Digital Transformation Principles
What is a Principle?
Principles are fundamental truths. They are beliefs we display and serve as a foundation for our behaviour.
Why are Principles Important?
Principles provide clarity and direction on what is essential. They allow our set of behaviours and culture not to be as swayed by individual opinions; they help bring us back to what to do and how to act.
Why have Digital Principles?
Delivering Digital is a social science; it requires a change in behaviours to allow the delivery team to be able to research what is essential for the customer, build a prototype, observe how customers use this, re-engineer existing processes, gather feedback, and if necessary, take longer than anticipated to get it right, rather than sending out a solution that is wrong and brings repetitional damage or worse to the organisations set of transactions, products and services.
Digital transactions must be safe and secure and protect customer's privacy and data.
The opposite would be to make many 'paper-based' design assumptions, build a solution and hope for the best. Digital principles help to create more certainty that the solution will work and benefit the organisation's customers; this is how we want the team and the Digital Leadership to behave.
The Principles
Principle 1: Commit to 'Digital by Design, Digital by default first
Principle 2: Understand Our Customer's wants and needs, enhance the process
Principle 3: Launch smaller and faster. Enhance the 'Service Offering' iteratively
Principle 4: Organise Information and Services by Customer Needs
Principle 5: Present Customers and Staff with all the Information and Tools they require to act immediately
Principle 6: Access anytime, anywhere – Provide online services and information through the web, mobile, audible-friendly channels and devices
Principle 7: Enable and move to a 'single view' of all transactions across channels - Omni-channel
Principle 8: Ensure high-value priority transactions can be completed end-to-end in the digital channel
Principle 9: Seek customer feedback for continuous improvement
Principle 10: Ensure the integrity of data in every transaction; make it safe, make it secure
