1. Public Management Information Systems Implementation and Maintenance Friday, June 10, 2016 Hun Myoung Park, Ph.D. Public Management & Policy Analysis Program Graduate School of International Relations

2. 2 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.

3. 3 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

4. 4 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

5. 5 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

6. 6 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

7. 7 Software Development Life Cycle 1.Investigation (planning) 2.Systems analysis 3.Systems design 4.Systems development 5.Systems implementation 6.System maintenance

8. 8 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”

9. 9 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”

10. 10 System Testing 3  Alpha testing using simulated data (primarily by programmers and experts)  Beta testing using real data (users)

11. 11 System Implementation  System installation (hardware and software)  Education and training (people)  Data conversion (data migration)  Testing  Start-up  Documentation

12. 12 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.

13. 13 Start-up Strategies 2  Parallel approach runs both old and new systems for a while.  Less risky but  Costly

14. 14 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

15. 15 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

16. 16 Documentation 1  Compile documentation including manuals and various forms and reports.  Manuals –(End) users –Operators/administrators –Programmers

17. 17 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).

18. 18 System Operation  Help desk for technical support –Walk-in, phone –Mobile devices –Live chat  Manuals  Continuous education and training –Role of peer-to-peer help –Part of work that needs incentives

19. 19 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

20. 20 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)

21. 21 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

22. 22 Software Maintenance 3  System update -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

23. 23 Hardware Maintenance  Fix hardware  Upgrade hardware  Lease hardware  Sell old hardware -Data must be removed permanently  Recycle and dispose hardware -Data security -Environmental effect

24. 24 Data Security  Disaster recovery planning  Access control including physical access  Data masking  Data backup  Data erasure

25. 25 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

26. 26 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