--- title: How to prioritise, action and measure your digital transformation KPIs description: We've got the steps you need to prioritise, action and measure your digital transformation KPIs to improve the development of your project. image: https://www.prodo.com/hubfs/Archive/Imported_Blog_Media/medium-1-1.jpeg --- [![Prodo Logo](https://www.prodo.com/hubfs/Prodo%20Logo.svg) ](https://www.prodo.com) [![CONTACT US](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/25768235/a3a54c3c-fbde-4800-b3a6-63dc106d37ef.png)](https://hubspot-cta-redirect-eu1-prod.s3.amazonaws.com/cta/redirect/25768235/a3a54c3c-fbde-4800-b3a6-63dc106d37ef) ![](https://www.prodo.com/hubfs/Archive/Imported_Blog_Media/medium-1-1.jpeg) 24 / 02 / 2020 # How to prioritise, action and measure your digital transformation KPIs We've got the steps you need to prioritise, action and measure your digital transformation KPIs to improve the development of your project. ![Jacob Howell](https://www.prodo.com/hubfs/Jacob%20I%20suppose-1%20(1).jpg) [ Jacob Howell ](https://www.prodo.com/blog/author/jacob-howell) - [Channel Shift](https://www.prodo.com/blog/tag/channel-shift), [Housing](https://www.prodo.com/blog/tag/housing) - ** Share on LinkedIn - **Tweet - **Share on Facebook - **Share via email Contact us ** ![](https://www.prodo.com/hubfs/Archive/Imported_Blog_Media/dTZJBncKK18NuY2pzq1dvt.jpg)   Developing a digital transformation project can be a daunting prospect – but it doesn’t have to be. While digital transformation affects everything from customer and staff behaviour to business activities, models and ecosystems, it doesn’t mean you’re going to stop all personal interactions – nor is it going to be an immediate, all-encompassing solution to all of your organisational challenges. To help you prioritise, action and measure your [digital transformation](https://www.prodo.com/the-ultimate-guide-to-digital-transformation) KPIs, we’ve broken the steps down into the following areas: 1. **[Mindset](https://www.prodo.com/blog/how-to-prioritise-action-and-measure-your-digital-transformation-project#mindset) ** 2. **[Planning](https://www.prodo.com/blog/how-to-prioritise-action-and-measure-your-digital-transformation-project#planning) ** 3. **[Delivery](https://www.prodo.com/blog/how-to-prioritise-action-and-measure-your-digital-transformation-project#delivery) ** 4. **[Measurement & improvement](https://www.prodo.com/blog/how-to-prioritise-action-and-measure-your-digital-transformation-project#measurment-improvement)** ![How to prioritise, action and measure your digital transformation project](https://www.prodo.com/hs-fs/hubfs/Archive/Imported_Blog_Media/photo-1557425955-df376b5903c8.jpeg?width=600&name=photo-1557425955-df376b5903c8.jpeg)Image source: [Unsplash](http://unsplash.com) The ultimate goal of digital transformation in housing associations is to use digital to dramatically change the organisation for the benefit of stakeholders and tenants alike – providing better customer service and access to information while optimising operations along the way. But all of this good stuff can only happen when organisational vision, customer experience, processes and technology are all aligned.  Across the sector, organisations are at very different stages of the journey and those in charge of implementing the programme are going to need a lot of support to achieve the full transformations. Small steps towards this vision can help, rather than trying to deliver everything in one go.  ![via Giphy](https://www.prodo.com/hs-fs/hubfs/Archive/Imported_Blog_Media/giphy%20(1).gif?width=300&name=giphy%20(1).gif)Time to nail digital transformation Source: [GIPHY](https://giphy.com/)   ## Mindset The mindset of your organisation across the board can have a huge impact on the success of your project. Some of the biggest problems that ultimately block the programme from launching come from taking shortcuts or ignoring the importance of mindset. The first step is about understanding: the current ways of working, the mindset and culture of all those involved – employee, customer, partners. Before reaching an understanding of how processes, relationships and connections can be improved, you must know how they currently function. There may be healthy patterns to retain and enhance, as well as wasteful procedures that can be replaced. And you need to involve everyone – digital transformation doesn’t just come from the IT department, the entire organisation needs to be on the same page.  