E-Governance and Knowledge Management in the Philippines (PUAD 205) PDF

Republic of the Philippines POLYTECHNIC UNIVERSITY OF THE PHILIPPINES QUEZON CITY BRANCH E-GOVERNANCE AND KNOWLEDGE MANAGEMENT INTO PRACTICE Presented to: Philip SJ. Soberano Faculty by...

Republic of the Philippines POLYTECHNIC UNIVERSITY OF THE PHILIPPINES QUEZON CITY BRANCH E-GOVERNANCE AND KNOWLEDGE MANAGEMENT INTO PRACTICE Presented to: Philip SJ. Soberano Faculty by Group 2 BPAFA 2-1 Danguilan, Rash Fae Dela Cruz, Dianna Joy Deromo, Aila Mae E. Dollete, Alexandria A. Domingo, Jomer S. Dumas, Khayte E. Ferrer, John Larry September 2024  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION Contents INTRODUCTION....................................................................................................................... 2 Topic: E- Governance................................................................................................................ 4 1.1 E-Government and E-Governance.................................................................................5 1.2 Stages of E-Government Development.........................................................................6 1.3 Types of E-Governance................................................................................................. 7 1.4 Electronic Governance in the Philippines..................................................................... 9 1.5 EgovPH Application..................................................................................................... 12 1.6 Benefits of E-Governance Implementation.................................................................13 1.7 Challenges of E-Government Implementation............................................................14 Topic 2: Knowledge Management into Practice......................................................................22 2.1 The Role of ICT in Knowledge Management............................................................... 23 2.2 Pros and Cons of Knowledge Management Approaches............................................ 27 2.3.1 Knowledge Management Cycle................................................................................30 2.3.2 Assessing Knowledge Management Needs..............................................................32 2.3.3 Knowledge Management Tools and Techniques...................................................... 33 2.4 Barriers to Implementing Knowledge Management...................................................36 Conclusion:............................................................................................................................. 38 Ice Breaker: KALOKALIKE: BPA Edition!............................................................................. 39 Activity 1: Get to Know Egov PH....................................................................................... 39 Activity 2: The Barter Puzzle............................................................................................. 41 Glossary.................................................................................................................................. 43 References.............................................................................................................................. 46 Curriculum Vitae..................................................................................................................... 51 Group Evaluation...................................................................................................................... 5 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 1  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION INTRODUCTION In today’s rapidly changing world, traditional public administration often struggles to meet citizens' growing demands. Long wait times, complicated processes, and limited access to information can frustrate people and reduce trust in the government. E-governance offers a practical solution by using Information and Communication Technology (ICT) to improve how governments operate. By adopting digital tools, governments can enhance transparency, streamline operations, and make public services more efficient and accessible. This approach modernizes government processes, promotes better coordination among agencies, and encourages greater citizen participation. Further, E-governance is gaining momentum worldwide due to technological advancements and its potential to transform public services. The Philippines have adopted digital platforms to connect various government units, making processes smoother and more innovative. A well-designed and effectively implemented e-governance projects can have a significant impact on achieving several United Nations Sustainable Development Goals (SDGs), including promoting sustained, inclusive, and sustainable economic growth (SDG 8), building resilient infrastructure, fostering inclusive and sustainable industrialization, promoting innovation (SDG 9), and reducing inequalities within and among countries (SDG 10). In addition, this report discusses the Knowledge Management (KM) that plays a crucial role in modern governance, shaping how organizations manage, share, and utilize knowledge to improve efficiency and decision-making. In government agencies, implementing KM practices can significantly enhance service delivery, transparency, and collaboration across various government offices. The application of Information and Communication Technology (ICT) in KM has further transformed these processes, enabling real-time knowledge sharing, expedited workflows, and improved access to information. E-governance and Knowledge Management are two critical components of modern public sector management. E-governance, the use of information and communication technology to deliver government services, offers a powerful tool for re-engineering public sector operations. Knowledge Management, on the other hand, focuses on capturing, storing, and sharing valuable information within an organization. By combining these two approaches, governments can enhance efficiency, transparency, and accountability, ultimately improving the delivery of public services. This report will discuss how e-governance serves as a tool to re-engineer public sector management, alongside how KM practices are applied in government offices. The different approaches to KM will be analyzed, highlighting their advantages and disadvantages, as well as how these methods have been implemented in practice. The POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 2  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION KM cycle, which includes assessing the organization’s knowledge needs and applying the appropriate tools and techniques, will be discussed, offering a structured view of how KM is executed. Additionally, the barriers faced during the implementation of KM, such as cultural resistance and technological limitations, will be examined to provide a comprehensive understanding of the challenges in this domain. This report aims to deepen the understanding of e-governance and knowledge management by analyzing its benefits, challenges, and best practices for its effective implementation. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 3  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION Topic: E- Governance The widespread use of information and communication technologies in all parts of human existence is changing how people connect and how civilizations include people in evolution. Governments worldwide seek information and communication technology (ICT)-based ways to support good governance. The technology governance involves the use of political, economic, and administrative power to influence how technology is produced, adopted, and employed in society. It encompasses a wide variety of rules and processes that influence technology and its impact on society. In this lesson, We will study more about the key concepts, relationships, benefits, barriers, and phases of e-government development, along with how the Philippine government applies ICT. Learning Outcomes: By the end of this lesson the students must be able to: 1. Understand the concepts and core relationships in e-governance, stages of e-government development and be able to develop a positive attitude towards the use of technology for public service delivery. 2. Recognize the benefits and various challenges in the implementation of e-governance in the Philippines and be able to formulate ideas on how to address such issues. 3. To understand the history of e-governance in the Philippines and evaluate the current level of the development of the Philippines in terms of its technological enhancement. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 4  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION 1.1 E-Government and E-Governance We must realize our country, the Philippines,' dreams of flourishing in a digital progressive society. The importance of technology is visible in practically every part of our lives. In this fast-paced world, we must adapt and catch up to our government's digitalization to avoid being left behind. In today's digital age, the terms E-Government and E-Governance are sometimes used interchangeably; they both include the use of technology in the governance context, but they have different scopes and focuses. Both notions are critical to enhancing governance and promoting democratic behaviors in the digital age. The World Bank defines e-government as the use of information technologies by government agencies that can transform relations with citizens, businesses, and other government arms. These technologies can serve a variety of different ends: Better delivery of government services to citizens Improved interactions with business and industry Citizen empowerment through access to information More efficient government management The resulting benefits include less corruption, increased transparency, greater convenience, revenue growth, and cost reductions. On the other hand, e-governance, also known as 'electronic governance' as defined by UNESCO, is a process that values citizen participation. It refers to the public sector's use of information and communication technologies to improve information and service delivery. It encourages citizen participation in decision-making, making the government more accountable, transparent, and effective. E-governance is not just about technology; it's about people. It involves new leadership styles, ways of debating and deciding policy and investment, accessing education, listening to citizens, and organizing and delivering information and services. E-governance is a comprehensive concept that can change how citizens relate to governments and each other. It can bring forth new concepts of citizenship, both in terms of citizen needs and responsibilities. Its objective is to engage, enable, and empower the citizens, making them an integral part of the governance process. Key Differences between e-Government and e-Governance By e-government, we mean using ICT in government operations to increase government services' outreach. E-Governance, on the other hand, implies the use of ICT in transforming and supporting functions and structures of the system. E-Government uses ICT as a tool, while e-Governance transforms the entire system using ICT. