Representing and validating digital business processes
This article presents the findings of a research project to develop such a framework: the digital maturity model for telecommunications service providers.The model aims to offer a structured view of digital transformation that is specific to the context and challenges of the telecommunications industry and that can be used as a standard to help communications service providers benchmark themselves against peers or themselves as they advance their transformation.For this study, a panel of 10 experts was formed, including a mix of authorities that came from communications service providers, academia, and the industry analyst and consultant communities. The Dephi method The Model The outcomes of the Delphi study included: Figure 4.The completed digital maturity model for telecommunications service providers showing a hypothetical organization's maturity levels for each of the seven dimensions The dimensions aim to cover the vital areas of the business that are impacted and in turn impact digital transformation.
The objective was to go beyond a plain low–medium–high notion and create a maturity scale that was more nuanced (reflecting the actual challenge) and industry-specific – one that had high granularity without becoming too complex.
Thus, the transformation is disruptive; it affects not only customer relationships, but internal processes and value propositions as well (Westerman et al., 2011).
A number of factors are identified as key drivers for digital transformation, including: Two examples help illustrate this transition: AT&T in the United States and Rogers in Canada.
Such transformations go deep into every aspect of the businesses and operating models of communications service providers, yet there is a lack of tools and guidelines to help operators negotiate such change.
Indeed, several researchers (e.g., Friedrich et al., 2015; Kuebel et al., 2014; Ovum, 2014) have shown that communications service providers are already committed and are taking steps towards digital transformation, but lack a clear path or guide.