Screen Reader Mode Icon Check SCREEN READER MODE to make this survey compatible with screen readers. Defining digital transformation Question Title * 1. In your organisation which department(s) is/are responsible for implementing digital transformation plans? Please tick all that apply Business operations Customer services IT Marketing/Communications Procurement or Finance Don't know Other (please specify) OK Question Title * 2. How does your organisation define digital self-service success? Please tick all that apply. Increase in online service transactions Reduction in one-to-one customer contact Increase in savings made from moving services online Metrics aren't used to demonstrate digital self-service success Don't know Other (please specify) OK Question Title * 3. To what extent has the ongoing COVID-19 pandemic affected your organisation’s digital self-service plans? Accelerated or initiated plans Had no effect on plans Disrupted or postponed plans Don't know Other (please specify) OK Question Title * 4. Please further explain how across what areas of your organisation COVID-19 has accelerated or disrupted plans for digital self-service? OK Question Title * 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 Changing customer behavior 1 Changing customer behavior 2 Changing customer behavior 3 Changing customer behavior 4 Changing customer behavior 5 Cost and funding of transformation Cost and funding of transformation 1 Cost and funding of transformation 2 Cost and funding of transformation 3 Cost and funding of transformation 4 Cost and funding of transformation 5 Internal buy-in, skills and resources Internal buy-in, skills and resources 1 Internal buy-in, skills and resources 2 Internal buy-in, skills and resources 3 Internal buy-in, skills and resources 4 Internal buy-in, skills and resources 5 Migration from legacy systems Migration from legacy systems 1 Migration from legacy systems 2 Migration from legacy systems 3 Migration from legacy systems 4 Migration from legacy systems 5 Time taken to see return on investment Time taken to see return on investment 1 Time taken to see return on investment 2 Time taken to see return on investment 3 Time taken to see return on investment 4 Time taken to see return on investment 5 Support from digital services supplier Support from digital services supplier 1 Support from digital services supplier 2 Support from digital services supplier 3 Support from digital services supplier 4 Support from digital services supplier 5 OK Question Title * 6. Which of the following solutions do you believe could improve self-service delivery in your organisation? Please tick all that apply. Device responsive customer website Single view of all customer's translations Customer 'My Account' portal Online forms 3rd party integration with existing systems Low-code/no-code service delivery platform Don't know Other (please specify) OK Question Title * 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 currently delivered online/digital 0-24% Percentage of services currently delivered online/digital 24-49% Percentage of services currently delivered online/digital 50-74% Percentage of services currently delivered online/digital 75-99% Percentage of services currently delivered online/digital 100% Percentage of services currently delivered online/digital Don't know Percentage of services to be delivered online/digital in 3 years' time Percentage of services to be delivered online/digital in 3 years' time 0-24% Percentage of services to be delivered online/digital in 3 years' time 24-49% Percentage of services to be delivered online/digital in 3 years' time 50-74% Percentage of services to be delivered online/digital in 3 years' time 75-99% Percentage of services to be delivered online/digital in 3 years' time 100% Percentage of services to be delivered online/digital in 3 years' time Don't know OK Question Title * 8. In the next 12 months, how much do you expect to save as a result of delivering services via self-service mechanisms? Up to £250k £250k to £500k £500k to £1m £1m+ Don't know Other (please specify) OK Question Title * 9. What service areas will you be prioritising your budget on in the next 12 months? Please tick all that apply. Booking systems or services Customer 'My Account' portal Reporting systems or services Website design improvements Low-code/no-code service delivery platform Don't know Other (please specify) OK Question Title * 10. Have your staff been provided with opportunities to external services or other support online during the Covid crisis? Yes No OK Question Title * 11. How likely is it that these will continue post-Covid? Very likely Likely Neither likely nor unlikely Unlikely Very unlikely OK Question Title * 12. What are the main barriers to staff accessing external services or support in the medium term? OK Question Title * 13. To enter you into a prize draw to win a £50 Amazon Voucher, please leave your below details First Name Last Name Company Job Title Email Address OK Question Title * 14. By submitting the form you agree to our Terms and Conditions and the Privacy Policy. I agree OK DONE
