Why
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stakeholder
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readiness?
A stakeholder audit Stakeholder readiness is a thorough look at your existing service to identify issues your stakeholders have currently and how their experience will change with the move to digital service delivery. The stakeholder audit readiness workbook will guide you through the process of completing the stakeholder audit.
What are the steps of a stakeholder auditreadiness?
For each external user type of the service, describe the steps they follow in
service submission
service followup
service fulfillment
what artifact is expected at each step? (receipt, confirmation, notification)
For each internal user type describe the steps that they follow in
service submission receipt
service submission processing
service fulfillment
what artifact must be generated at each step? (receipt, confirmation, notification)
will the artifacts be automated or manual?
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Access the stakeholder audit workbook here
What types of issues might
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stakeholder
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readiness uncover?
Case#1 - An external stakeholders workflow may change based on service digitization. Will that change be a net positive change or a net negative change? Net positive change occurs when a users workflow is simplified or improved. A net negative change occurs when a users workflow is made more difficult or complex.
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