Wednesday, 21 January 2015

Digital best practice checklist

This week I finished the draft of a digital best practice check-list. It's not digital strategy, in fact I'm increasingly thinking organisations don't need a digital strategy, they need a delivery strategy.

My draft has check-list of seven questions and recommendations, with one overall recommendation regarding best practice for delivering digital. Ideally it would be incorporated into a wider service and information delivery strategy.

Below I've omitted the bulk of the content, the reasoning behind arriving at the recommendation from the question because it's still in draft, but here are the seven questions and eight recommendations:

1. Is the council properly promoting its digital services and content, to reduce avoidable contact?

Recommendation: Establish a “digital first” ethos to the promotion of services and better targeting what, when and where they're promoted.

2. Are the digital services the council offers, especially where the design and development has been outsourced, user focused and usable on mobile devices?

Recommendation: Ensure new digital services developed or procured are created to a joined-up delivery strategy or framework, using customer focused Service Design principles.

3. Are the council's digital services designed to gain the maximum capacity and efficiency benefits, making the most of automated “end to end” services?

Recommendation: Ensure digital services offered to the public are end to end where appropriate, and that business processes make the most of digital.

4. Is the council using social media to its full potential?

Recommendation: Ensure the most appropriate officers are using social media to its full potential, particularly around customer service and promotional storytelling, and that they have the skills to do so. 

5. In an increasingly digital world, does the council offer sufficient support to those who may find it difficult to use online services?

Recommendation: Collate and publicise all the digital skills and inclusion activities offered the area.

6. Is the council considering alternative or supplementary service provision by facilitation through digital services?

Recommendation: Consider the facilitation of services provided by the community through the use of digital services and tools.

7. Is the council considering co-production and resource sharing around the creation and management of digital services?

Recommendation: Adopt a more collaborative approach to the creation of digital services and encourage co-production of services with the community.

Main Recommendation: Establish a “digital service” with remit over the digital services the council offers to customers to implement the recommendations above.

Are these the questions you'd include and are these the recommendations you'd suggest?

It'd be great to hear from you, whether you agree or disagree with what I've written because in true LocalGov Digital collaborative style, your feedback will make what I produce better.
This blog is written by Phil Rumens, Vice-Chair of LocalGov Digital, lead for LGMakers and who manages the digital services team at a local authority in England.

The opinions expressed in this weblog are my own personal views and in no way represent any organisation I may have worked for, currently work for, might be thinking of working for, might not be thinking of working for or have never worked for. In fact having said that they, might not even be my views any more as I might have changed my mind so I wouldn't take any of it too seriously.