Government procurement is a critical aspect of public administration and plays a vital role in delivering essential services and infrastructure to citizens. The UK, for instance, has established a comprehensive procurement framework guided by the Red Book, which sets the standard for public sector projects. This article will explore the importance of embedding a user-centered approach, common architecture, and delivering on customer commitments in the procurement process, while emphasizing the role of Key Performance Indicators (KPIs) and value-driven budgeting to ensure accountability. We will also examine examples from other governments and glean insights from renowned leaders in the field of government procurement.

The UK System and the Red Book

In the United Kingdom, the Red Book is a crucial reference for government procurement. It provides guidelines on value for money, transparency, and fair competition in public sector projects. The Red Book emphasizes the need for a structured procurement process that includes comprehensive planning, thorough evaluation of bids, and diligent contract management. This approach ensures that the government can effectively deliver on its commitments to citizens and stakeholders.

Examples from Other Governments

Governments worldwide have adopted various procurement strategies to ensure efficient and effective service delivery. The United States, for example, has the Federal Acquisition Regulation (FAR), which governs the acquisition process for all executive agencies. Similarly, the European Union has established the Public Contracts Directive, which aims to create a level playing field for companies across the region.

As an Australian leader in government procurement, Jane Halton AO PSM, former Secretary of the Australian Department of Finance, highlighted the significance of procurement in her statement, “Effective procurement is at the heart of good government, and it is vital that we continue to innovate and improve to deliver better outcomes for the Australian people.”

A User-Centered Approach

In recent years, a user-centered approach has gained traction in government procurement. This methodology prioritizes the needs and expectations of end-users throughout the procurement process. As advocated by Professor Sue Arrowsmith in her article “Towards a User-Centered Approach to Public Procurement,” this approach helps to ensure that procured goods and services are fit for purpose and meet the intended users’ requirements.

One of the most influential leaders in government procurement, Dr. Mariana Mazzucato, emphasizes the importance of creating value through strategic procurement. She argues that governments must adopt a mission-oriented approach to procurement, setting clear goals and focusing on outcomes that benefit the public.

Common Architecture

A common architecture in procurement refers to the adoption of standardized processes, systems, and data structures that facilitate collaboration and information sharing among stakeholders. This approach reduces complexity, increases efficiency, and enables better decision-making. For instance, the UK’s Government Digital Service (GDS) has developed a common architecture for digital services, known as the Government as a Platform (GaaP) initiative. This initiative allows for the sharing of resources, knowledge, and best practices, leading to more effective procurement outcomes.

KPIs and Value-Driven Budgeting

Incorporating KPIs into procurement processes ensures that projects are aligned with desired outcomes and remain on track. This performance measurement approach facilitates continuous improvement and enables governments to assess the effectiveness of their procurement strategies.

Value-driven budgeting is another essential element in ensuring accountability in government procurement. By linking budgets to the value delivered to the public, governments can make more informed decisions about resource allocation and prioritize projects that generate the most significant public benefits.

Delivering on Customer Commitments

A great procurement experience is essential for delivering on customer commitments. This entails not only meeting contractual obligations but also fostering strong relationships with suppliers and stakeholders. As Sir Michael Barber, a leading expert in public sector reform, once said, “Only by putting the citizen at the heart of public services can we deliver the improvements in quality and efficiency we all want to see.”

The future

In conclusion, government procurement plays a crucial role in providing essential services and infrastructure to citizens. By adopting a user-centered approach, establishing a common architecture, incorporating KPIs, and implementing value-driven budgeting, governments can enhance their procurement processes and create better outcomes for their citizens. As leaders in the field of government procurement, we must continually strive to innovate, learn from best practices, and prioritize the needs of the people we serve. By ensuring accountability and focusing on delivering customer commitments, we can build a more effective and responsive public sector that truly serves the interests of its citizens.

