Organizations must develop innovative digital strategies to align with new business models and identify new opportunities, objectives, and priorities. Organizations must invest in integrated solutions and consider the long-term impact of emerging technology options on interoperability and digitally transformed services (DTS) to take advantage of new business opportunities.
What is DTS?
DTS refers to the transformation of processes, operations, or systems through the incorporation of emerging technologies. This transformation leverages digital technologies to improve customer experiences, increase efficiency, and drive innovation. It is therefore associated with a paradigm shift towards using emerging technologies to improve business, optimize operations, enhance customer experiences, and create innovative business models.
DTS is also seen as an opportunity to develop dynamic capabilities, strategically renew, use a collaborative approach, change organizational culture, enter new markets, and win new customers. Understanding user behavior, preferences, and the cultural changes required for DTS is a challenge. Therefore, organizations must develop new skills, infrastructure, and capabilities to effectively design, develop, and deploy digital service offerings.
These transformed services aim to make services more agile, flexible, efficient, cost-effective and user-friendly. By digitising processes, organisations can streamline services and enable customers to access the information and resources they need. To achieve these goals, DTS requires new ways of working and innovative service delivery models.
Changes in organizational policies are needed to ensure the emergence of digital platforms, infrastructures and technologies. DTS is a comprehensive effort to review business processes and offer products and services beyond traditional digitalization.
In addition, organizational capabilities are needed to manage service delivery processes and value creation. Adopting emerging technologies can be challenging for service organizations, as the scale and scope of changes still need to be clarified. The required digital infrastructures and dynamic market offerings are increasingly accentuating the sociocultural nature of telecom services.
Challenges
While digital transformation can bring numerous benefits to organizations and customers, several gaps still exist, such as addressing digital cultural change, goal-oriented strategic practices, required digital infrastructure, revenue generation approaches, sustaining digital changes, and empowering digital capabilities to successfully implement DTS.
Organizations need to explore DTS objects such as technologies, new business models, workflows, internal processes, and innovative service offerings. Decision makers, service providers, entrepreneurs, managers, technology developers, marketing professionals, consultants, and academics would benefit from this article to formulate and implement strategies for DTS to implement potential ways to leverage value creation opportunities. With the focus on improving user experience and needs, a customer-centric approach is required to develop a DTS roadmap.
Government should establish standards and guidelines that organizations must follow to ensure consistency and interoperability across different systems and services. Regulations related to data privacy, security, accessibility, and other areas should be considered when developing digital transformation strategies. Government can enable digital transformation of services by facilitating an integrated business system for stakeholders to support cooperation.
Organizational changes can also impact the culture and mindset of employees. For example, a shift to a more agile or innovative culture may require changes in the way technology is managed or used. Organizations need to highlight the gaps between existing capabilities and the changes needed to make the new technology vision a reality.
Strong leadership
Organizational changes require strong leadership with a clear vision of how technology can improve service delivery. Technologies and big data can help management design new solutions to management problems. Improving organizational capabilities requires a re-evaluation of the existing workforce, skills, infrastructure, and culture to accommodate digital technologies. Digital technology strategies can be crucial to selecting, adopting, and implementing digital technologies.
DTS requires significant cultural change and organizational resources to drive organizations to adopt digital technologies. Organizations must assess their current technology landscape to identify gaps and opportunities for improvement. This involves forming or reorganizing new teams to ensure alignment with change management, cultural shifts, and digital transformation goals.
Formulating a talent development strategy should take into account the current talent landscape, identify areas where new skills are required, and develop a plan to attract and retain talent. Talent development strategies also take into account how technologies will be managed over time. This includes establishing upgrades, maintenance, and organizational support processes to effectively utilize emerging technologies.
Infrastructure
Digital infrastructure includes networks, servers, storage, data centers, and cloud computing platforms. It facilitates the integration of digital technologies with other systems and platforms, allowing for seamless data exchange and interaction. Innovation can be fostered through the introduction of digital platforms. Digital technologies drive the need for a robust, scalable, and secure digital infrastructure.
Emerging digital technologies such as artificial intelligence, cloud, automation, blockchain, augmented reality, virtual reality, metaverse, and IoT platforms can enhance dynamic capabilities. Digital infrastructure promotes remote work culture, online collaboration, and video conferencing, which can enhance an organization’s workforce capabilities. Digital workforce capabilities can enable collaboration and knowledge sharing, allowing teams to work together efficiently and improve data-driven decision making by enabling organizations to respond to changing customer preferences.
Digital technologies increase real-time customer support, feedback mechanisms, and rapid service delivery, which can improve service flexibility. Digital technologies enable the integration of different services and provide greater flexibility in service delivery. Digital technology expands the scope for new business models, value propositions, and customer experiences for greater service flexibility. Service flexibility requires employees to have a wide range of skills to adapt to changing market dynamics.
By leveraging data analytics capabilities, organizations can gain insights into customer preferences and analyze trends, and develop more personalized and targeted digital service offerings. Innovation in digital services can drive the development of advanced features and functions to increase the value and usability of digital artifacts.
Organizations can increase user engagement to improve their experience with digital services. By enabling rapid prototyping and testing of new digital services, digital artifacts can help organizations iterate and refine their service offerings quickly. Organizations can successfully advance digital transformation by empowering employees, formulating a vision, providing support, and developing strong leadership.
New opportunities
The emergence of digital technologies and infrastructures transforms innovation and new business opportunities significantly. Digital workforce capabilities can drive adoption of digital solutions among end users by promoting digital literacy among customers. The flexibility of service transformation helps achieve DTS as it can increase accessibility, improve responsiveness, and ultimately enhance customer satisfaction with the services offered.
A comprehensive analysis of data transmission systems would benefit from integrating soft technological determinism theory and institutional theory. Soft technological determinism emphasizes the role of technology in driving change, and institutional theory considers how organizations and social norms respond and adapt to technological advances.
The interplay between these theories highlights the complexity of digital transformations and their implications for social and organizational practices. This holistic approach would recognize the role of technology as a driver of change, while also acknowledging the institutional factors that shape the processes, context, and outcomes of digital transformation initiatives. By considering both perspectives, organizations, solution providers, and policymakers can develop effective strategies to address the complexities of digital transformations.
Conclusion
Organizations must implement appropriate IT strategies to account for emerging technologies and leverage faster service delivery, quality, automation, revenue mobilization, and value creation. Policy makers, technology developers, and service providers must focus on DT strategies, organizational changes, digital infrastructure, and implementation of emerging digital technologies as these drive DTS.
Organizations must develop digital workforce capabilities, flexibility in service transformation, digital service innovation, digital competencies, and digital artifacts to drive digitally transformed services in a competitive digital marketplace.
—The author, Dr. Harish Kumar, is Assistant Professor (IT and Systems), in Indian Institute of Management, Kashipur. The views expressed are personal.
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