The aspiration

Our research indicated there are a number of technologies and cultural shifts that will be instrumental in getting us to our digital destination

The technologies

On-demand

What it looks like:

  • Quick log-ins and persistent connections
  • Highly accessible and available corporate tools
  • Available anywhere and across many devices
  • Collaboration and sharing driven

Why it matters:

  • Work remotely with total coverage
  • Work collaboratively with anyone, anywhere
  • Share and inform securely
  • Scale quickly for new projects, or new organisations joining the alliance

Automated

What it looks like:

  • End-to-end digitised processes
  • Systems that talk to one another
  • Smart user interfaces and devices
  • Back office failover
  • Customer interaction that doesn’t necessitate officer time

Why it matters:

  • Enables 24/7 customer service
  • More informed and engaged customers
  • Less reliance on staff for back office processing
  • Less failure to processes due to poor data validation

Data-driven

What it looks like:

  • Established data pipelines and workflows
  • Accessible tools to evaluate and visualise data
  • Easy access to customer and management intelligence
  • Applications that consume and use data

Why it matters:

  • Know our customers better
  • Target spend and resource more effectively
  • Better able to measure success and learn from failure
  • Better able to share and collaborate with other orgs

Connected

What it looks like:

  • Ubiquitous and seamless connections
  • Easy and consistent access
  • Robust but transparent security
  • Future-proofed: plenty of bandwidth

Why it matters:

  • Empower people to be more mobile
  • Transfer from one device to another seamlessly
  • Capture data where it’s generated
  • Empower Internet of Things (IoT) and smart devices

The cultures

Informed Users

What it looks like:

  • Staff that naturally communicate and share
  • Staff that understand digital and what it can do for them
  • Staff that feel confident in managing and leveraging data
  • Staff that are confident in using new solutions

Why it matters:

  • Confident users are less change-resistant
  • Informed users more likely to cross-/re-skill
  • Customers empowered to co-design solutions and disrupt
  • More opportunity to draw on skills in the business

Invested Customers

What it looks like:

  • Established and proactively led customer engagements
  • Simple and robust service request and incident reporting
  • Constant customer feedback
  • Proper customer metrics and reporting

Why it matters:

  • Customers feel involved and that they are able to influence
  • Better understand the challenges and frustrations of our customers
  • Customers better understand our challenges and constraints
  • Able to measure, therefore, able to improve