Modernize Legacy Systems, Optimize Processes and Implement User Centric Design to Improve Tech Operations with a Creative Approach

Abstract

Public service leaders are facing complex leadership pressures amid rapidly advancing social, economic, political and technology changes. Improvement and optimization are the new targets amid budget constraints and with fewer resources. Public service leaders are looking to provide effective client centric digital solutions to citizens that are cost effective, while trying to pull the internal operations into modernization with optimization initiatives to reduce costs and build efficiency with a reduced work force. Applying the creative thinking approach towards options analysis for complexity and adaptive leadership, 4Ps of Creativity, Six Thinking Hats, and Ekvall’s dimensions, this paper aims to provide a recommendation for leaders to bring organizational improvements towards operations efficiency in the context of the modernization of legacy systems, combined with process optimization and human-centric design, to reduce inefficiencies and costs in technology operations and support reconciliation of trust in senior management, to support human centric governance needs of citizens.

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Keywords: Six Thinking Hats, Creative Thinking, IT Operations, Leadership, Human Centric Design

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Modernize Legacy Systems, Optimize Processes and Implement User Centric Design in Improving Tech Operations Using Theory and Applications of Creative Thinking

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A.????? Introduction:

The modernization of legacy systems, process optimization and human-centric design is essential for reducing inefficiencies and costs, and to keep pace with the rapidly evolving global technology landscape and provide improved governance with continuous improvement in the context of an IT department operations in the public service. The shared services tech organization needs to work closely with partner departments, internal and external executives, technical teams, and the public in keeping them engaged, informed, and connected at the right levels with improvements in technology service provision for an ultimate goal of an improved governance experience and engagement for the citizens.

For example, this is important as tech savvy governments globally are moving towards a single digital ID that provides a lifetime journey experience to citizens, with all departments working seamlessly in the background to provide that easy, seamless user experience for services being utilized at federal, provincial and municipal levels. That level of effective, useful direct engagement with citizens is impeded when departments are still struggling with siloed expensive legacy systems that are potential security risks and yet have dependencies that makes it unfeasible to migrate to newer cloud platforms. Complex creative leadership skills are needed to be applied to providing an approach to manage the business transformation of technology, process and user experience.

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B.????? Problem Description and Project Goals:

Problem Statement:

Creative thinking skills can be used to manage the transformation of outdated legacy systems, inefficient processes, and a lack of user-centric design that contributes significantly to operational inefficiencies and elevated costs.

Description:

The problem can be further defined into three categories as follows to understand the interconnected and complex nature of the problem:

1.?????? Modernization of Legacy Systems:

Legacy systems in the public service require customization to integrate with modern technologies and this drives up cost, leads to data silos, security vulnerabilities, and maintenance challenges. The ideal outcome would be updating outdated technology and systems to keep up with current standards as modern systems can improve data accuracy, security, and accessibility.

2.?????? Process Optimization:

Inefficient processes hinder productivity and increase operational expenses, so improving business processes can lead to increased efficiency and productivity, especially by use of AI, automation and advanced analytics in identifying and eliminating bottlenecks.

3.?????? Human-Centric Design:

Systems that do not prioritize human-centric design result in poor user adoption and satisfaction, so involving end-users in the design process can lead to better adoption and satisfaction with human-centric design in creating user-friendly systems and processes with reduced inefficiencies and costs.?

Project Goals:

The following project goals are proposed:

1. Optimize Legacy Systems Integration and Security: Enable effective integration of legacy systems to modern platforms. Improve cybersecurity measures to protect against data breaches and cyber-attacks.
2. Increase Operational Processes Efficiency: Streamline business processes to eliminate bottlenecks and reduce redundancy. Implement automation to handle repetitive tasks, freeing up human resources for more strategic activities.
3. Improve User Experience: Design systems and processes with a focus on user needs and preferences. Increase user satisfaction and adoption rates through intuitive and user-friendly interfaces.

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C.????? Literature Review and Research and Analysis:

The following literature review involved reviewing and summarizing key findings, theories, methodologies to understand the best practice approach to solving this problem, and understand potential solutions implemented for similar goals so the approach can be fine tuned and adjusted based on best practice to ensure the required outcomes from the proposed project. This literature review highlights how modernizing legacy systems, optimizing processes, and implementing human-centric design can enhance efficiency, reduce costs, and improve user satisfaction.