1. Improving efficiency in processing and decision-making: AI can automate routine tasks and support data-driven decision-making by analyzing large amounts of information in a short time.
2. Enhancing public services: AI-powered chatbots can provide quick and accurate information to citizens, while virtual assistants can help with online services and transactions.
3. Predictive analytics: AI can help predict outcomes, trends and patterns in government data, enabling departments to make data-driven decisions.
4. Fraud detection and prevention: AI algorithms can help identify and prevent fraudulent activities in government departments.
5. Improved cybersecurity: AI-powered security systems can detect and respond to cyber threats in real-time, improving the overall security of government systems and data.
6. Streamlining resource allocation: AI can help allocate resources more efficiently by analyzing data from various sources and making predictions based on that information.
7. Improving citizen engagement: AI-powered chatbots and virtual assistants can improve citizen engagement by providing quick and personalized information and support.

Overall, AI has the potential to significantly enhance the efficiency and effectiveness of government departments, while improving the experience of citizens interacting with these departments.

One example of where AI has helped government is in healthcare. In the United Kingdom, the National Health Service (NHS) has been using AI to improve patient outcomes and reduce costs.

One specific application is the use of AI to diagnose eye diseases. The NHS has been using an AI system that uses deep learning algorithms to analyze retinal scans and detect signs of eye diseases such as age-related macular degeneration and diabetic retinopathy. The system is faster and more accurate than traditional methods, allowing for earlier diagnosis and treatment. This has led to improved patient outcomes and reduced costs for the NHS.

This case study shows how AI can help government departments by providing more efficient and accurate services to citizens, ultimately leading to improved outcomes and reduced costs.

Making AI ethical involves several key considerations and actions:

1. Bias and fairness: Ensure that AI algorithms are designed and trained to be unbiased and fair, and eliminate sources of bias in data and algorithms.
2. Responsibility and accountability: Assign clear responsibility and accountability for the development, deployment, and use of AI systems to prevent harm and misuse.
3. Transparency: Ensure that AI systems are transparent and explainable, so their decision-making processes can be understood and evaluated.
4. Privacy: Protect the privacy of individuals by implementing appropriate data protection and privacy measures and ensuring that personal data is only used for the purposes for which it was collected.
5. Human oversight: Ensure that AI systems are subject to human oversight and decision-making, and that there are appropriate mechanisms for review and accountability.
6. Ethical considerations: Incorporate ethical considerations, such as respect for human rights and dignity, into the design and deployment of AI systems.
7. Continuous evaluation and improvement: Regularly evaluate and improve AI systems to ensure that they are ethical, responsible, and aligned with evolving ethical standards and values.

By implementing these key considerations, AI can be developed and used in an ethical and responsible manner, benefiting society and avoiding potential harm.

Here are some examples of unethical AI in government:

1. Biased decision-making: AI systems that are biased against certain groups, such as people of color, women, or elderly individuals, leading to unfair outcomes and discrimination.
2. Invasion of privacy: AI systems that collect and use personal data without consent, or in ways that are not transparent or accountable, violating individuals’ privacy rights.
3. Lack of accountability and transparency: AI systems that make decisions without adequate oversight, or in ways that are not explainable, leading to a lack of accountability and transparency.
4. Unjustified use of force: AI systems that are used to control and monitor populations, or to make decisions about the use of force, such as drone strikes or deployment of military robots, without adequate ethical oversight.
5. Predictive policing: AI systems that are used to predict and prevent crimes, but which perpetuate existing biases and discrimination, leading to unfair policing practices.
6. Unfair employment practices: AI systems that are used to make employment decisions, such as hiring, promotions, or layoffs, which are biased against certain groups, leading to discrimination and unfair treatment.

By avoiding these and other unethical practices, AI can be used in government in a responsible and ethical manner, benefiting society and avoiding potential harm.

Why would we approach the building of an enterprise, or the marketing function with science? Becuase science is very good at delivering outcomes from testing. By applying the scientific method we can structure our work to move towards an unbiased solution that delivers outcomes.