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 5  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION E-Government focuses on the use of technology in government, while e-Governance focuses on the overall governance of processes. E-Government primarily deals with government-citizen interaction, while e-Governance deals with broader aspects of governance beyond citizen interaction. E-Government is a one-way communication protocol. On the contrary, e-Governance is a two-way communication protocol. 1.2 Stages of E-Government Development The implementation of E-government has several stages. To measure progress for government initiatives and establish a road map to achieve the desired levels of constituency service, a study titled "Gartner's Four Phases of eGovernment Model" classifies government into four distinct phases. This can serve as a reference to position where a project fits in the overall evolution of an E- government strategy". Stage 1: Information This is where government agencies provide essential information to citizens through their websites. The information provided, including details on government policies, regulations, and procedures, increases the transparency and accessibility of government information to citizens. This stage strives to give citizens simple access to the information they need to interact with the government, empowering them with knowledge and awareness. Stage 2: Interaction This is a more advanced version of the Information stage, where government agencies can interact with stakeholders such as citizens, business people, and interested groups. This stage involves two-way communication between the government and stakeholders through various means such as email, chat databases, customer care platforms, feedback forms, and online form submissions. It promotes transparency and accountability in government offices and reduces the need for physical interaction between stakeholders and governance, saving labor hours. Stage 3:Transaction This involves electronic transactions between stakeholders and the government, simplifying government processes and making citizens' lives easier. It enables government agencies, businesses, and departments to make online payments for POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 6  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION license renewals, online bidding, tax payments, and other government services. The level of interaction in this stage is higher than in the Interaction stage, with more one-way activities involving the flow of information from the government to clients or vice versa. This stage, which focuses on efficiency, consists of services such as bidding for contracts, paying license renewal costs, paying patent application fees, and submitting employment applications with fee payments. Stage 4:Transformation This is where the government uses technology to transform how it operates and fundamentally delivers services to citizens. This stage, which includes data analytics, artificial intelligence, and blockchain features, is about improving government operations' effectiveness and efficiency and enhancing citizen satisfaction and participation. The transformation stage involves a significant shift in how government agencies think about their operations and the use of technology, inspiring us with the potential of eGovernment strategies. It's about imagining a future where government services are more efficient, transparent, and accessible than ever before. 1.3 Types of E-Governance In examining e-Government, it will be helpful to distinguish between an Internal ICT application and a Front-line ICT application for e-Government. Thus, eGovernment may be classified according to where the ICT solution is applied. Concerning any government agency, there are internal and front-line ICT applications for e-government. Internal ICT applications for e-government are solutions for streamlining in-house processes. Data encoding, file retrieval, document processing, data transfer, and other administrative tasks exist in a government agency. These tasks may be accomplished more efficiently through the introduction of ICT solutions. Internal ICT applications may be categorized as Government-to-Employee (G2E) or Government-to-Government (G2G). G2E (Government to Employees) This focuses on relationships within government among employees to coordinate internal operations and improve the internal efficiency of business processes. G2E refers to strategic and tactical mechanisms for encouraging implementing government goals and programs and human resource management, budgeting, and accounting. Government Employee solutions are about empowering their employees to assist citizens in the fastest and most appropriate way, speed up administrative processes, and optimize governmental solutions. Some examples of G2E include online portals POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 7  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION where government employees can access their pay stubs, benefits information, and training materials. G2G (Government to Government) This refers to improving the quality of government processes by controlling performance and establishing strategic links inside the government. It enables government institutions to be more efficient and successful by utilizing live fingerprints, scanning, verification, and electronic reporting and documentation. The E-Secretariat is vital as it connects all the valuable information about the government's functions across ministries. Also, the E- Police, where police personnel and criminal records are recorded, and the E-court, where all past, current, and ongoing cases are stored in this database. Examples of G2G include online portals where government agencies can share information and collaborate on projects, inter-office teleconferencing, Wide Area Networks for geographically displaced offices, centralized clearance, licensing, or accreditation from various offices. On the other hand, the Front-line ICT applications for e-government interface between the Government and Citizens or Businesses. Front-line ICT applications interact or transact with the Citizen via electronic media. Front-line ICT applications may also be categorized as Government-to-Citizen (G2C) or Government-to-Business (G2B). G2C (Government to Citizen) People are the most vital concept in e-government and e-governance. The government is responsible for promoting social opportunities and public services in the field of transportation (registration of motor vehicles, issuance of driving licenses, tax, and fee collection through cash and bank, etc.), medical services (linking various hospitals in different parts of the country to ensure better medical services to citizens), education (providing e-learning modules to citizens, upholding their constitutional right to education), The primary aims of the G2C services are to provide an equitable distribution of information for all, accept citizen feedback, and improve welfare services. Examples of G2C include online portals where citizens can pay taxes, apply for permits, and access government services. G2B (Government to Business) It refers to ICT-enabled trade or services between government and business. An example is the Philippines' Electronic Procurement System (EPS), e-Procurement. EPS currently serves as the Philippine government's official system for public bidding opportunities. This mainly concerns getting a business license, paying taxes, and POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 8  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION securing other electronic instructions. Examples of G2B include online portals where businesses can apply for permits, file taxes, and access government procurement. The critical difference between Internal and Front-line ICT applications is whether the application is directly accessible to the public. Front-line ICT applications interface with the government, its citizens, and other relevant publics. These applications should be readily accessible and easy to use. Internal ICT applications are mechanisms within the agency that make their internal processes more efficient. An agency can have a state-of-the-art Internal ICT infrastructure but a poorly implemented Front-line ICT interface. On the other hand, an excellent front-line ICT interface indicates a reasonably sophisticated back-end infrastructure that can deliver good quality front-line services. 1.4 Electronic Governance in the Philippines Computerization in the Philippine Government started when the National Computer Center or the NCC was founded in the 1990s to expand information and communications technology under Executive Order No. 322. This was the beginning of the history of e-government in the Philippines. Additionally, in July 2000, Executive Order No. 264 established the Information Technology and Electronic Commerce or ITECC by combining the Electric Commerce Promotion Council (ECPC) and the National Information Technology Council of NITC in order to ensure that the country’s meeting the national goals and the growing development of ICT (EXECUTIVE ORDER NO. 264 - ESTABLISHING the INFORMATION TECHNOLOGY and ELECTRONIC COMMERCE COUNCIL (ITECC) from the MERGER of the ELECTRONIC COMMERCE PROMOTION COUNCIL (ECPC) - Supreme Court E-Library, 2019). Yet the laying groundwork for the E-Governance was the Republic Act No. 8792 often known as the E-Commerce Act. However, this was focused more on the regulation of business transactions. The implementation of this sought to manage domestic and international transactions, contracts, exchanges, and information storage by utilizing the use of electronic operations. Moreover, the Commission on Communications and Information Technology or the CICT However, the journey started in the 2000s when Republic Act No. 8792, often known as the E-Commerce Act, was established. The Electronic Commerce Act of 2000 (RA No. 8792) - ALBURO LAW, 2022) sought to regulate both domestic and international transactions, contracts, exchanges, and information storage by means of technology as a means of encouraging the general public's widespread adoption of POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 9  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION electronic transactions. Moreover, the Commission on Communications and Information Technology (CICT) was implemented in order to have strategic, universal, high-speed, reliable and equitable access to ICT infrastructure, systems, and most essentially the services as tools for nation-building and in global competitiveness (CICT - IMPLEMENTING RULES and REGULATIONS for EXECUTIVE ORDER NO. 269 CREATING the COMMISSION on INFORMATION and COMMUNICATIONS TECHNOLOGY - Supreme Court E-Library, 2019). Ultimately, the Government Information Systems Plan (GSIP) was introduced under the administration of former President Gloria Aquino. Its goal was to bring together different government information systems with the goal of enhancing government bureaucracy and public service. On the other hand, the administration of Former