17: Critical Success Factors
Keep track of a core set of critical success factors. Other Information:
There is now an increasing body of research which seeks to understand why some ICT‑enabled transformation programs succeed
and why others fail. A number of critical success factors are needed for the delivery processes covered in the patterns above.
Programs and projects which seek to deliver Transformational Government face significant risks to successful delivery. Clarity
and insight into the consequences of transformation are needed. It is unrealistic to expect to get everything right first
time and moving forward will be a process of continuous improvement. Systems are needed which allow the government organization
to understand the current position, to plan, to move quickly, and to learn from experience. These risks are not related to
the technology itself – which is largely mature and proven – but rather to business and cultural changes. Such changes are
needed within government to deliver the business management, customer management and channel management transformations required
as part of a Transformational Government program. A conformant program needs to keep track of a core set of critical success
factors throughout the lifetime of the program. Therefore: Develop then manage and measure a clearly defined set of Critical
Success Factors. Seek regular, independent review of performance against those critical success factors. Have mechanisms in
place to assess risk and handle monitoring, recovery and roll-back. The [TGF Primer] recommends nine core Critical Success
Factors: - Strategic Clarity - Program Leadership - User Focus - Engagement with Stakeholders - Skills - Supplier Partnership
- Future-Proofing - Achievable Delivery and - Benefits realization Benefits Realization is used to measure the level of success
in achieving Critical Success Factors. See “Part II, Component 2: Critical Success Factors” in [TGF Primer] for further details.
Indicator(s):
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