We have been talking about digital transformation for years and it’s been valuable. Predominantly these big projects focused on two things – automating high value repetitive processes and growing the organisation’s digital presence.
It has taken quite extraordinary circumstances, like the ones that we are experiencing now, to highlight to organisations that during their digital transformations, they had created a number of digital breakages, which are causing them a lot of trouble.
Let’s explore an example of a digital breakage. A company has automated their highly repetitive subscription renewal process. To do so, a set of rules has been created, and any exception to those rules are routed to the call centre.
But right now, your clients can’t reach the call centre, because the staff can’t be there. This represents a digital breakage. For your clients, this broken experience will either damage your reputation or send them to a competitor who can help them.
So, this begs the question what can you do to identify and address these breakages in your organisation?
1. IDENTIFY YOUR DIGITAL BREAKAGE POINTS
Where in your business are hand offs between highly automated processes and manual processes or processes that can’t currently operate? This lets you identify the breakages that are occurring.
2. TAKE YOUR CLIENTS’ LEAD
Analyse the way your clients are using your various digital channels. Has the uniqueness of our current situation created a new norm of behaviour in how your clients want to reach you? How do you use technology to make sure that they can reach you when they need to?
3. BECOME HOLISTICALLY DIGITAL
Some solutions may be easy, small tweaks. Others might require a much deeper understanding of how digital needs to be expanded outside of those highly repetitive processes and actually needs to run across your entire technology estate.
It is at this moment that digital transformation evolves into digital necessity.
4. DECENTRALISE YOUR WORKPLACE
While digital transformation changed a lot on the surface, digital necessity is making sure that your entire estate and technology stack can support a digital way of living and working.
There is a definite need to evaluate end-user computing to identify what the technology looks like – not just related to hardware, but also to collaboration tools and security.
5. BRING YOUR PEOPLE ALONG WITH YOU
There will be different training requirements for different groups. Some may be able to adapt more quickly to a change in the ways we work but may lack some of the fundamental awareness on how to ensure that everything is kept secure. Allow your people to pick training modules and get access to the kind of support that they need.
To bring these five steps to life will probably require a significant investment, but you don’t need to do it all in one go. The important part is the roadmap. Then break that down into manageable projects and prioritise them depending on what is most pressing and what will best serve changing behaviours. It is taking the digital element deeper into the organisation and changing the way that we think about innovation.
Since 2000, Endava has been reimagining the relationship between people and technology, inspired by the way it has become increasingly central to how we live and work. Fast forward nearly 20 years, and we find ourselves living in a truly digital world, with technology providing the foundation of almost everything we do.