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?
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CIO Magazine Spring 2015 Issue