Public Sector 2.0
Strategy Development and Implementation
Dr. Jim HamillAlan Stevenson
April, 2009
Strategy Development
A three staged approach:
• Enhanced knowledge and understanding – get involved and learn more
• Strategic Audit - Ten Key Questions
• Strategy Development and Implementation - using a Balanced Scorecard approach
Get Involved, Learn More
• Set up a Google Alert
• Participate in relevant forums/blogs
• YouTube
• Join a social/professional networking site
• Set up your own....
• etc
Tourism 2.0
Tourism 2.0
Tourism 2.0
Strategic Audit
The Ten Key Questions
Ten Key Questions
1. What impact is Web 2.0 having on the public sector? How is consumer/public behaviour and decision-making changing?
2. What are the specific opportunities and threats for my own organisation?
3. How well are we currently positioned to capitalise on these opportunities, minimise the threats? What progress have we made? What is the ‘strategic gap’ between where we are and where we should be?
4. What internal organisational barriers and obstacles need to be overcome?
Ten Key Questions
5. What new organisational ‘mindset’ do we need to succeed in a Web 2.0 environment?
6. What are our core strategic objectives for Web 2.0? What are our KPIs?
7. Use of Web 2.0 for: • reputation management• market/customer research• customer insight, knowledge and understanding• on-going customer dialogue and interaction
• the online customer experience
Ten Key Questions
8. What key Web 2.0 actions and initiatives will best achieve my strategic objectives? – internal and external applications
9. Performance measurement and evaluation
10. Use of Web 2.0 for improving internal business processes and operational efficiency
Public Sector 2.0 Strategy Development
The Balanced Scorecard
Balanced Scorecard
• Recommend the use of a simplified Balanced Scorecard approach to Web 2.0 strategy development and implementation
• Will ensure that future 2.0 actions and initiatives are fully aligned with and supportive of agreed organisational goals and objectives
• Business/customer/network led rather than technology driven
The Balanced Scorecard - Benefits
• A robust Web 2.0 planning tool• A Performance Measurement System • Internal/External Communications• A Translator of Strategy Into Action• Alignment• A ‘Balancer’• A ‘Supporter’• A ‘Journey’
The Balanced Scorecard - Benefits
Will help to answer the following questions:
• Should we invest (time and effort) in Web 2.0? Why should we invest? How much time and effort should we invest?
• What will be the business benefits and ROI?• Which projects/initiatives should we invest in?• How should we allocate our time and resources
between different 2.0 initiatives?• How will 2.0 help us to achieve our core business goals
and objectives? What is the strategic fit? How ‘mission critical’ is it?
How It Works
1. Agree Overall Vision, Mission, Strategy
2. Decompose into Linked Perspectives (Financial, Customer, Internal Management, Organisational)
3. Establish Clear Performance Measures and Targets for each Perspective
4. Key Initiatives and Actions
5. Performance Evaluation and Feedback
A Simplified Balanced Scorecard
Vision, Mission and Strategy
Decompose Into Perspectives
Performance Measures / Targets
Key Initiatives
Balanced Scorecard
www.tourism2-0.co.uk
The five key questions:
• What is our overall vision/mission for Web 2.0?
• What are the key financial/strategic objectives we wish to achieve?
• Who are we targeting, with what value proposition?
• What are the key Web 2.0 initiatives and actions we need to introduce to achieve our objectives?
• People, organisation and IT aspects
www.tourism2-0.co.uk
Balanced Scorecard 2.0 Strategy Map
www.tourism2-0.co.uk
Strategic Theme/ Mission:Brief Statement of Overall 2.0 Mission/Vision
Financial Perspective
Customer Perspective: Customer Segments
Internal Management
Perspective:
Organisation
Perspective:
Financial Goals and Objectives
Marketing Effectiveness Marketing Efficiency
Customer Group 1 Customer Group 2 Customer Group 3 etc
Customer Value Proposition
Initiative 2
ObjectivesKPI
TargetsActions
People IS and ITManagementOrganisation
Culture
Initiative 3
ObjectivesKPI
TargetsActions
Initiative etc
ObjectivesKPI
TargetsActions
2.0 Initiative 1
ObjectivesKPI
TargetsActions
Templates to assist in the process
Thank You
Top Related