On our recent Digital Transformation for Social Housing tour, keynote speakers 3C Consultants provided a rundown of the 12 Golden Rules for Digital Transformation success. If you’re considering a transformation strategy but you’re not sure how to go about it, this list is for you:
1. Lead from the top
Your CEO should be involved to provide a clear leadership vision and help facilitate cultural change. They don’t need to directly manage the project, but if not their full support is required.
2. Benchmark to measure success
In order to measure and celebrate achievement you need to understand and qualify your current position. This will help you set targets and objectives and measure success. Benchmarking helps achieve buy-in across your organisation as interviewing people about their department’s current position will help them to feel involved from the start of the digital transformation process.
3. Create the digital vision
Produce and publish your digital strategy. Sharing your strategy will ensure your stakeholders understand your vision and appreciate what you want to achieve.
4. Prioritise projects by value
Calculate the anticipated ROI while considering the positive impact on services and if any significant business challenges will be overcome. This will help you develop a defined list of projects along with a list of expected outcomes which you can then prioritise in terms of greatest short to medium term investment gain.
5. Digital by choice
Solutions and processes must be developed with tenants in mind. If a tenant feels that digital services provide a quicker and easier method of communication then they will select digital channels by choice. To help with this you need to demonstrate and promote the benefits of going digital. It’s important to take all tenants’ preferences into consideration, so offline services should also remain available for those who would still prefer to use them.
Ensure where possible that all services involve truly automated self-service. The necessity for manual involvement must be completely removed; digital processes can be carried out manually, but it doesn’t work the other way around. Manual involvement at just one point in the process can defeat what’s trying to be achieved.
7. Smartphone first
In this digital age it’s likely that the majority of your tenant engagement will be via their smartphone so ensure anything designed for tenants is optimised for mobile.
8. Be ready to digitally assist
Shifting services to online channels will liberate staff for other duties and allow them to assist and train those who need support to use digital services. Many who struggle initially will embrace digital channels with time – they just need help and encouragement.
9. Incentivise and motivate
Never assume that just because you develop something it will be used. To be adopted the initiative/service needs to be promoted and the motivations of your tenants need to be considered and addressed.
Analytics tools help qualify what’s being achieved and inform where changes may be required. Analytics can also provide a wealth of information about those who engage with you, such as age range, gender, and online behaviour.
11. Data is king
To succeed it’s essential that your data is accurate, available and secure. This is not only a fundamental component of digital engagement but it will also help provide the info you need to run your organisation, ensuring you’re compliant with security legislation such as the upcoming GDPR.
12. Cultural transformation
For the introduction of digital services to achieve their true potential, cultural change is essential, but this is often the most difficult step to achieve. Ensure you involve those who are important to that success, particularly if they are likely to be resistant to change. Celebrate success wherever possible, as this will counter the challenges you will inevitably experiance. Promote what’s being achieved and recognise and reward those who’ve been fundamental to success.
To help you get your Digital Transformation journey underway, we provide consultancy and readiness assessments covering the likes of Business Intelligence and GDPR, backed by over 30 years’ experience in the Housing sector. If you’d like to know more about how Castle can assist, get in touch to discuss your requirements.