President Benigno Aquino III has focused more on the delivery of a transparent and open government with the intention of being open to the engagement of the citizens in the use of ICT to deliver services. In line with these goals, they have established the PDS or the Philippine Digital Strategy in which it recognized ICT’s increasing integration into every aspect of the world, may it be for the society of economics. The goal of this program was to improve the various aspects of the country including the governance and the government itself, education, employment, and the private sector; and how it might be applied to national development, citizen empowerment, especially the fight against poverty and corruption (The Philippine Digital Strategy 2011-2016, 2016). Remarkably, the iGovPhil Project was established to achieve transparency in the government by creating appropriate mechanisms to provide online services that are interactive and flexible. This was accomplished by developing new systems and optimizing those that already existed through the creation of shared infrastructure and services, like the National Government Portal (NGP) and the Government Cloud (GovCloud) (IGovPhil - Integrated Government Philippines Project Phase III | DOST-ASTI, 2018). Most importantly, RA No. 10844 or the Department of Information and Communications Technology Act of 2015 served as the beginning of a more coordinated ICT-lined operation in the Philippines. The DICT establishes guidelines and policies for the upkeep management of ICT in reserved and unreserved areas with the consideration of the local government units or agencies, civil society, the private sector, and the academe. It was only until the term of Former President Rodrigo Duterte that further enhanced the e-governance as also under this administration was the existence of the COVID-19 pandemic. The Republic Act No. 11032, also known as the Efficient Government Service Delivery Act 2018, was put into effect to reduce bureaucratic inefficiencies by streamlining the government processes. In accordance, the POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 10  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION administration also established Anti-Red Tape or the ARTA, which served as a foundation for achieving the goals of reducing bureaucratic inefficiencies. In the present administration of Marocs Jr., The E-Government Masterplan 2022 is being executed as its goal is to transform and create a “One Digitized Goverment”. This program seeks to deliver smooth and effective public services, strengthen cybersecurity and combine all e-government programs as well as update and upgrade the digital infrastructure. In conclusion, E-Governance is a strategic plan in the Philippines as a consequence of efforts to modernize the government procedure through the application of digital technology, Over the past few decades, the adoption of e-governance has been centred and circling around the single objective of operating expenses and time spent in public offices while maintaining the public offices' efficacy, accountability, efficiency, and openness. In line with this, the traditional bureaucratic system was widely perceived as ineffective and hindered the effective service of delivery (Mensah, 2019). Therefore, the Philippines and the execution of e-governance have been helping to address the issues and concerns associated with the country’s bureaucratic system. E- Readiness The Networked Readiness Index (NRI) measures the propensity for countries to exploit the opportunities offered by information and communications technology. It is published annually. The NRI seeks to better comprehend the impact of ICT on the competitiveness of nations. The Manila Bulletin published an article regarding the Digital Future of the Philippines. In a report made by the NRI, the Philippines in terms of its technological state and advancement. It showed that in 2023, the Philippines was ranked 84th out of 134 countries 2023 in the Pillar of Technology. With this, the Philippines improved the quality of the government’s use of ICT scoring 36.81 compared to its income group (lower-middle-income countries) with a score of 32.12. However, the Philippines scored much lower compared to the all of Asia and Pacific countries having a score of 47.34. The pillar of technology is divided into three (3) categories which these are also scored: 1st Sub Pillar: Access. This ranked 93rd while having a score of 54.17. 2nd Sub Pillar: Content: This ranked 72nd while having a score of 22.09. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 11  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION 3rd Sub Pillar: Future Technologies: This ranked 63rd while having a score of 34.17. Overall, the country ranked 69th in 2023 from being the 71st in 2022 out of all the 134 countries. In an article published by the Manila Bulletin Board. It stated that the ranking would be much higher if not for the low expenditure and its relativeness to the country’s GDP. The NRI highlighted the two areas where the Philippines did exceptionally well, raking first in e-commerce and high-tech exports. It was stated in the article that the Philippines will have to focus on expanding its power to improve the digital system of the country by implementing regulatory frameworks, having an accessible and more infrastructure, and additional initiatives such as researchers and raising public awareness. Digital Competitiveness of the Philippines According to the IMD World Digital Competitiveness Ranking, the Philippines dropped to 59th spot from 56th in 2022 out of 64 economies (International Institue for Management Development, 2023). This marked the country’s lowest ranking since 2017. In contrast, the Singapore is regarded as the most advanced techhnologically advanced nation in ASEAN according to IMD in 2023 as it have the access to which they can continuously improve their digital world. Singapore’s Digital Government Blueprint aims to establish a government tat is fundamentally digital and provides an accessible services (Smart Nation, 2024). While the Philippines faces difficulties in to having a developed and comprehensive digital access in spite of many initiatives like in the current administration or the E-Government Master Plan. 1.5 EgovPH Application It is a mobile application designed to simplify transactions between the government and citizens. It was meticulously developed by the Department of Information and Communications Technology in collaboration with various government agencies and citizen focus groups and was launched on June 02, 2023. Its primary goal is to improve national connectivity by integrating multiple government services into a single online platform. This solves economic struggles and addresses the everyday needs and desires of the citizens, POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 12  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION making government transactions more straightforward and accessible for everyone. Key Features: Citizen-Centric Platform This key feature underscores the government's unwavering commitment to serving the needs and interests of the citizens. It prioritizes transparency, integrity, and the enhancement of people's well-being. The government places the welfare of its citizens first by organizing services to meet their primary needs and ensuring their provision, providing channels for their voices to be heard. The e-gov ph app promotes inclusivity, ensuring that no one will be left behind; all individuals can register for their app; however, not everyone can use it due to the unavailability of the internet or smartphone. Integrated eGovernment Services This implies that accessing government online services and information will be simplified and more convenient for citizens. For instance, citizens can navigate and utilize services such as applying for government IDs, paying taxes, or accessing health and education services by grouping these services into a single mobile application. This accessibility extends across both local and national levels of public agencies, making it easier for citizens to interact with the government. Streamlined Government Transactions Citizens can now accomplish tasks with minimal effort and in less time. This mobile application allows individuals to easily access government services with just a few clicks, avoiding complex procedures or lengthy paperwork. This convenience extends anytime and anywhere, allowing citizens to quickly initiate transactions and complete payments, relieving them of unnecessary stress and hassle. Redefining Government with Digital Transformation This initiative is driven by establishing a Digital Philippines by embracing digital transformation systems and solutions led by the Department of Information and Communications Technology (EGOVPH, n.d.). Per Republic Act 10844, or the DICT Act of 2015, the app is designed to facilitate a whole-of-government approach. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 13  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION 1.6 Benefits of E-Governance Implementation Increased Efficiency and Productivity E-government streamlines processes, automates tasks, and reduces paperwork, significantly improving government efficiency and productivity. This translates to faster service delivery, reduced costs, and better use of public resources. Enhanced Transparency and Accountability E-government promotes transparency by making government information readily accessible online. This fosters public trust by allowing citizens to scrutinize government actions, hold officials accountable, and participate in decision-making. It helps build trust between governments and citizens, an essential factor in good governance. It uses internet-based strategies to involve citizens in policy, illustrating government transparency and accountability. Empowering Citizens and Fostering Participation For instance, online platforms like government websites, mobile applications, and social media channels facilitate two-way communication, enabling citizens to actively engage in public discourse and contribute to policy development, making them feel more engaged and influential in the governance process. Reduced Costs and Increased Accessibility E-government is a cost-effective solution that eliminates the need for physical visits, paperwork, and intermediaries, thereby reducing administrative expenses and improving service accessibility. This significant cost savings and broader service coverage provide reassurance about the financial benefits of e-government, fostering a sense of economic security. Enhanced Service Delivery and Quality E-government catalyzes improved outcomes, allowing personalized and customized services tailored to individual needs. This increases the quality and responsiveness of service delivery, leading to greater citizen satisfaction and improved outcomes. This fosters optimism about the potential of e-government, instilling a sense of hope for the future. