Digital Process Automation (DPA) is the foundation goal for digital transformation initiatives.
Process automation refers to the use of digital technology to perform a process or processes in order to accomplish a workflow or function, and DPA provides an overall umbrella concept for expanding this to encompass Agile development and design thinking with existing enterprise BPM (Business Process Management) practices and systems.
- Customer centricity / customer journey mapping.
- End-to-end automation.
- Business and IT agility.
- Low code / no code platform and citizen development.
Enterprise organizations like public sector bodies face a challenge of a plethora of new buzzword technologies: AI, RPA (Robotic Process Automation) et al, while also shifting from waterfall project approaches to Agile delivery.
Embracing Service Design as a catalyst for digital transformation means that it must address a full scope of enterprise systems as well as new web and mobile channel interfaces, and DPA offers the framework for this holistic approach.
DPA enables CIOs to avoid creating yet more silos as they adopt key new technologies such as chatbots and web self-service, and instead have these be a component part of a truly transformed digital organization.
The report highlights a critical point: Not to simply automate tasks and existing silos, but to design services around a complete end-to-end customer journey, one that spans across an ecosystem of departments and partners, enabling service design teams with ‘low code’ development tools to accelerate the implementation of the new processes they create.
Brilliant at the Basics: HM Land Registry
The building block of successful digital transformation is customer-centric case management, with measurable outcomes defined in terms they value as the definition of success.
An exemplar case study is HM Land Registry. Documenting their digital strategy plan here, they share their experiences of digital transformation and their future plans for innovation.
This can form a general digital transformation template model for other government agencies. It’s an concrete baseline for a maturity model building reference case study, particularly as their headline theme of ‘Brilliant at the Basics’ is ideal for characterizing the first step on the ladder.
Case Management Digitization %
The Land Registry case workers process 20,000 applications per day, with 650,000 received via post annually. Via a set of ‘Customer Targets’ they specify KPIs for the response rate levels expected of them for handling these, as well as ultimately a customer satisfaction rating for doing so.
Similarly they also state ‘Digital Targets’ for their performance goals in a second main area of focus of digital innovations, such as defining a metric of ‘we will average at least 99.6% availability for external e-services during published service hours’. The basic building block of Digital Government is the digitization of core business workflows like these claims, and the Registry reported an 81% level of automation in 2016, with a target of achieving 95% by 2022.
World Class Digital Government
In the Scottish Government’s digital strategy Derek Mackay, Cabinet Secretary Finance and the Constitution, defines that a keystone goal for realizing the goal of the nation become a global digital leader is:
“A World-Class Digital Scotland requires a World-Class Digital Government.”
DPA offers the keystone foundation for realizing this goal, through well defined, high performance metrics defined across the Scottish public sector combined with the automation capabilities required to meet them.
Pioneers in Scotland include the Registers of Scotland, embracing new cultures of innovation to encourage fresh new Service Design approaches to identify how best to re-engineer these core processes.
— Digital Scotland (@digitalscots) January 15, 2019