If you were looking to improve your marketing of your product then there are a few ways to do it. Design thinking comes from an apple approach which is very unscientific. They sit back and imagine what is possible and dream up something that will amaze the world and the user and then they just deliver and it works. This works for Apple, some of the time.

The other alternative is much more conservative and comes from a more humble place of curiosity and wonder. User Science is about saying I have a series of the hypothesis that I have made from the study and now I shall run experiments to deliver the solution.

Even before the hypothesis, there is a method to understanding of the problem that is scientific. The User Scientist collects a variety of data and interviews to understand the user from many angles. Interviewing the subject in focus groups with psychological tests, journeying into the wild like an anthropologist, and studying the human user in their natural habitat to observe behaviour. Collecting data on users from multiple sources like a data scientist to seek patterns, exceptions and annomolies.

Then with a hypothesis, they seek like all scientists to prove their theories right or wrong through testing. Aristotle is recognized as the author of the scientific method, Ibn al-Haytham proposed in the nine hundreds that something should be repeatable with the same inputs and outputs.

As marketers and product owners applying this method comes to a belief that we can test and discover indepentantly the best course of action for development and marketing a of a product.

With all products we now find this journey of a user to purchase and satisfaction has many steps. Me might be very good a developing a landing page that effectively signs up people to a free trial, but the product doesn’t match the offer and there are low conversions. Our problem in most cases is we have limited time and limited data to make effective scientific analysis.

This doesn’t mean we can’t find a good marriage of “Gut” marketing, or common-sense marketing and scientific testing and this balance need to be pragmatic about how we deliver.

The first step for becoming a user scientist is the problem statement, from here you establish what you are looking to solve, with the parameters of what is efficient. The next step is to collect data in all forms, and then make a hypothesis and then test.

There are an amazing array of software for split testing, but often the best split test can be just looking at one week to another week with different results.

Review the following software for an analysis of different ways to manage the testing process.

In the real world, telling people you are going to do a/b testing is a clear statement loud and clear that you have no idea what you are doing.

Or do you.

This takes positioning, and this is where the scientific method is the best pitch leading in.

“I don’t know what our customer’s right now want, feel, will respond to. But I know how to apply a scientific method to approach solving this problem.”

This response establishes you as a professional who knows how to learn and solve problems, through hypothesis, design thinking, then checking with numbers and then applying a series of tests to see what works and what doesn’t work.

Most marketers don’t move through this point of weakness, to then establish something even better on the other side. Proof.

It is a moment of weakness to say you don’t know and you will test. And you are going to brainstorm ideas, and talk to experts out side the company. BUt on the other side of that journey is the beautiful fruit plucked from the tree of experiments…….Proof.

Suddenly you start to see the results and you learn and you can take the tests back to the CEO/Executive team and deliver presentations on the user that explain behaviour, test that show what works and what doesn’t.

The testing takes time and dedication, and is best started slowly.

AB Testing Software

The following software can be used to assist in AB testing.

The best way to contextualize this with management is to let them know that you are mitigating the risk of change management. The biggest risk to any project is not having your product or service accepted by the people you are trying to serve.

Why are we not testing things and why are we not understanding the need and the ethics of the product we use that are horrible to use.

Usability is about how we serve, but user testing can be associated to testing the product, this is not research of the users.

To get incredible velocity in a dev team you need to find a good strong true north star to follow. A clear picture of your users and what they want on their journey with you.

Embrace the user research inside all your work, do that to de-risk your project and watch the velocity increase.

The new budgets you roll out need to completely reassess how the marketing landscape has changed. Events are dead, webinars are empty, people are not going to work so why buy billboards, everything is moving and you need to create an adaptive budget to meet this new landscape.

What do we know is true? People are in their homes and on their phones, they check their emails, watch tv, and order food.

