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* 1. In your organisation which department(s) is/are responsible for implementing digital transformation plans? Please tick all that apply

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* 2. How does your organisation define digital self-service success? Please tick all that apply.

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* 3. To what extent has the ongoing COVID-19 pandemic affected your organisation’s digital self-service plans?

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* 4. Please further explain how across what areas of your organisation COVID-19 has accelerated or disrupted plans for digital self-service?

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* 5. On a scale from 1-5 (with 1 being “Never affects digital self-service plans” and 5 being “Regularly affects digital self-service plans”), please rate the following criteria according to how they may have inhibited your organisation’s digital self-service delivery plans?

  1 2 3 4 5
Changing customer behavior
Cost and funding of transformation
Internal buy-in, skills and resources 
Migration from legacy systems
Time taken to see return on investment
Support from digital services supplier 

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* 6. Which of the following solutions do you believe could improve self-service delivery in your organisation? Please tick all that apply.

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* 7. Using the following percent scale, what percentage of your organisation’s services are delivered using online/digital self-service mechanisms?

  0-24% 24-49% 50-74% 75-99% 100% Don't know
Percentage of services currently delivered online/digital
Percentage of services to be delivered online/digital in 3 years' time

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* 8. In the next 12 months, how much do you expect to save as a result of delivering services via self-service mechanisms?

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* 9. What service areas will you be prioritising your budget on in the next 12 months? Please tick all that apply.

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* 10. Have your staff been provided with opportunities to external services or other support online during the Covid crisis?

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* 11. How likely is it that these will continue post-Covid?

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* 12. What are the main barriers to staff accessing external services or support in the medium term?

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* 13. To enter you into a prize draw to win a £50 Amazon Voucher, please leave your below details

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* 14. By submitting the form you agree to our Terms and Conditions and the Privacy Policy.

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