Describe the Impact of ICT on Workflow Working

Describe the Impact of ICT on Workflow, Working Practices and Management and Security of Information ITFM Outcome 2 © Inspiring Education 2006

Learning Outcomes The impact of ICT on workflow n The impact of ICT on working practices n The impact of ICT on the management and security of information n © Inspiring Education 2006 2

What is meant by the Term WORKFLOW? n Workflow is the way in which information is processed. n In order for workflow to be effective information must be gathered and processed in a manner which is cost-effective, easy to access and quick. n The developments of ICT have enabled this process to become exceptionally efficient. © Inspiring Education 2006 3

In what way has ICT improved WORKFLOW? n ICT has dramatically improved workflow in a number of ways: ¨ Enhanced Communication. ¨ Information can be shared easily. ¨ Resources can be used to their optimum level. ¨ Tasks are completed at a faster rate. © Inspiring Education 2006 4

The Impact of ICT on an organisation's WORKFLOW: COMMUNICATION n Employees are able to communicate with one another globally and some communications can even be instantaneous. This is achieved through the use of email. n E-mail is a facility which enables messages to be sent immediately. The recipient is able to reply to the sender adding any further comments or attachments. This really enhances workflow as information can be edited and manipulated by a number of people without either having to leave their own workstation! Attachments can be sent via e-mail which is an excellent tool in enabling all those concerned to actually see the true content of what is being discussed. Amendments and comments can be given; solutions can be provided – all these factors contribute to improving the decision making process. n Another beneficial factor of e-mail is that distribution lists can be created which means that a large number of e-mail addresses can be grouped together as one to prevent the sender having to key in numerous addresses every time a communication is required. © Inspiring Education 2006 5

The Impact of ICT on an organisation's WORKFLOW: SHARING INFORMATION n Information can be shared very easily which speeds up the organisation's workflow as decisions can be made faster. n Examples of the way in which ICT impacts workflow are: ¨ The Human Resources Department will have a centralised database of all employee records. The Training Manager can easily access this information to assess which employees are due to attend the web design training course and inform those concerned. ¨ The Purchases Manager will be able to access the centralised database of supplier information and easily identify which orders have been received and which are overdue. This assists workflow in the sense that problems are easily identified and communications can occur which will speed up the delivery. ¨ The Administrative Assistant can access employees electronic diaries to arrange a suitable venue and time for a staff meeting. This results in a very efficient planning aid which impacts positively on an organisation's workflow. ¨ Employees can access the organisation's INTRANET and discover more about the policies and procedures. © Inspiring Education 2006 6

The Impact of ICT on an organisation's WORKFLOW: KEY BENEFITS n Already the discussion highlights many benefits that ICT has impacted on an organisation's workflow. To summarise, the following identifies the ways in which workflow is enhanced as a result of ICT: ¨ Employees can communicate with one another quickly and efficiently resulting in a very efficient decision making process. ¨ Information can be accessed by all authorised personnel at the same time – this greatly contributes to the employee’s time management. Furthermore, there is less chance of documents being misplaced or getting lost – greater security of information. ¨ Employees can concentrate on their tasks at their own work station – information can be accessed without the need to physically go looking for it, again time is saved and the employee can focus on reaching his/her deadlines. ¨ Although initially expensive to set up, ICT is a highly cost-effective resource as many benefits are received by all employees resulting in the organisation being a highly efficient and productive unit. © Inspiring Education 2006 7

In what way has ICT impacted on WORKING PRACTICES? n ICT has dramatically impacted on working practices in a number of ways: ¨ Employees are no longer required to work in the office as the level of ICT enables them to communicate with colleagues and customers wherever they are based. As a result of this, many employees carry out their daily activities from home. ¨ Organisations create a system of hot-desking which results in a far more cost effective use of their premises and personnel. ¨ The use of video-conferencing and audio-conferencing enables employees, customers etc to meet within a global environment. Meetings can be arranged for appropriate times resulting in a highly cost-effective use of time as there are no travel or accommodation costs incurred. To find out more about the impact of ICT on working practices, refer to Administrative Services outcome 2 © Inspiring Education 2006 8

The Effectiveness of Data Management n ICT has enabled organisations to create data management systems which enables vast amounts of information to be stored and accessed by both internal and external parties (it is imperative that appropriate security measures are installed to ensure the protection of information from unauthorised users). n What type of information is stored in a Data Management System? Information on all the employees of the organisation. For example, each individual user name and password; salary details; personal information. ¨ Information on all the organisation’s customers and suppliers. For example, names and addresses; old and new etc. ¨ Information on all the organisation’s products and services. For example, prices, features, special offers etc. ¨ Information regarding the organisation’s policies and procedures. ¨ n Information is the lifeblood of any organisation therefore it is imperative that all information is securely stored and accessed at all times and that it is always up-to-date. © Inspiring Education 2006 9

