Challenge:
The Queensland Department of Education and Training is a large government organisation, employing about 75,000 staff. As a data-rich organisation, capturing and sharing accumulated information and knowledge presents challenges for the organisation’s Information & Technologies Branch. Following an internal restructure, Information & Technologies engaged Glentworth to assist in guiding them towards more efficient and effective knowledge management processes. The goal was to enable the organisation’s employees to better ‘self-help’ rather than requiring Information & Technologies to troubleshoot or to locate particular information or documents on their behalf. To better streamline this process, Glentworth was called upon to indentify the current state of information and knowledge management throughout the organization, with the view of finding clear solutions.

Solution:
Glentworth conducted a series of workshops as well as interviews with 23 different people representing different business units within the organization. Glentworth also conducted a series of document discovery activities to review the accessibility of different types of information. The intranet, desktop drives, shared drives and other tools were also put under the microscope and Glentworth made a series of recommendations.

Result:
Through better information and knowledge management systems, Information &Technologies will be able to provide the tools for staff to ask the questions they want to ask and obtain the information they need without requiring technical assistance.
David O’Hagan: Chief Information Officer, Information & Technologies:

“The result was very successful and Glentworth provided some very pragmatic advice along with practical solutions, which we have been able to implement on our own. Before Glentworth’s review, as an organization we felt we were awash with data, but that the utilization of that data was not quite mature. We now feel we have a framework and a roadmap to build a better information service for our clients. Glentworth is extremely knowledgeable in the field of knowledge management and has once again, lived up to its track-record of working successfully with large organizations.”