local government for over 30 years may have all the details on the age and condition of elements of the infrastructure such as water mains. If the specifics are not codified or transferred to the next employee, it is likely that some of the critical information about the infrastructure could be lost. Such loss could result in major service disruption. Since government is the most important organization in responding to major disasters, business continuity is an

For government agencies, knowledge should be elevated to the strategic level. For public service provision, governments need to know what services are needed. For instance, a citizen service information system (resembling a customer relationship management system in the private sector) can provide us with knowledge about the nature and frequency of service requests from citizens in the community. In addition, governments need to know about the resources and time that it would take to provide certain public services such as road construction, downtown redevelopment, etc. More importantly, knowledge is needed for assessing the quality of public service rendered. Knowledge about service needs, provision, and performance can assist with understanding government operations and assessing whether these activities help achieve the strategic priorities of the organization.

Knowledge can be put into strategic use in the competition for economic development opportunities. Local, state, and national governments are in competition with one another for attracting residents and businesses. Knowledge about government services can help make governments more efficient and competitive when offering desirable services to residents and businesses. Equipped with knowledge about its own operation as well as others in the marketplace, government can also decide what partnership opportunities are productive. One example in the telecommunication area is the local government partnership with Google to offer gigabyte internet connectivity via Google Fiber.

Knowledge management in government at the national level should be an integral part of supporting knowledge economy and innovation. National governments can serve as engines of innovation. According to the World Bank (The World Bank 2013), national governments can invest in information and communication infrastructure, create constructive regulations and institutions, provide education and training, and generate an innovation system to foster the knowledge economy. Uniquely positioned to be the largest repositories of information and human knowledge for their respective nations, national governments are in a position to design and implement relevant policies and to lead knowledge management. Supporting the development of the knowledge economy should be in the domain of governments.

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