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Measuring What Matters: Digital Transformation (Part One)


Measurement is a critical aspect of digital transformation that doesn’t get much airtime. Today, most agency’s are on the digital transformation path, primarily to increase efficiency, effectiveness, transparency, and agility. It has become essential to inform current KPSs and develop metrics that offer insights into how the transformation is going and where you can improve.


For KPIs, one should consider a few: efficiency and productivity measurements, ROI, change management resistance, tech agility, resident service satisfaction, staff satisfaction, compliance with regulatory oversight, and compliance with board oversight.


If these activities aren’t monitored, you could increase the risk to the forward momentum you achieved with digitization. Metrics will show you if you’ve improved or are on the right path.


Digital transformation KPIs will help organizations measure the success of their digital initiatives and highlight which areas need improvement. These metrics should be monitored to allow agencies to make data-driven decisions and steadily achieve positive outcomes that mesh with the municipality's charter.


Efficiency and productivity

A fundamental purpose of digital transformation is to improve operational efficiency and productivity. KPIs are essential to measure the success of your initiative and evaluate ROI. For instance, an organization should measure a process's efficiency before and after automation. This can be achieved by tracking metrics such as the time required to complete the process, resources needed, how many processes are incomplete, etc.

Once this data is collected, it can be compared with other agencies to determine if the process operates optimally. This can also identify areas for improvement and allow the organization to make data-driven decisions about future automation efforts. Another example would be responding to your records requests, how long it used to take before digitalizing, and how much time it takes; you can also measure resident satisfaction before and after the process by a quick survey.

Change management resistance

Change management is one of the most critical factors attributing to the failure of digital initiatives. Throughout the journey, organizations should keep on monitoring different metrics related to how their employees in management and staff are embracing or resisting this transformation.

Effectiveness can be measured by comparing the digital initiatives taken between departments, adoption rate, employee satisfaction, training and support, business performance, and compliance with the new process, system, or technology.

I’ll be back to discuss the rest of the KPIs suggested. In the meantime, if you haven’t seen our last webinar, we will discuss change management and digitization. Here’s the link.













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