1. Knowledge and semantic technologies for agile and adaptive e-government 7th Global Forum on Reinventing Government: Building Trust in Government 26 – 29 June 2007 Vienna, Austria Prof. Gregoris Mentzas Director, Information Management Unit, http://www.imu.iccs.gr Institute of Communication and Computer Systems National Technical University of Athens

2. Information Management Unit / ICCS of NTUA Overview of Presentation(1) 2 2 3 3 1 1 4 4 KM and E-Government Agile and Adaptive E-Government Conclusions Semantic Technologies

3. Information Management Unit / ICCS of NTUA Data, Information and Knowledge Context Experience Skills Insights Access AssessAction  Static  Independent of individual  Explicit  Digital  Easy to duplicate  Easy to broadcast  Meaningless  Dynamic  Dependent on individual  Tacit  Analogue  Must be recreated  Face-to-face  Meaningful InformationKnowledgeData Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.073

4. Information Management Unit / ICCS of NTUA capability for effective action Organisational Knowledge is... TO knowledge that:  solves business problems  produces organisational value  enhances competitiveness FROM knowledge that is:  fragmented & dispersed  difficult to locate & share  redundant & inconsistent Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.074

5. Information Management Unit / ICCS of NTUA Where is organisational knowledge found? Organisational knowledge is created by individuals and is embedded / embodied in: Processes  Training  Documentation  Databases  Expert Systems  Formal  Informal  Policies  Procedures PeopleSystemsNetworks Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.075

6. Information Management Unit / ICCS of NTUA Organisational Knowledge Management is the new discipline of enabling individuals, teams and entire organisations to collectively and systematically create, share and apply organisational knowledge to better achieve organisational efficiency, responsiveness, competency and innovation Not just water-cooler discussions, but planned ICT, processes & behaviours Has been compared to OR! Reuse corporate knowledge Teams and communities are indispensable! Marshall knowledge to respond to threats and opportunities Improve employee skills Create and share new ideas The tools and the fusion are NEW! What is KM? Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.076

7. Information Management Unit / ICCS of NTUA Importance of KM in e-government Wealth of knowledge in Public Administrations  knowledge on the environment, on social welfare, on politics and strategies, on judicial decisions, on practices, etc Public Administrations as huge knowledge-intensive organisations  since they are collecting and processing data, information and knowledge about citizens, companies and other PAs KM challenges for public administrators  find successful ways for capturing, organising, sharing, distributing and exploiting the public administrations’ knowledge Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.077

8. Information Management Unit / ICCS of NTUA Managing knowledge for e-government ProcessesPeopleSystemsNetworks E-Citizens and Businesses Adaptive e-Gov Services Agile knowledge infrastructure Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.078

9. Information Management Unit / ICCS of NTUA Overview of Presentation(2) 2 2 3 3 1 1 4 4 KM and E-Government Agile and Adaptive E-Government Conclusions Semantic Technologies

10. Information Management Unit / ICCS of NTUA Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0710 The Semantic Web „The Semantic Web is an extension of the current web in which information is given well-defined meaning, better enabling computers and people to work in co-operation.“  [Berners-Lee et al., 2001]

11. Information Management Unit / ICCS of NTUA Central Semantic Web concepts Meta-data describe structured and unstructured data & information Meta-data are added to Web sites as annotations Annotations refer to generelly accepted ontologies Ontologies describe  the kinds of objects, as well as certain instances  the attributes of objects and  the relationships between objects as well as  the regularitities (axioms, integrity constraints, background knowledge)  in a defined part of the world  represented in a standardised, machine-understandable language (RDF, RDF(S), OWL)  after a group of actors has agreed on this conceptualization Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0711

12. Information Management Unit / ICCS of NTUA Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0712 Controller Manager Person rdf:subClass cooperatesWith rdf:hasRangerdf:hasDomain Ontology Dimitris Apostolou... Anno- tation Christos Halaris... <swrc:cooperatesWith rdf:resource = "http://www.imu.iccs.gr/index.php? option=com_content&task=view&id=64 #person_dapost"/> cooperatesWith Instance-of http://www.imu.iccs.gr/index.php?option=com_content&task=view&id=64 Web Page http://www.imu.iccs.gr/index.php?option=com_content&task=view&id=63 URL Linked Objects: Links have explicit meaning

13. Information Management Unit / ICCS of NTUA Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0713 Riding the Semantic Wave

14. Information Management Unit / ICCS of NTUA Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0714 Commercial interest is emerging… Slide from Mils Davis Major companies are joining the semantic wave Commercial interest in Web 3.0 — or the “semantic web” — is only now emerging Entrepreneurs See a Web Guided by Common Sense, John Markoff, November 12, 2006 The next big thing in data management takes skill, time, and experience. These tips should help you get the most out of the Semantic Web The Future of the Web, Rachael King, April 2007

15. Information Management Unit / ICCS of NTUA Consultants Confirm the Trend “By 2010, ontologies using strong knowledge representations will be the basis for 80 percent of application integration projects (0.8 probability).” "Products with evolutionary vocabularies (ontologies) will win out. [...] Ontology-aware software agents will succeed -- others will age rapidly. ” “The Semantic Web.... will allow much better search, information access and data interoperability ” Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0715

