Integrative document management in local government: A case study in IT innovation
Asprey, Len & Middleton, Michael R. (2004) Integrative document management in local government: A case study in IT innovation. In Khos-Rowpour, Mehdi (Ed.) Innovations through information technology : proceedings of the 2004 Information Resources Management Association International Conference, May 23-26 2004, New Orleans, LA. USA.
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A City Council administration in Victoria, Australia developed a vision for a Corporate Information Management Strategy (CIMS), and envisaged that CIMS would provide the foundation for the organization to make better use of its knowledge. This would be achieved by implementing better management controls over its information assets and by enabling staff to search and retrieve relevant information within its overall business context, without having to resort to time-consuming manual processes. This strategy embraces an integrative approach involving the development and implementation of information and document management policies, principles, practices, information systems and technology with the view to: Securing the Council's information assets; helping the Council to exploit its knowledge capability through a well structured, shared, self managed and well used information management environment, and enabling authorised staff to locate relevant information quickly, with the assurance that they are accessing the correct information. The Council envisaged that CIMS would provide the foundation for the organisation's development as a knowledge organisation, by implementing better management controls over its information assets and by enabling staff to search and retrieve relevant information quickly within its overall business context, without having to resort to time-consuming manual processes. The Customer Request Tracking System (CRTS) project is the first in a program of projects designed to help the Council achieve its overall vision for CIMS. This case study reviews the CRTS project, which is Phase 1 of CIMS, and evaluates the effectiveness of its implementation.
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|Item Type:||Conference Paper|
|Additional Information:||For more information, please refer to the publisher's website (see link) or contact the author. Author contact details: m.middleton @qut.edu.au|
|Keywords:||Document management, Local government, Information systems, Information management, Information strategy, Case study, Customer services|
|Subjects:||Australian and New Zealand Standard Research Classification > STUDIES IN HUMAN SOCIETY (160000) > POLICY AND ADMINISTRATION (160500) > Policy and Administration not elsewhere classified (160599)|
Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600) > Information Systems Management (080609)
|Divisions:||Past > QUT Faculties & Divisions > Faculty of Science and Technology|
|Copyright Owner:||Copyright 2004 Idea Group Publishing|
|Deposited On:||23 May 2006|
|Last Modified:||03 Mar 2011 15:41|
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