Enterprise Content Management:Building a Collaborative Framework

32nd Meeting of the Section of International Organizations, International Council on Archives

Thessaloniki, GreeceSeptember 27, 2006

Donna S. Canestraro

Enterprise Content Management (ECM) What it is, and what role do archivists

and records managers play?

The Center for Technology in Government

Work with government to develop well-informed strategies that foster innovation and enhance the quality and coordination of public services. . .

. . . through applied research and partnership projects that address the policy, management, and technology dimensions of information use in the public sector

Our Focus and Partners

Management

Policy

Technology

University

Business

Government

ECM according to AIIM

Enterprise Content Management (ECM) is comprised of the technologies used to capture, manage, store, preserve, and deliver content and documents related to organizational processes. ECM tools and strategies allow the management of an organization’s unstructured information, wherever that information exists.

• Association for Information and Image Management. 2006

“It's not enough to "manage" content. Of course, the ability to access the correct version of a document or record is important, but organizations must go further. Content must be managed so that it is used to achieve business goals.

Central to this strategy are the tools and technologies of ECM, which manage the complete lifecycle of content, birth to death.”

Recognizing the quintessential underlying problems of e-government

“What is technically possible may not be organizationally feasible or politically or socially desirable.”

Advanced IT applications in government must integrate policies, processes, information, and technology.”

Some Assembly Required: Building a Digital Government for the 21st CenturyCenter for Technology in Government 1999

Pressure to act

Experience shows that when the pressure to act exceeds the ability to understand the consequences of action, the risk of failure soars.

Innovation

An idea or behavior perceived as new to the individual or adopting organization.

Rogers, 1972, Kanter, 1983, Damanpour, 1996

Innovation and Risk

• Innovation characteristics interact with organizational characteristics.

• Uncertainty results from the lack of adequate knowledge about the interaction.

• Risk results from uncertainties about the consequences of change efforts.

IT Failure Statistics - a variety

• 50% of information systems are failures

• IS success rates are as low as 30%

• 80% of data warehousing projects fail

• 80% of ERP projects fail

• 80% of CRM projects fail

Sources of risk

• Failure to understand context• Initial (or most) focus on technology instead of work

processes and goals• Underestimating complexity• Ignoring variation and diversity • Using ‘command’ models of leadership• Inadequate amounts & kinds of communication• Lack of trust (and trustworthiness)• Lack of constituency

Four Challenges to

Enterprise Transformation

Four Challenges

• Complexity

• Information quality and availability

• End-to-end performance

• Integration

Challenge #1: Complexity

Complexity challenges

• Embeddedness

• Risk

• Differences among professions and roles

• Centralized vs. decentralized vs. distributed ways of working

Layers of complexity

Policy, program & economic contextOrganizational

setting

ToolsWork processes & practices

Professions, roles, and relationships

• Policy makers• Subject matter experts• Technology experts• Administrative experts• Operational experts• Customers• Partners and suppliers• Overseers

Challenge #2: Information

Data challenges

• Information policies and philosophies

• Fitness for use

Countervailing information policy principles

StewardshipUsefulness

Quality = fitness for use

• Accuracy• Availability• Context • Definition• Granularity• Standardization• Timeliness• Metadata

Challenge #3: End-to-end performance

peter.reichstaedter@cio.gv.at/Christian.Rupp@bka.gv.at

End-to-end challenges

• Incomplete understanding of business processes

• Incomplete knowledge and appreciation of business practices at all points in a process

• Uneven interest and investment in the front and back offices

Challenge #4: IntegrationSimplified depiction of existing intergovernmental information systems in New York State

Agency A Agency B Agency C

Multiplied by thetotal number ofNYS agencies =

~100

County 1

County 2

County 3

County 4 City 1

City 2

City 3

City 4 Town 4

Town 3

Town 2

Town 1 Village 4

Village 3

Village 2

Village 1

Total NYSCounties = 62

Total NYS Villages =554

Total NYS Towns = 932Total NYSCities = 62

Integration challenges

• Play out over time– Across organizations– Across levels & functions within organizations– Across governmental boundaries– Across public, private, and nonprofit sectors– Across many dimensions

Integration of what?• Information • Work processes • Systems

• Perspectives• Value propositions• Money and other resources• Cultures• Missions• Practices• Professions

Meeting the challenges

Complexity

Information

End-to-end

Integration

Simplified depiction of existing intergovernmental information systems in New York State

Agency A Agency B Agency C

Multiplied by thetotal number ofNYS agencies =

~100

County 1

County 2

County 3

County 4 City 1

City 2

City 3

City 4 Town 4

Town 3

Town 2

Town 1 Village 4

Village 3

Village 2

Village 1

Total NYSCounties = 62

Total NYS Villages =554

Total NYS Towns = 932Total NYSCities = 62

Meeting the challengesSimplified depiction of existing intergovernmental information systems in New York State

Agency A Agency B Agency C

Multiplied by thetotal number ofNYS agencies =

~100

County 1

County 2

County 3

County 4 City 1

City 2

City 3

City 4 Town 4

Town 3

Town 2

Town 1 Village 4

Village 3

Village 2

Village 1

Total NYSCounties = 62

Total NYS Villages =554

Total NYS Towns = 932Total NYSCities = 62

Complexity

Information

End-to-end

IntegrationGovernance andExternal Focus

Meeting the challengesSimplified depiction of existing intergovernmental information systems in New York State

Agency A Agency B Agency C

Multiplied by thetotal number ofNYS agencies =

~100

County 1

County 2

County 3

County 4 City 1

City 2

City 3

City 4 Town 4

Town 3

Town 2

Town 1 Village 4

Village 3

Village 2

Village 1

Total NYSCounties = 62

Total NYS Villages =554

Total NYS Towns = 932Total NYSCities = 62

Complexity

Information

End-to-end

IntegrationGovernance andExternal Focus

Emphasis on Use and Context

Meeting the challengesSimplified depiction of existing intergovernmental information systems in New York State

Agency A Agency B Agency C

Multiplied by thetotal number ofNYS agencies =

~100

County 1

County 2

County 3

County 4 City 1

City 2

City 3

City 4 Town 4

Town 3

Town 2

Town 1 Village 4

Village 3

Village 2

Village 1

Total NYSCounties = 62

Total NYS Villages =554

Total NYS Towns = 932Total NYSCities = 62

Complexity

Information

End-to-end

IntegrationGovernance andExternal Focus

Emphasize Use and Context

Process Thinking and Action

Meeting the challengesSimplified depiction of existing intergovernmental information systems in New York State

Agency A Agency B Agency C

Multiplied by thetotal number ofNYS agencies =

~100

County 1

County 2

County 3

County 4 City 1

City 2

City 3

City 4 Town 4

Town 3

Town 2

Town 1 Village 4

Village 3

Village 2

Village 1

Total NYSCounties = 62

Total NYS Villages =554

Total NYS Towns = 932Total NYSCities = 62

Complexity

Information

End-to-end

IntegrationGovernance andExternal Focus

Emphasize Use and Context

Process Thinking and Action

Enterprise Principles and Relationships

Challenge for you

• Where is your role in this discussion?• How does the concepts of ECM fit into your

organizational structure?• What are the policy, organizational, management,

and technology decisions that need to be discussed prior to implementation of an ECM for your organization?

Consider...

• What is an ECM in your world?

• What are the ideal characteristics of a ECM Governance body?

• Who should be at the table within your organization participating in the discussion?

• What are the archival implications?

Questions?

Center for Technology in Government

University at Albany

www.ctg.albany.edu