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    Digital Strategy Template

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    Itc Hcm
    This document provides a template for a digital strategy. The template outlines key sections including: 1. Why - Outlines the agency's mission, vision and goals for digital transformation. 2. What - Defines the purpose, principles and characteristics of the digital strategy. 3. How - Details how the agency and customer services will be transformed through digital capabilities, required policies, training and change management. 4. Benefits - Lists examples of benefits like improved customer experience, self-service options, reduced costs and time savings.

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    Digital Strategy Template

    Uploaded by

    Itc Hcm
    5 views2 pages
    This document provides a template for a digital strategy. The template outlines key sections including: 1. Why - Outlines the agency's mission, vision and goals for digital transformation. 2. What - Defines the purpose, principles and characteristics of the digital strategy. 3. How - Details how the agency and customer services will be transformed through digital capabilities, required policies, training and change management. 4. Benefits - Lists examples of benefits like improved customer experience, self-service options, reduced costs and time savings.

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    Digital Strategy template

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    This document provides a template for a digital strategy. The template outlines key sections including: 1. Why - Outlines the agency's mission, vision and goals for digital transformation. 2. What - Defines the purpose, principles and characteristics of the digital strategy. 3. How - Details how the agency and customer services will be transformed through digital capabilities, required policies, training and change management. 4. Benefits - Lists examples of benefits like improved customer experience, self-service options, reduced costs and time savings.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    5 views2 pages

    Digital Strategy Template

    Uploaded by

    Itc Hcm
    This document provides a template for a digital strategy. The template outlines key sections including: 1. Why - Outlines the agency's mission, vision and goals for digital transformation. 2. What - Defines the purpose, principles and characteristics of the digital strategy. 3. How - Details how the agency and customer services will be transformed through digital capabilities, required policies, training and change management. 4. Benefits - Lists examples of benefits like improved customer experience, self-service options, reduced costs and time savings.

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    © All Rights Reserved
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    of 2

    Digital Strategy Template

    Transforming How Texas Government Serves Texans | #DIRisIT 1


    Digital Strategy Template
    How
    WHY
    Digital Customer service Innovation
    Agency mission and vision transformation Customer service promise What are your aspirations for
    innovation?
    How and what
    Insert here your mission statement, strategic will be
    intent, service charter etc transformed?

    All service
    channels are
    digitally
    enabled and Website
    WHAT aligned
    Capability and social media Channels to
    change mobile/apps
    What is the Strategy management Customers
    Insert here the What policies,
    procedures, staff
    • purpose of the Digital Strategy training and change walk-in
    • guiding principles Call Centers
    management are
    • defining characteristics required?

    mail
    site visits

    Governance publications
    What management structure
    Enabling technologies
    What hardware and software
    and resourcing is required?
    do you need e.g. new CRM,
    etc.?

    Better… eg More… eg Shorter… eg Reduced… eg


    Benefits

    customer experience customers self-serving time finding the right answers and red-tape and barriers to customers
    education and advice that is easy to time for Agency staff to provide quality responding to customer queries doing business with us
    find, understand and act on service due to less time doing admin Face-to-face time with customers cost to serve
    understanding of customers and the customers acting as our advocates because they are assisted by digital number of customers visiting us
    changing workplace services tailored to customer needs technologies time spent by our staff on
    consistency of service delivery collaboration across Agency in devising time to determine a customer’s issue administrative tasks
    and delivering services to customers

    Transforming How Texas Government Serves Texans | #DIRisIT May 1, 2022 | 2

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