Technology is an integral part of how non-profit organisations operate, communicate, and deliver their missions. However, the adoption of new technologies isn’t always smooth sailing. Many non-profits face a significant challenge: the digital divide among their stakeholders. This divide can exist between staff members, volunteers, and even beneficiaries, potentially hindering the organisation’s efficiency and impact.
But with the right strategies, your non-profit can bridge this digital divide and ensure that everyone in your organisation can benefit from technological advancements. Let’s dive into some practical approaches to make technology adoption more inclusive and effective.
Understanding the Digital Divide in Non-Profits
First, let’s get clear on what we mean by the “digital divide.” In the context of non-profits, it refers to the gap between those who have the skills and confidence to use digital technologies effectively and those who don’t. This divide can stem from various factors:
- Age differences (e.g., older staff members may be less comfortable with new tech)
- Educational background
- Access to resources (some team members might not have reliable internet at home)
- Prior exposure to technology
The impact of this divide can be significant. It can lead to communication breakdowns, inefficiencies in program delivery, and even frustration among team members. Ultimately, it can hinder your organisation’s ability to fully leverage technology to further its mission.
Surprisingly, one counter-intuitive observation from many years of working with non-profits is that the younger generation, although often extremely proficient with mobile apps, can sometimes struggle with using software on a computer. A clear demonstration of the impact of prior exposure to certain technologies and not others.
Assessing Your Organisation’s Digital Landscape
Before you can bridge the divide, you need to understand where it exists in your organisation. Here’s how to get started:
- Conduct a skills assessment: Create a survey to gauge the technology comfort levels of your staff and volunteers. Ask about their familiarity with different tools
- Hold focus groups: Bring together small groups to discuss technology use in more depth. This can reveal nuances that a survey might miss
- Observe and analyse: Watch how different team members interact with your current technologies. Are there particular tools or processes that seem to cause frustration?
Remember, the goal isn’t to judge or criticise, but to understand where support is needed most.
Developing a Training Strategy
Once you’ve identified the gaps, it’s time to fill them. A clear training strategy is key:
- Create tiered training programs: Not everyone starts at the same level. Offer beginner, intermediate, and advanced tracks for different skills
- Use diverse training methods: People learn differently. Offer a mix of
• In-person workshops for hands-on learners
• Video tutorials for visual learners
• Written guides for those who prefer to read at their own pace
• Peer-to-peer sessions where team members can learn from each other
- Implement ongoing support: Learning doesn’t stop after one training session. Set up a help desk, create an internal knowledge base, or designate “champions” who can provide ongoing assistance
Leveraging User-Friendly and Accessible Technologies
Choosing the right tools can make a big difference in adoption rates:
- Prioritise intuitive interfaces: Look for technologies with clean, straightforward designs. The less cluttered and complicated, the better
- Ensure accessibility: Choose tools that offer features like screen reader compatibility, keyboard navigation, and the ability to adjust text sizes. This isn’t just for those with disabilities – it can make the technology more usable for everyone
- Consider language needs: If your team is multilingual, look for tools that offer multiple language options
Fostering a Culture of Continuous Learning
Creating the right environment is crucial for successful technology adoption:
- Lead by example: Have leadership actively engage with new technologies and share their learning experiences
- Celebrate progress: Recognise and reward team members who make strides in adopting new tools or help others to do so
- Create safe spaces for learning: Host regular “tech playtime” sessions where staff can experiment with new tools without the pressure of immediate productivity
Addressing Infrastructure and Access Issues
Sometimes the divide isn’t just about skills, but access:
- Ensure adequate hardware: If possible, provide necessary devices to team members who need them. It may seem obvious, but no-one will easily learn a new system if their computer is old, slow and frustrating to use
- Consider BYOD policies: If team members prefer to use their own devices, create clear guidelines and support for this approach. Before allowing BYOD within your organisation be sure to consider the impact on cybersecurity, data privacy and ongoing tech support
- Plan for offline capabilities: For field workers or those in areas with limited connectivity, look for tools that can work offline and sync when a connection is available
Tailoring Adoption Strategies for Different Stakeholder Groups
One size doesn’t fit all when it comes to technology adoption:
- For older team members: Connect new technologies to familiar processes. For example, show how a new CRM system is like an advanced version of the contact lists they’ve always used
- For remote or field workers: Focus on mobile-friendly tools and provide extra support for troubleshooting on the go
- For volunteers: Create quick-start guides that get them up and running with essential functions quickly
Measuring and Monitoring Progress
Keep track of how your efforts are paying off:
- Set clear goals: Define what success looks like. Is it 100% of staff being able to use a specific tool? Improved efficiency in certain processes?
- Regularly reassess skills: Conduct follow-up surveys to see how comfort levels have changed
- Gather stories: Collect anecdotes about how improved technology skills have made a difference in day-to-day work
Conclusion
Bridging the digital divide in your non-profit is an ongoing process, but it’s one that can dramatically improve your organisation’s effectiveness and impact. By understanding your team’s needs, providing comprehensive support, choosing the right tools, and fostering a culture of learning, you can ensure that everyone in your organisation can benefit from the power of technology.
Remember, the goal isn’t to turn everyone into tech experts overnight. It’s about ensuring that technology enhances, rather than hinders, your team’s ability to carry out your mission. With patience, persistence, and the right strategies, you can create a more inclusive and technologically empowered non-profit.
With Windows 10 going end-of-life in October 2025, many businesses are already considering their next steps. While your current setup might be working just fine, it’s important to start planning for the future. Let’s explore what the transition to Windows 11 means for your organisation and how to approach it sensibly.
Why Consider Windows 11 Now?
You might be wondering, “If it ain’t broke, why fix it?” It’s a fair question. However, there are a few key reasons to start thinking about retiring older computers in favour of Windows 11.