This is an important time to invest into UX, not the ux team that sit in photoshop and image what a your user is doing. Real research, the psychiatry and anthropologists. You need some science.

Commission a study or do it yourself. Re discover what your users are doing with their life to find where to engage and how to talk.

This means widening the tests to include much more outliners. Don’t just split test “You are” and “You’re”. Try new mediums like sound search, AR, gifts, gamewebinairs, robot popups, drive through meetings. The ground has shifted beyond your old experiences.

All you have now is the ability to learn. Which means hunt experience beyond your normal.

Risk adverse no longer wins as the noise is so loud and the users are so hidden you need something amazing to awake their slumber.

Now, more than ever is the time for BOLD.

Now is the time for science.

Now is the time to change.

We all know the tech debt that we collect when people want to move fast and lean. The speed at which we move to stay agile and disruptive often collects debts to be paid down the line.

The fear of the startup or the disrupter taking a segment often leads to a quick acquisition or a spin-off site or some new idea.

Here is where the debt grows. This is the start of what will start to catch on like a barnacle at sea on a ship. Till you are dragged underwater and struggling to breathe.

Cut to the multi brand multi product debacle that you know manage.

Create a foundations team that puts tools like abstract which is grit for designers. Start to think about a central repository for your design system that has reusable components.

Imagine how lean and fast you will be with a full quiver of logos, elements, atoms, and components to fire from your bow like a marvel superhero.

In some leading companies, they now have a page builder attached to the storybook to allow drag and drop of components from the business user.

New site, no problem… here build it yourself.

You don’t like that form build your own and we will run it through our testing to have it approved for accessibility.

This is where you get to when you plan for lean, when you are sensible about disruption and when you acknowledge the support and maintenance and ongoing product development that is needed to fill a full pipeline and grow your experience design.

First, you start with your segmentation, the foundation of any customer thought. You might have a lens like a considerer, adorer, consumer if you want to focus your team on hows to sculpt the brand. You might have a segmentation based on product lines, if so then lock yourself in a room and redo your entire segmentation. Product line segmentation is an indicator of narcissist company syndrome.

From here you build out your GEL to contain everything you want your company to think of with useble resources to design products for the users. They can be internal or external and those are very different.

From the segmentation you can explain each segment in personas and videos that capture each segment.

This sets up your brand style guides as a designer will need to understand visually how we talk to the user. The language section will explain common terms of how we talk to customer, if its government you may want to always call people citizens fir example.

Down to the tools. This is where you load the fonts, the logos, but the more advanced GELs have the design systems.

Look at something like https://github.com/airbnb/Lona or https://www.invisionapp.com/design-system-manager to see how you can build a library of components that any one in the company internal or external can use to develop front end applications.

By making a central design system you can then be more agile as a total brand, if you suddenly want all buttons to be square like Microsofts brand not round like apple’s brand you can roll this out across everything if they have forked a central design system.

As with all great projects it is about the change management. As you build a central portal look to add a chat and do webinairs, build FAQs and reach out to market your GEL internally.

One of the keys to running smooth operations in marketing is to implement practical data governance. You need to make sure that any data that you are publishing has some standards and rigger to ensure your team is delivering to the internal brand reputation. If you lose trust in the data then you start to have very critical issues within the company.

Step one is to implement the basics, where that if any data is published then you require the basic understanding of the source of data and the time period, and the author. If you put the owner of the data, and when the data was published, when it was updated and where it was sourced from.

Google analytics for example would give you different data to straight awstats logs of hits on website. And you will find depending on the source of data if it is sales from a crm, then salespeople might backdate their sales. So you want to know the period of the data and then when it was updated.

From here you can step into creating a data dictionary, everybody has their own definition of profit and opportunity for example, if you can state the contentious headings and the formula you will find this is gives the transperancy.

People loved how with excel you could click and see the formula. If you can provide that level of discovery in modern stacks like tableau or powerBi you will maintain the trust of the employees.

