Presentation Overview

Transcription

1 Track 1 Session 1 KM Tools -- A Technology Overview Delivering Business Value Through Innovative KM Applications Tom Beckman Division CIO, Criminal Investigation Internal Revenue Service U.S. Government Work: Home: tom.beckman@ci.irs.gov tombeckman@starpower.net Knowledge Management Tom Beckman Presentation Overview Aligning KM Strategy to Business Strategy Enterprise Value Proposition Enabling KM Practice Areas Enabling KM Tools, Technologies, and Applications Key KM Applications for Today Promising Future KM Applications Key Takeaways

2 Posing the Key Question What are the key KM technologies, tools, and applications that will deliver the most value to your agency over the next two years? ** Take the Pledge ** Just Say No to: Cool KM tools for their own sake Let s buy some collaboration software and data mining tools and see what we can do with them Just Say No to: Hot KM practices for their own sake Let s create a Community of Practice -- think of all the requests and problems it could solve KM Strategy Alignment with Business Strategy Vision, SWOT, Best Practices, and Innovation Stakeholder Needs and Preferences Business Strategy Environmental Drivers Resources and Sourcing Strategy KM Strategy IT Strategy

3 Supporting KM Strategy Dimensions and Reinforcing Relationships Innovation/ Improvement Dimension Learning Dimension Knowledge Management Strategy Intellectual Capital Dimension Collaboration/ Community Dimension IT Dimension Content Management Dimension Enterprise Value Proposition Enterprise Mission, Needs and Interests Business Vision and Strategy KM Strategy Deliver Business Value Define Requirements Enabling KM Application or System Select KM Tools and Technologies Select KM Practices

4 Enabling KM Practice Areas Content Management (explicit) Of Web Sites, Courses, Data, Docs., Document/Record Management, Workflow Management Web Services (explicit) Portals, Taxonomy, Search, Security, , Content Management, Collaboration Advisory Systems (explicit & implicit): Directories of Expertise, Performance Support Systems, FAQ, Help Desk, Expert Systems Business Intelligence (explicit and implicit): CRM, ERP, SCM, Best Practices, Lessons Learned, Process simulation Training & Education (explicit and implicit): E-Training, distance learning, Learning Management Systems, classroom training, curriculum management Knowledge Discovery (explicit and tacit): Data mining, text mining, OLAP Research, experimentation, Creative thinking Competency Management (implicit and tacit): Required Competencies, Roles, capacity & skills assessments, career management, managing intellectual capital Collaboration (implicit): Communities of Practice SIGs, Discussion Forums, Virtual Project Teams, Group DSS Enabling KM Tools and Technologies Web Services: Portal, Search, Taxonomy, Metadata Content Management Record and Document Management Directories Expertise and Competency Locators Identity Management and Recognition Technology Workflow and Simulation Collaboration and Group DSS Knowledge Repository and Integrated Performance Support Systems Advisory Systems: FAQ, Help Desk, Expert Systems Training: E-Training, Distance Learning, LCMS, Authoring S/W, LMS Business Intelligence: CRM, Link and Event Analysis Knowledge Discovery: Data Mining, Text Mining, Data Visualization Resource Management: ERP, SCM, MIS, OLAP Semantic Search: Natural Language, Lexicon, Thesaurus, Taxonomy

5 Key KM Applications for Today Proper application of IT can enable many business strategies and create breakthrough opportunities Key App #1 -- Expertise Locator: Describe business or user need Find appropriate source of knowledge and expertise Find best match between requests and resources Key App #2 -- Advisory Systems: Provide automated electronic help Performance Support Systems Key App #3 -- Knowledge Discovery: Find valuable patterns in mountains of data and text Find examples and evidence of desired goals Key App #1: Expertise Locator Enables users to quickly find an available expert with the relevant expertise needed to answer their requests Uses an electronic directory of classified practitioner skills Describe business or user need or request Find appropriate source of knowledge and expertise Find best match between requests and available resources Must find, classify, and validate experts Key feature is triaging/filtering requests to protect experts from being inundated by routine queries Provide human Help Desk or Community of Practice support Provide automated electronic help through Advisory Systems such as Performance Support Systems when possible

