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Define Digital Strategy

Deloitte Digital case study: Public sector

Business Issue

The client is a public sector agency in Luxembourg wanting to guarantee the consistency of the digital experiences they provide across different channels by integrating a strong digital orientation into the relationship with both customers and employees. The objective was to define a digital strategy that would define target experiences for these customers and initiate the digital transformation. 


The main activities Deloitte carried out were the following:

  • Inspiration sessions with digital cases from other countries
  • Digital maturity assessment with the organization and their technology provider 
  • Alignment and definition of digital vision, including detailed vision themes
  • Digital value proposition customers and employees:
    o Identification of main value creation drivers
    o Definition of current experience on a Customer Journeys
    o Definition of a To-Be Customer Journey defining target digital experience
    o Identification of digital initiatives to be launched by Customer Journey
  • High-level digital transformation roadmap 

Value delivered

As a result, Deloitte defined the digital strategy with the client. This included the digital vision, digital maturity assessment, digital value proposition for customers and employees including As-Is and To-Be Customer Journeys, and finally the high-level digital transformation roadmap. 

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