De-risking digital journeys

In the last few years, digital channels and touch-points have created many exciting opportunities for government. Developing a digital presence, updating age-old processes and investing in online innovation are all becoming priorities. Before this journey can begin, however, it is essential that the risks associated with the move to being digital-first are minimised. Here’s a simple guide to making this possible.

1. Understand your citizen

Getting in the right technology is only half the job. Before you embark on any real change it is crucial that you understand the community you are servicing. By analysing your citizen’s behaviour, and what’s more listening to them, you will avoid the trap of building your digital transformation around yourselves as opposed to the citizen you are servicing. Data-driven insights, as opposed to gut-decision making, will go a long way in avoiding fatal mistakes.

2. Question and test your digital beliefs

You may begin a digital journey with preconceptions on how things should be done. It is, however, essential that that these beliefs are tested regularly and that you are not afraid to change your approach based on the data collected. Focus groups are a great way to test new platforms and service delivery methods and prevent you from following through with something based upon uninformed, or out-of-date, opinions.

3. Plan for the worst

Robust risk management is essential to de-risking your digital journey. Drawing up clear policies for the protection of sensitive information and citizen data, as well as implementing crisis-control measures, will help mitigate potential damage. This also applies to employing third-party agreement with suppliers, partners, and stakeholders.

Putting the right controls in place boosts your chances of getting the best results.