RSM’s local government and public sector consulting team works with federal departments and businesses of all kinds. Photo: Michelle Kroll.
Canberra isn’t just a home base for government and the public sector – our city also acts as a national showcase for innovation.
It’s a testing ground that has produced some of Australia’s most successful digital transformations, but in a landscape teeming with ideas, how can anyone single out the right solution?
Michael Clark is director of government and public sector consulting at RSM in Canberra.
He says solving problems using technology requires deep preparation, more than just picking a new system and hoping it delivers a good outcome.
“Whatever you choose needs to provide outcomes that align with your organisation’s strategy and meet your end users’ needs in a straightforward, efficient way,” Michael says.
“Once you’ve defined the problem and outlined the scope of your digital transformation, you can start exploring systems to solve it.”
A thorough analysis of potential solutions is essential, and this can be supported by a business case to narrow them down. Experienced consultants can help with this process.
The right fix should strike a balance between true transformation, sustainable outcomes for end users, measurable benefits, a strong return on investment and manageable levels of risk.
Some good examples of successful digital transformation can be found in the federal government. Michael references myGov, online ATO services, and Australia’s new Digital ID System.
“Digital ID has increased efficiency by making it much faster and easier for people to identify who they are to government,” he says.
“Instead of having to produce multiple physical forms of ID to prove who you are, you can use biometrics much like you would to unlock your phone.
“It works because it’s convenient to the end user and improves efficiency and security processes for government.”
Michael’s area of expertise is helping clients navigate digital transformation. Photo: Michelle Kroll.
Once an organisation has decided which path to follow, it’s time to design a roadmap and engage the right people to help deliver it.
Successful implementation should be guided by a clearly defined program of work. Change management tends to be a bit of a buzzphrase, but in this respect, it can be critical.
“There can be great value in bringing in professionals to guide staff and decision-makers through the process,” Michael says.
“Technology isn’t everything. Even the best solution won’t work if business processes are lacking, users don’t know how to adopt it, or they choose not to.
“You will need to train your entire organisation and stakeholders and provide ongoing support. You often have to change behaviours and mindsets alongside the processes themselves.”
Digital transformation strategies should also be considered in a proactive light to help spot and solve potential issues before they really become a problem.
Michael’s final tip for government departments and private organisations alike is to involve team members and stakeholders from a range of disciplines.
“Digital transformations represent a fundamental shift in how we operate and offer value to end users,” he says.
“To cover all the bases, everyone needs to be on board and offer their perspective.
“Your business and technical specialists should be working together to codesign solutions from the very start.”
For more information, contact RSM’s government and public sector consulting team.
Original Article published by Morgan Kenyon on Riotact.
