What will you get?

We will:

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• Provide a 1-on-1 meeting with a certified customer experience expert.

• Review and evolve vision, mission, objectives and guiding principles to reflect leading practices and web channel digital strategy.

• Map out key end-to-end service processes; identify transformation opportunities and roadmap an action plan for implementation.

• Benchmark web presence against other similar organizations to determine key trends and patterns to recommend priorities for improvement within the following key categories:​

  • Visual design and usability

  • Navigation and search 

  • Communication and engagement

  • Audiences and segmentation

  • Online services and forms

  • Mobility and accessibility

  • Content and language

  • Technology and functionality

  • Metrics and performance

• Perform a gap and SWOC analysis to a target web strategy for action plan recommendations.

• Content management system options and recommendations, including associated costs and technology requirements

• Analyze web governance structure and recommend new structure for channel, content and knowledge management.

• Develop a technology architecture model based on leading practices and desired future state targets.

• Roadmap future technology requirements for front-end service delivery and end-to-end digital processes.

• Create a strategic implementation plan and roadmap containing key initiatives based on your requirements and desire for future growth.  This roadmap will include detailed descriptions of each key initiative, along with associated activities, timeline, resources, work effort, dependencies, risks, costs and desired outcomes/benefits.

Deliverable:

A strategic roadmap outlining short, medium and long term initiatives for the transformation of the web channel to a desired future operating model.

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This roadmap will provide a detailed plan for organizations to follow in order to design and build a user-centric web channel.  This report can be used to help determine budget requirements for website redesign projects along with the needed resources and skillsets to achieve a successful outcome.

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