What is a Centralised Data Management System? n A centralised data management system is one which is controlled and monitored by a particular group of people or a department. n Often in a large organisation the Information Systems Division will be responsible for creating, implementing and evaluating an organisation’s centralised data management system. n The features of an efficient centralised data management system are: ¨ The ICT needs of each individual employee/department can be easily identified and met. ¨ Once a reliable supplier has been chosen, the ICT equipment throughout the whole organisation can be standardised. ¨ The software installed can also be standardised across the organisation. This is a very essential feature in determining the impact of ICT on the organisation’s workflow because if it is standardised it means that all tasks and communications will be compatible with one another allowing the information to be easily manipulated. ¨ The use of ICT can be easily monitored and controlled – essential for ensuring the security of information and why it is being used. © Inspiring Education 2006 10

The features of good Data Management In order to ensure a good Data Management System, the choice of hardware and software is imperative. The organisation must ensure that the chosen inputs, storage methods and retrieval processes of information are suited to the needs of all employees. If this combination is an efficient one then it will result in a high level of Productivity. It is important firstly to understand the importance of such factors. The hardware and software upon which the Data Management System will be created is essential in determining the speed and accuracy of which the information will be able to be processed. Furthermore, if the organisation aims to hold a competitive advantage they must embrace the latest advancements in ICT to ensure their overall effectiveness. © Inspiring Education 2006 11

Examples of INPUT devices Technology is advancing constantly as the demands for improvement spiral out of control! As a result of this, organisations can embark upon a very expensive journey in determining the implementation of high quality devices for their Data Management Systems. A number of examples are discussed below: n Touch Screen This device enables information to be entered by touch as opposed to any information being keyed in. ¨ This is a common feature of many forms of ICT as it is easier to view what information is being processed and it is a far quicker method of carrying out an action. ¨ For example, in order to manipulate a Digital Camera Sony have provided a touch screen facility which allows ease of editing the picture whilst it is being viewed. Advanced technology providing activities to be completed with a high standard of quality in an exceptionally efficient way. ¨ n Voice Data Entry ¨ This device enables information to be automatically transferred from speech into text. The software is so advanced that it can transform the spoken word into text format. This device is evidently one which saves a lot of time in processing information – advancements in this area of technology are on-going as more and more features are created to enhance its quality. © Inspiring Education 2006 12

Examples of STORAGE AND RETRIVAL devices There a wide variety of storage and retrieval devices available to organisations. Consideration must be given to the benefits that each one can provide the organisation in terms of reliability and capability. It is essential that each device chosen meets the needs of the organisation and is compatible with the chosen hardware and software. n CD-Roms These are designed to store a vast amount of information. ¨ This type of device is very easy to store due to its size and packaging. ¨ In order to ensure that the information is not damaged in any way, care must be taken to ensure that it is kept secure at all times. ¨ n Zip Disks These are a very efficient tool in storing information as they hold large quantities of data. ¨ This device is very efficient for the employee as they are portable and can retrieve information very quickly. ¨ n Magnetic Tape The purpose of magnetic tape is to ensure that information can be backed up or stored as archived material. ¨ This is a very secure method of protecting data. ¨ © Inspiring Education 2006 13

Examples of SOFTWARE packages Every computer has operating system software which provides the user with integrated software packages. However, there are other types of software which contribute to enhancing an organisation’s data management system, some of which are identified below: n Utility Programmes ¨ ¨ ¨ n Communications software ¨ ¨ n These are used to enable users to create effective file management systems on their computer. The purpose of the utilities package is to assist in identifying and retrieving files; run virus checks and delete any which are found; assess the level of capacity the computer has in relation to what is stored and suggest ways of improving the use of space on the computer’s hard drive. User names and passwords can be processed to ensure authorised access to the systems stored on the computer. This type of software is designed to monitor the flow of the organisation’s communication both internally and externally. This is a very useful tool in monitoring the flow of data which enters and leaves the organisation – some would argue an essential tool to ensure security of information. Customised software ¨ ¨ As its name suggests, this type of software is created to fit the needs of the organisation. For example, a fast food outlet may design a database which relates specifically to their stocks to enhance the process of their stock management. Another example is that in schools timetables need to be created for each Department, teacher and pupil therefore a package can be created to meet the needs of this very complicated and demanding task. © Inspiring Education 2006 14

