Town of Whitby Corporate IT and Digital Strategic Plan - Final Report

Figure 2: Digitized Platform P a g e 10 | 216 So, the opportunity is to take advantage of the internet and smartphone era and the associated technologies available to improve service delivery and internal processes – to move to a self-serve, digitally-powered service model that uses data to support continuous improvement. [...] The digital governance model needs to help deal with key decisions and help the organization move faster and the policy framework needs to set things up to become more flexible and agile and ready to take advantage of new opportunities. [...] Now is the time to decide if the Town wants to go back to the old ways or to grasp the opportunity to continue to innovate and meet the ever-changing demands and needs of customers. [...] Becoming a Digital First Organization The Digital Strategy builds on the concepts set forth in the CSP and the Customer Service Strategy setting a goal (or a mission) for the Town to become a Digital First organization. [...] Thinking Digital First can be the guiding light as mentioned in the opening of this section – and it’s important to see it pass into the vocabulary at the Town, to almost become a mantra – “we are designing this service to be Digital First.” A Digital First organization is one that is built for the internet and smartphone era – one that prioritizes digital delivery as its primary customer service.