A digital vision strategy or plan conveys the transformation of services or how using technology to support new business models will enable the strategic direction of the organisation or allow the organisation to take advantage of strategic opportunities.
A digital vision strategy or plan has a whole of organisation view and may even take into consideration industry or marketplace perspectives. It helps organisations to see existing opportunity or risk and shape the overall strategic business direction of the organisation.
Who should author a vision, strategy or plan?
The strategy or plan should be completed by a team of people with experience and knowledge in the following areas:
- understanding the needs of the customers
- the business and its services
- digital channels and solutions
- supporting ICT infrastructure
- design, marketing and communications expertise.
This will ensure an adequate blend of technical, business and marketing expertise required to produce a meaningful and easily understood digital strategic document.
Developing this type of strategy or plan may involve broad representation from both internal and external stakeholders and is typically sponsored by a business representative.
The development of a digital vision strategy or plan is iterative and may need to undergo several rounds of consultation with stakeholders.
It may also be necessary to prepare a presentation highlighting key elements or important points to be conveyed in the strategy or plan to ensure all stakeholders have a collective understanding of the content without the need to read the document in detail if it is still undergoing development.
Elements of a digital vision strategy or plan
The purpose and core elements of a digital vision strategy or plan are summarised below.
Vision statement
A vision statement anchors the content of digital vision document and explains the need for investment in digital capability. The vision statement should provide guidance and inspiration and provide a focus for what is import to customers and the agency. A vision statement should:
- show how digital enablement will help the customer and what value it will provide.
- show the benefit to the agency in terms of efficiencies, quality of services, access to services or benefits to staff.
- link the future business and digital vision
- be simple and memorable (one or two sentences)
- be inspirational.
Service delivery vision
This section describes the transformation of services and may include the perspectives of the public, customers, employees, service partners or industry. It should provide a narrative about how people will access or use services, technology and information in the future in response to changing service models or new opportunities that the agency takes advantage of.
Service trends
This section describes the major trends or disruptors that are shape or influence future models of service delivery. This section should highlight the need for changes and reinforce the service vision based on research and industry trends either locally, nationally or worldwide.
Technology trends
This section describes the major technology trends or digital disruptors that are shaping or influencing the future of digital service delivery. This section should highlight the current or emerging technology capability available that is reshaping the way services are delivered.
Strategic alignment
This section of the strategy or plan conveys how the digital vision aligns to the broader business vision or strategic direction of the organisation.
Issues and challenges
This section outlines the current business challenges and issues that provide the drivers for change, including how the impact of those issues and challenges is likely to be addressed or reduced using technology to transform service delivery. This section should clearly establish why a change is needed. This section should demonstrate the impact of identified issues in terms of:
- numbers of customers or members of the public affected
- number of employees affected
- costs or lost revenue
- the types of services impacted
- how other agencies or other jurisdictions have benefited from adopting similar approaches.
An infographic can be used as a straightforward way of conveying issues and challenge and suggested changes. Any diagrams or infographics used must accessibility guidelines such as alt-text to describe images.
Principles
This section includes the digital or ICT principles identified as part of the visioning workshops. The principles may guide the behaviour of digital technology users, guide decision making related to investments in digital technology or guide the design of digital systems.
Objectives
This section includes the objectives identified in the visioning activities and convey specific and measurable changes that will occur over the lifespan of the planning document. These objectives can be customer and/or service related, process related, information related, workforce-related or technology related. This section may convey the key success factors that are required to fulfil the vision
Strategies or focus areas
This section includes the specific strategies that will enable the transformation of services. This may include details of the capability that will be enabled. It describes the ‘what’ rather than the how, who and when of digital or ICT planning.
This may include:
- online presence for accessing services
- digital marketing
- customer interaction
- security of Online and Internet facing systems
- supplier interaction
- mobile based solutions
- cloud computing.
Enablers
This section describes the major business changes, technology trends and capabilities required to underpin digital service delivery. This section should reinforce the emerging capability required to transform the way business services are delivered including workforce capability changes.
Business outcomes and benefits
This section includes the desired business outcomes for customers, staff, service partners and government. Where possible, key performance indicators should also be included.
Elements of a digital vision strategy or plan
The purpose and core elements of a digital vision strategy or plan are summarised below.
Core element | Definition |
---|
Vision statement | A vision statement anchors the content of digital vision document and explains the need for investment in digital capability. The vision statement should provide guidance and inspiration and provide a focus for what is import to customers and the agency. A vision statement should: - show how digital enablement will help the customer and what value it will provide.
- show the benefit to the agency in terms of efficiencies, quality of services, access to services or benefits to staff.
- link the future business and digital vision
- be simple and memorable (one or two sentences)
- be inspirational.
|
---|
Service delivery vision | This section describes the transformation of services and may include the perspectives of the public, customers, employees, service partners or industry. It should provide a narrative about how people will access or use services, technology and information in the future in response to changing service models or new opportunities that the agency takes advantage of. |
---|
Service trends | This section describes the major trends or disruptors that are shape or influence future models of service delivery. This section should highlight the need for changes and reinforce the service vision based on research and industry trends either locally, nationally or worldwide. |
---|
Technology trends | This section describes the major technology trends or digital disruptors that are shaping or influencing the future of digital service delivery. This section should highlight the current or emerging technology capability available that is reshaping the way services are delivered. |
---|
Strategic alignment | This section of the strategy or plan conveys how the digital vision aligns to the broader business vision or strategic direction of the organisation.. |
---|
Issues and challenges | This section outlines the current business challenges and issues that provide the drivers for change, including how the impact of those issues and challenges is likely to be addressed or reduced using technology to transform service delivery. This section should clearly establish why a change is needed. This section should demonstrate the impact of identified issues in terms of: - numbers of customers or members of the public affected
- number of employees affected
- costs or lost revenue
- the types of services impacted
- how other agencies or other jurisdictions have benefited from adopting similar approaches.
An infographic can be used as a straightforward way of conveying issues and challenge and suggested changes. Any diagrams or infographics used must accessibility guidelines such as alt-text to describe images. |
---|
Principles | This section includes the digital or ICT principles identified as part of the visioning workshops. The principles may guide the behaviour of digital technology users, guide decision making related to investments in digital technology or guide the design of digital systems. |
---|
Objectives | This section includes the objectives identified in the visioning activities and convey specific and measurable changes that will occur over the lifespan of the planning document. These objectives can be customer or service related, process related, information related, workforce-related or technology related. This section may convey the key success factors that are required to fulfil the vision. |
---|
Strategies or focus areas | This section includes the specific strategies that will enable the transformation of services. This may include details of the capability that will be enabled. It describes the ‘what’ rather than the how, who and when of digital or ICT planning. This may include: - online presence for accessing services
- digital marketing
- customer interaction
- security of Online and Internet facing systems
- supplier interaction
- mobile based solutions
- cloud computing.
|
---|
Enablers | This section describes the major business changes, technology trends and capabilities required to underpin digital service delivery. This section should reinforce the emerging capability required to transform the way business services are delivered including workforce capability changes. |
---|
Business outcomes and benefits | This section includes the desired business outcomes for customers, staff, service partners and government. Where possible, key performance indicators should also be included. |
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