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Digital roadmaps

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digital roadmaps

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Digital roadmaps

  1. 1. Digital Roadmaps Fergal Coleman Symphony3 2016 1
  2. 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. 3. The layers all work together Source: William Calfanonieri, CIO, Deakin University
  4. 4. You need a roadmap. Otherwise you will cobble things together….
  5. 5. And you won’t get the digital outcome you desire!
  6. 6. We need a map to guide us
  7. 7. It’s easy to take it all in, right? It’s noisy!
  8. 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. 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. 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. 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. 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. 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. 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. 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. 16. 2. New model - Digitisation To deliver a better customer experience.
  17. 17. Incremental innovation
  18. 18. Digital innovation requires cultural change • Encourage people to try new things • Challenge the status quo
  19. 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. 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

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