This is a complete ROI issue, where you need a committee to monitor the level of mistrust, and issues and decide how much the rule need to be enforced to decide the level of data governance.

The next important step in the maturity journey is to look at an approval system. Governance needs to be treated with a mix of training, policing and automation.

Where you can you want to publish your standards, then police what people are doing and then automate the approval. You might have a dashboard with sales and marketing data. You can establish data stewards that approve the dashboard and a ux of data and then a nice workflow for approval for a dashboard that will be company wide. If it is just for the sales department then it may just need one person to approve before publishing.

As with all governance it is about balance and growth and building something while managing your risks.

So we make our plan to grow first year 1000 people, second year 50,000, third year 1,000,000. We get buy in from management, we start the content creation and we are six months in and we have THAT meeting.

“Show me the numbers on the website……….This is terrible it’s only 4000 hits. “

You are exceeding your targets, and the numbers are great. However you forgot management changes. Right now the average turnover of a manager is above 30% per year. So you you can guarantee that there will be one person who wasn’t sold in on what you are doing.

Strategy one. The best plan is to just keep selling and keep building. If you can do this you can keep your eye on the ball and deliver over three years of building.

Strategy two. Mitigate the risk by promoting content.

Quuu Promote. Quora Sendible BuzzStream Triberr Taboola outbrain

These all work well to promote your content and increase the return. Pay for youtube views, promote your content.

Strategy three. Capture an audience.

Invest in the email software, building out a chain of content, small autoresponders, and segment. If you can capture a list you can speed up how you promote new content.

HubSpot’s free forms tool Benchmark Moosend SendInBlue Stripo

Strategy four: Integrate your marketing with your sales to get hard numbers on which clients read what articles before buying. Software like marketo allows you to see what people saw before they become a client or signed up.

The important thing is to prove and sell early and every day. Find ways to justify the longer strategy. In the end creating great content for you customers is always going to be better than convincing them with a fancy ad. With all marketing it is often best to ask what value am I giving, and education trumps excitement. Mostly.

This data shows your average users usage of mobile vs computer. Clearly mobile is the number one place for search.

Previously google ranked the desktop first and then would make allowances based on the mobile performance.

Rankings will continue to pull in data from desktop or app content if required, but the primary focus is on mobile. Desktop will be used if it has additional ranking information but there’s no guarantee that it will be crawled. 

The focus on mobile simply aims to provide an optimal search experience for users. This has been a transitory process to date but as of September 2020 all sites will be indexed mobile-first.

Don’t fret just yet. Google’s already confirmed that most sites are ready for this transition and they’ve actually shifted 70% of sites over to mobile first indexing already (after checking they’re ready). 

So this means that your site should be mobile responsive and to design for mobile first. Speed is critical as not everyone has good internet or a fast phone.

• You can test your site  by typing the URLs of both versions into the Structured Data Testing Tool and comparing the output.
• Have your developer remove any unnecessary markup that isn’t relevant to the content of each page. 
• Verify your mobile version is accessible to Googlebot using the robots.txt testing tool 
• Ensure you have verified your mobile site in Google Search Console 

This will lead to you establishing a solid simple site that is light and simple to load.

But how? You imagine a company that is lean, scientific in its testing of the web apps, hunting to understand what is our unique satisfying experience that drives customers into raving fans, you imagine people fighting to create excellent UX.

Then you wale up.

And you see IT installing security, customer service saving money, finance trying to shave millions by saving cents.

The biggest journeys start with the first step, and learning from design thinking you need to pull people out and give them a taste of the sweet nectar of service to the customer.

What has worked for me is to arrange a center of excellence. I have polled leaders across many industries and the winners seem to follow a similar patten.

Arrange a sprint with a single focus, a part of a site, secondments of people from many teams, be it one day a week, on top of other duties or best case for a six week google sprint of three two week scrums.

