Digital Change: The Human Element
You can only go as far as your people can. Successful digital transformation goes beyond technology; it requires a cultural shift within the organisation. The RFS recognised the importance of its people, processes, and technology working harmoniously to better respond to the complex, ambiguous and evolving nature of fire response. Implementing digital solutions that enhance situational awareness, improve member experience, and leverage data for preparedness and prediction, enabled RFS to place its people at the core of its operations. Despite the evolution of technologies, progressive leadership and empowered workforces, transformation journeys can be challenging.
To build a resilient and sustainable digitally enabled organisation, the Deloitte team advises that there are 7 Key Success Factors:
1. Build trust and credibility: walk the talk with staff and all key stakeholders throughout your organisation
2. Maturity and governance: understand where your organisation is at in its digital journey and develop clear reporting systems and standards to drive accountability and transformation
3. Keep your purpose front and centre: when complexity and challenges arise, remember why you started
4. Leverage learnings from others: transformative change requires an ecosystem response. Deloitte, for example, reaches out to a network of thought leaders, subject matter experts and change agents
5. Design change management into strategy: Change occurs along a spectrum throughout transformation, so it's crucial to consider change management before implementation. To ensure alignment with key stakeholders, bring them along on the journey from day one
6. Keep momentum: communicate progress to stakeholders – the good, the bad and the ugly. As Megan Maletic, Partner in Human Capital at Deloitte says; “The test is not building the relationships; the test is showing up when challenges arise and doubling down.”
7. Leave a legacy: don’t just focus on the transformation goal, but also on building the capabilities of your organisation and people within it.