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1 von 5
Digital service delivery
Delivering operational services to customers and stakeholders
Vision Process
ToolsSkills
3
3
1
2
Corporate & marketing communications
Communicating the story and priorities of the organisation to external audiences,
and effectively using digital to support campaigns
Vision Process
ToolsSkills
1
3
2
2
Social media engagement
Building relationships between people in the organisation and their external
stakeholders using social media
Vision Process
ToolsSkills
1
2
2
1
Internal communications & collaboration
Strengthening the organisation’s internal networks and improving productivity
through digital tools and information
Vision Process
ToolsSkills
3
33
1
Assessment criteria
Ownership & leadership
Vision, senior commitment, profile in
the organisation
Strategy & planning
Evaluation, decision-making
process, project management &
procurement
Technology
Tools, testing, development approach,
support
User focus
Insight, research, analytics, design
process
Embedded culture
Take-up, attitudes to digital, bespoke v
commoditised approaches, channel
shift
Risk management
Business continuity planning,
reputation of digital, info assurance
and security
Community management
Relationships, interactivity,
responsiveness, depth & breadth of
engagement
Openness
Innovation, transparency, use of and
contribution to open source

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Digital Maturity Model - prototype

  • 1. Digital service delivery Delivering operational services to customers and stakeholders Vision Process ToolsSkills 3 3 1 2
  • 2. Corporate & marketing communications Communicating the story and priorities of the organisation to external audiences, and effectively using digital to support campaigns Vision Process ToolsSkills 1 3 2 2
  • 3. Social media engagement Building relationships between people in the organisation and their external stakeholders using social media Vision Process ToolsSkills 1 2 2 1
  • 4. Internal communications & collaboration Strengthening the organisation’s internal networks and improving productivity through digital tools and information Vision Process ToolsSkills 3 33 1
  • 5. Assessment criteria Ownership & leadership Vision, senior commitment, profile in the organisation Strategy & planning Evaluation, decision-making process, project management & procurement Technology Tools, testing, development approach, support User focus Insight, research, analytics, design process Embedded culture Take-up, attitudes to digital, bespoke v commoditised approaches, channel shift Risk management Business continuity planning, reputation of digital, info assurance and security Community management Relationships, interactivity, responsiveness, depth & breadth of engagement Openness Innovation, transparency, use of and contribution to open source