Start by getting to talk to customers, have all the team do it. Use Airtasker, call customers, ask the sales guys to arrange meetings, go and talk. Qualitative then quantitive. Now look into the numbers and search across your company for related data. Look to competition and find best and worst. Build a clear problem statement. What are you solving for what imaginary customer?

Now forget everything and brainstorm, ask consultants, ask management, ask anyone to build ideas on how to solve the problem. Talk with suppliers. Make a list of ideas.

Now test, start by asking what if, build prototypes, lean build, check and test and measure.

Now iterate and iterate and record. With the right focus you will improve and the team will have learned how to test and how to think user first.

Now the hard part. Write up your success and sell it through the company. Send your team back and get the success numbers- we made x, we did x.

Have them teach the company of what is possible. Have management talk up the success and change kpis. And now you have begun the start of a center of excellence.

Subscribe for part 2 where we discuss the growth of UX building a machine.

Send a request to sh@trackita.com

If you are in sales or marketing, you are going to be defined as a brand by the experience. This can be hard as it doesn’t seem like you control the experience.

This may be true but what can you do.

Build a brand dashboard. As the owner of brand, you need to find data to show the company what the experience is doing.

If you are insurance, you don’t control the claims department. However, this is hands down the number one way people build their impression and the number one thing people talk about.

Here you build out the segments and the journeys and what people are going through.

A customer is positioned with your storytelling, and then the experience delivers the brand. you can find ways for this to work with the other departments to lead and own the customer experience.

Creating a place for your company to understand what is happening in the minds of customers as they desire and experience the product is critical to success.

Who is Doing It?

And when people do start delivering the content it is hard to work out if you are delivering for search, for social or for a buyer to read to understand.

The selling of your content needs to address the problem in the customer’s head a the time they are reading.

Customer’s Problem

AN EXAMPLE OF REAL NEED VS VERBAL NEED Coaching businesses, for example; I helped deliver a study on what coaches did with their clients for $2K a month and they spent a lot of time fixing their psychological problems. One electrical engineer had capped his business at $10M turnover and the coach discovered that they have an issue with money being evil, and rich people being evil. The coach encouraged the ceo to give 10% of gross (!!!) to charity. Within three years the company was turning over $100M.

The issue is that CEO didnt walk in saying can you help me give away my money, or I think rich people are naughty. That CEO came in saying he had problems with marketing.

And you will have this in every business, why people talk to you is different to why people buy from you. Your content needs to have headlines for people to talk to you, the content is what you need to encourage people to buy with.

B2B Buying Journey

For this element it is really important to sell each step independently, the title you use on sites like facebook, twitter and other social sites are about grabbing 10 seconds of attention.

Which might be a great way to sell a trip to australia, but the article about the quokka is not what positions buying the trip.

Same with your product, finding the features, the what are the customer benefits. Now, what are the attention grabbers that hang off those stories? This is why it is important when you are spinning out content from articles and videos that are longer form, and creating the Instagram photos and tweets to find the shinny joke that catches the attention. Context and personalization and micro-targeting are important in this journey.

