Understanding Knowledge Services Natural Resources Canada Knowledge Services Task Group Transforming Government: Better Outcomes for Citizens September 12-14, 2005

An Opening Thought… “ One of the saddest features of the real world is that goods do not spontaneously present themselves for distribution.” The Economist (Nov. 5, 1994)

Presentation Goals Speaker : Share results of the NRCan Knowledge Services Task Group Audience : Gain awareness and relate to your context Conference : Begin interdepartmental dialogue to develop shared understanding

Speaker : Share results of the NRCan Knowledge Services Task Group

Audience : Gain awareness and relate to your context

Conference : Begin interdepartmental dialogue to develop shared understanding

Presentation Outline Background Scope Framework Flow Charts Next Steps

Background

Scope

Framework

Flow Charts

Next Steps

Government of Canada 2005 Service Vision Service examples (31): statistics (1) information (5), knowledge (0) Framework: Canadians, businesses, international “ No generally accepted definitions or descriptions of public sector information and knowledge services.” “ To identify and act on opportunities…the government must first establish a shared understanding of the attributes of public sector information and knowledge services.”

Service examples (31): statistics (1) information (5), knowledge (0)

Framework: Canadians, businesses, international

“ No generally accepted definitions or descriptions of public sector information and knowledge services.”

“ To identify and act on opportunities…the government must first establish a shared understanding of the attributes of public sector information and knowledge services.”

The Big Picture Our task is to connect the dots. Knowledge Canadians Serving

Task Group Mandate Examine the nature of the work of science and science-related programs in Natural Resources Canada, describe appropriate elements in the context of Government of Canada service transformation, and submit a report.

Task Group Members John Broome (Earth Sciences) Malcolm Drury (Energy Technology) Brian Haddon (Canadian Forest Service) Bob O’Neil (Earth Sciences) Dave Pasho (Metals & Minerals) Al Simard (Canadian Forest Service) Mark Williamson (Earth Sciences)

John Broome (Earth Sciences)

Malcolm Drury (Energy Technology)

Brian Haddon (Canadian Forest Service)

Bob O’Neil (Earth Sciences)

Dave Pasho (Metals & Minerals)

Al Simard (Canadian Forest Service)

Mark Williamson (Earth Sciences)

Questions & Answers Who is the audience? Treasury Board and NRCan senior managers. What do we want them to do? Adapt programs to the nature of S&T knowledge services to better serve Canadians. What will we do that causes this response? Increase understanding of S&T knowledge services. How will we increase understanding? Develop a descriptive model and classification framework for S&T knowledge services.

Who is the audience? Treasury Board and NRCan senior managers.

What do we want them to do? Adapt programs to the nature of S&T knowledge services to better serve Canadians.

What will we do that causes this response? Increase understanding of S&T knowledge services.

How will we increase understanding? Develop a descriptive model and classification framework for S&T knowledge services.

Knowledge Services: Steps Establish Task Group  Determine approach  Outline and define system framework  List and define system functions  Report on progress & seek endorsement  List components & parameters  Define components and parameters  List sub-components & sub-parameters  Conduct Classification case studies  Begin writing report  Define sub-components & sub-parameters Submit report

Establish Task Group 

Determine approach 

Outline and define system framework 

List and define system functions 

Report on progress & seek endorsement 

List components & parameters 

Define components and parameters 

List sub-components & sub-parameters 

Conduct Classification case studies 

Begin writing report 

Define sub-components & sub-parameters

Submit report

Presentation Outline Background Scope Framework Flow Charts Next Steps

Background

Scope

Framework

Flow Charts

Next Steps

A Business Perspective Effective Strategy = Describe Strategy + Measure Strategy + Manage Strategy Adapted from Kaplan and Norton (2004)

Effective Strategy = Describe Strategy

+ Measure Strategy + Manage Strategy

Knowledge Spaces Adapted from Snowden (2002) 1. Routine Standards, manuals Bureaucrats, administrators Categorize, process 2. Specialized Technical documents Experts, consultants Design, develop systems 3. Complex Tacit knowledge Scientists, experience Find patterns, understand 4. Chaotic Observations Explorers, innovators Explore, test

Standards, manuals

Bureaucrats, administrators

Categorize, process

Technical documents

Experts, consultants

Design, develop systems

Tacit knowledge

Scientists, experience

Find patterns, understand

Observations

Explorers, innovators

Explore, test

Knowledge Services System: Definition A group of interrelated sub-systems and infrastructure that function collectively, subject to organizational mandates, to embed value into knowledge-based goods & services, preserve it, and enable its extraction to yield benefits.

A group of interrelated sub-systems and infrastructure that function collectively, subject to organizational mandates, to embed value into knowledge-based goods & services, preserve it, and enable its extraction to yield benefits.

Knowledge Services System Indirect Outputs Sector Outcomes Canadians Intelligence Organization Mandate Body of Knowledge (Knowledge cycle) Direct Outputs Evaluators Recommendations Benefits (tertiary) (secondary) (primary) Knowledge

Knowledge Services-Externalities Creating or changing organizational mandates Transforming mandates into programs Determinants of content generation Determinants of external user wants or needs Use of knowledge to create new knowledge Goods and services not derived from content

Creating or changing organizational mandates

Transforming mandates into programs

Determinants of content generation

Determinants of external user wants or needs

Use of knowledge to create new knowledge

Goods and services not derived from content

Knowledge Services: Definitions Content : Embedded value, in the form of the message or signal contained within all elements of the knowledge value chain that are held or owned by an organization. Content-based product: Tangible, storable commodity or merchandise, with embedded value, wholly or partly derived from and dependent on content. Content-based service: Intangible, non-storable work, function, or process, with embedded value, wholly or partly derived from and dependent on content.

