Knowledge Mgmt.

& ICT for PA

BPA 2-1

REPUBLIC OF THE PHILIPPINES

Polytechnic UNIVERSITY OF THE PHILIPPINES
Pulilan Campus, Pulilan, Bulacan

MODULE

IN

PUAD 20063

KNOWLEDGE MANAGEMENT AND ICT FOR PUBLIC

ADMINISTRATION

BACHELOR OF SCIENCE IN PUBLIC ADMINISTRATION

PREPARED BY:

KHRISTIAN S. LIWANAG, DEM, DipPM

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PUP VISION

PUP: The National Polytechnic University

PUP MISSION

Ensuring inclusive and equitable quality education and promoting lifelong learning opportunities
through a re-engineered polytechnic university by committing to:

• provide democratized access to educational opportunities for the holistic development of

individuals with global perspective
• offer industry-oriented curricula that produce highly skilled professionals with
managerial and technical capabilities and a strong sense of public service for nation
building
• embed a culture of research and innovation
• continuously develop faculty and employees with the highest level of professionalism
• engage public and private institutions and other stakeholders for the attainment of social
development goal
• establish a strong presence and impact in the international academic community

PUP PHILOSOPHY
As a state university, the Polytechnic University of the Philippines believes that:

• Education is an instrument for the development of the citizenry and for the enhancement
of nation building; and
• That meaningful growth and transformation of the country are best achieved in an
atmosphere of brotherhood, peace, freedom, justice, and nationalist-oriented education
imbued with the spirit of humanist internationalism.

PUP TEN PILLARS

Pillar 1: Dynamic, Transformational, and Responsible Leadership

Pillar 2: Responsive and Innovative Curricula and Instruction
Pillar 3: Enabling and Productive Learning Environment
Pillar 4: Holistic Student Development and Engagement
Pillar 5: Empowered Faculty Members and Employees
Pillar 6: Vigorous Research Production and Utilization
Pillar 7: Global Academic Standards and Excellence
Pillar 7: Global Academic Standards and Excellence
Pillar 9: Active and Sustained Stakeholders Engagement
Pillar 10: Sustainable Social Development Programs and Projects

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INTRODUCTION

This course is designed to discuss the essential principles of Knowledge Management

(KM) and how KM works, and how they impact the ICT infrastructure for public
administration. This course also shows how to use team building and goal -setting exercises to
create excellent KM projects, and how to align e-business strategy and technology choices.
In able for the nation’s need of development, knowledge has become one of the in-
demand assets. With the development of Information and Communication Technology (ICT)
it has made a great impact in the growth of knowledge and learning network, thus KM with
ICT employs a vital promotion of integrative management culture by nurturing a knowledge -
supportive culture for Public Administration – including safe environment, ethical and
mutually respectful behavior, minimal politicking, collaboration and focus on delivering
quality work without delay.

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RATIONALE

The primary purpose of this module is to present a pedagogical manner for the usual
course in college and universities. to familiarize students with current and emerging issues
in the use of computer and information technologies in the public sector.
The examples and problems will exercise the student’s critical thinking to identify the
needs of public administration for the impact of information technology, understand
components of the public sector information environment, and to synthesize and apply
knowledge to discover new opportunities and to manage and eliminate threats of using
advanced computer and information technologies.

TARGET POPULATION

`The Module in PUAD 20063 Knowledge Management and ICT for PA for Bachelor in
Public Administration was developed by Polytechnic University of the Philippines to provide
the Public Administration students with the additional instructional manual which serves as
exercises to deepen the public administration concepts being studied.

COURSE OUTLINE: Knowledge Management and ICT for Public Administration

INTRODUCTION:
This course is designed to introduce students to the ways that Information and
Communications Technology affects governmental functions, democratic processes, and
public programs and how they implement Knowledge Management in each sector.

COURSE CODE: PUAD 20063

CREDIT UNITS: 3

PREREQUISITES: NONE

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TABLE OF CONTENTS

Contents Pag
e
Title Page 1
Introduction 3
Rationale, Target Population, Course Information----------------------------------------- 4
----
Table of Contents 5

UNIT 1- INTRODUCTION TO KNOWLEDGE MANAGEMENT 6

The Meaning and History of Knowledge Management ------------------------------------- 6
--------
History 7
Role of Knowledge Management for Public Administration-------------------------------- 8
-------
Components of Knowledge Management 9
1. People 9
2. Process 9
3. Content/IT 10
4. Strategy 10
The 8 Pillars of a Knowledge Management Strategy --------------------------------------- 10
--------
Unit 1 Activity 12

UNIT 2 – INTRODUCTION TO INFORMATION AND COMMUNICATION 15

TECHNOLOGY
The Meaning of Information and Communication Technology --------------------------- 15
--------
Components and Role of Information and Communication Technology for PA -------- 15
-------
The Need for Information and Communications Technology ----------------------------- 17
--------
Unit 2 Activity 18

UNIT 3 – KNOWLEDGE AND INFORMATION HANDLING

Information Sharing and Access 20
Digital Literacy 20
Digital Fraud 21
a Boiler Room 21
b Romance Scam 22
c Lottery Scam 23
d Banking and Online Account Scam 23
a. Card Skimmer 24
b. Phishing 24
c. Email Spoofing 24
Unit 3 Activity 26

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UNIT 4 - APPLICATION AND REAL-WORLD SCENARIO
Application of Public Administration with KM and ICT ------------------------------------ 29
-------
Unit 4 Activity 32

Scoring Rubrics 34

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UNIT 1

Introduction to Knowledge Management

Learning Outcomes

After undergoing this unit, you should be able to:

1. Define Knowledge Management

2. Identify the need of Knowledge Management for Public Administration
3. Explain the emerging role of Knowledge Management
4. Conceptualize the foundations of Knowledge Management

THE MEANING AND HISTORY OF KNOWLEDGE MANAGEMENT

Knowledge Management (KM) is the process by which the knowledge and information of
an organization is created, shared, used, and managed.

