Channel Shift and Digital Transformation of services delivered to citizens is no easy task. There can be resistance by internal departments who do not understand or are fearful of the process, there can be challenges in shaping a service that the citizen is happy to use, rather falling back on old habits and picking up the phone and there is a myriad of solutions to choose from that offer to solve every conceivable problem.
At PCG we aim to offer implementable, affordable advice and services to achieve Channel Shift goals and to demonstrate that the process does not have to be expensive or too painful.
We offer a range of products, services and consultancy to achieve this. The following sections describe some of these and how they can be used.
The public are used to helping themselves in so many aspects of modern living. Once an activity is available online, users will usually prefer to use the digital version rather than the alternative. This is not true of course when the service is poorly designed, difficult to use or find, or if the online method appears to be more cumbersome that the alternatives.
It is therefore not enough to provide a web form that simply replaces a paper one - the online service must offer a better experience to the customer, to encourage them to complete the process online. This is the self-service culture: a realisation that Digital Transformation not only means the movement of services to a digital platform, but that it must involve a rework of that service to ensure citizen engagement.
We provide a number of services to help an organisation implement and improve its digital presence and online service provision to citizens:
Our services are delivered as digital transformation consultancy, SaaS, hosting, integration and development.
With many years’ experience in this area and we understand why some strategies work and some don’t. We have experience in identifying the organisational reasons why digital initiatives don’t work and why there is internal or public resistance to a digital initiative.