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2. Agenda Positions the present Knowledge Management effort and presentation Context Crafts UNDP’s future state as a world-class Knowledge Management Organization KM Vision Summarizes the top KM initiatives identified and possible deployment scenarios KM Initiatives Assesses UNDP’s current state from the perspective of its Knowledge Management capability KM Present

7. The Knowledge-enabled Country Office UNDP as the e-Development Advisor of Choice The KM vision is about big changes and instilling a constant focus on delivering valuable research into UNDP’s everyday practices Personalization, multi-channel access and on-demand access to specialists are key aspects of that vision The Internet and specific KM technologies provide the UNDP with the opportunity to create virtual communities of practice between governments, donors, the research community, and international development organizations resulting in a environment where each Country Office is the center and repository of our collective Development knowledge Web Content Mgmt. Search Engine Portals

9. Plotted along these five axes, UNDP’s KM current state shows both progress to-date and the remaining gaps Content Mgmt. Processes and Specific Functions (e.g., Editorial) not in place 2. Tools and Technology 4. Communities 5. Overall UNDP Infrastructure 1. Content Management 3. Staff/Policy Alignment Practice Communities Content Mgmt. System Learning Center Connectivity To all COs Base Taxonomy SURFs Knowledge Networks Practice Areas Search Engine E - Documentation Practice Mapping KM Tools not operational Incentives are not aligned HR processes not all operational Portals, Communities still in infancy Specialists Staffing External bleu line represents best KM organization Green line represents UNDP’s current state Legend:

15. The recommendation is to target Scenario 2 subject to donors funding availability. Should funding be insufficient, a tailored Scenario 3 will be defined within the then-projected budget Deployment Options

16. Appendix: Initiative Briefs C1. Standard Setting/Branding Function C2. Content Capture Function C3. Codification/Indexing Function C4. Editorial Function C5. Peer Review/QA Function C6. Satisfaction Survey/Feed-back Loop C7. Agenda Setting/Revised Practice Area Planning Function C8. Customer Support Function C9. Speech Writing Support Function/Knowledge Sourcing Center C10. Donor Intelligence Function T1. KM Portal - Branded Shell T2. Personalization Tools T3. Content Management System T4. Search and Taxonomy/Indexing T5. eDocumentation and ePublishing T6. KM Collaboration Tools T7 Request Tracking System T8. KM Databases and Directories T9. Value Analysis Tools T10. Customer Relationship Management (CRM) S1. “Practice Specialist” Career Track S2. Performance Indicator Strategy S3. Corporate Staff Leveraging S4. Communication Strategy S5. Competency Directory N1. In-Country Networks N2. Communities of Practice Re-organization N3. Cross-cutting Communities N4. UN Knowledge Network N5. G lobal Expert Networks I1. KM Learning Program I2. Operations/Maintenance Strategy I3. Infrastructure Upgrade

18. Content Management (Continued) C8. Customer Support Function The intent is to let clients direct inquiries to our analysts, either by e-mail, phone, virtual workshops, and even face-to-face interactions if needed. The intent is also to continuously monitor the efficiency of our knowledge delivery. This initiative covers the function needed to allow the logging, tracking, and triaging of information requests, as well as the facilitation of interactions (e.g., organization of a virtual workshop). Part of that function’s role is to shelter our analysts’ time while allowing a beneficial, two-way interaction when needed. C9. Speech Writing Support Function/Knowledge Sourcing Center UNDP produces an inordinate amount of speeches. There is a pending demand to search for prior speeches on similar topics/data to support a new speech. This initiative covers the creation of an executive support function to answer speech/data queries. C10. Donor Intelligence Function This initiative covers the development of a function designed to coordinate donor information (including up to date contacts) throughout UNDP. Primary Phase 0 “ Content Management” Deliverable Overall organization chart, with role definition, staffing and location recommendations. High policies and procedures for each initiative.