CREATING SHARING USING MANAGING

KNOWLEDGE
AND
INFORMATION

It refers to a multidisciplinary approach by making the best use of the knowledge to

achieve organizational objectives. What are these organizational objectives? The following
lists are one of an example of Organization Objectives:
▪ Achieving Financial Success
▪ Increasing Sales Figures
▪ Improving Human Resources
▪ Retaining Talented Employees
▪ Focusing on Customer Service
▪ Establishing Brand Awareness
To give you an idea why Knowledge Management is important. Imagine you are an

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employee of an organization, now, we have mentioned earlier that a knowledge and
information is created,

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shared, used, and managed, what if these four are disregarded? do you think their Sale
Figures will increase? No, right? You see, managing knowledge is an important factor that is
needed by your belonged organization, forgetting, and disregarding even one of these
processes will conceivably cause a huge trouble, that is why you, as a future Public
Administrator should make sure and keep in mind that it is strongly advisable to use these
processes, they are the foundation of the success of your organization.
KM is important because it boosts the effectiveness of the decision-making capacity of
an organization. By ensuring that all employees or you as a future employee have access to
the overall expertise of the organization, a smarter workforce is created that is more capable
of making swift, informed decisions that benefit the organization; KM aims at sharing
perspectives, ideas, experiences, and information, ensuring that they are available in the right
place at the right time to enable informed decision-making and improvements.
KM also involves systematic/procedural approaches for finding, understanding, and
utilizing knowledge to achieve organizational goals. Being a knowledge-intensive
organization, knowledge workers should be trained in the profession of public
administration. Knowledge management governed by Public Administration in support of
societal goals can bring broad benefits that enable society to prosper and enhance its viability
by making its people and institutions work smarter and thus enhancing the quality of life for
its citizens.
Our country, Philippines, faces critical
KNOWLEDGE
MANAGEMENT challenges such as the COVID-19 pandemic,
corruption and distance online and modular
learning. These challenges create a clear need for
the organizational agencies in the Philippines to
embrace solutions to knowledge management.
PUBLIC
With these, a Public Administration needs to be
ADMINISTRATION
competent with sufficient capacity and influence
that they can provide for a great society, but on the
other hand, an incompetent or dysfunctional Public
Administration can lead society into severity.

HISTORY
There is a long history of knowledge management efforts, including:

On-the Job Discussion Formal Apprenticeship 9

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Discussion Forums Corporate Libraries

Professional Training Mentoring Programs

In the second half of the 20th century, which is 1950 until 2000, with increased use
of computers, specific adaptations of technologies such as knowledge bases, expert
systems, information repositories, group decision support systems, intranets, and
computer-supported cooperative work were introduced to further enhance these efforts.
While it can be said that different forms of knowledge management have been around
for a very long time, the explicit notion of knowledge management began as an offspring of
rapid developments in Information Technology. At the same time, current efforts to manage
knowledge sometimes resemble older methods like apprenticeships (training under a legal
agreement that defines the duration and conditions of the relationships between master and
apprentice), which have been around for millennia.
In the early 90s of the last century Knowledge Management emerged as a pure
approach to ICT. Knowledge has been perceived as having content written or digitized.
Answers to knowledge management have been sought in ICT tools like databases, online
libraries etc. Currently this approach translates into popular tools like wikis, blogs, social
media, discussion forums etc. In the late nineties, KM's focus shifted to the personal side of
knowledge. This was partly because of the realization that knowledge would not be included
in ICT systems, but rather personal and subjective: "knowledge is in people." The approach to
human resource or development of human talent is focused on personal capacity development,
as individuals are seen as the main carrier of the knowledge. It includes methods such as
technical, managerial, and personal training, assessment talks, personal goal formulation.

ROLE OF KNOWLEDGE MANAGEMENT FOR PUBLIC ADMINISTRATION

Knowledge management plays an important role in the administration of the public
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sector. Each role serves specific purposes and constituencies and is implemented differently.
Together, they

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build the Intellectual Capital (IC) (the value of a company's employee knowledge, skills,
business training, or any proprietary information that may provide the company with a
competitive advantage) of society to improve the effectiveness of public and private decision-
making and the handling of situations. Four KM areas of Public Administration are
considered: enhancing public service decision- making; helping the public effectively participate
in public decision-making; building competitive societal IC capabilities; and developing a
knowledge-competitive workforce. To serve these purposes numerous KM approaches are
adopted. Most of the efforts are directed to specific needs. Only a few persecute broad,
purposeful, and systematic KM. It discusses examples of these approaches and perspectives.
The premise for KM is that, in addition to being informed, effective and intelligent behavior
depends, among many factors, on having proper understanding.
COMPONENTS OF KNOWLEDGE MANAGEMENT
There are four components Knowledge Management, these are people, process,
content / IT,and strategy.

