Content Comparison

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Stakeholder readiness is a thorough look at your existing service to identify issues your stakeholders have currently with the service and how their experience will change with the move to digital service delivery. The stakeholder readiness workbook will guide you through the process.

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Stakeholder readiness is about checking to ensure that all stakeholders have been identified and consulted with. It starts through awareness. Who are all the stakeholders for your service and what concerns do they have?

1. For each external user type of the service, describe the steps they follow in for

   1. service submission

   2. service followup

   3. service fulfillment

   4. what artifact is expected at each step? (receipt, confirmation, notification)

2. For each internal user type describe the steps that they follow infor

   1. service submission receipt

   2. service submission processing

   3. service fulfillment

   4. what artifact must be generated at each step? (receipt, confirmation, notification)

      1. will the artifacts be automated or manual?

Having trouble answering these questions? It will may be necessary to perform some research to gain insights into your community of users. If you are unfamiliar with how to perform research here is a helpful guide: https://www.ontario.ca/page/user-research-guide

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Net positive vs net negative -

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.

Need for training -

Changing a users workflow may require that users are trained to use that new system to ensure the user can learn the new steps and be effective.Case #3 -