Many housing associations fear that channel shift means losing human interaction and reducing service provision. You’ll need to reassure employees that channel shift doesn’t stop phone or face-to-face interaction, it simply promotes – where possible – the ability of customers to self-serve and solve common, repeatable queries at any time without the need for a phone call. ## Planning Typically, there are three stages to achieving digital transformation maturity: engaging in digital transformation, executing digital transformation and, finally, achieving digital transformation. Your starting point for building out any digital transformation programme is to assess where your organisation currently sits on the continuum and decide what’s most important to you in terms of objectives and deliverables. To assess your business’s maturity across the elements of digital innovation, you’ll need to consider a number of factors. For example, how digitised are your current services? How much budget and manpower do you have to launch a pilot project? What is your current IT infrastructure? The planning stage is arguably going to take up a big chunk of time – but you don’t want to fall into the trap of planning but never implementing. ### Key steps of planning: - You need to understand your customer’s needs - Define your key goals - Identify the most appropriate initiatives - Crunch the numbers and review your budget - Set ‘soft’ goals (no strict criteria / numerical values – things like ‘building and enhancing relationships with staff’ - Create a basic roadmap ## Delivery You’ve done all the hard work – you’ve got the organisation on board in terms of mindset, understood where your digital status is currently at and developed a comprehensive plan for implementation. Now you just need to get it done. Simple, right? Delivery includes both creative and responsive elements – it isn’t just a rigid roll-out of defined tasks to a fixed timetable. The exact sequencing matters less than ensuring the most important bases are covered. ### Key delivery points to consider: ![digital transformation kpis](https://www.prodo.com/hs-fs/hubfs/Archive/Imported_Blog_Media/photo-1558403121-aa30fd55fdf4.jpeg?width=600&name=photo-1558403121-aa30fd55fdf4.jpeg)Find as many smiley people to be part of your project team as possible! Image source: [Unsplash](http://unsplash.com)   ## Measurement & improvement Each team responsible and accountable for the running of each contact channel needs to be involved in assessing how the project is performing, and your strategy needs a timeline so that you can evaluate its effectiveness. It’s not simply a ‘pass or fail’ test as to whether take-up is high; regular monitoring is a means to an end, with the purpose being ongoing improvement to service. You should build 12-week reviews into long-term digital transformation plans, featuring new and likely future developments as well as reports from the ongoing implementation – including the customer experience. ### Some tools for measurement: Click maps / heat-maps Scroll depth maps Goal tracking Event tracking Traffic analytics Built-in feedback surveys like NPS ![Analytics to measure your digital transformation project](https://www.prodo.com/hs-fs/hubfs/Archive/Imported_Blog_Media/Analytics%20to%20measure%20your%20digital%20transformation%20project.png?width=500&name=Analytics%20to%20measure%20your%20digital%20transformation%20project.png)Image source: [Placeit](http://placeit.net) Finally, as you continue to measure and iterate, look at patterns overall in communication, not just a linear ‘phone-to-web’ channel shift. Your aim is to understand the underlying reasons for preferences in communications channels, so seek to assess quality of life and customer satisfaction as well use of media and efficiency savings. ## Want to know more about these four key stages of implementing a digital transformation programme? We've written a whole book on it! Get your copy of [Shift! Making Channel Shift Happen in Housing](https://www.prodo.com/shift) for free now...  ![Jacob Howell](https://www.prodo.com/hubfs/Jacob%20I%20suppose-1%20(1).jpg) [ Jacob Howell ](https://www.prodo.com/blog/author/jacob-howell) 13 / 02 / 2023 - [Channel Shift](https://www.prodo.com/blog/tag/channel-shift), [Housing](https://www.prodo.com/blog/tag/housing) [ Zack Hodge ](https://www.prodo.com/blog/author/zack-hodge) ## [Insight Paper: Breaking Down Barriers to Digital Inclusion](https://www.prodo.com/blog/insight-paper-breaking-down-barriers-to-digital-inclusion) **Insight Paper: ****Breaking Down Barriers to Digital Inclusion: A Housing Sector** [Find Out More **](https://www.prodo.com/blog/insight-paper-breaking-down-barriers-to-digital-inclusion) 10 / 04 / 2025 - [Channel Shift](https://www.prodo.com/blog/tag/channel-shift), [Prodo Insights](https://www.prodo.com/blog/tag/prodo-insights), [BuildTrust](https://www.prodo.com/blog/tag/buildtrust), [uksocialhousing](https://www.prodo.com/blog/tag/uksocialhousing), [digitalinclusion](https://www.prodo.com/blog/tag/digitalinclusion) ![Jacob Howell](https://www.prodo.com/hubfs/Jacob%20I%20suppose-1%20(1).jpg) [ Jacob Howell ](https://www.prodo.com/blog/author/jacob-howell) ## [Insight Paper: AI, Data & Digital Transformation in Housing](https://www.prodo.com/blog/insight-paper-ai-data-digital-transformation-in-housing) **Insight Paper: AI, Data, and Digital Transformation in Housing** [Find Out More **](https://www.prodo.com/blog/insight-paper-ai-data-digital-transformation-in-housing) 03 / 04 / 2025 - [Channel Shift](https://www.prodo.com/blog/tag/channel-shift), [Prodo Insights](https://www.prodo.com/blog/tag/prodo-insights), [Housing](https://www.prodo.com/blog/tag/housing), [UnlockCapacity](https://www.prodo.com/blog/tag/unlockcapacity), [BuildTrust](https://www.prodo.com/blog/tag/buildtrust) [ Zack Hodge ](https://www.prodo.com/blog/author/zack-hodge) ## [Housing Hive: 8 Month Government Update Assessing Labour’s First Eight Months in Social Housing](https://www.prodo.com/blog/housing-hive-8-month-government-update-assessing-labours-first-eight-months-in-social-housing) **Introduction** [Find Out More **](https://www.prodo.com/blog/housing-hive-8-month-government-update-assessing-labours-first-eight-months-in-social-housing) 06 / 02 / 2025 - [Channel Shift](https://www.prodo.com/blog/tag/channel-shift), [Prodo Insights](https://www.prodo.com/blog/tag/prodo-insights), [Housing](https://www.prodo.com/blog/tag/housing) [![Footer-logo](https://www.prodo.com/hubfs/Footer-logo.svg) ](https://www.prodo.com) [Let's collaborate](https://www.prodo.com/contact) - - - - Back to top - [hello@prodo.com](mailto:hello@prodo.com) - [0844 871 7272](tel:08448717272) - The Stables, Little Heath Rd, Littleton, Chester, CH3 7DW - © 2021 Prodo - [Terms and conditions](https://www.prodo.com/terms-conditions) - [Privacy policy](https://www.prodo.com/privacy-policy) - ![logo-grid](https://www.prodo.com/hs-fs/hubfs/logo-grid.png?width=2000&name=logo-grid.png) ![websights](https://ws.zoominfo.com/pixel/62615c824b53e800128b500d) ![](https://px.ads.linkedin.com/collect/?pid=1039588&fmt=gif) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Jacob Howell", "url" : "https://www.prodo.com/blog/author/jacob-howell" }, "dateModified" : "2023-02-13T13:12:25.623Z", "datePublished" : "2020-02-24T05:00:00.000Z", "headline" : "How to prioritise, action and measure your digital transformation KPIs", "image" : [ "https://www.prodo.com/hubfs/Archive/Imported_Blog_Media/medium-1-1.jpeg" ], "mainEntityOfPage" : { "@id" : "https://www.prodo.com/blog/how-to-prioritise-action-and-measure-your-digital-transformation-project", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.prodo.com/hubfs/prodo-logo-horizontal-dark-RGB.png" }, "name" : "Prodo" } } ``` ```json { "@context" : "https://schema.org", "@id" : "https://www.prodo.com/", "@type" : "LocalBusiness", "address" : { "@type" : "PostalAddress", "addressCountry" : "GB", "addressLocality" : "Chester", "addressRegion" : "Cheshire", "postalCode" : "CH3 7DW", "streetAddress" : "The Stables, Little Heath Road, Littleton" }, "aggregateRating" : { "@type" : "AggregateRating", "ratingValue" : "4.9", "reviewCount" : "11" }, "description" : "We are Prodo, a digital transformation agency based in the North West. 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