✓ People ✓ Process ✓ Content/IT ✓ Strategy

Regardless of your Organization's industry, size, or knowledge needs, you as a future

employee and a future Public Administrator should always need people to lead, sponsor, and
encourage the sharing of knowledge. To manage and measure knowledge flows you need to
have defined processes You need knowledge content and IT tools which, at the right time,
connect the right people to the right content. Finally, you need a clear and documented
strategy to use KM to meet the organization's most important and pressing needs. Here are
the four components of Knowledge Management:
1. People - "people, process, and technology" This paradigm – often referred to as the
"golden triangle " – has been used by organizational leaders since at least the early
1990s to guide initiatives and lead organizational change. The idea is, your initiative is
bound to fail if you over-focus on one factor, you see, people need to train and
motivate people to be integrated and fully aware of the processes. And the order is
important: Before you enter processes and technology, you need to get the right
people involved, why? just like what we have read at the first few lines above - without
proper order, the integration and the use of processes and knowledge of the
organization would be severely affected. So, when you start a KM program, you need
two types of people:
1. Senior Leaders - Providing sponsorship and insight into the broader
organizational strategy. Senior sponsors should be visible, committed business

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leaders with something big to gain from implementing KM; They are often
people who lead business areas with significant, urgent need for knowledge.
2. Cross-Functional Stakeholders - is a group of people with different functional
expertise working toward a common goal. It may include people from finance,
marketing, operations, and human resources departments to guide implementation.

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2. Process – “Knowledge flows like a city water supply, just turn the tap on when someone
needs it”. The KM Team knows how everything flows within an organization, like a
Public Administrator. They've got strategic vision, conceptual skills, detailed attention,
delegation, and creativity. But the end user need not understand how all that stuff
works. To them it's simple and easy to get the knowledge they need. There are seven
(7) step cycles of the standard process of knowledge flow describing how knowledge
flows through organizations, these are:
1. Create new knowledge (this is happening every day, all
the time, across all the organizational areas, same goes with
you even as a student)
2. Identify knowledge which is essential for strategy
and operations
3. Collect knowledge so it can be shared with others
4. Review know-how to assess its relevance, accuracy,
and applicability
5. Share documented knowledge, informal posts,
and collaborative activities
6. Access knowledge through pull (e.g., search) and push
(e.g., alerts) mechanisms
7. Use knowledge for quicker problem solving and
more informed decision making.

3. Content/IT - Content is any documented knowledge of any kind, from vetted best
practices to fast-and-dirty tips shared among colleagues. Content can be reusable stuff
like templates and how-to videos immediately, or it can be messy and unstructured
information (e.g., documentation of project) - that’s how a content is. We 're putting
content alongside IT because it allows people to create that stuff, put it somewhere, and
access it and reuse it. If you don't have KM, people will still create and use content —
but they'll put it in places other people can't find, re-make things others have already
created, and (most dangerously) reuse content that's outdated or wrong. Effective KM
programs have workflows for content creation and vetting (v. examining carefully),
content organization taxonomies, and technology tools for connecting people to
content. Advanced organizations use content management to facilitate collaboration, to
uncover innovations, and to automatically serve employee content.
4. Strategy - Each KM program needs a clear, documented, and enterprise-relevant
strategy. You can have the best technology tools and a super-smart KM team, but
without strategy, it'll be all for naught. Kenichi Ohmae may have said it best, “Rowing
harder doesn't help if the boat is headed in the wrong direction”. You need a solid
business case, showing a deep understanding of the critical knowledge needs of your
organization. The business case should sketch out:
a. the value proposition for KM (that is, how KM will solve business challenges)
b. the tools, approaches, and roles you’ll need to get there
c. a budget
d. the expected impact of KM.
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THE 8 PILLARS OF A KNOWLEDGE MANAGEMENT STRATEGY
We have mentioned above the four (4) components of KM, one component is the
Strategy. As mentioned above, there would be a clear and documented strategy to use KM to
meet the organization's most important and pressing needs.

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Knowledge managers have several tools, methods, and tactics at their disposal to
create knowledge-sharing cultures that embrace learning and collaboration, and make the
exhaust — insights, ideas, and explicit knowledge in the form of content — discoverable
and reusable by the audience that will benefit. Think of Knowledge Management as an
overarching skill with the knowledge manager as coach and facilitator, nudging teams, and
individuals to enhance their KM skills. Here are the pillars of KM Strategy and what you
must do to make use of these at your advantage:

1. Knowledge Auditing – Know your repositories and storehouse,

and what the current flow of knowledge looks like. Who are the
experts and where are the dangerous addictions. Which
knowledge domains are critical to the enterprise and do gaps
exist. A single organization may have dozens of locations where
knowledge is stored or transferred — search for system-wide
duplication, and processes where knowledge
leaks out as no conversation has been captured to solve
problems.
2. Document Management (or Content Management) – Early take
your explicit knowledge into the architecture of the information.
It is much easier to manage when content is centralized at
one location and maintained routinely.
3. Learning & Development – Map the development of personnel
with business goals and employee own interests to incorporate a
learning culture across your team and improve employee
engagement.

4. Knowledge Operations – This is the part that is about

knowledge mobilization. Which methods do you use to ensure
that knowledge reaches where it needs to go? Maybe KCS for
those business functions that deal with repetitive issues like
HR, customer support, finance,
and legal. Maybe it's a mobile-first intranet with an efficient
search engine for those teams working on-site out in the field.
5. Social Network Analysis – Know who your hubs and
influencers are, so you can facilitate organizational changes, and
identify team members who may be great mentors or coaches.

6. Co-creation & Facilitation – Uncover tacit knowledge and

develop group ownership to solve problems. They are someone
that is brought into a project to guide and spark a fresh creative
perspective
7. Coaching & Mentoring – Excellent for transferring niche skills,
explaining organizational quirks to new hires, and building
individual trust and team performance in a strategic capacity.

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8. Community Management – Foster more effective collaboration
and encourage group participation in social and customer
support networks for large enterprises to make high-value,
reusable content more discoverable.

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UNIT I ACTIVITY `Knowledge Mgmt. & ICT for PA
BPA III-3
Comprehension Check (3 pts. each) Date:
Name: Course/Yr/Sec: Score:

Direction: Answer the following given question.

