Digital Strategy 2024-2027

Monitoring Benefits

Strong evaluation arrangements are in place to understand the impact of this Digital Strategy, monitor value for money, and asses if benefits have been realised.

We will complete an annual report as part of the overall governance arrangements for our corporate transformation programme. This will include an overview of progress in implementing priorities and projects, a post evaluation of the delivery process and outcomes achieved using data and measures where appropriate; including lessons learned.

We will utilise the criteria and questions of Wales Audit's thematic review of Digital 2023 to guide a our strategic approach, to measure and asses ourselves, and to understand "what good looks like".

We will benchmark and regularly track and analyse a range of metrics and report on these annually as part of our Digital Strategy annual report to help Carmarthenshire make informed decisions, continuously improve digital services, and demonstrate the impact of digital initiatives. Here are some key qualitative and quantitative measures we will use to monitor and analyse trends throughout the development of this 3-year strategy:

Connectivity availability: Measure the availability and quality of digital connectivity (broadband and mobile) across our County.

Digital Skills: Assess digital skills and competencies of our workforce and the wider population.

 

Customer Satisfaction: Measure internal and external customer satisfaction with our digital services through surveys and feedback mechanisms.

Service Accessibility: Evaluate how accessible our digital services are, in line with industry accessibility standards.

Social Media Metrics: Monitor the use of our social media channels.

Council’s Website: Track the usage of the council's website; measure unique visitors, page views, and time spent on the site.

Email Newsletters: Monitor the growth of the email subscriber list; track open rates, click-through rates, and subscriber retention.

 

Track the effectiveness of our cybersecurity measures.

Measure the effectiveness of our cyber awareness and GDPR training programs.

Track the number and type of security incidents over time.

Track the number and type of information governance incidents over time.

Measure security related events targeting our council systems over time.

Measure our compliance to industry standards annually.

 

We will undertake post-implementation and benefits realisation evaluations for key projects. These will include identifying cost savings achieved through the implementation of digital processes and services, ROI (Return on Investment) for digital initiatives and/ or other benefits such as resource capacity or time released due to more effective and efficient digital services.

 

Devices: Monitor the number and type of devices accessing our digital services online i.e. mobile, tablets, smartphones, laptop etc.

Online Service Adoption: Measure the adoption rates of online services offered by the council and compare with metrics of traditional channels i.e. telephone and face to face.

 

Internal: Measure the effectiveness of our digital tools for internal communication and collaboration with our workforce.

External: Measure the effectiveness of our digital tools for external communication and collaboration with our residents and businesses.

Citizen Engagement: We will evaluate citizen engagement through online forums, social media, and other channels.

 

New Technology Adoption: Monitor the adoption of emerging technologies for innovation (AI, RPA etc.)

Digital Transformation Progress: We will assess the progress of digital transformation initiatives.

Paperless Initiatives: Track the reduction in paper usage through digital processes.

Automation and AI: Measure the level of process automation to improve efficiency.

Ability to change: Conduct regular digital maturity selfassessments for all departments and service areas, identifying areas of the organisation requiring support to improve service delivery and drive efficiencies through digital.

 

 

---