Digital Transformation Analysis - and support packages

11 July 2016

Digital Transformation Analytics

In conjunction with CIPFA, the principal public service provider of benchmarking and financial transformation, RedQuadrant is offering our Digital Transformation Analytics for the third year.

Digital Transformation Analytics provides actionable insight to councils to help them use new approaches and new technology to improve service delivery and reduce the cost of customer contact. This year, the service is being extended in terms of the insights it provides to members. 

To find out more and subscribe - for less than £1,000 a year - go to http://www.cipfa.org/services/benchmarking/digital-transformation-analytics

Read our latest white paper - Digital Service Design: Seven Principles for Success - here Digital Service Design: Seven Principles for Success

 

Digital Transformation Analysis support packages

These packages of support are aimed to provide maximum support, insight and skills transfer at minimum cost for councils. The aim is to transfer skills and provide expert advice that allows teams to successfully navigate key stages on the path from an initial commitment to transformation through to realisation of benefits from that transformation.  

Business case review and ‘SWOT’ analysis workshop

The draft business case can be the most important part of the change process as it sets the foundations and direction for the subsequent programme. It’s also the first opportunity to engage with stakeholders and start a dialogue on what an organisation wants to achieve, why and how. This package aims to help get the fundamental proposition right, which can save a lot of time, resource and friction downstream. This package involves having experts read through the organisation’s digital service delivery business case and supporting evidence ‘as is’, along with the organisation’s contact volume and cost data including budgets and strategies.  

The aim is to provide support in achieving a basic proposition that is sound, evidence based and can be communicated to stakeholders. It also aims at provide a level of challenge and external assessment that is often missing from digital service delivery business cases. The focus is not on whether digital service delivery has the potential to deliver improvements and savings; it generally can. It’s on whether the specific plan put forward has the potential to deliver the outcomes it claims for the investment requested and deliverables/activities include:

  • An analysis of the case for change based on the evidence available using the Strengths, Weaknesses, Opportunities, Threats (SWOT) template.
  • Comparison of ‘as is’ and ‘to be’ channel usage and contact volumes with relevant peer benchmarking data to quantify challenges and opportunities.
  • Comparison to peers in terms of best practice in channel usage in service delivery as well as consideration of local factors such as population density and population size.
  • Identify the key risks that will need to be managed to achieve the desired outcomes.
  • Facilitation of an interactive workshop where internal stakeholders can engage with each other and our expert team.
  • Capture of the findings including the output of the workshop as an outline action plan to achieve a strong evidence based business case.
  • Production of a short narrative report suitable for an executive/senior team.

The package is intended to help teams avoid many of the common mistakes that cause a change plan to stall at or after business case approval and/or fail to ultimately deliver the intended benefits. This includes advice on actively managing stakeholders so that the case gains the support necessary to implement the changes needed.

Cost £7,675 + VAT

Digital services:  digital service adoption rates and digital inclusion

This is a short package of work to provide quantitative evidence of likely uptake of digital self-service options using techniques that have been developed over the last four years of work with Experian Mosaic and councils. It uses Mosaic data at the level of the local authority area to classify households according to their propensity and ability to access the internet and transact online and provides quantitative and qualitative data regarding:  

  • The proportion of households online and capable of transacting online.
  • The dominant household types in the area, their willingness/ability to transact online and the communication channels most likely to influence them.
  • The proportion of households offline or who are online but may struggle to interact and transact online in the context of benefits and council services.

It then uses open source data on the claims levels for key state benefits to determine:

  • Absolute levels of claims for key benefits (JSA, HB, Pensions Credit, DLA).
  • The geographic locations of claimants at local strategic output area level.
  • Where ‘hot spots’ exist in terms of high numbers of state benefit claimants and the implications of this in terms of digital exclusion.

The output of this analysis is a short report that is designed to inform a digital service delivery business case on what the realistic maximum uptake levels would be and offer ‘pen pictures’ of the predominant groups that need to be influenced to go online.

It also starts to identify many of the issues that will be of concern to councillors by identifying those at highest risk of exclusion and providing some maps that show this at the sub-ward level. It does not attempt to address the issue of how to best support the digitally excluded, but will provide evidence of the scale of the challenge and provide maps of digital exclusion using open source benefits claim data.

In our experience this is a very cost effective approach as it rapidly provides quantitative evidence in forms that can be shared with stakeholders and is much easier that service user survey type approaches which can be time consuming and struggle to get sufficient numbers of responses.

Cost £4,600 + VAT