Jess Howe and Katie Mitchell Jess Howe, Katie Mitchell,
Automation Consulting Managers
NHS Shared Business Services Automation Consulting, NHS Shared Business Services

In today’s rapidly evolving technological landscape, the journey of digital transformation is more complex and dynamic than ever before. In this pre-recorded webinar, “Navigating Your Digital Transformation Journey,” we explore how individuals and organisations can effectively manage their unique paths through this transformation without the pressure of being at a specific point on the technology curve.

The webinar challenges the notion that there is a “right” place to be in the tech shift, highlighting how, 25 years ago, few could have predicted the advancements we see today—let alone envision where we will be in the next 25 years. Through real-world examples and practical insights, we will illustrate that while you don’t have to be on the cutting edge of every new technology, it is crucial to embrace change, adapt, and find the right balance that fits your goals and resources.

Digital Transformation: A journey through time

From healthcare to finance, from retail to education, digital transformation is revolutionising how we do business and live our lives. No two companies or individuals are in the same place on this journey—and that’s completely okay!

The Early Days: A Journey Through the Decades

Think back to the 90s, the dawn of the internet era. Digital transformation looked very different. Companies raced to get online, scrambled to build websites and digitise paper-based processes. Then, technology was a tool, not a strategy – it supported the business but didn’t drive it.

Early 2000s, we began to see the rise of automation systems like Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) platforms. Companies started leveraging data. Technology was still in the background, enhancing business operations without fundamentally changing them.

Then came the next wave—mobile, cloud computing, big data, and artificial intelligence (AI). Suddenly, businesses had to rethink their entire approach. Look at how Netflix took down Blockbuster or how Uber turned the cab industry upside down. Technology became a disruptor, not just a support system.

The Next Frontier: More Than Just Tools

Today, we’re in a completely new phase of digital transformation. It’s no longer enough to add a few digital tools to streamline operations. It’s about aligning digital strategy with business goals to drive transformation at every level.

In our work with the NHS, for example, we’re aligning digital capabilities with healthcare objectives. This means integrating systems to, for instance reduce waiting times, minimise appointment no-shows, and streamline patient journeys. By doing this, we improve both the efficiency of healthcare delivery and the patient experience.

Digital transformation isn’t just about technology; it’s about enhancing the overall experience, whether it’s in healthcare or any other sector.

The Myth of a Linear Path: A Unique Journey for Each Organisation

One common misconception is that digital transformation follows a clear, linear path. In reality it’s dynamic, varied, moving at different speeds for different organisations. Some are embracing cutting-edge AI and machine learning, others are still working on adopting cloud technology—and that’s perfectly fine.

And at an individual level, it’s the same. Some people are digital natives, ready to dive into the latest technology. Others take their time, needing more support and training to adapt to new processes. The key is ensuring everyone feels empowered, no matter where they are in their digital journey.

Variations can be striking, even in the same sector. In the NHS, we’ve worked with trusts that have fully transitioned to digital patient management systems, while others still rely on paper-based scheduling and manual records. These differences illustrate just how personal and unique each digital transformation journey is.

Overcoming Challenges: Legacy Systems and Resistance to Change

One of the biggest hurdles in digital transformation is dealing with legacy systems. Many organisations, including NHS trusts, are working with outdated but deeply embedded technologies that are challenging to replace. For example, integrating a modern electronic health record (EHR) system with an aging Patient Administration System (PAS) can lead to inefficiencies and fragmented workflows.

To manage this, we advocate for a phased rollout approach. Start with small pilot projects to test the waters then, make adjustments before full-scale implementation. Partnering with vendors who provide strong integration support, like NHS Shared Business Services, can also make this transition smoother.

Another significant challenge is resistance to change. It’s human nature to be wary of the unknown, like when digital tools disrupt familiar workflows. We’ve seen this resistance when introducing Robotic Process Automation (RPA), for example. People often fear bots will replace their jobs. But in reality, RPA is designed to do the mundane tasks like data entry, freeing employees to focus on more meaningful work. From HR to rosters through to payments and more, bots can be deployed to reduce resources and on repetitive and time-consuming processes.

Empowering People Through Upskilling

Addressing skill gaps is another essential component of digital transformation. New technologies demand new skills. So, it’s vital to invest in upskilling and reskilling programmes.

In one healthcare organisation, we identified the tech-savvy team members, trained them up ahead of rollout to become “champions” of new technologies. They then mentored their colleagues, helping the entire team become proficient in the new tools.

In our day-to-day work, we see how crucial it is to empower people during digital transformation. When employees feel involved and supported, they are more likely to embrace change, making the process smoother and more successful.

The Power of People in Digital Transformation

At the heart of digital transformation isn’t just technology—it’s people. Whether it’s ensuring the seamless integration of new systems or helping employees navigate changes, the success of any transformation lies in the human element. When done right, digital transformation doesn’t replace jobs; it transforms them, making work more meaningful and rewarding for everyone involved.

Our award-winning consultancy team offers objective advice, consultancy and implements tailored automation strategies to streamline operations, enhance performance and provide cost efficiencies. To find out more please contact us at: sbs.hello@nhs.net

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