Sector-Wide Digital Channel Strategy
A central government agency, working on behalf of a multi-agency sector, sought to develop a coordinated digital channel strategy to support delivery of a broader system wide digital strategy. A critical challenge was to align multiple organisations around a shared, customer centred approach.
Our Approach
Maven developed the digital channel strategy, starting with a comprehensive current state assessment, including documentation review, agency interviews and sector research. We established fit for purpose governance arrangements and facilitated cross agency engagement to shift thinking toward a customer centred model, enabling a shared understanding of customer needs and digital touchpoints across the sector.
Outcome
The sector gained a clear foundation for a coordinated digital channel strategy, strengthened governance for ongoing development, and a shared commitment to customer centric decision making. The work enabled greater alignment across agencies and provided a platform for delivering consistent, joined up digital experiences focused on outcomes.