Modernization of Legacy Systems:

Researchers Abu Bakr and Jambari (2022), write in the Sustainability journal in “A Qualitative Study of Legacy Systems Modernisation for Citizen-Centric Digital Government”(2022) that “the modernization effort for legacy systems in the public sector is not straightforward. Besides technical aspects, it should also consider non-technical aspects, including the requirements of the new era of citizen-centric digital government. In order to achieve this aspiration, a complete strategy must be developed to serve as a guide for government agencies... The study results revealed that human, process, product, and organization aspects as well as the related characteristics of the citizen-centric influence the legacy systems modernization in the era of digital government. The findings contribute as a complete guideline for the public sector agencies in modernizing the legacy systems in line with the citizen-centric digital government vision.” (Abu Bakr et al, 2022) ?This paper explores in detail the modernization of legacy systems in the public sector, focusing on both technical and non-technical aspects to align with citizen-centric digital government initiatives.

On a similar note, in consulting giant Deloitte’s whitepaper “Why mainframe modernization, why now?” Metzger (2024) states that while mainframes have been the backbone of IT infrastructure for over 50 years, modern AI based tech and edge computing are not effectively supported on mainframes and leads to technical debt for the organization. This technical debts hinders digital transformation and stagnates the IT organization from being agile and with an increased reliance on aging tech support resources, and declining vendor support and product obsolescence, and inability to deliver effectively.? From the conference paper of Hogan, G. et al. (2024) titled “Investigating Systems Modernization: Approaches, Challenges and Risks” (2024) while legacy systems and software have been crucial layers in business processes and workflows because of their usefulness, the challenges and risks of modernization can be considered as worth evaluating against the need for supporting technological advancements with strategic evaluation for modernization for the project. In the article “Implementing Industry 4.0 solution with legacy informational systems” (2020) in the International Scientific Journal Industry 4.0 (2020), Hrisafov et al. discuss the reason why complex organizations rely on legacy systems despite the high costs of operations, and the option of a hybrid solution as an alternative approach in modernization of legacy systems. ?

For example: Applying complex leadership, Deloitte consulting helped a large multinational with modernization of its legacy applications to better meet customer needs by creating a future-state roadmap and an application modernization center to manage the modernization across the enterprise with improved user experiences, security protocols, streamlined development integration, and systematic information-sharing among teams (Deloitte, n.d.). For interested leaders, Deloitte's Digital Transformation for Legacy Modernization article discusses the benefits of fully automated migration and refactoring for legacy systems, highlighting how these methods can enhance IT operations, reduce costs, and support new digital capabilities (Deloitte, n.d.). Similarly, Gartner's Guide on Modernizing Legacy Systems outlines various strategies for modernizing legacy systems, such as encapsulation, rehosting, replatforming, refactoring, rearchitecting, rebuilding, and replacing. It emphasizes the importance of choosing the right approach based on the specific problem and desired outcomes (Gartner, 2019) Both Gartner and Deloitte provide comprehensive strategies for modernizing legacy systems, which align with the goal of enhancing system integration and security discussed in this paper.

Process Optimization:

In the IEEE Transactions on Knowledge and Data Engineering, Vol 34, issue 4, April 2022 paper “Measuring Fitness and Precision of Automatically Discovered Process Models: A Principled and Scalable Approach” researchers Augusto, Armas-Cervantes, Conforti, Dumas and La Rosa discuss the automated process discovery techniques to generate a process model from an event log. This approach can support scalability, data models for master data, computational modeling for process automation and execution. Chapela-Campa and Dumas write in ?“From Process Mining to Augmented Process Execution”(2023) about the convergence of process mining and AI-driven approaches to business process optimization and how a data-driven approach with autonomic augmented execution of business processes for continuous improvement can benefit the process optimization, “Given their common data requirements and overlapping goals, process mining and AI-driven approaches to business process optimization are converging. This convergence is leading to a promising emerging concept, which we call (AI-)augmented process execution: a collection of data analytics and artificial intelligence methods for continuous and automated improvement and adaptation of business processes” (Chapela-Campa and Dumas, 2023)

For example, Six Sigma promotes a Data-Driven Approach to Process Optimization: This source explains the Six Sigma methodology, which uses data-driven techniques to identify inefficiencies and optimize processes. It covers the DMAIC framework (Define, Measure, Analyze, Improve, Control) and its application in various industries (Six Sigma, n.d.), and in its Business Process Optimization paper the Project Management Institute combines project management and Six Sigma best practices to present solutions to optimize critical business processes in a structured approach to identifying and implementing process improvements (PMI, 2006). The Six Sigma methodology and the PMI's approach to business process optimization support this paper’s goal to streamline processes and increase operational efficiency with the importance of data-driven decision-making and structured frameworks to achieve significant improvements in process performance.