The Security of Information n It is imperative that effective measures are taken to ensure that information is secure at all times - secure from being accessed by unauthorised users as well as being protected against viruses or data corruption. n There are many factors which must be considered relating to the type of security measure implemented: ¨ The costs. ¨ The nature of the information (internal or external? ). ¨ The type of hardware and software used. ¨ The personnel required to ensure that the security systems are implemented, monitored and evaluated on a regular basis. © Inspiring Education 2006 15

Methods of Securing Data: Physical Security n There a number of methods an organisation can use to physically protect both the hardware and software: ¨ All organisations should conduct an inventory every 6 months or annually to ensure that the equipment is still present in the organisation. ¨ All equipment can be ‘tagged’ by placing an electronic barcode on the side of the machine – this can record when the equipment was purchased and where it is to be located in the organisation. ¨ Depending on the size of the equipment, organisations can choose to secure the equipment permanently to the desk to prevent theft. ¨ Procedures can be implemented by the organisation to ensure that for those staff who use portable computers/equipment they must always lock the items away in a safe place. Procedures will only work if employees are informed and trained in how to follow them. ¨ In order to prevent access to any data contained on the computer, passwords and log-ons must be issued individually to each employee and a system set up to enable passwords to be changed on a regular basis (this theory decreases the likelihood of passwords being used illegally). ¨ Employees should be trained in using password protected screensavers and ensuring that whenever they leave their workstation for significant period of time, that they follow the shut-down procedure correctly. © Inspiring Education 2006 16

Methods of Securing Data: File Management n Good file management is central to an organisation’s data management system as it ensures that information is stored and monitored effectively. n An effective file management system will have the following features: ¨ Back-up procedures will be set up to ensure that copies of files are made on a regular basis should a virus attack or the server shut down. It is essential that all files are backed-up otherwise confidential and important information could be lost completely. ¨ Storage procedures will be set in place to ensure that the organisation’s hardware is being used to its optimum level. The responsibility of the ICT management team is to advise all employees how to use their memory space efficiently and encourage regular periods whereby unwanted files are discarded allowing the system to cope with the vast volume of information. ¨ A filing structure will be created to assist employees storing their information in the correct areas. This is essential as it ensures that there is no duplication of data and that the drives are able to efficiently store all the data. © Inspiring Education 2006 17

Methods of Securing Data: Monitoring n In order to ensure that the data is secure at all times it must be monitored. Most organisations have a centralised system whereby authorised personnel are responsible for ensuring that procedures are followed at all times. Examples of such procedures are: ¨ Issuing passwords to all employees and ensuring that they are used appropriately. ¨ Monitoring the use of e-mail both internally and externally. Software can be installed to identify any misuses of e-mail and to track the amount of information which is flowing in and out of the organisation. This is essential in securing the organisation from any unwanted information or viruses which can enter into the system via e-mail. ¨ Procedures are set in place to ensure that employees have access to files relating to their working activities. Some files on the main server will have restricted access due to the nature of the information therefore it will be very easy to identify who has attempted to inappropriately access the confidential information. © Inspiring Education 2006 18

Methods of Ensuring Data Integrity n In order to ensure data integrity organisations must create procedures and policies which prevent human error in accessing and using information which is stored electronically. There a number of methods an organisation can take to ensure data integrity: ¨ Appoint highly skilled personnel and delegate responsibility for managing the data management system. This measure will determine who has authority to input and process specific areas of information and prevent any unauthorised employees inputting false information. ¨ Create an extensive training programme which trains all levels of employees within all areas of the organisation about the security measures which are required to maintain and use the data management system effectively. ¨ Invest in the latest version of anti-viral software so that the data management system is fully protected against any viruses or data corruption. This is a very wise investment as the consequences of a virus can sometimes result in being irreparable. © Inspiring Education 2006 19

Consequences of Poor Data Management The implications for an organisation failing to ensure effective data management are very damaging to its overall effectiveness and ultimately, its survival. The following reasons clearly identify why this is the case: n The Data Protection Act provides organisations with very clear guidelines in the storage and use of information. If at any point in time this legislation is breached, the organisation could face heavy fines and depending on the nature of the breach, could face prosecution. n If the organisation fails to manage its data correctly the decision making process will be greatly hampered. The key stakeholder most likely to suffer from ineffective decision making is the customer. Poor customer service (as discussed in Administrative Services outcome 5) can greatly hamper the organisation’s success as this leads to a poor reputation. n Poor data management is very costly to the organisation in a number of ways: need to upgrade hardware and software; lack of trained employees results in many human errors which leads to high inefficiencies throughout the organisation; and, time is also greatly wasted. © Inspiring Education 2006 20