Managing Information and Knowledge in the Public Sector

Managing Information and Knowledge in the Public Sector

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For the public sector, which is globally the largest employer of people and repository of information, managing information and knowledge is an extremely problematic area to address. The essence of both resources is that they are intangible, their impact and value cannot be measured through traditional accounting methods, yet they are also, paradoxically, where the greatest value and potential for improvement is located. In this book Eileen Milner introduces the reader to the concepts of information and knowledge and explores a variety of tools and techniques which may be usefully adopted in actively managing and developing these resources. Wherever possible real-life public sector case studies and examples are used to illustrate good practice, as well as some of the pitfalls of poor application. Down-to-earth and taking into account the critically important characteristics unique to public services, this will be an illuminating text both for managers and policy makers already working in the public sector and for those considering doing so.However, it is perhaps wise to caution that the example of Centrelink should be viewed very much as a a#39;work in progressa#39;, the best opportunity ... So if we consider the draft policy statement of August 1997, we can see that a#39;key result areasa#39; in respect of service delivery were ... provide a single point of contact for customers; a€c ensure accurate, equitable, unbiased, consistent decision making; a€c encourageanbsp;...

Title:Managing Information and Knowledge in the Public Sector
Author:Eileen Milner
Publisher:Routledge - 2002-09-11


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