digital roadmaps

1. Digital Roadmaps
Fergal Coleman
Symphony3
2016
1

2. What are digital platforms?
1. A beautiful skin (nice looking!)
2. Flexible and scalable services and processes
3. Strong core foundations – technical
and non-technical
More than technology – people, process, data
culture,
CRM
CRM/SCV

3. The layers all work together
Source: William
Calfanonieri, CIO,
Deakin University

4. You need a roadmap. Otherwise you will cobble
things together….

5. And you won’t get the digital outcome you desire!

6. We need a map to guide us

7. It’s easy to take it all in, right?
It’s noisy!

8. Realisation of
benefits and ongoing
implementation
Begin
implementation with
a 12 month detailed
implementation plan
• Effort:
• Circa 20 days – 5 first, then 15
• Consult and work with council employees over
five days onsite, by telephone and internet
• Outcome:
• A concise report that will include:
• Current v. Desired use of digital channels
to engage/service the community
• Gap Analysis of digital technologies
• Concise digital roadmap, with an overall
approach and vision for digital strategies
• Outline actions required over a 3 – 5 year
period,
• Provide detailed 12 month plan with
costs, who is responsible, key milestones
and KPI’s
Digital Roadmap: Gap Analysis
and implementation plan to
achieve
6 weeks*
Scope of proposal 6-12 months
2 - 5 years
The Approach
Proceed?
Y/N
Proceed?
Y/N

9. Obtain a detailed
understanding of the current
information management and
IT systems environment.
Reach consensus among
council staff on the major
issues and the desired
outcomes and deliverables
from a Digital Roadmap.
Activity Target Tasks Means of working
Systems and data
review
Workshops
Review information and data frameworks,
internal systems, websites and social
media and mobility solutions. Understand
how web technologies can integrate with
internal IT, (e.g.CRM, Techone, GIS,
etc.). Discuss security and privacy
concerns and policies.
Site visit to access key systems and
data (including website audit)
Interview key IT employees.
Review and analyse data and
analytics
Work with council staff to verify
conclusions.
Facilitate Workshops with Management
and employees using facilitation tools.
Gain understanding of overall vision
for the organisation and develop a
vision and strategy for digital
technologies and managing change
Facilitation using key consulting
tools which may include:
Gap Analysis, Customer
Segmentation, Personas and
customer journey, Logical
boxes framework, Eight week
strategy cycle. We will also
present working prototypes to
staff.
Obtain an overall
understanding of the key
business functions and how
things are done, how the
community is currently
serviced and where
internet/digital technology
may be able to assist.
Onsite interviews
Discuss current key business
processes and communications
practices
Review current use of systems
Review current skillsets and change
management practices.
Review existing documentation/information.
Site visits and interview key responsible
employees in communications, customer
service, and community engagement,
planning, engineering.
Map council communication processes and
touch points.
Examine digital initiatives in
government and industries
worldwide. Develop matrix of
digital tools and their
applicability to council.
Write up and present report,
recommendations and roadmap
with costs
Review analytics data
Provide case studies and options.
Contact vendors for details on
benefits and features, future
upgrades and enhancements.
Provide cost-benefit analysis
Write report with recommendations,
timeframes and costs
Desk research
Telephone meetings with providers
Report writing and amendments
Presentation
Desk research and
report writing
Activities

10. Communicate with Council using Social Media
Find Council
Service or Policy
Information
Find Nearest
Services on a Map
Find Events & Book / Pay
Send Council
Feedback about
Service Delivery
Pay my Bills
Subscribe to
News Feeds
24/7
Mobile Table
or Laptop
Fill out Forms or apply
for Permits
Change my Details in
All Council Systems
Participate in
Community Consultation
Discuss Issues with
others in the Community
Receive
Personalised
Content
DELIVER THE VISION
BUILD COMPONENTS
CONFIRM THE VISION
PILOT
TECHNOLOGY
10
STREAM2.
INFORMATION
MANAGEMENT
STREAM 3.
INFORMATION
CONTENT
SET THE VISION
DIGITAL
ROADMAP
The Symphony3 Roadmap Framework
BUILD DIGITAL COMPONENTS TO DELIVER
A SEAMLESS DIGITAL EXPERIENCE
CO-ORDINATE INFORMATION BETWEEN ALL
DIGITAL SYSTEMS AND TOUCH POINTS
HAVE THE CORRECT CONTENT AVAILABLE FOR THE
DIGITAL ENVIRONMENT
STREAM 1.
DIGITAL
PLATFORM

