Public Management Information Systems Implementation and Maintenance Sunday, August 04, 2019 Hun Myoung Park, Ph.D. Public Management & Policy Analysis Program Graduate School of International Relations

Information Systems Failure 1 Large-scale IT projects are prone to fail Low “take-up rate” or adoption rate 60% of all e-government initiatives failed (Gartner Group, 2002) Due to sunk cost, failed projects are not easy to be canceled. In both the public and private sectors Not only in developing counters but also in developed countries like U.S.

Information Systems Failure 2 Large and complex tasks Less commitment of stakeholders Lack of support for end users Lack of planning, vision Adopting cutting edge technology Technology or service provision approach Short time horizon and turbulent environments

Success Factors 1 Incremental approach to consider a variety of stakeholders Phased implementation and parallel implementation are preferred Task-technology fit rather than cutting-edge technology User friendliness, client-oriented approach rather than technology or service provision approach

Success Factors 2 Participation in system analysis & design stages Users’ motivation, commitment, communication Continuing education and training Leadership and management supports Goal clarity, organizational culture, project management

Success Factors 3 IT expertise and managerial skills Standardization and data sharing Process and software reengineering: “process reengineering must precede task automation” Adequate budgeting and time horizon Total cost rather than development cost Long-term perspective

System Development Life Cycle Investigation (planning) Systems analysis Systems design Systems development Systems implementation System maintenance

System Testing 1 Unit testing for individual programs System testing for entire programs ensures “the program output can be used as input for another program within the system” Volume testing with data ensures “the entire system can handle a large amount of data under normal operating condition” PERT (Program Evaluation Review Technique)

System Testing 2 Integration testing for all related systems ensures “the new programs can interact with other major applications.” Acceptance testing by users ensures “the new or modified system is operating as intended” Security testing ensures “sensitive data remains protected from hackers and spies” PERT (Program Evaluation Review Technique)

System Testing 3 Alpha testing using simulated data (primarily by programmers and experts) Beta testing using real data (users) PERT (Program Evaluation Review Technique)

System Implementation System installation (hardware and software) Education and training (people) Data conversion (data migration) Testing Start-up Documentation PERT (Program Evaluation Review Technique)

Start-up Strategies 1 Direct (plunge or direct cutover) approach To stop the old system and start the new system at the same time Fast, but Risky due to potential problems and error Least recommended especially in the public sector. PERT (Program Evaluation Review Technique)

Start-up Strategies 2 Parallel approach runs both old and new systems for a while. Less risky but Costly PERT (Program Evaluation Review Technique)

Start-up Strategies 3 Phase-in approach (phased or piecemeal approach) phases in a component of the new system and then that of old system is slowly phased out. This gradual replacement is repeated for each of other components (programs and/or applications) Time consuming, but less risky This incremental approach is desirable PERT (Program Evaluation Review Technique)

Start-up Strategies 4 Pilot approach runs the new system for a subset of users (unit or group) first. If successful, then implement to other subsets or units. Better for groups that perform the similar tasks Time consuming but less risky PERT (Program Evaluation Review Technique)

Documentation 1 Compile documentation including manuals and various forms and reports. Manuals (End) users Operators/administrators Programmers

Documentation 2 Description of the program (software) development Data dictionary describing attributes’ name, type, length, and other characteristics Keep source programs (as opposed to object program) for the future purpose (e.g., to check irrelevant change/mistake).

System Operation Help desk for technical support Manuals Walk-in, phone Mobile devices Live chat Manuals Continuous education and training Role of peer-to-peer help Part of work that needs incentives

System Monitoring Continuous Beta testing Logical and run-time error Data related issues Monitor software and hardware use Monitor people’s behavior Detecting threats (malicious software) Users’ satisfaction and feedback

Software Maintenance 1 Often more costly and difficult “[B]ecause maintenance programs spend an estimated 50 percent or more of their time deciphering poorly written, undocumented program code, they have little time to spend on developing new, more effective systems” (p.566) PERT (Program Evaluation Review Technique)

Software Maintenance 2 Reasons for system update Changes in business process Changes in regulations and policies Requests from stakeholders (users) Bugs and errors of the systems Hardware problems Caution in case of outsourcing PERT (Program Evaluation Review Technique)

Software Maintenance 3 System update System test needed again Slipstream upgrade: minor code adjustment and bug fix Patch: minor change to correct a problem and add enhancement to the system. Release: significant program changes requiring changes in documentation. Version: major program changes System test needed again PERT (Program Evaluation Review Technique)

Hardware Maintenance Fix hardware Upgrade hardware Lease hardware Sell old hardware Data must be removed permanently Recycle and dispose hardware Data security Environmental effect PERT (Program Evaluation Review Technique)

Data Security Disaster recovery planning Access control including physical access Data masking Data backup Data erasure PERT (Program Evaluation Review Technique)

People, & Rules People who use information systems Education and training Client-oriented information systems Rules and procedures to use information systems Legal support Institutional support PERT (Program Evaluation Review Technique)

Conclusion Iteration & ongoing process Keep monitoring system operation and threats (machines and people) Keep listening to users’ voice Update systems continuously and timely Spend the major portion of time and money analyzing and designing rather than developing information systems