Drafting the ‘so what?’ of the digital quality model
A bit of feedback from the recent call about the Local Government Digital Quality Model call was that the materials really need to sell the ‘so what’ around all of this.
I think there are 2 things here:
I have had a go at the second one initially, because I think this might make it easier to do the first one!
So, what (heh) I have come up with is this, as a first draft:
Why should councils care about the quality of their digital design, data and technology?
As always I am struggling with the word resident – ‘user’ sounds too techie, and ‘customer’ puts a lot of people off. Any ideas for that?
Any feedback welcome!
Director @ CLGdotTV | Video and digital content production
1 年From a comms perspective I think you should add an eg to each of your 'why councils should care' benefits. Will help non-IT people get the point and share more easily with colleagues. On citizens vs public, surely there are other stakeholders (horrid word which I am not recommending) to consider like organisations that deliver services alongside the council?
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1 年You asked me for my thoughts: - why do you assume that high quality approaches to digital are adaptive? I tend to find that digital and agility are not linked, but maybe thats my experience. The most agile local authorities I have worked with are the ones that have the least digital, because they can then change when needed in a few days or weeks. - Better digital does not mean more efficient. Again. I often go in after digital has been overlayed onto a poorly working process, and the result is bad. - Much of the public sector deals with complex issues with citizens. The best way to engage with complexity and deal with it is by direct human interaction. I would suggest that this is part of this analysis that you are doing, so that it does not appear that digital is the answer to everything about transformation. Indeed, would you not agree that for transformation, digital is only one part?
Proudly working in the Public Sector as Warwick District Council's Transformation Lead
1 年I especially agree with david richardson's last point about digital just being what's expected. If we don't get it together, we'll be completely out of step with our communities. This could have some far-reaching (but perhaps not immediate) effects including making it even harder to recruit and retain employees.
ICT & Digital Services Business Manager at Newark and Sherwood District Council
1 年Apologies, I didn't mean to cause more work Dave. I wonder if expectation should be added here. Expectation of an amazon like service, tell us once and those buzz word approach to digital. Yet if a Council is not progressing and improving with Digital, could that not mean digital and cultural debt in the future? As we move to the next generation, is being a digital Council not just expected by all our communities, customers, businesses and stakeholders we serve?
Oracle Service Cloud Functional Consultant and ICT Digital Team Lead at Solihull MBC
1 年I’ve always wondered why in “public sector” we don’t use the word “public” when having the user/customer/citizen/resident debate…sounds logical until you start thinking whether it should be “public experience” or “member of public experience” and because it’s not as commonly used as the usual suspects it doesn’t sound quite right!