Why do a business audit?
A business audit intends to be a thorough look at your existing service to identify issues that may need to be addressed when moving to a digital solution. This business audit template will offer examples of how issues may be solved.
What are the steps to a business audit?
Is there a legacy form? How will it change?
Is there a service standard associated to the service?
Is there a need for data digitization provide continuity for a digital service?
Is there a cost recovery component to the service?
Are there legislation changes required or looming that may effect how this service is delivered?
Are there regulations changes required or looming that may affect how this service is delivered?
Will there be significant changes to how the service is delivered or administered?
Access the business audit workbook here…
What types of issues might a business audit uncover?
Case#1 - Legislation changes needed
If the current legislation requires applicant to your service to make a declaration that needs to be signed and witnessed by an administer of oaths, then in order to replace the current form with a digital form the legislation must change to eliminate the witnessing of the declaration. Until the legislation changes this service cannot move to a digital solution.
Case #2 - Service standards
If there is service standard you must determine if the standard must change based on the change in service delivery, as well as determining if the means to measure the service standard should also change. Where service standards are in effect it is required to tell the service applicant whether the standard was achieved or exceeded for a transaction.
Case #3 - Legacy form changes
Are there features of your legacy form that could change due to a shift to a digital platform? Can dropdown be used to present options instead of asking for free form text? Sometime that move to a digital form enables capabilities that will make the task of completing a submission simpler, and repeatable.
Case #4 - Change management
Will there be a dramatic difference to how the service will be delivered or administered? If so then it is necessary to carefully manage the expectations of those involved
Case #5 - Data digitization
Does this service rely on data that resides in a non-digital format (paper)? Do applicants need to reference previous submissions that were completed in ink on a paper form? In cases like these digitization of legacy data would be required before a service could move to a digital submission process.
Case #6 -
0 Comments