8.3.1 Information Systems

KM activities require information systems to support them. See Chapter 7 for the steps to be taken in the Pre-Establishment Phase.

While it is possible to track data manually, this is both labour intensive and unreliable because of the high potential for human error. For this reason, software to manage data is indispensable.

This goes to the quality and efficiency of programme delivery and of management information, as well as the reliability of statistical information used to report to Parliament and the public. Information systems contribute to the capacity to disaggregate data for purposes of tracking progress on specific groups or issues, as well as the development-related issues discussed in Chapter 5.

An important part of information systems in NHRIs is case management: data management tools can be as simple as word-processing programs, which can be used to generate registers of cases; more useful are spreadsheets, and most useful from a data management perspective are databases. Customised versions of existing software that do not require ongoing expert advice are more affordable and are used in a number of countries, including developing countries like Uganda, Nepal and Afghanistan.

Case management systems: Databases must be designed along the same lines as the complaint processing system. If that does not work well, or does not capture the right data, the supporting database will not either. Databases cannot be built by IT experts in isolation: they must be designed together with individuals who actually implement the programme and manage it – those are the people who must establish system parameters. If they do not, the system may be a marvel of technological innovation and yet not meet the needs of the end user.

For the above reasons the actual development of a system should not start until the case processing system is reasonably established and even then, only when an experienced user group is in place to provide guidance to the IT experts engaged on the design and features of the system. Managers must define their information needs because unless the system is set up to capture that information, it will not be available later. Finally, an internal IT expert should be engaged at the time the system is being developed and tested. That person will have to deal with several issues and modifications that will inevitably be required once the system is installed.