1. What do you think would happen if such Knowledge Management is not

implemented in an organization?

2. From a Public Administrator’s perspective, do such Knowledge Management plays an

important role in your career? Why? How?

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3. What can you say about the Knowledge Management in a society if it dived into its
severity?

4. There are four components of Knowledge Management, what would be the

consequence when the Process Component is removed? Explain why.

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5. From a Public Administrator’s perspective, do such Knowledge Management plays an
important
role in your career? Why? How?

☻Teacher’s Feedback:☻

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UNIT II
Introduction to Information and Communication Technology
Learning Outcomes

After undergoing this unit, you should be able to:

1. Identify what is Information and Communication Technology

2. Identify whether Information and Communication Technology is needed or not
3. Conceptualize the components and theories of Information and Communication Technology

THE MEANING OF INFORMATION AND COMMUNICATION TECHNOLOGY

Information and Communications Technology (ICT) refers to all the technology
used to handle telecommunications, broadcast media, intelligent building management systems,
audiovisual processing and transmission systems, and control and monitoring functions based
on the network. Though ICT is often considered an extended synonym for IT, its scope is
broader.
Information and Communications Technology (ICT) is the use of computers to store,
retrieve, transmit, and manipulate data or information, often within a business or other
enterprise context. Generally speaking, ICT is an information system, a communications
system or, more specifically, a computer system – including all hardware, software, and
peripheral equipment – operated by a limited user group. The term is commonly used as a
synonym for computers and computer networks, but includes other technologies for the
distribution of information, such as television and telephones.
COMPONENTS AND ROLE OF INFORMATION AND COMMUNICATION
TECHNOLOGY
• Cloud computing – The term is generally used to describe data centers which are
available over the Internet to many users. Large clouds, which today predominate, often
have functions distributed from central servers over multiple locations. If the connection
is relatively close to the user, an edge server may be designated. Clouds may be limited
to a single organization (enterprise clouds), may be available to many organizations
(public cloud), or a combination of both (hybrid cloud). Amazon AWS is the largest
Public Cloud.
• Software - Is a set of computer operating instructions, data, or programs used to perform
specific tasks or in simple term, instructions that tell a computer what to do. In
contrast to hardware, which describes the physical aspects of a computer, software is a
generic term for applications, scripts, and programs running on a device. Software
can be considered the
variable part of a computer, and the invariable part of the hardware.
Software is often divided into application software, or user
downloaded programs that satisfy a desire or need, and system
software that includes operating systems and any program that
supports software for the application.
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• Hardware – In the context of technology, refers to the physical
elements that make up a computer or electronic system and all other
physically tangible elements involved. This includes the monitor,
memory, hard drive, and CPU. To make a computer function, the
hardware works hand in hand with firmware and software. Hardware
is just one part of a computer system; there's also firmware that's
embedded in the hardware and controls it directly.

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• Digital Transactions - Can be broadly defined as online or automated transactions
between individuals and organizations — without the use of paper. Digital transactions
save time and money, which leads to a better end result. Customer experiences are also
enhanced (think of e- signing convenience versus having to print a contract, sign it, and
then send it back by mail or fax). And digital transactions enhance tracking capabilities
— helping to reduce errors.
• Digital Data - Data representing other forms of data, using specific machine-language
systems that can be interpreted using different technologies. The most fundamental of
these systems is a binary system that simply stores complex audio, video, or text
information in a series of binary characters, traditionally those and zeros, or the values «
on » and « off ».
• Internet Access - is the process of connecting to the internet
using personal computers, laptops or mobile devices by users or
enterprises. Internet access is subject to data signaling rates and
users could be connected at different internet speeds. Internet
access allows Internet services / web-based services to be
made available to individuals or organizations. With dial-up
internet access the internet started gaining popularity. Internet
access technologies changed within a relatively
short time, providing faster and more reliable options. Broadband technologies such as
cable internet and ADSL are currently the most widely used methods of accessing the
internet. The speed, cost, reliability, and availability of internet access depends on the
region, provider of internet service, and connection type. There are many different ways
to get access to the internet including wireless connection such as Wi-fi, mobile
connection or mobile data in our term, hotspots, dial-up, broadband, DSL, or satellite.
But ICT commonly means more than its component list. It also covers the application of
all those different components.
Information and Communication Technologies (ICT) are already expanding into
developing countries, transforming them into information societies, but this usually remains
a privilege for only a few, further widening the gap between those who can afford it and
those who can't (the digital divide). The use of ICTs has a positive impact on development
and thus on closing the gap, making it the most important prerequisite for becoming an equal
and equilibrated information society. ICT can be used to expand, compare, and learn from
each other and improve performance as a result. But technology use should not be the sole
aim. It is emphasized that the organizational use of ICT is not only intended to focus on
efficiency, but also to empower citizens by making interactive access to and use of
information available to them. Public Administration can improve e-organizational services by
delivering value through essential functionality, good organization, accessibility of content,
easy content and function navigation, and clear information to build trust among public
servants. An electronic governance is the application of Information and Communication
Technology to organizational processes to bring about the governance of Simple, Moral,
Accountable, Responsive, and Transparent (SMART). Considering the institution of the
electronic organization, one of the public sector initiatives allowing the knowledge society to

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strengthen and maintain governance through administrations that are:
− Open and clear, that is, an organization that is accountable to the public and
responsive to democratic engagement and scrutiny
− To the welfare of everyone, that is, to the resident and inclusive
− Efficient, i.e., maximum tax-money profit,