16. Information Management Unit / ICCS of NTUA But… still many open issues Economic aspects of semantic applications Ontology and metadata creation methods, tools, ergonomics, and reuse Ontology and metadata quality Ontology evolution in practice Tool functionality and quality Reference ontologies and reference architectures Relationship between semantic applications and legacy Explanations and user acceptance of inferencing... Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0716

17. Information Management Unit / ICCS of NTUA Overview of Presentation(3) 2 2 3 3 1 1 4 4 KM and E-Government Agile and Adaptive E-Government Conclusions Semantic Technologies

18. Information Management Unit / ICCS of NTUA Semantic technologies for agile e-government E-Citizens and Businesses Adaptive e-Gov Services Agile knowledge infrastructure Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0718

19. Information Management Unit / ICCS of NTUA Going from the current situation… “We live in an age of information overload, where attention has become the most valuable business currency.” T. Davenport and J. Beck: “The Attention Economy: Understanding the New Currency of Business” Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0719

20. Information Management Unit / ICCS of NTUA Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0720 … to semantic agile e-government Collaboration Documents Attention Assist the KW in daily knowledge–based tasks  Support information sharing  Enhance collaboration  Transfer changes according to his preferences

21. Information Management Unit / ICCS of NTUA From change to attention management Components of the AMS:  preference editor preferences are defined wrt. the changes in the knowledge sources  aggregating & scoring module that enables the combination of the preferences from several sources  query interface that enables querying the repository New documents New comments New versions of documents New discussions New knowledge items relevant for the current task changesattention Change propagation Change representation Change ontology Preference ontology Information ontology Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0721

22. Information Management Unit / ICCS of NTUA Semantic technologies for adaptive services E-Citizens and Businesses Adaptive e-Gov Services Agile knowledge infrastructure Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0722

23. Information Management Unit / ICCS of NTUA E-government service delivery problems Lost-in-hyperspace problem  In the rich link structure of a portal, users can easily get overwhelmed and become unable to navigate effectively One-size-fits-all problem  Websites provide (from the user’s point of view) relatively static content and are viewed by diverse users. This may: cause difficulty for those who have less background be redundant for those who already know the information be uninteresting for others Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0723

24. Information Management Unit / ICCS of NTUA data about users‘ behaviour knowledge about users‘ preferences information enriched with eGovernement context usage in on-line services e.g. „problems in filling-up a form“ “problems in filling-up a form in the process of issuing a driving license for foreigners, by some users” „there is a group of users (low language skills) which need more information about the issuing licences“ „customize workflow execution: If the user is from this group, then present more information“ Semantics for adaptive e-government services Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0724

25. Information Management Unit / ICCS of NTUA Overview of Presentation(4) 2 2 3 3 1 1 4 4 KM and E-Government Agile and Adaptive E-Government Conclusions Semantic Technologies

26. Information Management Unit / ICCS of NTUA Pilot applications of research prototypes Agile knowledge-based e-government:  Poland Urzad Miasta Czestochowa – the City Hall of Czestochowa  Slovakia City ward Kosice  Hungary Ministry of Informatics and Communication Adaptive e-government services:  Greece Ministry of Interior, General Secretariat of Public Administration  Austria City of Voecklabruck  Serbia Ministry of Science And Environmental Protection Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0726

27. Information Management Unit / ICCS of NTUA Events on KM and Semantics in eGovernment 1 st International Symposium on the Semantic Web and eGovernment, 2006 AAAI Spring Symposium Series, Stanford University, USA, March 27-29, 2006  http://www.imu.iccs.gr/sweg/ http://www.imu.iccs.gr/sweg/ Workshop on Semantic Web for eGovernment, within the 2006 European Semantic Web Conference, Budva, Montenegro, 11-14 June, 2006  http://www.imu.iccs.gr/semgov/ http://www.imu.iccs.gr/semgov/ Workshop on Future eGovernment Research, Helsinki, IST 2006 Conference, 22 November 2006  http://www.imu.iccs.gr/events/future-egov/ http://www.imu.iccs.gr/events/future-egov/ Workshop on Knowledge and Semantic Technologies for e-Participation, Athens, Greece, 5 December, 2006  http://www.imu.iccs.gr/events/kmworkshop/ http://www.imu.iccs.gr/events/kmworkshop/ Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0727

28. Information Management Unit / ICCS of NTUA Applicability of Semantics to e-Government Many parts of the e-gov domain are relatively formal  by their very nature There are many (inevitable) aspects of heterogeneity  But also: enormous potentials by information integration Many parts of the „business“ have to be compliant to regulations and laws Additional aspect: privacy! Many aspects are pure „knowledge work“ Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0728

29. Information Management Unit / ICCS of NTUA Key issues to be considered Knowledge Management should be holistic It fuses: people and culture issues intra- or inter-organisational business processes IT tools Knowledge Management is a means to an end  not an end in itself The end is performing work better, faster and smarter Knowledge cannot be managed  only its environment can be managed! Prof. G. Mentzas7th Global Forum on Reinventing Government, 26–29.06.0729

30. Thank you! Prof. Gregoris Mentzas Information Management Unit (IMU) Institute of Communication and Computer Systems (ICCS) National Technical University of Athens(NTUA) http://www.imu.iccs.gr with contributions from Andreas Abecker, Nenad Stojanovic and Ljiljana Stojanovic (FZI, Germany), Dimitris Apostolou and Spyros Dioudis (ICCS, NTUA)