GOSS Transform: Culture
Culture change is essential to any transformation project, without this happening the true benefits of the transformation are unlikely to be achieved and will certainly not be sustained.
Culture change starts at the beginning of any transformation project, stakeholders need to be engaged to ensure that they understand the goals, benefits and the likely impact on them and their sphere of influence. An effective stakeholder communications strategy is essential to maintaining this engagement.
Development of a transformation strategy enables the organisation to focus and direct its efforts. The strategy should define the organisation-wide approach to service delivery, ensuring that services are accessible, simple to use, streamlined and cost effective. The strategy should be developed from an understanding of the organisation's customers, current delivery approach and currently available technology, enhanced with customer research, expert knowledge of best practice and service design techniques.
Training and skills transfer are essential to ensure that the organisation is consistent in its approach to customers and delivery. When designing any service or process regard needs to be taken of the digital service standards, these provide a robust framework for the development and design of digital services.
GOSS Transform: Culture includes:
Training - BPM
Training - Engage