Intelligent digital transformation

Technology simplifies processes and processes change culture

We believe that digital transformation does not start with technology. It starts with how people work, collaborate, make decisions and share information. And when processes change, culture changes too, and technology provides the “push” that organizations need.

Many organizations approach digitalization as a technology project:

• new ERP
• new platform
• automation
• artificial intelligence
• dashboards

But technology alone rarely transforms an organization.
Many digital transformation initiatives end up digitalizing existing bureaucracies. Little is gained if slow processes become bureaucratic processes in digital format, if excessive approvals are carried over to a platform, or if organizational silos continue to exist, just with new tools.

True transformation begins when we ask other questions:

• How do we create an excellent experience for citizens/patients/users/customers (what is their journey through the various stages of their relationship with the organization)?
• What is the employee experience, and what obstacles do current processes create?
• What behaviors are the new processes creating (every organizational routine communicates values and defines the desired collective behavior)?
  Work carried out with our public sector clients reinforces the conviction that the digital transition should be seen as an opportunity to redesign:
  • Digital processes with data accessible in real time foster a culture of transparency;
  • Automated workflows reduce hierarchical dependencies and encourage autonomy;
  • Collaborative tools stimulate a culture of sharing and networking;
  • Data-backed decisions strengthen a more analytical culture that relies less on perceptions.

True digital transformation occurs when technology, process and culture evolve together, because:

• Processes shape behaviors;
• Behaviors shape culture;
• Culture determines the capacity to adopt digital transformation…

Digital transformation is always a reflection of the vision, commitment and investment of leaders. It happens when a systemic approach is built, centered on service quality and based on organizational processes and routines that foster desired behaviors and a culture that values innovation and technology.

Regardless of your organization’s technological maturity, the question that arises today is:

What experience do we want to create for our customers and employees?