IMPROVING MUNICIPALITY SERVICE DELIVERY THROUGH

KNOWLEDGE SHARING
TEAMWORK
LEARNING
INNOVATION

Links for Good Governance Program

Local Government Academy
3 December 2015
Daan Boom, CCLFI Manila
daan.boom@cclfi.org

INTRODUCTION

CCLFI* is a Philippine based NGO

KM Workshops and online courses
Change Management, Innovation
Knowledge management
Capacity Building, Training
Projects include:
African, Asian, Caribbean, World Bank,UNDP, UNEP
Davao City-Chamber of Commerce and Industries
League of Cities Philippines
Makati
NEDA
2

About me
Asian Development Bank 2003-2012
Head KM
KPMG Accountants & Advisory
Knowledge Management & Learning
Education
Management Information Science, Msc 1978
PhD 2015 (Transfer of Knowledge in Scientific
Organizations
What keeps me busy
Family (Filipino wife + daughter)
Fascinated by how we learn and apply our learning
daan.boom@cclfi.org
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2

OUTLINE

INTRODUCTION KNOWLEDGE MANAGEMENT

CONCEPTS AND CONTEXT
SHARING
LEARNING
CHANGE MANAGEMENT
RECOMMENDATIONS for LGU

KM OVER THE YEARS

A NEW WAY OF WORKING and

LIVING
3 billion people connected

CONVERSATIONS

INFORMATION
MANAGEMENT

1990

CONNECTIVITY

2003

LEARNING
& NETWORKING

INSTITUTES ADAPT

2015

WHAT HAVE WE LEARNED?

Societies and Institutions are built not merely

through the accumulation of physical capital
and human skill, but on the foundation of
information, learning, and adaptation
Knowledge matters, understanding how
people and societies acquire, share and use
knowledge is essential to improving peoples
live, especially the lives of the poorest

J. Stiglitz et al: Creating a Learning society, 2015

KM breaks institutional silos

and DEFINES THE NEW KNOWLEDGE WORKER*

SYNTHESIZES & SHARES
Access, analyse and
synthesise information
Continuous learning
Proactively shares
Helps others

RESPONSIVE
ADAPTABILITY
Matches and blends
easily between work,
raise family, volunteer
and learn.

Innovates and proposes

ideas;
Participates in
Communities of Practice
to learn and collaborate

MARKET & COMMUNICATES

Uses social
Builds trust
Keeps social and
economic values high.

TEAMWORK
Cross-disciplinary
approach to teamwork
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* Adapted from Feverbee, San Fransisco, 2015

and DEFINES THE NEW KNOWLEDGE WORKER*

SYNTHESIZES & SHARES
Access, analyse and
synthesise information
Continuous learning
Proactively shares
Helps others

RESPONSIVE
ADAPTABILITY
Matches and blends
easily between work,
raise family, volunteer
and learn.

Innovates and proposes

ideas;
Participates in
Communities of Practice
to learn and collaborate

MARKET & COMMUNICATES

Uses social
Builds trust
Keeps social and
economic values high.

TEAMWORK
Cross-disciplinary
approach to teamwork
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* Adapted from Feverbee, San Fransisco, 2015

LEADS TO PRODUCTIVITY AND INNOVATION

We now know that the source of wealth

is something specifically human:
knowledge. If we apply knowledge to
tasks that we already know how to do,
we call it productivity. If we apply
knowledge to tasks that are new and
different, we call it innovation. Only
knowledge allows us to achieve those
two goals.
Peter F. Drucker: Managing for the
Future

WHAT IS KNOWLEDGE?
TACIT

ALL MY KNOWLEDGE

ALL WHATS IN MY HEAD

WHAT I CAN TELL

GAINING KNOWLEDGE
FROM CONVERSATION
APPLYING MY
\
KNOWLEDGE

WHAT I CAN CONNECT

FROM WHAT I ALREADY
KNOW

WRITE

LEARNED FROM
MANUAL OR LECTURE
TRANSFER

EXPLICIT
ALL WHATS IS WRITTEN DOWN

WHAT IS KNOWLEDGE?
TACIT

ALL MY KNOWLEDGE

ALL WHATS IN MY HEAD

WHAT I CAN TELL

GAINING KNOWLEDGE
FROM CONVERSATION
APPLYING MY
\
KNOWLEDGE

WHAT I CAN CONNECT

FROM WHAT I ALREADY
KNOW

WRITE

LEARNED FROM
MANUAL OR LECTURE
TRANSFER

EXPLICIT
ALL WHATS IS WRITTEN DOWN

DISTINCTION BETWEEN

Creates value
when used!