6 Communities Accessing and Sharing Expertise (CASE) KM Pilot The IRS Criminal Investigation (CI) has established a structured database that captures and formalizes existing and new knowledge that is then shared throughout CI Facilitates skills and knowledge sharing of CI workforce Help CI personnel locate expertise in specialized topics Used to locate and share examples, templates, best practices, lessons learned, and training materials Present enabling dimensions: Content Management, Expertise Locator (IT), and Learning (in progress) Future Opportunities: Develop Agent Communities to produce new insights, protocols, guidelines, and practices; establish links between sources Key App #2: Advisory Systems Provides users with automated self-help Knowledge Repositories are searched to find appropriate content: Web Site Reference Previously Asked Questions (PAQ) & FAQ E-Training Modules Document Warehouse Data Warehouse and Data Marts Advanced Advisory Systems provide more powerful applications: Semantic Search Engines Performance Support Systems Expert Systems: Case, Rule, Network, Model, and Hybrid Simulations and Intelligent Tutoring Systems Advanced Advisory Systems rely on underlying content in Knowledge Repositories

7 Tax Administration Toolkit The Toolkit provides comprehensive knowledge and support for every aspect of tax administration Includes the Internal Revenue Manual, the authoritative source for tax policy, procedures, and guidelines Provides access to and research of tax law, regs, court cases, rulings, tax analysis, tax forms and publications Provides links to people and asset locator services, audit technique and law enforcement guides, industry information, training materials, and QA Present Results: Provides knowledge to all IRS employees and has more than returned its cost through improved performance Future Opportunities: Tax law and administration Performance Support and Help Desk, Expertise Locator, and Communities Advisory Expert Systems The IRS Artificial Intelligence Lab has produced over 50 prototypes of expert systems to meet various organizational needs: The Taxpayer Service Expert System helped front-line tax assistors in answering taxpayer questions on technical tax topics, greatly improving accuracy and completeness The Employee/Employer Advisor helped determine whether a taxpayer qualifies as an employee or employer according to 30 tax law indicators, greatly improving the accuracy of these complex decisions The Actuarial Advisor ensured that employers were not over-funding their pension plans in order to avoid paying taxes. This system has recovered over $100 million in unpaid taxes The Automated Issue Identifier System improved on the ability of revenue agents to correctly identify more potential issues for audit Another system improved Resource Allocation of cases to examiners

8 Key App #3: Knowledge Discovery Enables researchers to discover knowledge for a variety of goals: Prove Hypothesis Find New Concepts and Patterns Find Data Regularities: Find common patterns of value or interest Find Data Irregularities: Fraud detection Find Examples: Find all examples of concept, relationship, or pattern that satisfy the goal Optimize Across Competing Goals and Preferences: A variety of approaches can be used to discover new knowledge: OLAP -- On-Line Analytical Processing: Multidimensional modeling Data Mining and Data Visualization Text Mining and Natural Language Processing Link and Event Analysis Key App #3: Knowledge Discovery (Cont d) Data Mining Uses a Variety of Techniques from Statistics and AI: Statistics: Regression, Clustering, Discriminant Analysis Artificial Intelligence (AI): Expert Systems and Machine Learning Expert Systems: Case, Rule, Network, and Object-based Machine Learning: Concept Formation, Induction, Neural Networks, Genetic Algorithms, Case-Based, and Explanation-Based Learning Applications Areas for Knowledge Discovery: Find similar types of cases, problems, and requests for: legal, IT Help Desk, operational work, Quality control, and citizen support/research Find Data Irregularities and Outliers: Fraud detection Track Flow of Funds Understand, Classify, and Retrieve Text -- XML meta-tagging Decision Support Hypothesis and Scenario Testing

9 Large Case Analysis Enable IRS Criminal Investigation (CI) Special Agents to work very large, complex tax fraud cases with terabytes of data that otherwise could not be worked using traditional manual methods Case Analysis Procedure: Organize and classify case data/text into an electronic repository Explore and analyze electronic repository to discover additional evidence and data that support the case theory Compare company with industry practices and performance standards to identify potential discrepancies & fraud patterns Identify fraud using Data Mining, Text Mining, Applied Statistics, Link Analysis, Intelligent Agents, and Case-Based Reasoning Interim Results: Solved related case for another agency and greatly improved future operational protocol for data seizures Future Opportunities: Learn improved case organization and indexing, fraud detection, and case development methods Promising Future KM Applications Future App #1 - Content Management Convergence: Content is converging in format Content is converging in channel/platform delivery Content is easily customized for application reuse Future App #2 -- Unified Performance Support System: Integrates several KM tools including the previous apps into a seamless suite of services Competency and Career Management Help Desks Communities of Practice