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 14  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION 1.7 Challenges of E-Government Implementation Various obstacles and barriers can impede e-government implementation. The variety and complexity of e-government programs indicate that they encounter many obstacles and barriers to implementation and management. Infrastructure and Connectivity Internetworking is necessary to enable appropriate information sharing and open up new channels for communication and the delivery of new services, which is why a lack of ICT infrastructure is one of the primary problems for e-governance utilization. The e-government applications demand significant investments in national IT infrastructure. However, an ICT infrastructure consists not just of telecommunications and computer technology. People must be able to use and benefit from e-government apps, which requires E-readiness and ICT literacy. As a result, governments should collaborate closely with the business sector to build a contemporary infrastructure that will enable access to less fortunate communities and individuals. A clear illustration of the country's digital infrastructure weakness is seen in our low number of telco towers (17,850) and high number of users per tower (4,090). The Philippine figures show that high congestion leads to poor service. In addition, for a country considered among the world's top social media users, the nation's state of ICT literacy is very dismal since, according to the United Nations Report, the Philippines is the world's first in digital illiteracy. Financial Constraints A significant impediment to e-government is more funding for capital investment in new technology. E-government implementation is costly to do so. As a result of the high cost of implementing and maintaining computer systems, many countries cannot support e-government projects, even when a government body has a strategy in place for successful and accessible e-government. Budget constraints hinder government offices' ability to provide services online and use technology for democratic outreach. Finally, the whole cost, which includes the high cost of system hardware and maintenance, software, training, and education, is consistently recognized as a significant barrier to agencies and governments deploying these technologies. Digital Divide and Inclusion The absence of Internet access in society was regarded as the most significant barrier to e-government development. The digital divide refers to the disparity in opportunity between those with access to the Internet and those without access. Those POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 15  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION without Internet connectivity will be unable to use e-government services. Thus, "the gap between those with access to computers and the internet and those without" is defined as the digital divide. As a result, not everyone has equal access to computers and the Internet, whether because of a lack of finances, requisite skills, or internet connectivity. Addressing the digital divide in the Philippines requires a multi-faceted approach that involves building infrastructure, reducing costs, promoting digital skills, and enacting supportive policies. By implementing these strategies, underserved communities can improve internet connectivity and fully participate in the digital economy. Privacy and Data Protection Privacy is essential in implementing e-government in developed and developing countries. Privacy refers to ensuring an acceptable level of protection for information attributed to an individual. Citizens are apprehensive about the privacy and confidentiality of their personal information when seeking government services. Thus, privacy and secrecy must be considered when creating and maintaining websites to ensure secure data collection. Security, on the other hand, relates to the protection of information systems and assets, as well as the control of access to that information. It is vital to maintaining confidence between residents and the government. Security concerns may be the most significant obstacle to the spread of e-government services. To address these issues, it is necessary to set security rules and regulations that align with public expectations. Finally, a thorough privacy policy should outline citizens' rights to privacy and require that personal information be gathered and used only for approved purposes. Top Management Support The commitment made by leaders to embrace, support, and use e-government apps and systems is referred to as top management support. As a result, it is crucial to the acceptance and execution of e-government. Effective leadership is crucial to any creative and inventive undertaking or endeavor, so e-government implementation requires it. During his 2nd State of the Nation Address on 24 July 2023, President Marcos Jr. said that digitalization is the "greatest, most powerful tool" to improve the ease of doing business and stamp out graft and corruption. In support of this, the Department of Information and Communications Technology (DICT) said that it will speed up the deployment of e-government projects to facilitate interoperability, increase governance efficiency, and improve data-driven decision-making. In addition, According to DICT Secretary Uy, The visionary leadership and support of our President have inspired the POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 16  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION Department to ramp up its digital transformation efforts, leading to the launch and rollout of our e-government projects over the past year. Resistance to change to Electronic Ways E-government is a relatively new phenomenon that refers to the transition from manual to electronic work methods in the workplace. Unlike anything they have utilized in years, these new adjustments will create a sophisticated atmosphere for government departments. However, many workers worry about losing their employment and authority because they perceive the deployment of e-government as a danger to their status. Employees can be assigned to new roles through retraining and skill development. To lessen resistance to e-government technologies, they must acknowledge their significance and importance while ensuring their jobs are not jeopardized. Furthermore, leaders in e-government must identify the sources of opposition and devise a strategy to resolve them. Collaboration In order to achieve a successful e-government system, collaboration and cooperation amongst all parties are essential to the implementation process. In order to give the government resources, plans, talents, and experiences that it might not otherwise have, collaboration between the public and private sectors is required. The government should foster participation from all sectors in developing and implementing e-government. In the Philippines, in order to promote more efficient public service delivery and interoperability of government systems and applications, the Department of Information and Communications Technology (DICT) signed an Inter-Agency Memorandum of Understanding (MOU) with 13 national government agencies (NGAs), the signing of the MOU formalizes DICT's collaboration with these national government agencies. Lack of Qualified Personnel and Training One of the biggest obstacles to deploying e-government, particularly in developing nations, is a need for ICT skills. Suppose competent individuals are available to take on the role of initiating and developing the e-government system, which is essential to concentrating on training and education programs for enhancing the growth of e-government projects. In that case, the e-government system can be implemented successfully. However, training is a fundamental prerequisite as the rate of competency and competitive mode arise. Training and skill acquisition are necessary for ICT to yield its need for economic benefits, and they are still crucial for all governments. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 17  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION Case Analysis: Determining e-Government Trust: An Information Systems Success Model Approach to the Philippines’ Government Service Insurance System (GSIS), the Social Security System (SSS), and the Bureau of Internal Revenue (BIR) By: Erik Paolo Capistrano, PhD Building trust in e-government is difficult, especially in nations where governments are suspected of corruption and incompetence, and government services and processes are afflicted by inefficiencies and unnecessary bureaucracies. Building trust is critical since using technology in government services eventually exposes citizens to greater risk. The lack of trust adds a hurdle to an already tough challenge. Even when governments require citizens to utilize e-government platforms, citizen users must trust those systems, especially if these systems handle a large quantity of citizen's personal information. Trust in the information systems (IS) area is one of the most persistent academic and professional discourses, owing to its multifaceted nature. This study focuses on developing online trust, subject to the same multidimensionality considerations as other types of trust in the IS domain. It should be noted that trust building is an evolutionary development that considers processes, technology, and people, and it has been claimed to be a significant component impacting e-government efforts. This study compares this trust to trust in e-government. This study focuses on three e-government platforms that provide mandated financial services to citizens: (1) social security services provided by the Government Service Insurance System (GSIS) and the Social Security System (SSS), and (2) tax services provided by the Bureau of Internal Revenue (BIR). These three e-government platforms were chosen because they provide citizens with necessary yet important statutory financial services while managing a large amount of personal, personally identifying, and sensitive information. This emphasizes the need to analyze the quality of their various systems concerning citizen trust perceptions in both academic and practical discourse. As a result, this study collects and analyzes experienced individuals' perspectives of transacting with an e-government service, arguing that these experiences and perceptions can be used as major predictors of their trusting intentions toward e-government. In light of these concerns, this study raises the following research topics. 1. Which factor weighs more towards cultivating trust in e-government? 