Information

Knowledge

know what

know how

what is

what works

interesting

useful for action

To inform

To enable action

KNOWLEDGE SHARING

Knowledge Sharing is a process

where new substance, new or
amended processes, new
partnership/relations are co-created
or sustained between countries, or
organisations, from any stage of
development and background
(OECD, 2014)

Knowledge sharing is an activity through

which knowledge (namely, information,
skills, or expertise) is exchanged among
people, friends, families, communities, or
organizations. WIKIPEDIA, World Bank
Group

ABOUT
LEARNING

WHERE DID WE LEARN

WHERE DID WE LEARN

LEARNING

HOW DO WE LEARN
5-10%
Lecture and Reading
20-30%
Audiovisual & Demonstration

30-50%
Discussion Groups
50-75%
Practising by doing

75-90%
Mentoring & Coaching

HOW DO WE LEARN
5-10%
Lecture and Reading
20-30%
Audiovisual & Demonstration

30-50%
Discussion Groups
The Inquirer 24 November
2015

50-75%
Practising by doing

75-90%
Mentoring & Coaching

KNOWLEDGE & LEARNING IS ABOUT MANAGING

Human Capital

Skills and experiences

Attitudes, work ethic and values

Health of employees

Motivated and
engaged staff

Leadership
Drive and motivation of staff

Productivity
Information system, library and documents
Strategies, policies and guidelines
Business processes

Innovation

Learning systems
Vision, organizational culture

Relationship Capital

External networks and support systems

Value creation

Relationship with suppliers and customers

Teamwork
Support from peers and bosses

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Resources: money, salaries, financing
Technology, equipment, building
Conducive workplace, incentives

Improved service
delivery

LEADING TO
Operational effectiveness
- More systematic sharing of good practice
between staff and departments
- Increased collaboration between teams
- More informed decision making at all levels
(based on evidence)
- Improved capacity to self-monitor progress

people

- More systematic
documentation of what
works when and how
- Increased institutional
memory and mitigation of
process
brain drain through
retirements and staff exits
- Build and strengthen
capacity of younger staff

Institutional Development
Improve outcomes of external
knowledge sharing activities
- More results-focused preparation,
implementation and follow-up to
knowledge exchange activities
- International positioning as a center of
excellence/ knowledge hub

Increase sustainability
of core operations

technology

WHAT IS KNOWLEDGE MANAGEMENT FOR LGU?

LGRC Note 2009:

KM is the core process towards local governance, multistakeholdership participation in LGRC is based on the principle
that there is no monopoly of knowledge and that knowledge should
be shared and used to promote efficiency, effectiveness, learning
and innovation in local governance.

KEYWORDS:
Knowledge shared and used
Efficiency, Effectiveness
Learning & Innovation

KM through the lens of LGRC

LGRC aims to promote a culture of learning and knowledge
sharing in pursuit of sustainable development through
excellence in local governance; harness the role of DLG as
knowledge broker and facilitator of of capacity development in
local governance, and facilitate integration of knowledge
management in DLG processes and systems towards building
the Department as knowledge centric and learning
organization.

BUILDING BLOCKS OF THE LGRC

RECOMMENDATIONS
Built on ongoing initiatives and plans:
Local Governance Resource Centre
Networking and Partnerships
DOST
SMART Cities
IT platform to capture and share
Social media piloting
DILG
Repository
Open Government Partnership
Freedom of Information Bill
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ACTIVITIES YOU CAN PLAN AND IMPLEMENT 2MRW

INTERNAL

EXTERNAL

Back to Office Reports

Outreach

In-house seminar program

Access to
information

After Action Reviews

Good & Bad Practices

Expertise database
In-house Linkedin
ROCK-Retainment of Critical
Knowledge

Knowledge & Learning in

Job descriptions

Communications
Crowdsourcing
Social Media

BEFORE AND AFTER A PROJECT

A lesson is NOT learned
until it is applied

BEFORE ACTION REVIEW

AFTER ACTION REVIEW

What are our intended results

What were our intended results?

What will success look like

What were our actual results

What challenges we can expect

What caused our results?

What have we learned from previous

What will we sustain or improve

What will make it successful this time

What is our next opportunity to learn

When do we do an AAR?

When do we do our next BAR

RETAINING CRITICAL KNOWLEDGE and MENTORING

Review and update HR Policies

Connect new hires with senior staff
Assess which critical knowledge is about to leave
Expertise database?

Knowledge is best
shared in face to face
conversations

Organize in-house knowledge activities

Organise in-house seminars and document these

Organise knowledge fair on achievements (NGOs, Business.)

FINAL: KNOWLEDGE SHARING IS ABOUT YOU

Make your work visible in such a way that it might help others.
When you do that when you work in a more open, connected way
you can build a purposeful network that makes you more effective
and provides access to more opportunities
Add Knowledge Sharing, Communications and Social Media in TOR

Building a
social
network

Making you
and your
work more
visible

Leading with
generosity

Getting
better

Being
purposeful

Maraming
Salamat
Contact: daan.boom@cclfi.org

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