Content : Embedded value, in the form of the message or signal contained within all elements of the knowledge value chain that are held or owned by an organization.

Content-based product: Tangible, storable commodity or merchandise, with embedded value, wholly or partly derived from and dependent on content.

Content-based service: Intangible, non-storable work, function, or process, with embedded value, wholly or partly derived from and dependent on content.

Organizational outputs Direction Operations Positions Coordination Accomplishments Answers Advice Teaching Facilitation Support Laboratory Database Scientific article Technical report Outreach material Geospatial products Statistical products Standards Systems Devices Objects Data Information Knowledge Wisdom Solutions Services Products Content

Presentation Outline Background Scope Framework Flow Charts Next Steps

Background

Scope

Framework

Flow Charts

Next Steps

Knowledge Services - Approach Focus on organizations or groups of organizations Driven by organizational mandates; responds to user needs Includes supply- and demand-driven processes Based on flow of goods & services through a value chain Two resolutions: measuring system performance; classifying organizational activities.

Focus on organizations or groups of organizations

Driven by organizational mandates; responds to user needs

Includes supply- and demand-driven processes

Based on flow of goods & services through a value chain

Two resolutions: measuring system performance; classifying organizational activities.

Knowledge Services Framework Elements of Zachman (1992) Component… Component f Component c Component… Component e Component b Purpose… Purpose 2 Purpose 1 Component… Component d Component a Stage 1 Stage 2 Stage … Goods & Services Value Chain Benefits Who Work What Why

Knowledge Services - Stages Generate (start Knowledge Services value chain) Transform (goods & services increase utility, value) Enable (permit transfer) Use Internally (accomplish organizational objectives) Transfer (enable external use) Enhance (increase availability, utility, value) Use Professionally (sector derives benefits) Use Personally (individuals derive benefits) Evaluate (organizational mandate, resources)

Generate (start Knowledge Services value chain)

Transform (goods & services increase utility, value)

Enable (permit transfer)

Use Internally (accomplish organizational objectives)

Transfer (enable external use)

Enhance (increase availability, utility, value)

Use Professionally (sector derives benefits)

Use Personally (individuals derive benefits)

Evaluate (organizational mandate, resources)

Knowledge Services Hierarchy Knowledge Services System Knowledge Services Sub-Systems (5) Stages (9) Components (33+7) Sub-Components (201+27)

Knowledge Services System

Knowledge Services Sub-Systems (5)

Stages (9)

Components (33+7)

Sub-Components (201+27)

Presentation Outline Background Scope Framework Components Next Steps

Background

Scope

Framework

Components

Next Steps

Production Sub-System to Existing Inventory from Accessible Inventory Society & Nature Content Generate Originators 1 Products & Services Transform Developers 2 Partners Organization Mandate

Management Sub-System Managers Lost Value Preserve 3 Organization Mandate from Production Existing Inventory Enable Accessible Inventory to Content to Sharing

Sharing Sub-System Body of Knowledge to Sector to Capacity Solutions Users Use Internally from Accessible Inventory 4 Outputs Providers Transfer & Transact 5 Organization Mandate

Sector Sub-System to Capacity to Benefits from Outputs Enhanced outputs Intermediaries Add value 6 Outcomes Clients Use Professionally 7

Society Sub-System Capacity for Action from Outcomes from Outputs Personal & Societal Benefits Use Personally Canadians 8 Society & Nature 9 Evaluate Evaluators to Organization Mandate Recommendations

Presentation Outline Background Scope Framework Flow Charts Next Steps

Background

Scope

Framework

Flow Charts

Next Steps

Model Insights and Questions There are three flows to Canadians. What proportion of outputs are (should be) in each flow? Transforming content into goods and services adds value. What proportion of content is transformed? Production embeds value; use extracts it. What proportion of the inventory is used (lost)? Clients use outputs for sector outcomes. How visible are organizational contributions to outcomes? Canadians take action in areas of interest. How many outputs affect Canadian interests?

There are three flows to Canadians. What proportion of outputs are (should be) in each flow?

Transforming content into goods and services adds value. What proportion of content is transformed?

Production embeds value; use extracts it. What proportion of the inventory is used (lost)?

Clients use outputs for sector outcomes. How visible are organizational contributions to outcomes?

Canadians take action in areas of interest. How many outputs affect Canadian interests?

Measurement Strategies Case studies (horizontal flow) Survey activity at key points Process studies (vertical flow) Measure processes at key points

Case studies (horizontal flow)

Survey activity at key points

Process studies (vertical flow)

Measure processes at key points

Classification Case Studies Canadian Wildland Fire Information System GeoScience Data Repository National Atlas of Canada National Forestry Database Program RETScreen Energy Decision Support Centre

Canadian Wildland Fire Information System

GeoScience Data Repository

National Atlas of Canada

National Forestry Database Program

RETScreen Energy Decision Support Centre

Quantitative (Numeric) Model How the system works (explanation) Identify interactions (drivers & blockers) Describe interactions (name key variables) Define interactions (cause & effect)

How the system works (explanation)

Identify interactions (drivers & blockers)

Describe interactions (name key variables)

Define interactions (cause & effect)

What could we do? Measure criteria and indicators Evaluate system performance Diagnose system problems Identify risks and opportunities Establish priorities Allocate resources Adapt programs

Measure criteria and indicators

Evaluate system performance

Diagnose system problems

Identify risks and opportunities

Establish priorities

Allocate resources

Adapt programs

A Final Thought… “ The first task of any theory is to clarify terms and concepts that are confused… Only after agreement has been reached regarding terms and concepts can we hope to consider the issues easily and clearly and expect to share the same viewpoint.” Karl Von Clausewitz (1780-1831)