Integration of digitalization processes in the public sector is gaining momentum. More and more local authorities and government bodies are choosing to make their traditional service processes available on the various digital channels. Digitalization processes enable the organization to streamline work processes, provide 24/7 service, and thereby increase the potential for customer satisfaction.
Digitalization processes are transforming the digital channels (sites/apps/social networks) from static information pages into active service channels used by residents and business owners for obtaining information, performing transactions and direct communication with the organization.
The digital transformation process requires the organization to set clear goals and ways for realizing them.
The digital transformation process consists of five main stages:
- Examining the existing situation – existing technological infrastructure, operational systems in the organization, limitations and barriers.
- Improving organizational infrastructure, if necessary – work processes, interfaces, customer flow, information management, etc. to meet with digital transformation goals.
- Concept planning – At this stage, we will benchmark with Israel and elsewhere in the world; we will meet with the relevant professionals in the organization, conduct think tank workshops and identify who are the main target audiences. At this stage, emphasis will be placed on creating an optimal customer experience.
- Designing the information architecture and writing content – At this stage, we will design the information/content architecture: the type of content, in which format and in which structure; how will the content be organized – by topics, by target audiences; by how many clicks can each item of information be accessed, etc.
- Writing a business specification document – At this stage, we will attach a detailed business specification document, including the goals, target audiences, content and services to be included, technological requirements, including needs and requirements from the content management system, required interfaces, etc. The business specification document will serve as a platform for writing a tender and selecting the software house.
- Formulating supportive information and knowledge processes – The most complex challenge that the organization faces is how to start and activate the change among its employees. Digital transformation calls for a change in perception of how information and knowledge are managed. This stage includes various processes, such as setting up organizational content infrastructure, authorizing information and knowledge leaders within the organization, conducting professional training and guidance, formulation of rules for service writing, etc.