Conclusion: New digital services introduce new challenges and opportunities to traditional performance measurement. Start with simple, repeatable metrics and recognise the imperfections in the initial stages of implementation. It is more important to capture data consistently and identify trends than it is to achieve precision. As the new services bed down and the organisation matures digitally, more sophisticated measures will emerge.

Measurement alone will not lead to digital success. Reliable data capture and critical analysis will yield valuable insights. Acting on these insights can lead to further investment in digital programs and be used to fine-tune existing digital services.

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Ewan Perrin

About The Advisor

Ewan Perrin

Ewan Perrin was an IBRS advisor from January 2019 - September 2019 who focused on strategy, business alignment, leadership and culture, and risk management. As a CIO and senior IT executive in the Australian government he delivered transformational change, including the Federal government’s first offshore hosted Cloud solution. He chaired the Australian Government CIO Forum, bringing over 50 CIOs together to collaborate on cross-agency and broader industry issues and initiatives. He has established an award-winning program management office, achieving international recognition by the Project Management Institute as an ‘Outstanding PM Organisation’. Prior to joining IBRS, he was an Executive Partner with Gartner based in Singapore, providing mentoring, coaching and strategic advice to CIOs and other IT leaders across Southeast Asia. He has worked extensively with Board and CEOs across many industries on delivery of strategic IT programs, both as an advisor and as a consultant. Ewan is a graduate of the Australian Institute of Company Directors and is a company director in the human services sector.