2. Are the perceptions in these factors common across different e-government platforms? POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 18  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION Research Framework Trust in E–Government Considerations Trust in e-government is defined as the belief that the e-government platform is trustworthy, honest, and truthful. As a result, there is an increasing concern about designing e-government websites that accurately display reliable indications of ability, benevolence, and integrity to instill trust in citizens. It means that trust in e-government is determined by how well the e-government platform operates for its intended customers. Effects of Information Quality Information quality is defined as the integrity and usability of the information provided by the system. This information is expected to be accurate, updated, relevant, sufficient to meet task requirements, readable, and understandable.. Effects of System Quality System quality is defined as the completeness and convenience of the features and functions expected by users to interact with the system. It is one of the most pressing issues impeding Philippine e-government progress, as the infrastructure to support e-government initiatives is currently inadequate. Effects of Service Quality Service quality is described as an organization's ability to better meet its customers' needs using technology. The Philippine government has also acknowledged the need to improve competitiveness, effectiveness, and efficiency in its different service delivery modes and channels. Furthermore, the quality of the processes involved in providing e-government services is vital to establishing trust. Effects of Trust in Government Institution Trust in government institutions is the belief that government competently and effectively meets its mandated obligations within the citizens’ best interests. Perceptions of confidence, integrity, and reliability measure this. In other words, the organization's reputation and its people using an online presence affects how users trust the platform managing that online presence. Effects of Trust in Technology POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 19  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION Trust in technology assumes that the technology under consideration operates in a user-friendly, safe, and secure environment. This often indicates that the technology used to support e-government transactions is deemed trustworthy and secure enough to ensure its integrity and maintain citizen trust. This indicates that the quality of the technology used is an essential factor in trust-building initiatives. Methods Survey method was used to collect the data. The seven-point Likert scale questionnaire was developed in English and Filipino using reworded items from the IS quality dimensions. 668 respondents answered the paper-based survey questionnaire, with 199 e-GSIS users (29.79%), 241 e-SSS users (36.08%), and 228 e-BIR users (34.14%). All of the respondents are individual users of their respective e-government systems. With that being said, they have direct interface and experience with interacting with these systems. Results and Discussions: Q1: Which factor weighs more towards cultivating trust in e-government? Based on the findings, the most constant strength seen throughout these three cases is a focus on information quality. Indeed, presenting accurate, up-to-date, and correct information is critical for building confidence. As a result, it is only essential to maintain and improve these practices of delivering high-quality information per the Philippine government's commitment to greater information freedom. Another finding is the significant effect of trust in technology on trust in e-government. Government agencies should use technologies how consumers expect them to and how they are intended to be used. System quality is failing to influence trust in e-government. Given the Philippines ' current Internet infrastructure, this is the most challenging to achieve. However, the ongoing execution of the national broadband project, notwithstanding its early stages, is encouraging. However, the negative consequences shown in this study are grounds for concern. In addition, the findings show service issues that reduce users' faith in e-SSS and system issues that prevent taxpayers from trusting e-BIR. This is also a significant worry, as anticipated improvements in services and systems are critical key performance metrics for using ICTs in Philippine government services. Trust in government institutions has a positive impact, albeit not statistically significant. This is a positive indicator, but there is still potential for growth. Providing practical and satisfactory e-government operations and services is only the first step. To maximize POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 20  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION the sustainability of such services, trust must be earned. Citizens must trust e-government, which requires them to trust the government entity that employs it. Q2: Are the perceptions in these factors common across different e-government platforms? There are shared perspectives on e-government and trust across the three e-government platforms. The findings are consistent across the three e-government platforms studied, with trust in technology being identified as a primary driver of trust in e-government. The relative levels of influence of information quality and system quality on e-government are also comparable. These parallels are expected, as the selected e-government systems provide equivalent services and permit similar information transfers. These three scenarios also have similar assessments of the qualities of their different e-government platforms. Based on the mean scores gained in each of the quality categories, it is evident that there are excellent and beneficial trends, especially when these systems were first deployed. However, there is still plenty of opportunity for improvement. According to the regression results in this study, e-GSIS has the fewest member complaints, while the other two, e-SSS and e-BIR, have the most user concerns. As previously stated, the influences of service quality and trust in government institutions on e-government are much weaker for e-SSS and e-BIR than for e-GSIS, where both factors are strongly positive. However, it should be noted that while trust in technology has a considerable and beneficial influence on trust in e-government, overall opinions of it are poor. As a result, additional efforts should be made to increase trust in technology, mainly to make the Internet-based environment safer and more robust to enable transactions. Conclusion In conclusion,The internet has altered many facets of human existence. It brought a revolution in governance. The Information and communication technology is being used increasingly to strengthen government participation in public administration and service delivery and promote participation in all government endeavors. ICT is not only helping make better governments but also providing citizens more information on their POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 21  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION governments.Moreover, to fully realize the promise of e-government, the government must prioritize improving digital infrastructure, increasing digital literacy, resolving security challenges, and including the public in the planning and implementing of e-government programs. If this is done, e-government has the potential to become a powerful tool for inclusive and successful governance in the digital age. We cannot deny the fact that it would take time to eliminate the challenges or address the weaknesses of e-government as it is not simply an issue of connectivity, lack of access, or low computer and Internet literacy. It is a gap that traditional social divisions of class, income, education, gender, age, ethnicity, and social geography condition. Overall, eGovernment and the use of technology in governance continue to expand, providing potential to improve government services and operations while also increasing citizen participation and engagement. The ICT is a catalyst for improving governments and providing citizens with more information about their governments. To fully realize the promise of e-government, the government must prioritize improving digital infrastructure, increasing digital literacy, resolving security challenges, and including the public in the planning and implementing of e-government programs. If these steps are taken, e-government has the potential to become a powerful tool for inclusive and prosperous governance in the digital age. It's important to remember that the challenges of e-government are not insurmountable. They are not simply issues of connectivity, lack of access, or low computer and Internet literacy. There are gaps in traditional social divisions of class, income, education, gender, age, ethnicity, and social geography conditions. Overall, eGovernment and the use of technology in governance continue to expand, providing potential to improve government services and operations while also increasing citizen participation and engagement. Citizens are not just beneficiaries of eGovernment but integral to its success. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 22  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION Topic 2: Knowledge Management into Practice Knowledge management is essential to one's organization,agencies, entities etc. When it comes to seeking support for the effectiveness of their intellectual assets, while having different approaches to KM, this may lead to having unique benefits and at the same time problems. In this topic we will delve more into the role of ICT in implementing Knowledge Management in the context of Public Administration. Learning Objectives: By the end of this unit the students must be able to: 1. Comprehend the role of ICT in facilitating knowledge management processes and be able to identify and analyze real-world examples of ICT applications in knowledge management. 2. Describe the various approaches to Knowledge Management, evaluate its pros and cons within the context of Public Administration and be able to identify organizational needs and cultural factors that influence the selection of a suitable Knowledge Management approach. 3. Determine the different steps in the knowledge management cycle and identify the various tools and techniques for capturing, sharing, utilizing knowledge within an organization. 4. Understand the various barriers and obstacles to implementing knowledge management and be able to identify the ways on how to overcome them. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 23  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION 2.1 The Role of ICT in Knowledge Management Quick Overview: The Role of Information and Communication Technology (ICT) in Knowledge Management (KM) approached in various agencies has various agendas. We can’t deny for a fact that innovation is clearly part of evolution where things sometimes become more progressive and complex or sometimes be so adaptive and easy. As society continues to evolve, ICT has driven significant changes in how knowledge is shared, accessed, and utilized, often making processes more efficient or more complex. This transformation is reflected in the public sector as well, where the role of public servants is shifting due to numerous factors. Dickinson et al. have highlighted that globalization, digitalization, political and demographic changes, along with increasing citizen demands and complex social issues, are reshaping public services and their delivery. Innovation, particularly in ICT, has become a driving force behind this evolution, bringing both progress and challenges. The digital age has provided new tools for managing knowledge, but it also requires public servants and professionals across industries to adapt continuously to changing technologies and demands. In this context, ICT has become more than just a tool for communication; it is integral to the way knowledge is processed, stored, and used to drive decisions and solve problems. While ICT offers various advantages, such as increased accessibility to information and more efficient knowledge sharing, it also brings challenges. The complexity of managing digital data and ensuring its accuracy and relevance can be overwhelming. Moreover, reliance on technology may sometimes overlook the value of human expertise and experience, which is critical in transforming raw information into useful knowledge. There are different types of knowledge relevant to KM, often categorized as explicit and tacit knowledge. Explicit knowledge can be easily written down and shared, such as in manuals or databases. Tacit knowledge, on the other hand, resides in people's minds and is gained through experience. It is more difficult to formalize but is often more valuable in complex decision-making processes. Knowledge Hierarchy POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 24  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION Skyrme and Amidon (1997) propose a hierarchy of knowledge that builds on the relationship between data, information, and knowledge. They suggest that at the highest level of this hierarchy is wisdom, which represents mastery in a particular area. As one progresses from data to information, and finally to knowledge, the purpose is not just to accumulate facts but to integrate and apply knowledge in ways that lead to deeper understanding and expertise. David Gurteen A simple way to illustrate the difference between data, information, and knowledge is through the analogy of baking a cake, as described by David Gurteen. The raw data would be an analysis of the cake's ingredients, which, by itself, may not be useful. Information would be a list of ingredients, providing context, but it is only with knowledge—such as a recipe and the cook’s experience—that a cake can be successfully baked. In this sense, knowledge includes both the explicit instructions (recipe) and the tacit understanding (skills and experience) needed to achieve the desired outcome. What is Knowledge Management? Knowledge management (KM) is the systematic process of gathering, storing, finding, creating, sharing, using, and reviewing information and expertise within an organization. The goal is to ensure that the right people have access to the right knowledge at the right time. KM encompasses both explicit knowledge and tacit knowledge. It's about connecting people who possess knowledge with those who need it. What is ICT in Knowledge Management? Knowledge management has become the key factor for the success of all organizations. ICT facilitates information and knowledge sharing, so they have a prominent role in Knowledge management initiatives. The implementations of knowledge management projects have become easier, thanks to technological tools that are now acceptable by almost all. The value of Knowledge management is more when it makes information available to the right people at the right time. According to Singh (2022) the computer technology is capable of assisting knowledge seekers and experts engaged in different types of knowledge acquisition process through formal and informal activities, such technology includes; the POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 25  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION combination of computers, databases, and telecommunications, especially the Internet. The ICT also provides managers with an incredible number of options for improving the way organizations function. Hence, adopting it, offers users a considerable benefits that include: ➔ Reduced service costs. ➔ Save the time of users as well as staff. ➔ Quality and quantity improvement. ➔ Improved user services. ➔ Improved customer/user satisfaction through a more professional approach to service delivery. ➔ Improved productivity. ➔ Information Technology helps to maximize the benefits. ➔ Provides confidence to managed and cover risk to achieve the organizational goal. ➔ Faster and easier recovery of data and disseminate the information. ➔ Reducing risks and errors. The application and use of ICT to support KM is currently an emerging task and requires a new conceptual approach and research agenda to address the new challenges. ICT uses in KM provide us with the potential to greatly enhance access to knowledge, as information can be easily acquired, stored and disseminated; the overall functionality of the organization is improved (Singh, 2022). To succeed in KM, it is important that assessment of ICT capabilities is done properly, to supports and facilitates KM processes such as knowledge capture, storage, retrieval, and sharing. Information and Communication Technology (ICT) plays a pivotal role in shaping Knowledge Management (KM) strategies across different organizations, especially in the public sector. It facilitates the creation, storage, dissemination, and application of knowledge, contributing to improved decision-making, efficiency, and service delivery in public administration and other agencies. E-Governance (G2B, G2C, G2E, G2G) which refers to the use of ICT to improve the delivery of government services, enhance transparency, and promote the participation of citizens and businesses in governance. The application of ICT enables government agencies to store, manage, and share knowledge more effectively, improving decision-making and public service delivery. Mobile Applications POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 26  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION Mobile applications in the context of ICT in Knowledge Management are digital platforms accessed via mobile devices that help government officials, businesses, or citizens interact with and access government services. These apps improve accessibility to knowledge and information on the go, ensuring real-time collaboration and service delivery. Example: The Philippine government’s mobile app for civil services allows users to apply for public documents, track applications, and communicate with government offices directly. For knowledge management, mobile apps help employees access internal knowledge databases or communicate with team members even when working remotely. Artificial Intelligence (A.I) Artificial Intelligence refers to the development of computer systems that can perform tasks normally requiring human intelligence, such as decision-making, language processing, and problem-solving. In Knowledge Management, AI can automate processes like data analysis, content generation, and knowledge discovery, making information more accessible and actionable. Example: Government agencies may use AI-powered chatbots to help citizens navigate government services, answering common questions and directing them to the appropriate resources. Additionally, AI tools can analyze large datasets to provide insights on policy effectiveness or public service delivery, making knowledge more actionable for government officials. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 27  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION 2.2 Pros and Cons of Knowledge Management Approaches Process Approach Process approach to knowledge management attempts to codify organizational knowledge through formalized control, processes and technologies. This type of approach merely focuses on explicit knowledge and IT. Pros Cons Provides a structure to harness Hinder Adaptability generated ideas and knowledge Having structures or standardized processes in knowledge management Example Situation: The PNP’s such as mentioned above could lead to implementation of a crime Investigation the stiffness that could lead to in-elasticity Management System so it can enhance in adapting situations. For example there the knowledge management processes were some cases where staffs found related to its crime data investigations. themselves constrained by the system's requirements, and because of that, it led Having its structure, it improves the them to having delays when it comes to consistency of data entry and makes sure responding in urgent situations and in that the officers are following the same some cases needing a more tailored protocols. Then, approach. Improved Knowledge Retention: Refusal on Adaptation Process approach ensures that critical Fails to tap into tacit knowledge that knowledge is documented and preserved, could limit innovation and forces the especially during staff turnover. For participants into fixed patterns of thinking. example, the public agencies can And some participants were accustomed maintain continuity in operations by to informal methods of information documenting procedures and lessons sharing that may lead to their resistance learned, so even as personnel change, it to adapt into the new system. won’t affect the sharing of knowledge management to the staff or participants. Relying on Technology The too much dependency when it comes to using technology, meant that any technical issues could disrupt knowledge sharing and data access. For example, going back to the PNP’s implementation of IMS, if there were an outage in systems, the officers might not or would really not be able to access some of the critical crime data, which POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 28  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION hampers their ability to respond effectively to ongoing investigations. Practice Approach Unlike the process approach, the practice approach focuses on building the social environments or communities of practice necessary to facilitate the sharing of tacit understanding. Pros Cons Practicality Inefficiency This kind of approach encourages Having this kind of structure can result participants to share practical solutions in inefficiency and abundance of ideas and of course experiences, so that it can with no structure to implement them. be applied directly. Dependence on Social Example Situation: Health workers in a Dynamics barangay regularly hold meetings to The effectiveness of the practice discuss successful strategies for approach can vary based on relationships managing maternal health issues and and social networks within the community, other issues which allows them to adapt so if the participants or a staff leave the best practices to their localities. organization or any particular place it would significantly show its impact. Engagement Practice approach also provides an environment to generate and transfer high-value tacit knowledge by involving the staffs or the community members. Example Situation: Community members and/or staff sharing their insights and suggestions during their meetings and community services that might address the community needs. Peer Learning Health workers learn from each other through informal networks, enhancing POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 29  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION their skills and knowledge without formal training. Example Situation: A nurse from one barangay