Software

Some software to manage this journey are

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	Thumbnails	Products	Category	SKU	Price	Quantity	Action
		1ShoppingCart 1ShoppingCart is a shopping cart and eCommerce software featuring integrated eCommerce, email, and online marketing software tools. The platforms is owned and supported by Web.com.	Marketing Software	15219	$1.00	1ShoppingCart quantity	Add to cart
		3dcart 3dcart is a customizable eCommerce platform designed to build an online store. Some features include Level 1 PCI security compliance, the same level used by banks and large financial institutions, along with search engine optimized templates and no transaction fees.	Marketing Software	15220	$1.00	3dcart quantity	Add to cart
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		Acadaca Acadaca is a front-end eCommerce platform with a flexible configuration with drag and drop merchandising.	Marketing Software	15255	$1.00	Acadaca quantity	Add to cart
		Accelevents Accelevents is an event registration, ticketing, and fundraising solution for all types and sizes of events, from the company of the same name in Boston. At basic it supports event ticketing, and it higher tier plans support event messaging, and provides an online giving app.	Marketing Software	16216	$1.00	Accelevents quantity	Add to cart
		Acctivate Acctivate is an inventory management software offering from Alterity, Inc. meant to integrate with QuickBooks, Intacct, and other platforms. It includes features such as barcoding & mobile, kitting & assemblies.	Marketing Software	15810	$1.00	Acctivate quantity	Add to cart
		Accumed EHR Accumedic Computer Systems in New York offers their Accumed EHR for behavioral health practices.	Marketing Software	16051	$1.00	Accumed EHR quantity	Add to cart
		ACES Web Audit Technology ACES Risk Management's (ARMCO) flagship product is ACES (Automated Compliance and Evaluation System) Web Audit Technology which enables full understanding of mortgage loan quality, how to control it and how to convey it. According to the vendor, their web-based solution includes highly customizable…	Marketing Software	15870	$1.00	ACES Web Audit Technology quantity	Add to cart
		Acomba ACCEO Solutions headquartered in Montreal now support the Acomba Accounting Suite, a software suite for SMBs featuring many integratable modules, including Acomba e-commerce, Acomba inventory and stock controls, Acomba orders management, and Acomba payroll module. Acomba is available exclusively for…	Marketing Software	15368	$1.00	Acomba quantity	Add to cart
		Acomba ACCEO Solutions headquartered in Montreal now support the Acomba Accounting Suite, a software suite for SMBs featuring many integratable modules, including Acomba e-commerce, Acomba inventory and stock controls, Acomba orders management, and Acomba payroll module. Acomba is available exclusively for…	Marketing Software	15812	$1.00	Acomba quantity	Add to cart
		Actionstep Actionstep in Richmond offers their flagship legal practice management software as an end-to-end solution, containing both matter management tools and business administration automation, with an internal billing and accounting system.	Marketing Software	15838	$1.00	Actionstep quantity	Add to cart
		ACTouch Technologies Pvt. Ltd. ACTouch is a Cloud-Based ERP Software Designed Specifically For Small Businesses, Providing Inventory Management, Billing & Invoicing, Payment Management, Manufacturing, Online Accounting,Sales and Purchases, Order Management,Budgeting, General Ledger etc.	Marketing Software	15800	$1.00	ACTouch Technologies Pvt. Ltd. quantity	Add to cart
		Acumin Acumin is a legal practice management system focusing on business workflow automation, from Dexco Corporation in Montreal.	Marketing Software	15830	$1.00	Acumin quantity	Add to cart
		Adagio Operational Suite Adagio Operational Suite is an inventory management software offering from Softrak Systems. It includes features such as 6 character part number, user-defined segmentation (maximum 4 segments) to allow powerful reporting, and both standard and user-specified costing.	Marketing Software	15699	$1.00	Adagio Operational Suite quantity	Add to cart
		add*ONE add*ONE is an inventory management software offering from INFORM. It includes features such as self-adapting forecasts and calculation of cost-effective order proposals.	Marketing Software	15724	$1.00	add*ONE quantity	Add to cart
		Aderant Expert Sierra Aderant’s Expert Sierra is a cloud-based legal management software solution designed for mid-sized law firms. This solution includes options for document management and financials. The vendor’s value proposition is that their software-as-a-service solution (SaaS) gives users access to the premier pr…	Marketing Software	15850	$1.00	Aderant Expert Sierra quantity	Add to cart
		Adobe Business Catalyst (Discontinued) Adobe Business Catalyst is an all-in-one cloud-hosted system for building and managing web content and online stores. It has a built-in CRM framework in addition to sales, service, and marketing features including eCommerce and Email Marketing tools. It is scheduled to be shutdown in 2021.	Marketing Software	15203	$1.00	Adobe Business Catalyst (Discontinued) quantity	Add to cart
		AdvancedEHR AdvancedMD in South Jordan offers AdvancedEHR, an EMR / EHR solution providing HIPAA compliant e subscription support, a mobile app with collaboration tools and notepad, patient charting, and patient portal.	Marketing Software	16083	$1.00	AdvancedEHR quantity	Add to cart
		Advancepro Inventory Management Advancepro Inventory Management is an inventory management software offering from AdvancePro. It includes features such as apt cloud hosted service and inventory management.	Marketing Software	15814	$1.00	Advancepro Inventory Management quantity	Add to cart

