DigiTech Magazine - UK CIO2020 - Spring 2015 - Page 10

BUSINESS .................................................................................................................................................................... TECHNOLOGY Shaping the IT Function for 2020 Ben Grinnell Expectations of Technology enabled Services are increasing and in many traditional companies budgets are decreasing. In this article I would like to look at the capabilities we see in organisations that are driving the pace, and what we believe the more traditional IT functions need to do to stay in the game over the next 5 years. We are all consumers of IT and the variety of services delivered through technology keeps increasing. They are reaching more and more people, doing this more of the time and many of the services improve on a daily basis. For a government IT function this is a bit challenging as all those companies with bigger budgets are raising the expectation of my customers, my supply chain and also my employees. Now they all expect 24x7 service, personalisation, sub second responses, no errors, immediate fulfilment, and they expect it to be so intuitive they can use it without any training. Does IT need to compete with that? The answer is yes. Usability of your services is impacted by the expectation everyone else’s services set. Usability drives channel shift and that saves money. Leading Digital organisations are driving competitive advantage through technology and setting the pace for all of us. So what are the digital capabilities they exhibit that we need in order to keep up? 10 CIO Magazine Spring 2015 Issue