Abstract
This paper provides a working example of how technology plays an important role in knowledge management for the Malaysia’s federal tax collection agency, Inland Revenue Board of Malaysia (IRBM). The IRBM had successfully gone through a five year organizational transformation process that had resulted in significant performance improvements duly recognized by the Malaysian government. Led by its visionary Chief Executive Officer (CEO), various initiatives had been implemented, including those which placed technology as a key driver in its operations. The focus of this paper is on the organization’s ‘knowledge base’ system, or the ‘k-base’. A computerized database for internal use, the k-base was developed in-house and currently managed by IRBM’s Information Technology Department. Originally created to support information sharing among the organization’s auditors, the k-base today features a myriad of information and is accessible by all employees. This paper will trace the journey of the k-base from its original version to being IRBM’s prized possession today as well as the organization’s plans for its future.
Highlights
Knowledge management in the organizational context refers to an approach in actively leveraging upon individual knowledge and expertise towards creating value for the organization (Scarborough, 2003)
While much has been written on knowledge management (KM) technologies in organizations, there seems to be limited discussion on the topic when it comes to governmental bodies
Work performance improvements had in turn became an important factor leading to significant increases in Inland Revenue Board of Malaysia (IRBM) tax revenue collections in 2011 and 2012
Summary
Knowledge management in the organizational context refers to an approach in actively leveraging upon individual knowledge and expertise towards creating value for the organization (Scarborough, 2003). This paper attempts to provide a working example of technology and KM in the Malaysian government It describes how technology plays an important role in knowledge management for the Malaysia’s federal tax collection agency, Inland Revenue Board of Malaysia (IRBM), or ‘Lembaga Hasil Dalam Negeri Malaysia’ as it is referred to in the national language. The IRBM makes an appealing case study as it is currently regarded as an exemplary governmental body which had gone through a successful five year organizational transformation process that made them less bureaucratic, and more efficient and corporate-like. Their success story is well known among those in the government. To establish the research background for the case, the following section presents a discussion on the study of KM in government institutions, with a focus on the role of technology
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