Description

Digital programmes and deliverables are founded on known goals and policies, and the impact can be measured.

Rationale

Digital is a mindset and a method, but it is not an outcome in its own right.  It therefore needs to be aligned to deliver against a defined target operating model.  That said, Digital is also about tracking new opportunities, and changing behaviours, that can influence those goals. As digital tools and habits become more a part of individuals’ lives, the expectations of our customers, workforce and partners, will increase – ‘If I can do this on amazon – why can’t I do it with the council?’

Value for customers could be demonstrated by take up, and satisfaction of digital channels; the council will want savings and efficiencies, and rapid response to change; and the place will want to see social value, and impact on the quality of people’s lives, such as regeneration, community cohesion, and the environment.

Value can also be measured as the added re-usable capability that can be delivered, which can accelerate future gains.

Digital projects should therefore be prioritised, and resourced based on an assessment of value.

Implications

Value can be applied to

• Digital Customer
  • Customer satisfaction, value for money, channel shift
• Digital Council
  • Corporate planning, prioritisation, Capability
• Digital Place
  • Social Value, Environment, Infrastructure, Well-Being, Opportunity, Collaboration

Tools / Methods / Resources

• Target Operating Model
• Policies, Goals
• Business Case
• Assessment
• Evaluation/measuring/monitoring
• Benefits Realisation

Maturity / Check List

• Is a project delivering against a defined goal?
• Is the value measurable?