Skip to main content

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.


  1. You should be highly careful when you are working on your marketing strategy. It is worth every penny to hire the expert services because they will help you to generate maximum return on investment. I am also going to hire the social media marketing and Adwords Marketing team. If you have any recommendations, please let me know.


Post a Comment

Popular posts from this blog

Pipeline Alpha

In September 2014, officers from 25 councils met in Guildford to discuss a platform to enable collaboration across Local Government. A "Kickstarter for local government" is the missing part to Makers Project Teams, a concept to enable collaborative working across different organisations put forward by LGMakers the design and development strand of LocalGov Digital.

Based on the user needs captured at the event, LGMakers created collaboration platform Pipeline and by October people from over 50 councils had signed up. Pipeline is an Alpha, a prototype set up to evaluate how a Kickstarter for councils might work. It is a working site though, and is being used as the platform it is eventually intended to be, at present without some of finer features a live offer might have.

So what have I've learnt in the eight months since we launched Pipeline?

There's a strong desire to collaborate 

LocalGov Digital isn't a funded programme. I wrote about how much it LocalGov Digita…

Superfast highways

You may have seen this slide I put together to help explain digital transformation

This week we launched a new beta service to report speeding traffic. It looks fairly simple but to give you an idea of what's happening in the background I thought it might be useful to show you the before and after.

So here's the before

and as you can see it's completely a manual process. Stuff might be recorded electronically but it takes someone to do something seven time to make the process work and send it to the parish or the district.

Here's the after

What this doesn't tell you is that it's basing whether the request is for the parish or district on three questions. It's also doing a spatial look up to find the parish and returning the parish clerk details using the Modern.Gov API.

Because these are already part of our platform this is data that we currently maintain, so there's no additional work to keep this up to date and we've reduced the human interactio…

Defining transformation to a wider audience

For the past month I've been putting together a paper on the next steps of digital transformation, for the organisation I work for. I'm proposing we look at two capabilities and two business areas, and if approved I'll be writing more about it.

It's been a great exercise in gathering my thoughts and helping me to define digital transformation to a wider audience and how it fits into the bigger picture of service improvement.

Here's some of the stuff I've learnt or had affirmed:
Transformation, digital or not, starts with understanding the needs of the user through research. This should be obvious, but in local government too often I've seen "build it and they will come" approach applied.

It's unlikely a commercial operation would launch a new product without first researching the market, so why would a digital service be any difference?
A couple of years ago I wrote how the phrase "digital transformation" was hindering digital transf…

Carl's Conundrum of Internal Influence

I'm writing this partly as a reply to an excellent piece that Carl Haggerty published about the disconnect between internal and external influence and partly due to various conversations over the past month about how to make using tools like collaboration platform Pipeline common practice.

This isn't really about Carl though, or Devon County Council, or any other council specifically, it's more a comment on the influence of digital teams in local governments, or lack of, and how to resolve this.

So here's the question that prompted this piece. How can someone who's been recognised nationally for their work, first by winning the Guardian's Leadership Excellent Award and who has more recently been placed in the top 100 of the Local Government Chronicle's most influential people in local government, "sometimes feel rather isolated and disconnected to the power and influence internally".

First, let's consider whether is this a problem to unique t…