This means that less time will be spent in queues, there will be a drastic reduction in
errors, more time for one-on-one assistance and more rewarding work for public servants. It
is essential to promote e-learning in order to promote e-organization, because e-learning
applications represent a

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paradigm shift in learning models which provide the basis for e-organization. In many
countries, ICT has played an important part in reforming public administration. It changes
the way the company performs its functions and helps to reduce operating costs. At the
same time, ICT may make organizational services more efficient. ICT is one of the key
tools promoting good governance by increasing organizational transparency and
accountability; this could ultimately help to reduce opportunities for corruption. ICT
empowers the general public to participate actively in policy formulation and help ensure
that public funds are used transparently. The experience of successful developed and
developing countries suggests that a multi-sectoral and multi-stakeholder task is to put in
place the appropriate infrastructure and broadly deploy ICT. ICT, in the context of e-
governance, has tremendous potential to enhance administrative efficiency and efficacy,
and to transform the flow of knowledge between organizations and people. For example, the
use of ICT will affect the provision and quality of governance services, access to these
services and people 's involvement in the governance sphere, potentially contributing to
empowerment of the citizen. Developing countries may enhance their public services by
putting in place effective ICT policies to help them counter terrorism and poverty.
THE NEED FOR INFORMATION AND COMMUNICATIONS TECHNOLOGY
ICT and e-Organizational
It is in the interest of Central Organization that businesses and individuals are able
to carry out online transactions securely and easily with the organization. In addition,
information, and communications technology (ICT) should help facilitate effective
management of operations within the central organization.
ICT objectives
Central organization’s objectives are to:
✓ Promote digital organizational services for businesses and individuals

A National Commissioner for Digital Organization has been appointed by central

organization to help achieve this key aim.
✓ Promote effective operational management

This is done by centralizing ICT facilities at the standard organization. Working with
only a few ICT service providers enables the pooling of information and skills.
✓ Organizational-wide policy on the use of ICT services

Wherever possible, organizational-wide ICT services are used.

Organizational ICT Projects
To prevent problems occurring with organizational ICT ventures, the ICT Evaluation
Office (BIT) was established. The BIT assesses big ICT initiatives in the central organization
according to technological and functional viability and the probability of success. If any
aspect of a project is worth 300 million peso or more, the whole project will be measured by
the Piece.
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UNIT II ACTIVITY
`Knowledge Mgmt. & ICT for PA
BPA III-3
Comprehension Check (3 pts. each) Date:
Name: Course/Blk/Yr: Score:

Direction: Identify what would happen if the following component is removed from
Information and Computer Technology.

1. Cloud Computing

2. Software

3. Hardware

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4. Digital Transactions

5. Digital Data

6. Internet Access

☻Teacher’s Feedback:☻

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UNIT III
Knowledge and Information Handling

Learning Outcomes

After undergoing this unit, you should be able to:

1. Identify information sharing access

2. Conceptualize how ICT work with Knowledge Management

INFORMATION SHARING AND ACCESS

Knowledge is of central importance to handling matters of Public
Administration. If information is managed successfully, it can be used to
improve the operations of organizational agencies by increasing the
productivity of employees, however mismanagement of that same
information can contribute to serious lapses or exposure points. Only through
suitable forms of communication during particular actions can knowledge
sharing take place between people. Some of these actions are common to
both automated and non-automated information systems but only digital
information is relevant to a significant number of processes that can generate
organizational knowledge. The following actions are considered relating to
processes for the transformation of information into organizational
knowledge:

✓ Collection of information ✓ Linking information and putting it into a

context
✓ Indexing ✓ Dissemination
✓ Filtering ✓ Usage of the created knowledge.
But the concept of sharing and accessing information varies widely across
organizational agencies. Only the more process-oriented agencies are inclined to integrate
information in the sense that they handle such information as can be shared. The
prominent challenges for agencies that handle highly sensitive information, such as local
police departments, are the ability to secure access and provide information in just-in-time.
There is often a tendency for a one-way flow of information and culture from rich countries
to poor ones, but information and knowledge should flow in both directions. Public
administration should play its part not only by using new IT to boost its own efficiency
but also by providing guidance to society. Thus, developing countries should be able to
display a certain degree of creative spirit in integrating innovations and creating new ones,
making the best use of technology. The entire world is currently facing multiple problems,
such as the COVID- 19 pandemic, wherein our country is also facing the same issue.
Among others, it is important for Public Administrators to tackle these problems carefully
with sounds techniques. Therefore, it is important to be good knowledge workers for Public
Administrators to be able to handle information properly and effectively.

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DIGITAL LITERACY
Digital literacy means having the skills you need to live, learn, and work in a society
where communication and access to information is increasingly through digital technologies
like internet platforms, social media, and mobile devices.

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Developing your critical thinking skills is essential when you're confronted with so
much information in different formats – searching, sifting, evaluating, applying, and
producing information all require you to think critically.
Communication is also a key aspect of digital literacy. When communicating in virtual
environments, the ability to clearly express your ideas, ask relevant questions, maintain
respect, and build trust is just as important as when communicating in person.
You'll also need practical skills in using technology to access, manage, manipulate, and
create information in an ethical and sustainable way. It's a continual learning process because
of constant new apps and updates, but your future self will thank you if you keep your
digital life in order!
Digital literacy is really important now, while you're a university student. It'll also be
really important in the future when you enter the professional world. In your workplace
you'll be required to interact with people in digital environments, use information in
appropriate ways, and create new ideas and products collaboratively. Above all, you'll need
to maintain your digital identity and wellbeing as the digital landscape continues to change at
a fast pace.