Human-Centric Design:

In Humanistic Management Journal’s article “The Emerging Concept of the Human-Centered Organization: A Review and Synthesis of the Literature”(Townsend, Romme, 2024) the researchers conclude that while further research is needed on human centric organization, it requires humanistic values such as positive human experiences in the workplace, semi-autonomous and self managed and people centered tools and practices to provide an environment where humans can achieve best results easily.

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Gaps

Further, the literature review identifies the following potential gaps that the project can address to provide value:

1. Integration Challenges: There is a lack of detailed guidance on integrating these modernized systems with existing infrastructure and this gap will be addressed by developing specific integration plans and tools to ensure seamless transitions as part of the project.
2. Holistic Process Optimization: Although Six Sigma and PMI offer robust frameworks for process optimization, the improvements have to be tailored to the public service specific organizational contexts into a comprehensive process optimization strategy by the project.
3. User-Centric Implementation: The literature on human-centered design emphasizes the importance of user involvement but will still need detailed use cases and customer journey examples in the context of public service tech and services.

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D.????? Proposed Methodology and Solutions Approach and Project Timeline

The following sections discuss options the executive can consider for the refresh of IT operations to reduce costs.

Proposed Solution Approach For the Three Categories of Improvement in Tech Operations:

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Modernization of Legacy Systems

1. Adopt Cloud-Based Solutions: Transition from on-premises legacy systems to cloud-based platforms to enhance scalability, flexibility, and security and utilize cloud services to improve system performance.
2. Implement Microservices Architecture: Break down legacy systems into smaller, manageable microservices that can be developed, deployed, and scaled independently in an agile manner with improved integration.
3. Use API Integration: Develop APIs to enable legacy systems to communicate with modern applications and services to facilitate data exchange and interoperability between old and new systems.

Process Optimization

1.?????? Process Mapping and Analysis: Conduct process mapping to identify inefficiencies and areas for improvement with data analytics and process mining supported with AI tools. Automate repetitive tasks with robotic process automation.

2.?????? Implement Lean and Six Sigma Methodologies: Apply Lean principles to eliminate waste and streamline processes and use Six Sigma techniques to reduce process variation and improve quality.

Human-Centric Design

1. User Research and Design Thinking Workshops: Conduct user research to understand the needs, preferences, and pain points of end-users. Organize design thinking workshops to foster creativity and collaboration among stakeholders. Engage users in the design process to co-create solutions that are intuitive and user-friendly.
2. Develop User-Centric Interfaces: Focus on creating interfaces that are easy to navigate and visually appealing with accessibility and inclusivity.

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Proposed Creative Thinking Methodology Applications to Improve Tech Operations

Utilization of creative thinking theory and tools to analyze the problem and proposed approach:

Methodology - Apply the theoretical concepts, creative thinking skills, techniques, and principles of Creative Thinking ?

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Six Thinking Hats

The Six Thinking Hats method provides a framework examining the issue from multiple perspectives. The White Hat highlights the inefficiencies and security vulnerabilities of outdated systems, emphasizing the need for modernization and process optimization. The Red Hat considers the emotional impact on employees, who are frustrated with inefficient systems and desire a more user-friendly environment. The Black Hat provides insight into potential obstacles, such as resistance to change, high initial costs, and technical difficulties. The Yellow Hat focuses on the benefits of modernization, including improved efficiency, reduced costs, enhanced security, and better user satisfaction, leading to competitive advantages and higher employee morale. The Green Hat perspective provides innovative solutions like cloud-based platforms, microservices architecture, and human-centric design, leveraging automation and AI for process optimization. The Blue Hat viewpoint highlights the importance of a clear roadmap for modernization, regular reviews, and adjustments to ensure alignment with organizational goals. This structured approach enables the leadership to evaluate potential solutions to find the best fit.

Divergent and Convergent Thinking

Divergent thinking involves brainstorming solutions for modernizing legacy systems, optimizing processes, and enhancing user-centric design, such as cloud migration, API integration, Lean and Six Sigma methodologies, user research, and iterative design. Convergent thinking then evaluates these solutions based on feasibility, cost, and impact, to select the most effective and practical options with solutions that are cost-effective, easy to implement, with ?improved efficiency and user satisfaction.

