Improving the ICT service: Developing user capability

Produced by: Socitm Insight

Type: Reports

This report, the fifth in the series on improving the ICT service, describes the five critical elements for developing capability.

For an ICT unit to be successful it must anticipate the future needs of the organisation and influence the way that it achieves its broad aims and objectives. That means engaging with its leadership. We look at what is involved in supporting the organisation in the way that it exploits the potential of technology.

Strategic understanding

We provide a brief overview of some important concepts about the development of strategy taken from the strategy planning guide Planning for ICT (Socitm Insight).

Organisational culture

In order to support fully the organisation's strategy, the ICT function has to understand organisational attitudes about ICT before it can proceed to play a positive part in the organisational politics. This covers both the management style of the ICT function and top team's view of ICT.

Methods

We look at a range of approaches to strategy formulation to provide advice about  the options that are available and to guide future choice about the way in which we tackle strategy.

Constructive engagement

It is vitally important to engage with the top policy makers, heads of service and other stakeholders. However, not everyone is interested in ICT, nor recognises its strategic importance. How do we capture their contribution? We discuss the issues and offer two practical examples, one from Bridgend CBC and the other from Flintshire CC. 

Conclusions

We summarise by suggesting five critical actions to improve the ways in which your ICT service functions in order that it influences the achievement of the organisation's broad aims and objectives.

Last modified: 19th January 2010