visits another to share effective methods to other staff. Hybrid Approach Finally, the hybrid approach, which balances flexibility and structure. The practice approach is used so that a repository stores only explicit knowledge that is relatively easy to document. While tacit knowledge initially stored in the repository is contact information and their areas of expertise. By combining these kinds of approaches it would be beneficial and commendable, that is why most KMs are incorporating both of these elements. Example Situation: The implementation of k-12 educational reform in the Philippines by the Department of Education (DepEd) that is aiming in enhancing the quality of education by giving additional 2 years in the curriculum of basic education. Pros Cons Well-balanced structure and Complexity in Management: flexibility: By having this kind of approach in The K to 12 program provided a managing both formal and informal KM framework for curriculum development processes can be challenging and may while allowing schools to adapt content lead to confusion about roles and based on local needs. Just like this, other responsibilities. agencies and organizations could have a structure where they can also consider Inconsistency in Application: the suggestions from the While flexibility is beneficial, it can lead to participants/employees. variations in how the program is implemented across different Enhanced Collaboration: organizations. The program promoted collaboration between teachers, administrators, and Resource Constraints: local government units, facilitating Since the hybrid approach is a knowledge sharing across different levels. combination of the two approaches By promoting collaboration with other mentioned, it requires adequate agencies this could broaden the resources for both formal training and POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 30  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION connections that could help in facilitating support for informal knowledge sharing, knowledge management. which may not always be available. Knowledge Retention and Innovation: The combination of formal training and informal peer learning helped retain knowledge while fostering innovation in teaching practices. 2.3 Implementing Knowledge Management 2.3.1 Knowledge Management Cycle The first step is “Determine Required Knowledge”; this first step identifies what knowledge is required to be able to meet the customers' requirements. This first step considers not only the required individual knowledge of the employees but also the entire relevant internal and external, implicit and explicit knowledge. Knowledge and competence goals are derived from the business strategy: What do we need to know and be able to do to meet uniquely the market and customer requirements today and in the future? The requirements for Knowledge and competencies are also determined when it comes to Customer demands in the future, market, and technology trends. The second step is “Consider Existing Knowledge”; This step is to take into account the knowledge available and set to the required knowledge scope. This requires a sufficiently specific description of the existing knowledge that allows a target comparison. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 31  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION The core competencies and mission-critical knowledge of the organization are determined periodically and reflected: What do we know and what are we capable of doing, which ensures our long-term competitiveness? Important qualifications and skills of employees (human capital) are determined and periodically evaluated External sources of knowledge and partnerships (relational capital) are recorded, and the quality of the relationship is evaluated regularly The third step, is Acquiring Required Knowledge: this step is to comply with current customer needs or to prepare for the future of the organization. It should have a strategy and systematic ways of how knowledge can be procured internally or externally the knowledge acquisition of the organization may be based on the following; 1.) on Internal sources (for example; intellectual property, accumulated from experience knowledge, lessons from mistakes and successful projects, acquisition and exchange of non-documented knowledge and experience that results from improvements in processes, products, and services); 2.) on external sources (for example; Industry standards, universities, conferences, knowledge acquisition by customers or external suppliers). Additional information to acquire needed knowledge; Various forms of learning support the acquisition of the required knowledge (For example, training, e-learning, and team learning such as coaching and mentoring) Lessons learned (learning from mistakes or from successes, after action reviews) The organization develops and uses systematically external knowledge sources (such as Co-operations with research and educational services, consultants, customers, suppliers, online services, etc.) Next is the “Transfer Knowledge and Make it Available” It is important to understand that organizational knowledge always represents a bundle of knowledge resources. Knowledge materializes in documents, processes, tied in IT systems, and in the organizational structure. People with the skill to acquire this knowledge and information are always needed to enhance communication and provide additional knowledge to enhance internal resources. Therefore, an important factor in keeping the required knowledge available at the right moment and place is an effective connection between POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 32  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION organizational development, human resources development, and information and communication technology. Education and training are one of the effective ways to transfer knowledge from one to another. Training of new employees and transferring knowledge from the old employees are usually practiced in some of the companies/organizations. Individual expertise is made available for the organization through documentation or personal exchange Sustain, Update, and Protect Knowledge: The last step in the knowledge cycle is to maintain the existing and acquired knowledge on an ongoing basis. Organizations have to establish a process for how existing knowledge can be updated and preserved. On the other hand, this can be done by documentation of the required knowledge, to preserve it for the organization, knowledge can also be maintained by passing it on to the new employees and preserving it for the next generation. The systematic identification of knowledge loss risk, For example, by retirement or employee turnover, sets an important prerequisite for effective measures in the preservation of knowledge. There is a strategy and a systematic approach to secure, document, and update mission-critical knowledge Knowledge loss risks are systematically identified, and unique knowledge is passed effectively in time before staff changes Legal possibilities of knowledge protection (e.g. patents, brand protection) are used systematically 2.3.2 Assessing Knowledge Management Needs Assessing knowledge management needs involves evaluating how an organization handles its knowledge assets and identifying areas for improvement. Assessing knowledge management needs a more comprehensive route into dealing with knowledge issues is to conduct a ‘knowledge audit’, that is, a sound investigation into an organization’s knowledge ‘health’ or ‘where are we now’. According to the UK National Health Service’s knowledge management team, an organization may choose to use some or all of the following when assessing knowledge management needs; Identifying knowledge needs POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 33  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION The first step involves clarifying what knowledge the organization and the people and teams within it need in order to meet their goals and objectives. According to Knight and Howes (2003), they suggest some generic categories: product and service knowledge (the core of any organization), process knowledge (how to get things done), customer and supplier knowledge, technical or expert knowledge, and project knowledge. Common approaches include questionnaire-based surveys, interviews facilitated group discussions or a combination of these. ➔ Identify Knowledge Needs: Determine what knowledge is critical for your organization and where it resides. Engage stakeholders to understand their requirements. Drawing up a knowledge inventory A knowledge inventory is a stock take to identify and locate knowledge assets or resources throughout the organization. It involves counting and categorizing the explicit and tacit knowledge of the organization. In the case of explicit knowledge, it examines things like numbers, types, and categories of documents, databases, libraries, intranet websites, links and subscriptions to external resources, etc., and also their purpose, relevance, and quality. In the case of tacit knowledge, there is a need to consider staff, who they are, where they are, what they do, and their qualifications, skills, and experience. ➔ Map Knowledge: Create a knowledge map to visualize where knowledge is stored and how it flows within the organization. Analyzing knowledge flows The Analysis of Knowledge Flows usually looks at how the knowledge moves around in the organization from where it was to where it is headed and needed. nThe focus at this stage is on people: their attitudes, habits, and behaviors with respect to knowledge sharing. ➔ Evaluate Tools and Technology: Assess the tools and technologies currently in use and identify any that could enhance knowledge management. 2.3.3 Knowledge Management Tools and Techniques Knowledge management tools and techniques are essential for capturing, sharing, and utilizing knowledge within an organization. These tools and techniques help organizations manage their knowledge more effectively, leading to better POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 34  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION decision-making, innovation, and overall performance. There are a wide range of tools and techniques for achieving this and they can be categorised under a wide range of headings including knowledge capture, knowledge creation, and knowledge sharing. Portfolio of Knowledge Management Tools and Techniques Function Some examples of tools Connecting people to people Communities of practice Peer Assist Social networking Knowledge cafés Connecting people to knowledge/the Knowledge banks/centers evidence-base Smartphone apps Learning portals Connecting people to best practice Lessons learned Storytelling Communities of practice Professional forums Helping people to keep up to date Policy briefings Online portals News bulletins E-zines Sharing learning After action reviews Exit reviews Post project appraisals Connecting people to corporate Induction knowledge Mentoring/peer support Mapping knowledge assets After Action Reviews An AAR (also known as a retrospective review) is a discussion of a project or an activity. It enables the individuals involved to learn for themselves what happens, why it happens, what went well, what needs improvement, and what lessons can be learned from the experience. ➔ Purpose: To discuss and learn from a project or activity. