Assessing Key Aspects of Organizations

Organizations are increasingly complicated and technology has both made organizations better and created obstacles at the same time. While most organizations have (successfully) deployed many types of information and communication technologies in the past five decades, this half century has been far from a complete success.
Assessing capabilities, opportunities and challenges within the organization can help the organization increase knowledge about where it stands, which areas to target with policies and strategies, and benchmark itself to others. Our research has shown 5 areas are of key importance for organizations in the digital era. The framework below shows these elements.

These five elements are the key ingredients of successful organizational (digital) strategies. We often assess one or multiple of these elements in our work.


This includes the structure of the organization (its vertical separation in groups and horizontal separation in layers). We work with methods such as org chart assessments and organizational network analysis to understand formal and informal structures. The second component consists of the processes in the organization and levels of integration.


This includes the role of technology and amount of technological legacy in the organization. Legacy is creating complex challenges for organizations, existing technologies often don’t meet current or future needs, and new technologies should fit the organization and its employees. We assess existing technology infrastructures, needs and capabilities and fit for new tech.


The role of talent and people is often neglected in organizations. However, talent management is increasingly challenging. Not only are professional demands changing rapidly, but so do the needs and behaviors of the workforce. Furthermore, resistance to change and rejection of technology of cause technology projects to fail. We help our clients understand the capabilities of their current workforce, needs for the future and technology readiness of the people in the organization.

Services & channel management

Service delivery is where the organization meets its customers. Technology has created many new service channels that allow for new ways to deliver services and/or interact with customers. However, customer needs, behaviors and digital skills have created fragmentation. Furthermore, managing all channels in an effective multi-channel or omni-channel strategy is becoming increasingly complicated. One of our specialties is customer and channel research that can help create robust strategies.


Data cuts across the entire organization and is an element that is becoming increasingly important. While the hype around ‘big data’ has waned, the role of data is still gaining prominence and for good reasons. Technology has enabled and facilitated the creating, storage and analysis of data that can be used to improve key aspects of the organization. However, most governmental and public-sector agencies are not very data-driven and lack data analytics capabilities. We help organizations discover what they have, and can and cannot do with the data they have.

Examples of the types of services we frequently provide to our clients are the following:

Policy and strategy evaluations | Learning from the past

Evaluating what the organization has done in the past up to the present is a great way to discover capabilities and shortcomings. We provide a neutral assessment of what the organization does well and where it can improve.


Applied Research | Understanding behaviors of employees and customers

We conduct research with and for our clients in which we focus on attitudes, intentions, and behaviors of customers and/or employee, for example focused on understanding channel behaviors, service evaluation and/or adoption of tools.


Gaining deeper knowledge | Network analysis, customer journeys, and advanced analytics

Beyond traditional research methods, we frequently deploy more custom and cutting-edge research approaches that can help the organization gain deeper knowledge in specific areas. Examples are organizational network analysis to understand communication and collaboration patterns, as well as customer journey mapping to assess process flow and client interactions. Lastly we often deploy advanced analytics, such as language processing, machine learning and predictive modeling in specific areas.

Contact us to learn more about what we do and how we help our clients.