A digital maturity assessment for Kensington and Chelsea Council

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What is a digital maturity assessment?

A digital maturity assessment is used frequently in organisations undergoing digital transformation. It is a check-up for your organisation, providing a baseline and identifying areas where digital transformation can be improved.

Doing the surveys has meant our staff play a significant role in how the Council shapes its digital strategy so that we are equipped to do our jobs in the most efficient way and benefit from confidence with digital skills. We’re in a better position to take this work forward as a result of the exercise.

Tim Ellis, RBKC Digital Inclusion Lead

Helping residents get online is a priority for Royal Borough of Kensington and Chelsea Council (RBKC). It has become even more important due to the Covid-19 pandemic. Together with partners in the NHS and local voluntary and community groups, the Council has formed K&C Digital Inclusion Partnership. The partnership is focused on helping the local community get online and making sure that no one is left behind in the digital world we now live in.

Hyperoptic are working to increase customer access to high speed internet connection. They recognise that digital inclusion is a barrier to uptake of better broadband. They offered RBKC a digital inclusion support package with Citizens Online as part of their fibre broadband contract roll out.

How we conducted the Digital Maturity Assessment

After consultation with Citizens Online, it emerged that the Council needed further information about its digital maturity. Conducting a Digital Maturity Assessment helps provide a baseline for digital transformation and digital inclusion projects. It provides a range of insights for organisations in areas such as; digital skills, attitudes to technology, digital culture, policy and practice for online services. Resulting in a better understanding of to what extent digital transformation is mainstreamed; as well as understanding of the barriers residents face in accessing online services.

Organisations often consider digital exclusion in relation to residents or the general public, but it’s important to think about your own staff too. Around 1 in 5 adults in the UK lack all of the Essential Digital Skills for life and this can hold organisations back when adapting to digital change.

Helen Dobson, Managing Director, Citizens Online

We worked with the Council to design two bespoke surveys; a strategic level assessment and a short survey for all staff. An internal communications plan to promote the survey included; an all-staff mailshot, including survey links in newsletters, homepages, online messaging and endorsement and promotion by senior leaders. As a result, over 700 employees participated, which is a fantastic response for this type of a survey.

Digital skills and digital inclusion are key Council priorities, across all directorates. We wanted to gain a greater understanding of the range of digital skills of our staff across the Council to help get them the support they need to develop skills and help residents get online.

Tim Ellis, RBKC Digital Inclusion Lead

After analysing the surveys, Citizens Online produced a findings and recommendations report. The Council’s own data team were also able to analyse the raw data. This was used it to create three staff personas to inform targeted support.  The Council team recognise the impact of the finding from the Digital Maturity Assessment will play in ongoing digital transformation.

If you would like to find out more about how a Digital Maturity Assessment could benefit your organisation, please contact us: