1. 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

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

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”
PERT (Program Evaluation Review Technique)

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”
PERT (Program Evaluation Review Technique)

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

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

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.
PERT (Program Evaluation Review Technique)

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

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
PERT (Program Evaluation Review Technique)

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
PERT (Program Evaluation Review Technique)

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

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. 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

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. 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)

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
PERT (Program Evaluation Review Technique)

22. 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)

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
PERT (Program Evaluation Review Technique)

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

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
PERT (Program Evaluation Review Technique)

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