Making sense of the digital world - United Focus

October 2016 © 2016 United Focus Pty Ltd

Making sense of the digital world


Your customers are changing

76% own a smartphone

70% own a laptop

53% own a tablet

Sensis Australian Social Media Report

June 2016

3 – how many Internet-enabled devices we own on average

50% are on Social Media daily

87% of us access the Internet daily

29% own an Internet-enabled TVs

12.5 hrs/week – how long the average Australian spends on Facebook


Executive lenses on digital

OperationsHow can we use digital technologies to improve our business processes and achieve better productivity?

People and PerformanceHow can digital help us attract and retain the best people and how do we manage change?

FinanceHow can digital help us to reduce the cost of doing business and how do we measure return on digital spend?

TechnologyWhat digital technologies should we deploy and how? How do we transition from legacy systems?

Comms & MarketingHow can we use digital to improve our customer insights, brand, improve uptake of our services and engage better with customers?

CEODo we understand how digital is changing our business and our customers? Am I and my Board up to the challenge? Is our culture right for driving innovation and embracing digital.

Knowledge & Information How can we make better use of our data and better manage data, records and corporate knowledge?

GovernanceWhat risks are we vulnerable to and how best do we mitigate them?

Learning & DevelopmentHow can we leverage technology to better train staff and improve their commitment to continual professional development?

SalesHow can we use digital to reduce sales paperwork, get better intel on our customers and make sales more effectively?



How have you changed the way you do business and engage with your customers, all of whom spent last night like this?

“Why don’t they put the devices down and just enjoy

the concert …” for 14-35 year olds, this ishow they enjoy their world.



Customers are selfish! They choose their own path, usually the one of least resistance.

How your customers act online, doesn’t always politely follow what you planned.

A truly customer centric organisation will walk in their customers’ shoes to understand how they behave and then design accordingly.

Are your digital channels designed for your customers or your organisation? Do you use social media the way your customers want, or the way you want?

Image : Guy Cookson


Digital transition or transformation?

spotify


How many customer transactions for $50,000?

*Source of amounts: Deloitte Access Economics, 2015

The cost of not innovating

© 2016 United Focus


How many customer transactions for $50,000?

The cost of not innovating

Don’t replicate in the digital world, the business models and behaviours that were designed in the pre-digital age.

If your use of digital only replicates your current business, you’ll miss the opportunities to re-imagine your relationship with customers, develop new services, open new markets and stay ahead of the competition.

In the 70s and 80s the nations that went into space replicated experiments from their earth-constrained labs to see how they’d behave in space.

That done, they collaborated and built the international space station to undertake entirely new experiments and create new ways of understanding earth and space made possible by the borderless, atmosphere free.

Not to have done so would have been to miss the very opportunities that space offers.

International space station

Image source: NASA

October 2016 © 2016 United Focus Pty Ltd © 2016 United Focus Pty Ltd

Since 1995, we have been providing independent, expert advice to

help organisations and communities make sense of the Digital Age

- how to manage digital to stay relevant to customers, improve

productivity and stay competitive through innovation.

• digital strategies and transformation • implementing digital-led change• governance and management of the digital business• digital leadership and innovation

Landmark clients and projects

Digital Placemaking for Renewal SA – the role of digital in the Riverbank redevelopment -Fair Work Ombudsman – digital strategy and digital leadership webinarsVictorian Government Digital Strategy – researched and developedAdelaide WiFi Feasibility Study – SA Government and Adelaide City Councilsa.gov.au – Chief Editor and advisor on usability and accessibility World Health Organisation – Website redevelopment advice and documentationWebsite Writing Guide – mandated guide to writing for government websites – author and publisher

e-businesguide.gov.au, Getting Started booklet and train-the-trainer program –researched wrote, designed and delivered Living Websites – understanding the life cycle – Steven Smith, 2003 – author and publishereBusiness for the cultural sector – developed and delivered workshops nationally Digitisation of Collections Report – policy advice to the federal government on the effect of the Internet on our cultural institutions and heritageMuseums and Web Conference presenter: Toronto, Minneapolis, Montreal, Melbourne

About United Focus

• planning smart cities and digital place-making• planning, building, sustaining and improving

websites and apps • risk management of social media


United Focus tools and resources Digital Maturity Matrix

Self–assessment tool to understand local current digital strengths and weaknesses across 5 main

themes and what best practice looks like.

Digital Strategy on a PageSee on one page the rationale, guiding

principles, key implementation actions, outputs and benefits of the Strategy.

Digital Project PrioritisationThis Excel-based tool helps prioritise

digitisation projects according to level of benefit and ease of execution and risk.

Digital Action PlanThe action plan template categorises actions

under the key themes in the digital maturity and sets KPIs and review milestones intervals.

October 2016 © 2016 United Focus Pty Ltd © 2016 United Focus Pty Ltd

Steven SmithBA, BEd, GradDip IUC, MAICD

Steven Smith is the principal digital advisor of United Focus, a company he established in 1995 to advise organisations about the Web.

Steven works with clients across Australia to help them solve complex digital strategy and operational challenges as they grapple with the digital age which is disrupting industry sectors and traditional business models.

In the 20+ years he has been a digital advisor, Steven has worked with clients across many government and industry sectors.

Steven was a Director at KPMG Australia in national digital consulting from 2011-2016.

[email protected] @stevenrsmith100 +61 411 243 906

Catherine Mossop is senior digital advisor at United Focus. She has worked on digital strategy projects with government and regulatory bodies.

She is a Chartered Accountant and had 4+ years' at KPMG in financial processes and compliance, internal & external audit, and risk & control.

Catherine is helping our clients manage the inherent risks in doing business in the digital world - risk reviews, cost/benefit analyses and feasibility studies of digital projects.

She is trained in Lean practices and helps clients improve internal processes and productivity.

[email protected] @catherinemossop+61 400 087 597

Catherine Mossop CA BComm

About United Focus

unitedfocus.com.au | 167 Flinders Street Adelaide South Australia 5000 | ACN 069 339 073


Making sense of the digital world

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Making sense of the digital world - United Focus