Strategic Review of the Organisation for Public Service Delivery in the Digital Era

Abstract

This chapter initiates the pathway through the ISSP framework described in the previous chapter. The chapter focuses on three aspects. It provides the approach for conducting the organisational information systems strategic review applying McFarlan's Strategic Grid. This model helps an organisation to determine the focus of its current application systems, where the entity wishes to be in the future, and generally assess where the competition (or best practice benchmark entity) is currently positioned. The chapter then provides a method to carry out the organisational data usage strategic review applying Marchand's Area of Information Use model. This model aids management to determine to what purpose the current available information is being utilised. Finally, the chapter illustrates how a government entity may conduct a review of its customer persona profiles to enable it to explicitly know its customers, thus enabling it to promote and target its specific services. All the models and techniques applied in this chapter are supported by examples.