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 35  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION ➔ Process: Participants reflect on what happened, why it happened, what went well, and what needs improvement. ➔ Outcome: Lessons learned are shared and documented for future reference. Storytelling Stories can be used in organizations as a way of sharing knowledge and helping to learn, it is also powerful communication tools and they may be used to describe complicated issues, explain events, and it also tell what lessons have been learned. It can also be valuable in communicating strategic issues and motivating employees. According to Little (2016), people will not change if they are not emotionally engaged. Learning is change so an emotional connection is critical. ➔ Purpose: To share knowledge and help learning through narratives. ➔ Process: Stories are used to describe complex issues, explain events, and communicate lessons learned. ➔ Outcome: Engages listeners emotionally, making the information more memorable and impactful. Knowledge exchange/exit interviews The knowledge exchange involves the person replacing the knowledge holder or sometimes they carry out the tasks they leave behind. They will usually benefits from useful tips and knowledge and even from asking their own questions. An exit interview more specifically relates to why an employee is actually leaving the organization, either due to retirement or to work elsewhere. Exit interviews have evolved from human resource management feedback interviews to become a knowledge management tool, as a means of capturing the experience and know-how of a departing employee. ➔ Purpose: To capture valuable information from employees before they leave the organization. ➔ Process: A structured interview where departing employees share their knowledge and experience. ➔ Outcome: Ensures that critical knowledge is retained within the organization. Peer assists Peer assists are structured facilitated meetings or workshops where people are invited from other business units or other businesses to provide their experience, insights, and knowledge to a team who have requested help. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 36  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION ➔ Purpose: To gather insights and knowledge from others before starting a project or facing a challenge. ➔ Process: Structured meetings where people from different teams share their experiences and advice. ➔ Outcome: Helps teams learn from others’ experiences and avoid reinventing the wheel. Communities of practice A community of practice (COP) is a network of individuals with common problems or interests who get together to explore ways of working, identify common solutions, and share good practices and ideas. ➔ Purpose: To bring together individuals with common interests to share knowledge and best practices. ➔ Process: Regular interactions, often supported by technology, to discuss and solve common problems. ➔ Outcome: Builds a network of knowledge and support across the organization. 2.4 Barriers to Implementing Knowledge Management Technological Factors A key consideration when approaching knowledge management is that technology has a helpful role to play, but it will not be the driver of change. As noted by O’Dell and Grayson (2000), ‘the really important and useful information is too complex to be put online, too much tacit knowledge is required to make a process work’. Instead, they suggest that effective databases are brief rather than comprehensive and are designed to enhance and support, rather than replace, existing sharing mechanisms. They can provide insights into what has been done, not ‘the right answer’. Many organizations also experience a range of further technical ‘barriers’ that may impact on the development of a knowledge management system. These include poor IT literacy and lack of support in using technology. While adopting new work systems will involve IT, their success should not be dependent on the IT department. In order to overcome these difficulties, an organization needs to: ➔ Provide accessible, user friendly and joined up technologies POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 37  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION ➔ Make sure people are supported in using technology ➔ Help people to use technology appropriately by developing acceptable use policies and protocols ➔ Raise the standard of IT competencies through the adoption of accredited training. Cultural Factors Trust is the basis for effective participation and collaboration. Without trust, people are unwilling to participate and collaborate with each other. However, building trust is not a linear progression. It is a cyclical and iterative process. To build and reinforce trust it is important to: ➔ Recognise that everyone has something to learn and everyone has something to share. ➔ Champion collaborative working, recognising the role of trust in successful collaboration. ➔ Encourage inclusion and active participation. ➔ Get started; it can be hard to know when you have established sufficient levels of trust to initiate collaboration. ➔ Set common and realistic objectives, start with something small and build on it. Obstacles to Sharing Knowledge in Organizations ➔ A lack of conviction that change is needed – if people are not properly informed or the purpose and benefits of change are not explained to them, they are likely to view the present situation as satisfactory and an effort to change as useless and unsatisfactory. Related to this is dislike of imposed change; people resent being treated as passive objects and having changes imposed on them about which they cannot express their views. ➔ A belief that knowledge relates only to certain groups or positions and therefore is a subject that most employees do not need to bother about. ➔ An over-emphasis on technology which needs to be seen as an enabler rather than an end in itself. However, ‘technophobia’, where organisations are uneasy about using technology tools as a support for knowledge sharing, can be equally inhibiting. ➔ Fear of the unknown – people do not like uncertainty and may prefer an imperfect present to an unknown and uncertain future. Knowledge management requires a level of confidence within the organisation to encourage people to share and get involved. If people are uncertain about the future, they are less likely to do this. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 38  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION ➔ An enduring notion that knowledge is power – this factor can go to the heart of organizational culture where the competitive internal environment can foster knowledge hoarding. ➔ A lack of business focus – this may result in knowledge management being treated as an end in itself and a knowledge management programme being created because everyone else has created one or because it might pay off later. Knowledge management projects tend to be successful only if they are linked to real business issues. Conclusion: Overall, this topic simply shows that examining the knowledge management approaches such as process, practice, and hybrid approach highlights their unique benefits and challenges in public administration. Firstly, the process approach shows how a structure's framework can enhance knowledge retention and its consistency. However, its inflexibility can limit adaptability in urgent situations, and the heavy reliance of this approach on technology may bring danger during outages. On the other hand, the practice approach promotes a collaborative environment while sharing tacit knowledge; it provides engagement between the staff and organization and peer learning. Yet, it can suffer from inefficiencies and be overly dependent on social dynamics, which may disrupt continuity if key participants leave. Basically, this shows us that choosing the right KM approach should align with the organization’s specific needs and goals. Further, The technologies enhances ICT in Knowledge Management by improving the efficiency of data collection, storage, and sharing within and across government agencies. By integrating mobile applications and AI into e-governance systems, governments can streamline operations, foster better knowledge sharing, and make data-driven decisions. These innovations enable faster, more efficient service delivery and create a more transparent and responsive public sector. Most Importantly, Knowledge management is an important precursor of effective workforce planning. It is impossible to fully estimate workforce supply – the skills, attributes and knowledge of your current workforce –without knowledge management. Knowledge management is vital in appreciating what an organization does know and subsequently in identifying the gaps when compared to what it needs to know. In addition, knowledge management is associated with innovation and increased productivity. You can only innovate effectively from a position of knowledge. It is helpful POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 39  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION as a starting point to find out what your organization knows already, and then see how much you have to innovate, based on that knowledge. Activities: Ice Breaker: KALOKALIKE: BPA Edition! Description: This activity primarily aims to lighten up the mood of class in the midst of discussion. Giving them a moment to refresh and prepare their minds for the next topic discussions. Thus, students engagement during the activity is widely encouraged. Mechanics: The reporters will find four (4) participants from the class who will guess who is the personality that the reporter is describing. Afterwards, the audience will then say “Kalokalike” if they are impressed or “Kaloka” if they are not. Activity 1: Get to Know Egov PH Time: 15 Minutes Description: A group activity which aims to engage and enable students to express their insights and perspectives on the eGovPH Application. The students are encouraged to explore the application, participate actively, and cooperate in answering the given questions, promoting a comprehensive learning approach while enhancing their ability to communicate and think critically. Mechanics: 1. The leaders of the respective groups will be informed a week before the reporting to install and register on the eGovPH Application. 2. The class then will be asked to go to their respective/assigned groups for each members collaboration and participation. 3. There would be a total of four (4) questions, wherein each group must answer it in an essay type form and must be written in a yellow pad paper. 4. The answers will be diligently checked by the reporters based on the rubrics provided and then the scores will be submitted to Prof. Soberano. POLYTECHNIC UNIVERSITY OF THE PHILIPPINES-QUEZON CITY BRANCH 40  PUAD 205: KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC ADMINISTRATION Rubrics: Criteria Unsatisfactory Needs Satisfactor