4Ps of Creativity

The 4Ps of Creativity emphasizes a comprehensive approach to analyzing the problem from a person, process, product, and press viewpoint. Person involves identifying key stakeholders and leveraging their expertise in IT modernization, process optimization, and user experience design. Process entails following a structured methodology, such as Agile, Lean, and Design Thinking, for planning, analysis, design, implementation, and evaluation. Product focuses on delivering a modernized, efficient, and user-friendly system that addresses integration, efficiency, and user satisfaction. Press highlights fostering a culture of innovation and continuous improvement, providing necessary resources and support for successful implementation. This approach ensures comprehensive and effective modernization efforts.

Ekvall's 10 Dimensions

Ekvall's framework can be used to analyze the challenges of outdated systems, inefficient processes, and to provide support for a creative work environment. Increasing employee involvement in modernization projects boosts motivation and providing autonomy and encouraging experimentation facilitate innovation. Creating a supportive environment for new ideas and fostering trust improve communication, while introducing dynamic workflows and promoting a playful atmosphere stimulate creativity. Encouraging open debates and calculated risk-taking, along with allocating time for idea development, enable innovation and addressing conflicts and promoting collaboration ensure a harmonious work environment.

Leadership Dynamics

Depending on the position of the leader, various leadership styles can be utilized to reach project outcomes. With complexity leadership executives use adaptive, flexible, and innovative approaches to leadership, focusing on enabling solutions through decentralized decision-making and a culture of learning and collaboration that enables organizations to deal with uncertainties and complexities of a digital transformation (Deloitte, 2022).

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Major Project Steps and Timeline

1. Project Inception and Planning (Month 1-2) Define Objectives and Scope: Clearly outline the project goals, scope, and deliverables. Stakeholder Engagement: Identify and engage key stakeholders to gather requirements and ensure alignment. Resource Allocation: Assign project team members and allocate necessary resources. Risk Assessment: Conduct a preliminary risk assessment to identify potential challenges.

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1. System Analysis and Design (Month 3-4) Current State Analysis: Assess the existing legacy systems, processes, and user interfaces. Requirements Gathering: Collect detailed requirements from stakeholders and end-users. Design Solutions: Develop design specifications for system integration, process optimization, and user-centric interfaces.
2. Development and Integration (Month 5-8) System Modernization: Implement cloud-based solutions, microservices architecture, and API integrations. Process Optimization: Apply Lean and Six Sigma methodologies, and implement automation tools. Human-Centric Design: Develop and test user-friendly interfaces based on user feedback.
3. Testing and Quality Assurance (Month 9-10) System Testing: Conduct thorough testing of the modernized systems and integrated processes. User Acceptance Testing (UAT): Involve end-users in testing to ensure the solutions meet their needs. Security Testing: Perform security assessments to ensure robust protection against cyber threats.
4. Implementation and Deployment (Month 11-12) Pilot Deployment: Roll out the solutions in a controlled environment to monitor performance and gather feedback. Full Deployment: Implement the solutions organization-wide based on pilot results. Training and Support: Provide training sessions and support to ensure smooth adoption by users.
5. Evaluation and Continuous Improvement (Month 13-14) Performance Evaluation: Assess the performance of the implemented solutions against predefined metrics. Feedback Collection: Gather feedback from users and stakeholders to identify areas for improvement. Continuous Improvement: Implement iterative improvements based on feedback and performance data.

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Assessment and Evaluation

To assess and evaluate the outcome of the project and measure the success of the project, the management can define Key Performance Indicators (KPIs) such as system uptime, process cycle time, user satisfaction scores, and cost savings. The executive and project manager can conduct regular project reviews at a governance board, and audits to ensure alignment with goals and timelines and iteratively collect and analyze user feedback, potentially with AI tools to gauge the effectiveness of the solutions and identify areas for improvement.

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Potential Barriers and Mitigation Strategies

The modernization project will face barriers such as resistance to change, qualified skilled technical resources, budget constraints, and data security concerns due to potential delays. To mitigate resistance to change, engage stakeholders early, clearly communicate the benefits, and provide ongoing training and support. Technical challenges can be managed with testing by technical resources, and having contingency plans. Budget constraints can be managed by prioritizing critical components, and efficiently managing resources and scope creep. Data security concerns require cybersecurity, security audits, data protection regulations compliance.

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E.?????? Conclusion

Outdated systems and inefficient processes cause high costs and inefficiencies in IT operations in the public service. By using creative problem-solving techniques such as 4Ps, divergent, convergent thinking, Ekvall’s and Six Thinking Hats, and the best practices in the literature review in this paper, executives can make informed decisions manage the complex leadership challenges from the business transformation to modernize legacy systems, optimize processes, and implement human-centric design and improve operational efficiency with cost reductions. Implementing the proposed project will provide the outcomes of enhanced integration, security, efficiency, and user experience.

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