Process-Oriented Knowledge Management and Learning in Public Administrations

The capability to easily access and acquire knowledge is a key enabler for complex organisations that need to adapt to frequent changes of their operative contexts. These changes generally challenge workers that need to acquire new competences and skills. Such a situation is particularly evident in public administrations that nowadays are undergoing complex re-organisations in order to implement new regulations, and to deliver simplified services to both citizens and enterprises. This paper reports the insights gained in assessing the effectiveness of a novel knowledge management and learning approach, which was developed within a project financed by the European Commission. The approach, which is supported by a modular software platform, leverages enterprise related models to organise knowledge and make it available for learning purposes according to different paradigms. A validation, by means of a comparative study against more traditional learning paradigms currently in use within public administrations, is reported.