DIGITAL MATURITY MODEL & METRICS

DIMENSIONS

Culture, People,
Customer Strategy Technology Operations Organization

Changes are happening continuously as business requires in

a digital world. This includes production, consumption, and all
Communicates and interacts with of the activities and relationships with internal and external
Defines and establishes organizational
Manages end-to-end mobile, virtual, stakeholders. The need to track, manage, plan, design, assess,

Customer targeted customers through the use Brand Develops and maintains a consistent,
wearable and desktop applications Agile Change check, and improve upon changes in an agile way is imperative. behaviors, beliefs, ethics, values,
of personalized content, including differentiating, and trustworthy brand Applications Changes are effected in a responsive and continuous manner
Culture innovation focus, etc. (i.e. culture)
Engagement Management used to support digital strategy and
Management
for the best outcome and at the lowest cost. A change may
how customers interact with available across digital channels. be required and/or triggered by a planned and/or unplanned, to realize the digital transformation
business processes. internal and/or external relationship (producers and/or
products and services. consumers). At all times, changes are planned collaboratively strategy and initiatives.
with all stakeholders (direct or indirect) according to a well
defined governance system.

Automatically identify, tag and know the state and Defines and establishes leadership,
Analyzes internal and external
Provides customers with a rewarding, Supports development and
Automated governance, accountability,
life-cycle of every physical and digital resource that
business and operating conditions, is invoked, used in delivering a service or offered as
Customer positively satisfying, convenient, Ecosystem including the market, to build Connected integration of connected objects part of the in a digital way using artificial intelligence. Leadership & ownership, decision-rights,
seamless, and integrated omni- (regardless of mobility state) and Resource In a digital enterprise, service management assumes sponsorship, innovation focus, etc.
Experience channel experience across devices Management ecosystem models that strengthen,
Things service for internal and external an E2E responsibility where partners, producers
Governance to facilitate leading and managing the
and places.
extend and enhance the digital
portfolio, while sharing common goals.
stakeholders. Management and consumers interacting with services that span
multiple systems, use one single truth of data to digital transformation strategy and
consistently deliver services. initiatives.

Optimizes the financial /investment

Integrated service management
Customer Derives business value-added insights management for digital strategy Utilizes and manages its data
Integrated provides and maintains a single Organisational Defines and establishes the
around customer behavior through Finance & development and execution to ensure efficiently and effectively to drive
point of interaction for customers to
organizational foundation, talent
Insights & channel-agnostic intelligent analysis organization develops and maintains Data & Analytics insightful analytics and support Service Design & Talent management processes and
of both qualitative and quantitative Investment a digital leadership role not only its operations in line with legal and
perform their actions. It supports the
capabilities to support the digital
Behaviour data sources. amongst its industry peers, but also regulatory requirements. Management continuum from full service to
self-service.
Management transformation strategy.
across industries.
SUB-DIMENSIONS

Providing and utilizing analytics and insights Defines and establishes the
Focus on high customer confidence Utilizes processes and tools to
Has well documented guidelines, Real-time to actively manage business and technical
competencies, knowledge, skills and
Customer Trust & level placed on the organization to Market & gain intelligence about the market, Delivery procedures, rules and standards
operations altogether. This will include providing
Workforce tools to empower the workforce,
deliver against expected standards of competitors and customers, and Insights and the relevant and responsive analytics and

Perception Customer Governance to drive both IT development and

Enablement employees and third-party service
insights to help strategic management, customer
quality, accuracy, security and privacy applies the information to digital management, organization management, people
responsibility. efforts.
deployment.
Analytics and skills management, products and services
providers, to work collaboratively,
most effectively and flexibly.
management, and technology management.

Smart and adaptive process management

Ensures that network structure Smart and enable agile and cross-functional collaboration

Portfolio, Ideation Defines and facilitates digital

is focused on increasing agility,
that results in business responsiveness
innovation in its products, processes, Network Adaptive Process to internal and external circumstances.

& Innovation scalability, security, network Automatically defining, controlling, enforcing,

and financial outcomes. and monitoring standards, governance, risks
virtualization and automation.
Management and compliance using digital capabilities to
intelligently mitigate business risks.

Within the digital businesses, digital organization

or digital ecosystem, stakeholder management
utilizes information (or intelligence) gathered
Stakeholder during identification, recognition and interests
of digital stakeholders (owners, shareholders,
Management customers, consumers, partners, producers
etc.) to determining their influence and interest
and establish a clear plan(s) that influences
bonded engagement with all stakeholders.
Plans for and proactively addresses
Standards and
cyber threats, vulnerabilities, and
Security security compliance requirements. Governance
Establishes user profiles to gate
access to sensitive data and systems. Automation
In a digital enterprise, standards
and governance achieves a state
of cognitive risk management with
automated auditing, reporting and
remediation of issues.

Drives overall technology alignment

Implements business rules, methods
while servicing current and future
Strategic and tools to develop and manage a
digital strategy and enable alignment
Technology state plans aligned to business
Management across the organization to achieve Architecture strategy. Orchestrates many changes
that need to be made in short
business results.
timeframes.
CRITERIA

+ 175 specific digital criteria to test your organisational maturity

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