Define Digital Strategy

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.

Solution

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.