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Making Smart IT Choices: Understanding Value and Risk in Government IT Investments

Abstract

Introduction

PART ONE: ASSESSING INNOVATIVE USES OF INFORMATION TECHNOLOGY

Chapter 1. The risks of IT innovation in government

Chapter 2. The analysis and evaluation process

Chapter 3. Preparing a business case

Chapter 4. Presenting your business case

PART TWO: SMART IT SKILLS, TECHNIQUES, AND TOOLS

Introduction to Smart IT skills, techniques, and tools

Skills for working with groups

Information gathering techniques

Tools for Phase 1 -- Understanding the problem and its context

Tools for Phase 2 -- Identifying and testing solutions

Tools for Phase 3 -- Evaluating and making smart choices
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Chapter 3. Preparing a business case

Preferred approach

The next step is to describe how you will solve the problem and achieve your vision. Write a brief statement that describes the approach you plan to take.

A statement of approach includes the:
  • participants and their roles
  • customers or beneficiaries and how they will be affected
  • methods and strategies to be used
  • innovations and other changes needed to solve the problem
Your statement should begin with a sentence or two that convey the essential elements of your approach. It then addresses those elements in more detail.

When discussing your approach, describe the key factors that underlie your choice. For example, you may need to address the following issues:
  • how stakeholders will be involved
  • how decision making will be managed
  • how needed skills will be used, developed, or acquired
  • how prototyping or pilot testing will be used
  • where existing systems and processes fit with the proposed system, or how they need to be changed
  • how necessary data will be identified, shared, and integrated
  • how funding will be acquired, used, and managed
Sample summary of a preferred approach
While many different stakeholders have an interest in this problem, we believe an approach that first meets the information needs of the Division lays the best foundation for serving local needs. The underlying weaknesses of our current information resources lie in a lack of records-oriented policies, practices, and business processes. We therefore recommend an approach that begins with the appointment of a Contact Information Manager to oversee the development of an overall records management policy, an electronic records policy, redesigned business processes, and the selection and implementation of electronic document management software. The second element of our approach is the establishment of a Municipal Affairs Communications Center and a statewide 800 number, staffed by customer service representatives to handle or direct all incoming calls, mail and correspondence. Third, we should create a comprehensive customer information directory database available to all staff and to other agencies who deal with local governments. This approach entails reorientation and retraining of existing staff as well as the addition of some new positions. It also requires significant redesign of current business processes and practices and the development and field testing of software systems to support them.