10 Future App #1: Content Management (CM) Convergence CM defines what data, information, knowledge, experience, and expertise can be represented in explicit electronic form Defines allowable formats and types of content: Text: Documents, , Form Templates, Web pages -- Hypertext Data: Relational databases, flat files Multi-media: Charts, Graphs, Images, Audio, Signals Metadata: describes the taxonomy to structure and classify content Knowledge Repositories organize, store, and access explicit knowledge experience, and expertise for a domain Content Management Services: Information Retrieval Services: Indexing, Search, and Access Control (security/privacy) Web Services: Portal, Taxonomy, Search, Subscription, Authoring Future App #1: CM Convergence (Cont d) All content is converging towards one common knowledge representation: sharable, customizable, and reusable objects The content object representation derives from earlier symbolic AI Object and Frame methods with the following features: Objects describe concepts, entities, and events in a structured way All objects are categorized into classes within an object taxonomy Characteristics are automatically inherited from higher classes Objects can be easily specialized or customized from existing classes Objects hide their internals and communicate by passing messages Content objects have several properties in common with symbols: Component Modularity: One topic is described in text Packaging Protocols: The types of content are described Metadata: Classifies all objects into one or more categories or taxonomy Sequencing: Links objects together to achieve a larger purpose

11 Future App #1: CM Convergence (Cont d) Content Formats are converging into exchangable content objects: Web: Objects as Web pages E-Training: Sharable Content Object Reference Model (SCORM) -- the object format for e-training lessons and courses Learning Content Management System (LCMS) -- sequencing lesson objects into larger course objects Learning Management System (LMS) -- keeping track of student progress and preferences, course progress, learning objectives, Document Warehouses: Document and Record Management Systems are also converging into Content Management CM Delivery Channels are converging CM Applications are converging Dimensions for Content Customization Key to realizing business value is creating reusable and customized objects to meet both enterprise needs and specific audience needs Provide customized versions for differing audiences from the same core content differing access rights, context, purpose, and focus Customizable Content Dimensions: Organizational Context and Access Rights User Type: Enterprise, Employee, Manager, Contractor, Customer User Purpose: Reference Research E-Training Marketing User Proficiency: Novice, Practitioner, Expert Channel/Platform Delivery

12 Future App #2: Unified Performance Support System A Unified Performance Support System is the ultimate in: Knowledge Management and Expertise Management Performance Management and Improvement Organizational Learning Intellectual Capital Development and Management A UPSS provides integrated services enabled by IT: Performance Support: Online Help, Job Aids, Workflow Management Reference: Knowledge Repository, Lessons Learned, Best Practices Direct Assistance: Advisory Expert Systems and Help Desk Referral Assistance: Expertise Locator Directory and Community of Practice Collaboration: Group DSS, Discussion Forum, Virtual Teams Training: E-Training, LMS, Intelligent Tutoring Systems Competency and Career Management and Development Workload Management and Resource Allocation KM Proficiency Life Cycle Proposal IRS Criminal Investigation Special Agents identify & develop fraud cases for prosecution by Justice Dept The unit of work is the case; 18 months is average time to work 1. Novices are taught concepts and case exemplars in classroom by experts and senior practitioners 2. Novices apply concepts and examples to real cases under guidance of senior practitioners 3. Practitioners work cases and document their experiences & results from cases into a Case- Base (a type of expert system & a part of a knowledge repository) 6. Senior practitioners and experts engage in Communities of Practice and hold peer workshops to further develop their concepts, models and practices 7. Senior practitioners and experts also develop & refine Knowledge Repositories, consisting of documents and Expert Systems 4. Case-based reasoning expert systems are used to research and find similar cases 5. Experts abstract and generalize from cases and create models (Model-Based Reasoning), principles, rules (Rule-Based Systems) and guidelines

13 IRS KM Project Proposal Intellectual Capital Development Setting: 30% of Special Agent workforce eligible to retire within next three years Issues: How to capture the knowledge, experience and expertise of retiring Agents, and how to ensure succession planning is effective Disciplines: Learning Management System Career Development Program / Leadership Development Mentoring and Coaching Workforce Sourcing Recruitment Management Hiring and Promotion Retention and Succession Planning Rewards and Recognition Quality of Work Life & Work Environment Key Takeaways Business Strategy must precede KM Strategy The Virtuous Cycle of working from Strategy through welldefined needs and requirements to enabling KM Practice Areas and enabling KM Tools, Technologies, and Applications is the best approach to ensure success The Current Key KM Applications can be achieved now by any agency through applying existing capabilities and contracting for complementary and special needs The Future KM Apps can be achieved now by leading innovative agencies building on current successes The current and future IT opportunities in KM are very exciting, demanding, and dynamic