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Digital Transformation

Digital Transformation is a whole organisation agenda, and not limited to the replacement of technology infrastructure and systems.

Change Management

The people change aspects of Digital Transformation are often underestimated and should not be limited to training staff in how to use new technology systems and devices.  A more holistic approach and focus on changing the culture and attitudes across the organisation are key to success.  The model below outlines the Digital First approach to delivering digital change management with our clients:

Our change readiness assessment and organisational communications methodology also help us to effectively deal with the people change aspects of Digital Transformation.

Front Office Platform Transformation

It is no secret that customers are now very digital in their approach to engaging with the major institutions in their lives, and the proliferation of new mobile and internet technologies has increased this demand.

Many organisations have grown and developed their customer facing technology platforms incrementally over the last decade.  Websites have been refreshed and upgraded, new back office systems have been added and customer portals for self-service have been introduced.  Often this has resulted in a proliferation of different technologies deployed on an organisation’s website, including forms packages, portals, information streams, different log in points and an experience for customers that does not measure up to modern digital standards.

Digital First can help you find the most cost effective way to modernise your front office platform, make the best use of the technologies you already have and ensure that you provide a modern and fresh customer experience and service.

Digital First were commissioned to work with the Brent Housing Partnership to support its digital transformation, improve the overall customer and staff experience and delivery efficiencies through digitisation.

In developing the digital strategy we:

  • Undertook widespread staff and stakeholder engagement via digital transformation workshops
  • Assessed the options for digitising the customer front end and a wider assessment of the back office systems, data and integration opportunities
  • Developed a commercial business case for investment in a programme of digital transformation.
  • Produced a detailed design and specification of over 100 business processes and the including multiple integrations to create an end to end platform

Key outcomes achieved:

  • A clear technical roadmap for incremental digital transformation to create a new customer digital platform
  • Early rationalisation for the business applications portfolio generating over £200,000 per year in savings
  • Agile development of a new housing portal design to drive self-service and a richer customer experience
  • Production of a business case for change for a Dynamics 365 platform and wider savings of £600k annually – delivering an 18 month digital ROI
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