DIGITAL
FRAUD “A Lie can travel half-way around the
world, while the truth is putting on
its shoes”
A. Mark Twain
Over the years a series of difficult challenges have been faced across the globe. And in
terms of online fraud, levels have been grave and unprecedented, as fraudsters sought to
exploit the increased use of digital channels such as online shopping and online transactions
as well as the fear and uncertainty everyday life has been shrouded in due to the pandemic.
As we look to the new year ahead, we do so with an optimistic eye, as we finally make
breakthroughs in the fight against Covid-19. However, in the world of online banking fraud
there’s a huge amount to be done in order to compete with the fraudsters and comprehensively
fight online fraud. Here is an example of Online Frauds and how you should protect
yourselves from it:
A. BOILER ROOM - In business, the term boiler room
refers to an outbound call center selling questionable
investments by telephone. It typically refers to a room
where salesmen work using unfair, dishonest sales tactics,
sometimes selling foreign currency stock, private
placements or committing outright stock fraud. The term
carries a negative connotation, and is often used to imply
high-pressure sales tactics and, sometimes, poor working
conditions. A boiler room usually has an undisclosed
relationship with the company being promoted or
undisclosed profit from the sale of the house stock they
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are promoting. The
managers of the boiler room usually have close ties to the same owners of the
company whose stock is being promoted. After the sales force of the boiler room
sells their clients on the idea of the Initial Public Offering (IPO), they are not
allowed to sell the shares that the customer invested. This is because there is no
real “market” for the shares, so any shares sold before buyers are attracted would
create a large loss in the price of the stock, due to it being thinly traded with no
public support. Once the insider investors are in place, a boiler room promotes via
telephone calls to brokerage clients or spam email these thinly traded stocks
where there is no actual market.

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Protect yourself from Boiler Room
1. If a stockbroker calls you out of the blue with an offer that seems to good to be
true, be warned, it probably is.
2. Fraudsters are usually well spoken and knowledgeable. They are also persistent.
They might call their victim several times with offers of research, discounts on
stocks in small overseas companies, or shares in a firm that is about to float.
3. Another thing to watch out for is callers are increasingly threatening investors
with police action if they refuse to go ahead with an initially agreed transaction.
B. ROMANCE SCAM - Romance scams try to
lower your defenses by appealing to your
romantic or compassionate side. They play on
emotional triggers to get you to provide money,
gifts or personal details. Scammers target
victims by creating fake profiles on legitimate
internet dating services. Once you are in contact
with a scammer, they will express strong
emotions for you in a relatively short period of
time and will suggest you move the relationship
away from the website to phone, email and/or
instant messaging.
Scammers often claim to be working overseas. They will go to great lengths to
gain your interest and trust, such as sharing personal information and even
sending you gifts. Scammers may take months, to build what seems like the
romance of a lifetime and may even pretend to book flights to visit you, but never
actually come. Once they have gained your trust, they will ask you either subtly or
directly for money, gifts or banking/credit card details. They will pretend to need
these for a variety of reasons. For example, they may claim to be in the depths of
despair due to financial hardship or an ill family member. In other cases, the
scammer might start off by sending you flowers, or other small gifts then will tell
you about a large amount of money they need to transfer out of their country or
that they want to share with you. They will then ask for your banking details or
money tocover administrative fees or taxes to free up the money.
Protect yourself from Romance Scam
1. ALWAYS consider the possibility that the approach may be a scam. Try to
remove the emotion from your decision making no matter how caring or
persistent they seem.
2. Talk to an independent friend, relative or fair trading agency before you send any
money. THINK TWICE before sending money to someone you have only
recently met online or haven’t met in person.
3. NEVER give credit card or online account details to anyone by email.
4. Be very careful about how much personal information you share on social
network sites. Scammers can use your information and pictures to create a fake

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identity or to target you with a scam.
5. If you agree to meet in person, tell family and friends where you are going
especially overseas travel.
6. Where possible, avoid any arrangement with a stranger that asks for up-front
payment via money order, wire transfer or international funds transfer. It is rare
to recover money sent this way.
7. If you think you have provided your account details to a scammer, contact
your bank or financial institution immediately.

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C. LOTTERY SCAM - An email, letter or
text message from a lottery company
arrives from out of nowhere. It will advise
you that you have won a lot of money or
fantastic prizes— in a lottery or
competition you did not enter. Lottery
scams will often use the names of
legitimate lotteries, so that even if you do
some superficial research, the scam will seem real. The email, letter or text message
you receive about your winnings will ask you to respond quickly or risk missing
out. The scammers do this to try and stop you thinking about the surprise too
much in case you start to suspect it could be a scam. You could also be urged to
keep your winnings private or confidential, to ‘maintain security’ or stop other
people from getting your ‘prize’ by mistake. Scammers do this to prevent you from
seeking further information or advice from independent sources. You will usually
be asked to pay some fees to release your winnings. Scammers will often say these
fees are for insurance costs, government taxes, bank fees or courier charges. The
scammers make money by continually collecting these ‘fees’ from you and stalling
the payment of your ‘winnings’. Some scammers may also be asked to provide
personal details to ‘prove’ that you are the correct winner and to give your bank
account details so the prize can be sent to you. Scammers will use these details
to try to misuse your identity and steal any money you have in your bank account.
Protect yourself from Lottery Scam
1. Do not send any money or pay any fee to claim a prize or lottery winnings.
2. Do not open suspicious or unsolicited emails (spam)—delete them.
3. Never reply to a spam email (even to unsubscribe).
4. Never call a telephone number that you see in a spam email.
5. Never respond to a text message which says you have won a competition that
you did not enter.
6. Do not click on any links in a spam email, or open any files attached to them.
7. If it looks too good to be true—it probably is.
8. If you receive an email, letter or text message telling you that you’ve won a
lottery or a sweepstakes prize—do not respond. Do not write back and do not
send any money orpersonal details to the scammers.
9. Providing personal details such as bank account details will make you vulnerable
to having your identity stolen. You may have your bank account cleaned out or a
loan taken out in your name. Responding to emails through internet links might
also threaten your computer security through the use of spyware.
10. If the lottery is anything other than a registered lottery—say no Be very
wary of sweepstakes competitions that ask you to send money or personal
details.
BANKING AND ONLINE ACCOUNT SCAM
a. CARD SKIMMING - Card skimming is the illegal
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copying of information from the magnetic strip of a credit
or ATM card. The scammers try to steal your details so
they can access your accounts. Once scammers have
skimmed your card, they can create a fake or cloned card
with your details on it. The scammer is then able to run up
charges on your account. Card skimming is also a way for
scammers to steal your identity or personal details and use
it to commit identity fraud. By stealing

