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Measuring What Matters: Digital Transformation (Part Two)


In a previous post, we discussed developing and using KPIs to measure your digital transformation initiative. Now we’ll explore other ideas of what should be measured in your digital transformation efforts,


Customer satisfaction

Your residents will interact with your agency in many ways, and most of these processes could be automated to improve customer experience. Whether through chatbots, automated customer service, Laserfiche Forms, ticketing systems, or payment software, digital transformation can significantly enhance your digital customer journey.

Organizations should consider creating KPIs and metrics regarding the number of resident processes automated, an uptick in using these digital processes, successful completions, etc. Also― the number and nature of complaints and feedback received, the percentage of customer service interactions that are resolved on the first contact, the usage of self-service channels such as website, mobile app, chatbot, and the rate of customers who return.

Employee satisfaction and retention

Suppose you want to measure how well your digital transformation journey is going. In that case, another approach is to measure the satisfaction level of your staff and how long they work for the organization. Happy employees are less likely to leave the agency, and they can improve resident services and how they are delivered.

Employee satisfaction can be measured through different KPIs, including the rate at which employees leave the agency, the percentage of employees who remain with the municipality over time, the nature of employee feedback received (gathered during surveys and exit interviews), and the effectiveness of employee recognition programs.

Tech agility

Clearly, managing technology is not a set-it-and-forget-it enterprise. Many agencies are pursuing a cloud-first initiative to lighten the load on IT departments and decrease capital expenditures.

As an agency moves toward cloud optimization, an overall goal is finding opportunities to be more efficient and reduce spending or save time without sacrificing functionality or required resources needed to meet your broader business objectives. While mature organizations might already have robust cloud cost optimization practices (e.g., rightsizing, elimination of zombie infrastructure, reservation management, etc.), optimization isn’t just about cost.

Operational optimization involves finding opportunities to be faster and more efficient at day-to-day tasks, and security optimization is the process of proactively monitoring and suggesting remediation of security and compliance risks.

Compliance with industry regulations

The pace and uncertainty level changes will make compliance with different regulatory mandates more challenging. Agencies are accountable for records retention requirements and transparency laws. Governments should embrace digital transformation tools and help provide better information for decision-making. KPIs in compliance are the most natural for organizations; assuming you are non-compliant, you don’t meet the KPI.















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