Digital Transformation is the fundamental rewiring of an organization, with the goal of creating value by continuously deploying technology at scales to improve citizens’ experience and lower costs. In practice, most public agencies and local governments struggle with more advanced data practices, such as leveraging it to optimize operations and data-driven decisions, plan services using predictive analytics, maximize return on investment and customize citizens’ experiences in real-time.

To use data effectively is the most significant skill gap between top performers and average performers. Digital data can be used to track key performance indicators for service requests, benchmarking decisions, maintenance and inspection records, status of capital programs, regulatory compliance, planning and development initiatives, and citizens engagement across various service lines.

Benchmarking goals and key performance indicators (KPIs), play a vital role in determining whether integrated agency operations and processes are yielding results. These can be used to define metrics for customer experience, operational efficiency, resource needs and budgeting strategies.