Driving Digital Transformation - Part 2: Processes

Processes – How do we drive value through streamlining our operations?


The term ‘digital transformation’ (DT) has become pervasive throughout our business language. As a methodology, most organisations would agree it was intended to be an overarching term that offers direction for achieving better operational efficiency throughout the organisation including, how we more effectively interact with citizens, customers, partners and other key stakeholders.

In this three part series we look at the primary elements that make up the framework of digital transformation, namely, people, process and platforms.

Part one focused on People, which can be viewed here. In part two we look at the processes element and its ability to transform the organisation by increasing operational efficiency.

Part two: Processes – How do we drive value through streamlining our operations?

Digitisation and automation of key business processes can provide exceptional value to the company, its users and customers. Take a high impact but low value process like HR staff on-boarding. It adds no economic value to the organisation and is viewed as a cost of doing business. What’s worse is it bogs down those involved in the process, where they could potentially be focused on more high valued initiatives.

A key component of DT is evaluating all the key business processes across the organisation, re-engineering them as required and automating as many as possible to optimise operations and deliver better services. This is where having an organisation-wide view of what’s required is essential. Where traditionally each department is managed in isolation, achieving digital transformation involves providing business leaders with the operational responsibility to drive efficiency across the whole business.

Many organisations are now engaging chief digital officers (CDO) to manage their digital transformation. A role that has come of prominence over the last few years, a CDO can oversee the full range of digital initiatives and business strategies and drive change across the organisation.

Business strategies need to be interwoven within a digital strategy if they have any chance to succeed. This means having a clear understanding of all processes and the interoperability between systems. For example, a business goal to provide better citizen services such as introducing electronic citizen requests, needs to be part of a wider digital strategy that aligns all relevant technologies together seamlessly, otherwise the benefit may never be fully realised as they will still be operationally inefficient.

In Part Three we explore the last element, platforms, and the mechanics of Digital Transformation.


Stephen Duncan, Product Marketing Manager, ECM

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