Richard Fahy, Lutheran Community Care
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Information, knowledge and process management focusses on capturing meaningful and relevant data to assist evidencing multiple areas of an organisation. A few key areas may include:

  1. The organisation is on track and demonstrating it is achieving its strategic goals
  2. The organisation can demonstrate clear policy and procedure and track required changes
  3. A clear understanding of what technology is best suited to support the organisation and risks associated with it
  4. Delivery of the services is provided in a consistent and high quality manner
  5. Gaps/weaknesses in the organisational capacity can be evidenced and acted upon as required
  6. Development of a knowledge asset/portal ensures organisational knowledge is retained and not subject to risk with transitioning staff.

As part of an organisations continual development and growth it is critical that an objective toolkit such as the Organisational Development Toolkit (ODT) form part of the mapping process. The ODT has been designed for the Social Services sector allowing for a relevant framework for organisations to reflect on when conducting their readiness analysis.


As with all organisational change this can be a challenging area to deal with because there are so many elements to deal with such as funding reporting, technology, and risk management. This requires a clear map and plan. Many organisations may use multiple platforms for storing information from Customer Relationship Management (CRM) to Quality Improvement and clinical programs. Be warned, the more platforms that you are attempting to integrate into your organisations, the more the risk of siloed data. It is really important to have a clear oversight on what information you may want to take advantage of without drowning in data. Usually, the bigger the organisation the greater the risk of this happening. If you have an Information and Communications Technology (ICT) manager ensure you are clear about what needs you have prior to selecting or shaping your platform.

First things first: start with the end in mind

Ensure the organisation has a clear understanding of what its strategic goals are and that it can demonstrate that these are being measured through performance indicators.

Approach the mapping exercise through the ODT to identify where the organisation may be have governance or process opportunities for improvement.  These should be approached systematically and ensure the risks have clear management paths in place.

Worry about the technology last. Remember the technology is only a tool to help aggregate and make sense of information an organisation collects in an efficient and well organised manner. It will not define what your organisation needs for success. Use the ODT to assist you with this process. Once you have a clear understanding of what information systems you have in place and where there are gaps ensure that the technology will assist to bolster this.

Other information, knowledge and process management resources on Community Door

The Organisational Development Toolkit: particularly section seven (information, knowledge and process management)

Professional development resources developed through the sector readiness initiative

Organisational development modules (particularly module one)

A recording of the organisational health check-up webinar held in August 2015, and associated resources

The technology, reporting and planning and evaluation resources on Community Door

StudioQ: Interviews, podcasts and videos on many topics, including technology, planning and process management

A list of external resources around information, knowledge and process management

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