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your personal details and account numbers the scammer may be able to
borrow money or take out loans in your name.
Protect yourself from Card Skimming
i. Keep your credit card and ATM cards safe. Do not share your personal
identity number (PIN) with anyone. Do not keep any written copy of your
PIN with the card.
ii. Check your bank account and credit card statements when you get them.
If you see a transaction you cannot explain, report it to your credit union
or bank.
iii. Choose passwords that would be difficult for anyone else to guess.
iv. If you are using an ATM, take the time to check that there is nothing
suspicious about the machine.
v. Ask yourself if you trust the person or trader who you are handing your
card over to. If a shop assistant looks like they are going to take your card
out of your sight, ask if it is really necessary.
vi. If an ATM looks suspicious, do not use it and alert the ATM owner.
vii. If you are in a shop and the assistant wants to swipe your card out of
your sight, or in a second machine, you should ask for your card back
straight away and either pay with a check or cash, or not make the
purchase.
b. PHISHING - The word phishing
comes from the analogy that Internet
scammers are using email lures to fish
for passwords and financial data from
the sea of Internet users. Phishing, also
called brand spoofing is the creation
of email messages and Web pages
that are replicas of existing,
legitimate sites and businesses.
These Web sites and emails are used to
trick users into submitting personal, financial, or password data. These emails
often ask for information such as credit card numbers, bank account
information, social insurance numbers, and passwords that will be used to
commit fraud. The goal of criminals using brand spoofing is to lead
consumers to believe that a request for information is coming from a
legitimate company. In reality it is a malicious attempt to collect customer
information for the purpose of committing fraud.
Protect yourself from Phishing
i. Protect your computer with anti-virus software, spyware filters, email
filters and firewall programs.
ii. You can verify a website’s authenticity by looking for “https:” at the beginning
of
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the internet address.
iii. Contact the financial institution immediately and report your suspicions.
iv. Do not reply to any email that requests your personal information.
v. Look for misspelled words.

c. EMAIL SPOOFING - Email spoofing is the creation of email messages

with a forged sender address something which is simple to do because the core
protocols do no authentication. Spam and phishing emails typically use such
spoofing to mislead the recipient about the origin of the message. The word
“spoof” means “falsified”. A

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spoofed email is when the sender purposely
alters parts of the email to masquerade as
though it was authored by someone else.
Commonly, the sender’s name/address and
the body of the message are formatted to
appear from a legitimate source, as though the
email came from a bank or a newspaper or
legitimate company on the Web. Sometimes,
the spoofer will make the email appear to
come from a private citizen somewhere.
Dishonest users will alter different sections of
an email so as to disguise the sender as being
someone else.
Protect yourself from Email Spoofing
i. Consider what personal information you post on social/business
networking services. Scammers use publicly available information to
identify potential victims.
ii. Check if a website has a digital certificate.
iii. Install and regularly update antivirus, antispyware, and firewall software.
iv. Never click on links provided in emails or open attachments from
strangers. An email with an attachment that arrives unexpectedly could
contain malware.
v. Never provide your personal, business, credit card or account details
online unless you have verified the website is authentic.
vi. Ensure your businesses postal mail is delivered to a secure/locked mailbox.
vii. Shred all business documents before you dispose of them.
Many scams originate overseas or take place over the internet, making them very
difficult to track down and prosecute. We all heard the timeless admonition “If it sounds too
good to be true, it probably is”—great advice, but the trick is figuring out when “good”
becomes “too good.” There’s no bright line. Investment fraudsters make their living by
making sure the deals they tout appear both good and true. They’re masters of persuasion,
tailoring their pitches to match the psychological profiles of their targets. They look for your
Achilles heel by asking seemingly benign questions about your health, family, political
views, hobbies, or prior employers. Fraudsters or con artists are excellent intuitive
psychologists. Just like magicians they understand enough about how the mind works to
exploit its vulnerabilities. Scams target people of all backgrounds, ages, and income levels. If
you lose money to a scam, it is unlikely that you will be able to recover your loss. No single
academic discipline or methodology is likely to yield all the answers we would seek from this
kind of presentation. In all transactions either on or offline, the greatest weapon of a fraudster
or con artist is getting your trust and confidence by trickery through deception. For all of us
the tools to fight such misgivings will be skepticism and awareness in all levels.

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Comprehension Check (3 pts. each) Date:
Name: Course/Blk/Yr: Score:

Direction: The following list are scenarios of fraudsters trying to trick you to take
advantage of your information and privacy. Now, being a digitally literate individual, what
should you do when you encounter such given things? Explain to at least five (5)
sentences.
1. A Facebook friend of yours sent you a link which is [Link]/voucher/[Link]
and told you to visit the said link and claim a Lazada voucher worth 800 pesos.

