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