Knowledge Management in Public Sector Organisations: Embracing Digitalisation and AI

Knowledge management (KM) is becoming increasingly important in public service. Civil servants responsible for delivering results and encouraging knowledge sharing across teams understand the need for quick access to information and expertise. Retaining institutional knowledge and onboarding new colleagues with systematic learning processes are essential to achieving organisational goals.

In the age of digitalisation and artificial intelligence (AI), KM practices are undergoing significant changes. The integration of digital tools and AI technologies not only improves information access, but also transforms how knowledge is created, stored, and shared. Civil servants must adapt their KM and talent management (TM) strategies to this evolving environment, leveraging these advancements to remain effective.

Our course will provide a clear introduction to knowledge and TM concepts, focusing on their role in the context of digitalisation and AI. Participants will explore proven KM tools, techniques, and strategies to apply these practices within their teams and organisations. The programme also highlights how AI influences KM practices, offering insights into integrating digital innovations into knowledge workflows.

Our course will be based on the Knowledge Management Toolkit elaborated by our external expert Prof Dr Klaus North. Furthermore, the experience of the UK Civil Service in linking KM and TM will be presented by our expert John Murphy.

Practical approaches to structured knowledge transfer, knowledge organisation and flow will be explored through a hands-on workshop led by Benno Ackermann, featuring real-life cases from Switzerland and the use of digital tools and AI-enabled solutions.

What you will learn

This course will help you develop the skills and knowledge needed to address the challenges of managing knowledge and talent in an era of rapid technological change, ensuring sustainable organisational success.

By taking this course, you will:

• Be able to discuss the stages for development of a conceptual KM framework, building up strategies, and plans for implementing it.
• Learn how to apply knowledge and TM strategies in the context of digitalisation and AI.
• Gain insights into the impact of AI and digitalisation on KM practices, with real-world examples from public organisations.
• Explore structured knowledge transfer and knowledge flow approaches, supported by practical exercises and digital mapping tools.
• Learn best practices from real examples and design training and intervention programmes for efficient knowledge transfer between generations. Each session will have a theoretical component, followed by interactive activities. Throughout the course, there is an emphasis on real-life examples and supported group work.
• Benefit from developing a tailored action plan for your organisation, supported by structured exercises, expert coaching and peer feedback, and grounded in a modular approach that takes into account different levels of KM maturity and the ‘plan-do-check-act’ (PDCA) cycle.

Course methodology

After an introduction to KM and TM, participants will perform a self-assessment and discuss typical challenges. Based on this, they will learn what are effective tools and practices through exercises in an interactive workshop setting. We will present the European Commission’s Practitioners Toolkit, with contributions from the authors of the guide, and explain and support its use in a very practical and interactive manner. The package is divided into different sets that reflect the key steps in implementing KM within a cycle of continuous improvement and learning. The programme integrates sessions on digitalisation and AI not only from a conceptual perspective, but also through concrete tools, use cases and applied workshops, demonstrating how these technologies can actively support KM and TM practices.

The second day is devoted to learning from good practices and implementing them within the participants’ respective organisations. By combining the different modules in the programme, your organisation will develop its organisational capabilities to apply the most effective KM and TM tools.

Through interactive workshops and peer-to-peer learning, this course will help you and coach you to:

• assess the level of current KM practices within your organisation;
• be prepared to use AI and digital tools to improve knowledge management practices and strengthen organisational effectiveness;
• develop and deploy tailored KM action plans and strategies;
• create effective KM practices;
• apply the most effective KM tools;
• design training and intervention programmes for efficient knowledge transfer and retention;
• learn and benchmark from the good practices of other countries.

Through self-assessment exercises and action plan preparation techniques, you will be able to implement what you have learned in your own organisation. The course will equip you with the knowledge and practical tools to design training programmes and interventions to meet the KM challenges.

At the end of the course you will receive a certificate of attendance. You will also have access to the course materials for six months after the course.

This course is aimed at public officials from all levels of government, and especially those responsible for human resources and/or training. The course is also useful for private or civil society and NGOs.

Project number: 2620701

Course venue
European Institute of Public Administration (EIPA)
O.L. Vrouweplein 22
6211 HE, Maastricht
The Netherlands

Project Management Officer
Ms Belinda Vetter
Tel: +31 43 3296382
b.vetter@eipa.eu

Fee
The fee includes documentation, refreshments, and lunches. Accommodation and travel costs are at the expense of the participants or their administration.

Discounts
EIPA member fee
EIPA offers a discount to all civil servants working for one of EIPA’s supporting countries, and civil servants working for an EU institution, body or agency.

Who are the supporting countries?
Civil servants coming from the following EIPA supporting countries are entitled to get the reduced fee: Austria, Belgium, Bulgaria, Cyprus, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden.

For all other participants, the regular fee applies.

Early bird discount
EIPA offers 10% off on registrations made eight weeks or more before the start of a course. The early bird discount is not cumulative with other discounts or promo codes, except for the EIPA member fee.

Loyalty coupon
As a token of appreciation we offer all our participants a loyalty coupon for one of our future courses. The offer can be shared with colleagues and relevant networks. The coupon will expire one year after its release. This discount is not cumulative with other discounts, except for the EIPA member fee.

Meals
Dietary preferences can be indicated on the registration form.

Hotels
EIPA has a special price arrangement with a few hotels. The hotels are within walking distance from EIPA. Payment is to be made directly and personally to the hotel upon checking out.

• Derlon If you wish to take advantage of this special price, please click on the hotel name to book directly using the link
  info@derlon.com
  +31 (0)43 321 67 70
• Townhouse If you wish to take advantage of the special price, use the word ‘EIPA’ in the promotion code field
  info@townhousehotels.nl
  +31 (0)43 323 30 90
• Mabi If you wish to take advantage of the special price, use the word ‘EIPA’ in the promotion code field
  info@hotelmabi.nl
  +31 (0)43 351 44 44
• Kaboom Hotel If you wish to take advantage of the special price, use the word ‘EIPA’ in the promotion code field
  info@kaboomhotel.nl
  +31 (0)43 325 33 40
• Leonardo Boutique Hotel
  reservations.maastrichtcitycenter@leonardo-hotels.nl
• The Social Hub If you wish to take advantage of the special price, use the word ‘EIPA2026’ in the promotion code field

Confirmation
Confirmation of registration will be forwarded to participants on receipt of the completed online registration form.

Payment
Prior payment is a condition for participation.

Cancellation policy
For administrative reasons you will be charged €150 for cancellations received within 15 days before the activity begins. There is no charge for qualified substitute participants.

EIPA reserves the right to cancel the activity up to 2 weeks before the starting date. In that case, registration fees received will be fully reimbursed. EIPA accepts no responsibility for any costs incurred (travel, accommodation, etc.).

A few days before the start of the course you will receive the log-in details for accessing the course materials. You can log in here.