2. You have met a stranger guy/girl online with unknown identity just a profile picture
and over the past few weeks you were so close already, then this time, the guy/girl
asked you to lend him/her a money worth 2,000 pesos and told you that he needs the
money for his/her mother who is sick.

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3. You were about to download Kdrama/Anime/Movie online, and you saw an

advertisement that contains sexually suggestive images and telling you to click that ad.

4. A facebook friend mentioned you in a post containing a link of [Link]/death-of-

man…
with graphic imagery.

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5. You were checking on your email and stumbled upon a new inbox, opened it, and
contains an invitation that tells you to visit the link so that you can win a brand-new
car.

☻Teacher’s Feedback:☻

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UNIT IV
APPLICATION AND REAL-WORLD
Learning SCENARIO
Outcomes

After undergoing this unit, you should be able to:

1. Apply concepts of idea to Public Administration

2. Identify the emerging challenges in Public Administration with Digital World

APPLICATION OF PUBLIC ADMINISTRATION WITH KM AND ICT

Being computer literate and being knowledgeable in Information Technology
nowadays is a must, you have already understood the digital frauds circulating all
around the internet and all around the world, try to think of it, what if you were one of the
victims of these doings? And the thing Is, you are not even aware on how to identify and
prevent this kind of fraud. That makes your information and all of your transactions unsafe
and vulnerable, you might even compromise the confidential documents and files in your
future job. Now, let us take a look at the common circulating frauds in the digital world.
Digital transactions have been part of our daily needs during
this pandemic. But in the long run, fraudsters kept gaining
advantage of the technology and trying all means of hacks to
deceive users. With this example, the fraudsters are trying to look
like a GCash Help Service. With all its message, even computer
literate person can also be deceived, but how do we identify it is a
fake GCash Help Service? Take a look at the image, you can see
that it is telling the user to visit the link but be wary about how its
link is different from their normal domain. GCash uses the domain
[Link], but not with this incident, it is using [Link].
Now we can clearly say that this message is a fraud, and we must
not visit the link at all cost.

Same with this GCash 20th Anniversary that kept circulating

in our facebook messenger, from group chat to private messages.
Once visited, it’ll redirect you to a website and pretend to look like
a GCash website, once a user, which is the victim, entered his/her
confidential information in the form, that information will be
compromised and chances that the account’s balance will be
entirely taken or even inaccessible. Such things like this are even
occurring in emails, so be careful even in that platform.

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Be careful that digital literacy is separate from computer literacy. Digital literacy
requires critical thinking skills, an awareness of the necessary standards of behavior
expected in online environments, and an understanding of the shared social issues created by
digital technologies. Or alternatively: digital literacy = digital tool knowledge + critical
thinking + social engagement. Since a Public Administrator needs to be computer and digital
literate, you must keep in mind and consider these things to be such one.
✓ Understanding how to use web browsers, search engines, email, text, wiki, blogs,
Photoshop, Powerpoint, video creation/editing software, etc. to showcase learning.
✓ Evaluating online resources for accuracy/trustworthiness of information.
✓ Using online meeting to enhance learning and knowledge sharing in the organization.
✓ Choosing appropriate media to showcase learning - understand what platforms
will best illustrate your message and learning to peers.
✓ Using an interactive whiteboard in the meeting for presentations and allowing
colleagues to use the interactive whiteboard on a daily basis.
✓ Encouraging co-workers to use technology to further showcase their learning.
✓ Using the web (web sites video, music) to enhance the learning of your co-workers.
✓ Co-workers and employer creating online content to be utilized both in and out of the
workplace.
✓ Using word processors, spreadsheet generators, and presentation software, you should
have the ability to use these types of computer programs used to be noteworthy on
résumés, but today, it’s mandatory for many office-based jobs. Microsoft Word,
Excel, and PowerPoint are probably the most popular programs to master, but Google
Docs, Sheets, and Slides are great to learn, too!
✓ Make sure to choose a secure service to keep your company files with, as well as
inform employees about proper practices when it comes to storing data. Make sure
your co-workers understand how digital data is stored and secured, and – more
importantly – how not to lose it. The data your company creates, and stores is very
important.
✓ Choose an appropriate platform to showcase your content and media – How your
business conducts outreach is very important, but there may be more than one way
to describe what your company does. The ability to recognize the best way to use
digital media to present information is a very valuable skill.
✓ Many positions require working as part of a team. If your work requires input from
multiple people, consider learning how to use a service like Dropbox, Google Drive,
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or Evernote. These services help you get work done as part of team by allowing your
team members to see real-time updates changes made to project documents.

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✓ Once you’ve got all your skills down, make sure you set up a LinkedIn profile to
showcase everything you can do to a future employer. If you are the boss, be sure to
check out LinkedIn and other online networks of professionals to see what your
potential future employees can do!

Learning or having skills even one of these will further improve your literacy. And will
make sure your team and organization will be far as productive and flexible.

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Comprehension Check (1 pt. each) Date:
Name: Course/Blk/Yr: Score:
Direction: Make a list of must have characteristics/traits of a Public Administrator when
it comes to digital technology so you as a future Public Servant will be able to adapt to the
emerging technological developments. Place your answer in the right portion of the table
under Characteristics/Traits. Be specific as possible and write a maximum of 5 per given
technology.

Technology Characteristics / Traits

1. Using Office Suites such as Word,
Excel, PowerPoint, Publisher, & etc.

2. Identifying fraud/scam posts, messages,

emails, links, & etc.

3. Adding antivirus and anti-malware in

Personal Computers.

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4. Avoiding clickbait advertisement that
contains sensationalist text or imagery.

5. Logging out actively after using social

media or online banking transactions.

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