Digital transformation begins with service ownership

Overview

Map the current service, the people involved and the points where information is delayed or re-entered. Agree the intended service outcome before selecting software.

Assign ownership for process changes, access controls, data quality and user support. Include the people who perform the work in the design and review process.

Roll out changes in a bounded pilot. Use feedback and practical service measures to adjust the workflow before expanding across departments.

Key considerations

• Define the operating decision and its owner
• Document the evidence, interfaces and assumptions
• Agree validation and handover responsibilities

Related solutions

Digital Transformation Strategy

Smart Government & Citizen Services

Product capabilities

• Define the operating decision and its owner
• Document the evidence, interfaces and assumptions
• Agree validation and handover responsibilities