11. Ongoing
A BETTER AND PERSONALISED
CUSTOMER EXPERIENCE
Years 2-5?
BUILD COMPONENTS
CHANGE ORGANISATION
11
UNDERSTAND
DIGITAL NEEDS
AND PILOT /
DESIGN DIGITAL
DELIVERY
CAPABILITY
BUILD DIGITAL
COMPONENTS TO
DELIVER A
SEAMLESS DIGITAL
EXPERIENCE
DESIGN /PILOT / BUILD
INFORMATION MANAGEMENT
CAPABILITY
CO-ORDINATE INFORMATION
BETWEEN ALL DIGITAL
SYSTEMS AND TOUCH POINTS
CHECK DATA CONTENT
Asset / Address / Name / Doc
HAVE THE CORRECT CONTENT
AVAILABLE FOR THE DIGITAL
ENVIRONMENT
DIGITAL
PLATFORM (inc.
social media,
mobile, IoT)
INFORMATION
MANAGEMENT
INFORMATION
CONTENT
Years 1-2
BUILD ROADMAP & PILOT
CHANGE MANAGEMENT
Communicate with Council using Social Media
Find Council
Service or Policy
Information
Find Nearest
Services on a Map
Find Events & Book / Pay
Send Council
Feedback about
Service Delivery
Pay my Bills
Subscribe to
News Feeds
24/7
Mobile Table
or Laptop
Fill out Forms or
apply for Permits
Change my Details in
All Council Systems
Participate in
Community Consultation
Discuss Issues with
others in the Community
Receive
Personalised
Content
The Roadmap Framework

12. 12
Do most of
these tasks
from Social
Media
channels.
Find Council
Service or
Policy
Information
Find Nearest
Services on a
Map
Find Events &
Book / Pay
Send Council
Feedback
about Service
Delivery
Pay my Bills
Subscribe to
News Feeds
and Emails
Do this 24/7
on a Mobile Tablet or Laptop
Fill out Forms
or apply for
Permits
Change my
Details in
all Council
Systems
Participate in
Community
Consultation
Discuss Issues
with Others in
the
Community
Receive Personalised Content
The things the public and staff will expect to do on our Digital Platform (website)
Seamlessly Incorporate
Social Media Content
and Activities.
Find a Job with Council
Find and respond
to Tenders
Initiate Live Chat with
Council Staff
In the future council will engage and service the community differently.
Book a facility Complete a
grant application
Access open data
to see asset utilisation
See a history of
transactions with
Council

13. What steps will we take?
• The organisation will:
– Conduct a gap-analysis on council’s current digital channels, services and tools and
underlying systems and data to ensure they can meet our future digital needs.
– Review current work practices and processes and their alignment with existing technology.
– Conduct an internal skills audit and identify areas for improvement.
– Develop a future digital vision.
– Develop a digital framework upon which council can build its digital capabilities.
– The above activities will result in a digital roadmap outlining work streams and actions for 3-5
years and associated costs.
• Council can then make an informed decision on how to proceed with its digital journey (or not to
proceed at all).

14. Outcomes
• On conclusion of this project Council will have:
– A digital roadmap that outlines a vision for the future digital platform at council (5 - 10 years)
and provides recommendations for delivering on that vision.
– At this stage we can make an informed decision on whether to proceed/not proceed
• The roadmap will include:
– A framework for implementing digital technologies and platforms at council
– A roadmap for implementation with detailed recommendations/actions and potential costs for
the next 12 months, and broader actions and costs for the following 3- 5 years.
– Recommendations on how to drive cultural change in the organisation. (For example how to
use rapid prototyping and digital working groups to drive digital disruption and digital change
within the organisation)
• A secondary outcome of this process will be to challenge the status quo in the organisation and to
begin the digital change process.

15. What’s expected of you
• The process will be fun but challenging (we will be out of our comfort zone at times)
• Embrace the process
• Challenge the status quo. Ask questions of yourself and colleagues:
– Ask why do we do things in certain ways?
– Can we do them more efficiently or in new ways?
– Can we eliminate new processes?
– How are things done better in other organisations?
– Where can digital technology give us immediate wins?
– What should we be looking to do in the longer term?
– What are the major barriers that are stopping us?

16. 2. New model - Digitisation
To deliver a better customer experience.

17. Incremental innovation

18. Digital innovation requires cultural change
• Encourage people to try new things
• Challenge the status quo

19. 19
Fergal Coleman
• Director of Symphony3
• Twitter: @Symphony3Think
• Email: fcoleman@symphony3.com
• Web: www.symphony3.com
• Mob: 0423 198184
Practical tips for success
in the digital world.

20. 1. Symphony3
… we help you make the cacophony a
symphony!
• We exist to help make our clients
successful in a digital world
• We do this by helping them develop
simple, connected, customer
experiences in a digital world