19. Tools & Technology Overall objective: To select, deploy, and operate the integrated set of tools needed to support knowledge management T1. KM Portal - Branded Shell The Knowledge Management Web-based portal is the organization branded launchpad providing access to all knowledge tools, directories, databases and communities. An staff member or affiliate's access to local, regional and global knowledge systems is controlled by the role-based login. T2. Personalization Tools The KM portal's personalization tools utilize role-based definitions, profile settings controlled by the user, and optionally, usage patterns of the user and others to customize the portal with user appropriate content and alerts. T3. Content Management System The Content Management System provides tools to manage the acquisition, preparation, categorization, presentation, and archival of multiple content types. T4. Search and Taxonomy/Indexing The search engine uses knowledge domain taxonomies, metathesauruses, content indexes, user profiles to yield highly targeted and prioitized search results. T5. eDocumentation and ePublishing Documentation Management indexes the organization's documents and parts of documents of multiple types (on-line formatted, scanned, photos, sound, video) for access on-line (if available) or in printed form. Demand Publishing produces "just in time" printed documents (including compendiums of selected sections) on request to multiple locations. T6. KM Collaboration Tools KM Collaboration Tools include project management teamrooms, live videoconferencing, whiteboard on-line collaboration, chatrooms and discussion threads to facilitate collaboration of teams or communities. T7 Request Tracking System A Request Tracking System tracks the client source, contact information, channel, type, status of requests for knowledge based requests, suggestions and client interactions. It also supports a view over time of contacts from a single client source through various channels (phone, email, Web) and provides a repository for trend analysis. T8. KM Databases and Directories KM Databases include knowledge bases to support specific domains or disciplines and knowledge directories linking users to knowledge experts and repositories. T9. Value Analysis Tools Value Analysis Tools leverage data from Client Surveys, on-line Personalization trending and cross-channel Request Tracking to evaluate and attribute value to an organization's knowledge assets. T10. Customer Relationship Management (CRM) Customer Relationship Management tools can be used to maintain a knowledge base of contact information, interactions, activities and interests of UNDP's clients and potential donors. Primary Phase 0 “ Tools and Technology” Deliverable Overall technical architecture showing tools/technology interactions and interfaces. High level hardware capacity planning. High level design of the primary screen flows/online interactions.

22. Networks and Communities Overall objective: To build and support communities of interest and communities of practice N1. In-Country Networks This initiative covers the creation by CO staff of in-country knowledge networks, comprised of project staff and practitioners in the development community and in Government. Whenever a committee, a working group, or a professional association is established, UNDP can play the role of facilitator by creating a network through a mailgroup (using the local language where appropriate.) The UNDP staff member acts as a bridge between the global knowledge networks and the in-country networks adding value to the knowledge product. N2. Communities of Practice Re-organization This initiative covers the re-organization of existing communities of practice/ knowledge networks with the aim of rationalizing the number of- and improving the quality of the Knowledge networks to allow for more effective, efficient knowledge sharing. Guidelines and policies/procedures will be finalized and then systematically introduced. Compliance to the guidelines will be assured by making this part of the task of Knowledge Network Facilitators, and incorporated into an agreement when individual staff members subscribe to a network. N3. Cross-cutting Communities This initiative covers the development of ad-hoc communities of practice and communities of interest, outside of the established practice delimitations. N4. UN Knowledge Network A large component of the project “knowledge sharing to support the achievement of the MDGs” involves establishing communities of practice with UN sister agencies. Agreements will be reached with interested agencies to apply the approach developed by UNDP, offering them access to facilitation resources, and to the network and codification processes developed or under preparation. Communities will be encouraged to link their agendas to a global “UN knowledge Services” approach. Non-resident UN Agencies will be urged to work more closely with SURFs as a way to link their support services with country support. Linkages with professional communities will be expanded for research, consulting support or professional development. This initiative covers the definition of a strategy for linking UNDP into a UN-wide Knowledge Network. N5. G lobal Expert Networks UNDP professionals should join (or initiate, where they don’t exist) expert external networks in the field of their professional expertise e.g. with UN System agencies, other donor agencies, the NGO community, research organisations, think-tanks, academic institutions and professional associations. These networks would be a source of talent for UNDP’s own policy support services, and would promote information sharing among professional peers, increasing the total knowledge about what works and what doesn’t in development. This initiative covers the definition of a strategy for linking UNDP into a large Development Knowledge Network. Primary Phase 0 “ Networks and Communities” Deliverable Communities guidelines, policies and procedures. White paper of UN/Global Expert Network collaboration possibilities.

23. Infrastructure Overall objective: To ensure a UNDP-wide enabling infrastructure is in place I1. KM Learning Program This initiative covers the development of a KM training curriculum, using wherever possible an ‘action learning and review’ approach. I2. Operations/Maintenance Strategy This initiative covers the definition and deployment of UNDP’s ongoing KM operations. I3. Infrastructure Upgrade This initiative covers the definition and upgrade of UNDP’s infrastructure (including CO connectivity), if needed, to support KM applications. Primary Phase 0 “ Infrastructure” Deliverable Definition of UNDP’s KM-related maintenance/operations needs. Preliminary analysis of UNDP’s infrastructure upgrade requirements, if any.