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When I go to the bank I want my finance taking care of, but i talk to somoone from personal loans and someone from everyday banking and someone from home loans.

As a marketing and sales team inside a company you often inherit a dispersed company that is structured based on the manufacturing and supply of a product. The first job needs to be unifying this structure under customer needs. The customer need needs to structure the KPIs, and then at some point during the org structure, you need to switch to make supplying cost-effective by unifying who is supplying.

So the person who buys the reinsurance cant help the guy who is delivering credit cards in an organisation. So the reality though is where the flip happens and how the KPIS link up so that products can be bundled and delivered together.

Start with the customer mapping using software like

www.custellence.com

www.uxpressia.com

www.smaply.com

Start with mapping out the customer journey. Next part in the series we will take you through how to build a Center of UX Excellence to encourage a unified vision of customer desires.

3 Step Method for Targets

I will show you a simple 3 step method of creating a target for any team to hit and then how to automate it so your team keeps hitting their targets.

Learnings from a Grocery Company

This came from working with a large grocery company, I mapped the following lists of all the data they were working with. It was 30 systems and each system had up to 240 tables they were meant to be monitoring to get across supply, sales, rois, customer insights, and many other areas of the business they were managing.

The problem with this is with meetings and producing reports and managing the people under him, he wasn’t logging in to all the systems and he wasn’t monitoring what his KPIs were.

I delivered a system for him that allowed him to monitor all his KPIS on mobile and get email updates customised for him and his team. A simple system of management to automatically deliver KPIS.

This utopia seems unattainable and always has been at each company I have delivered for but I always deliver the same three steps.

Step One – Map KPIs

Step one map out each of your initial KPIs you measure and create a threshold for what is red, green, and yellow. It clearly marks what you think is an acceptable level for anything, I suggest even putting in things like customer satisfaction and employee satisfaction and use soft numbers like NPS or a simple survey for employee happiness. It is important to keep in mind you will improve. With one insurance company, I started with 20 metrics and within 8 weeks there were 114. The key is to check the data sources and put your metrics in quickly. Causal mapping is a great technique for this, start with what you want to achieve and then map that back to what will cause that. For example, if you want sales, you need proposals, which need meetings, which need calls.

Step Two – Create a Dashboard

Then run that into a dashboard, with each of the metrics. From here you can then create drill-downs that allow each metric to be investigated:

Step Three – Setup Emails

Now you build out the experience by setting up emails of the main dashboard with clickable links:

And ideally you make a searchable main home page or portal.

From here you can start to make a list of all the employees and which metrics they see and receive.

The Result is Metrics to Manage

You then have the metrics about your team you want to measure, they are being emailed daily/weekly/monthly. From here you put in the meetings to check the numbers and a facility for escalating immediate issues. For example, if you have a situation where a red can cause a problem you can create a trigger for an action committee to be brought together around an emergency to start moving to real-time response to problems.

Workflow Management

Once this is in place I suggest you move to workflow management to respond to these KPIs and data points.

You need to apply basic dataops principles to this, build it quick and simple first in excel, and improve with iterations.

Blueprint

If you need a blueprint please reach out and we can run you through the frameworks for how to make this work. Please email us at mc@trackita.com.