- Windows 10 End of Support: Microsoft has announced that Windows 10 will reach its end of support on October 14, 2025. After this date, there will be no more security updates or technical support for Windows 10. In addition, many Technology Service Providers (including Grassroots IT) explicitly exclude end-of-life operating systems from support agreements, meaning that any problems that do occur will incur additional fees to resolve.
- Security Considerations: Running an unsupported operating system can expose your business to increased security risks, as Microsoft will no longer release security fixes and updates for issues that are discovered. Cybercriminals often target systems that no longer receive regular security updates.
- Gradual Transition: Starting the transition process early allows for a more measured, less disruptive approach. It gives your team time to adapt gradually rather than rushing at the last minute, and eases strain on cashflow.
What’s New in Windows 11?
While not revolutionary, Windows 11 does offer some improvements. These include a cleaner, more modern interface, improved multitasking capabilities, and new features such as the ability to run Android apps. However, it’s important to acknowledge that these changes may not be significant enough to justify an immediate upgrade for all businesses.
- Enhanced security features
- A more intuitive user interface
- Better support for hybrid work environments
- Improved performance, especially for newer hardware
Planning your Transition
Assess your current setup
Before making any moves, it’s crucial to understand your current IT environment to ensure that there won’t be any nasty surprises along the way, such as important software applications that aren’t compatible with Windows 11. Consider the following:
- Which devices are compatible with Windows 11?
- Are there any critical applications that might have compatibility issues?
- What’s your current Windows 10 version, and how far are you from Windows 11 requirements?
Develop a timeline
With the end-of-support date of October 2025 in mind, create a realistic timeline for your transition. For many organisations the transition to Windows 11 will entail retiring older computers and replacing them with new computers running Windows 11, rather than installing the newer operating system on older, slower hardware.
When developing a timeline consider:
- Budgeting cycles for potential hardware upgrades
- Least disruptive times for your business operations
- Time needed for testing and addressing any compatibility issues
Prepare your team
Change can be challenging, but good communication can ease the process. Educate your team about the benefits of Windows 11 and involve them in the planning process. Address any concerns they may have and provide training on new features and changes to the interface.
- Inform your team about the upcoming changes and why they’re necessary
- Provide resources for self-learning about new features
- Consider offering training sessions closer to the transition date
How to Approach the Transition
- Start with a pilot: Begin by upgrading a small group of users who can provide feedback and help identify any issues. Many organisations will already have at least a handful of Windows 11 computers in place, effectively providing a pilot for the rest of the organisation.
- Address compatibility: Work with your IT team or partner to resolve any software or hardware compatibility challenges. Having people from different departments pilot Windows 11 is a good way to ensure you identify any potential issues well in advance of a full deployment.
- Roll out in phases: Gradually transition different departments or teams to minimize disruption to your operations. For many organisations choosing to progressively replace older computers, this will often span across teams & departments, helping to mitigating any focused disruption.
- Provide support: Ensure your team has access to resources and support during and after the transition. This may take the form of cheat-sheets, self-paced learning or even on-site technical support on the day of transition.
Final Thoughts
While there’s no need to rush into Windows 11 at this stage, it’s wise to start planning your transition strategy now. By taking a proactive approach, you can ensure a smooth upgrade process and avoid the security risks of running an unsupported operating system.
Remember, every organisation’s needs are unique. If you’re unsure about how to approach this transition or have concerns about compatibility with your current systems, don’t hesitate to reach out to Grassroots IT for assistance. We can provide tailored advice and support to ensure your transition is as smooth and beneficial as possible.
Stay proactive, stay secure, and let’s navigate this transition together.
Developing an IT Hardware Refresh Strategy
Technology plays a pivotal role in driving success for organisations. However, managing technological change while maintaining IT systems can present a significant challenge for businesses.
An essential aspect of IT infrastructure management is formulating a strategy to replace outdated hardware before it becomes obsolete or unsupported. Adopting this proactive stance helps keep your systems current, secure, and able to meet your business requirements.
Developing an effective hardware refresh plan is crucial. Let’s explore key strategies to build a refresh plan that will help keep your business moving forward.
Why Hardware Refresh Planning Matters
Imagine these scenarios:
- An employee’s computer breaks down, and replacement parts are unavailable due to its age.
- A critical software application becomes unworkable on your old PCs because they cannot support the latest updates.
Without proper planning, these situations can lead to:
- Expensive downtime
- Decreased productivity
- Serious security risks
- Compliance issues (e.g., with standards like Essential 8)
By proactively planning your hardware refreshes, you can mitigate these risks and ensure your team always has the tools they need to work efficiently and securely
Key Strategies for Building Your Refresh Plan
Developing a robust IT hardware refresh strategy requires a systematic approach that aligns with your business objectives and operational needs.
The following strategies are designed to ensure your technology remains up to date, while also enhancing performance and security throughout your organisation. An effective hardware refresh strategy will consider the following approaches:
- Replace machines through natural attrition: Gradually replace old machines as they fail or become unusable. This approach spreads out the cost of new hardware over time. Collaborate with your IT support team to define the “expiration date” for devices based on factors like warranty status, supportability, and compatibility with essential software.
- Conduct periodic refresh projects: For larger organisations, implementing a comprehensive hardware refresh every few years is a strategic move. By replacing a sizeable number of machines simultaneously, you can leverage better pricing from vendors and achieve economies of scale. It is essential to budget for these substantial capital expenses in advance.
This approach involves scheduling the replacement of a specified number of computers at regular intervals, such as every 36 months. This not only helps manage capital expenditures more effectively but also ensures that your technology remains current, reducing the risk of outdated and problematic equipment.
- Assess compatibility proactively: Regularly assess the compatibility of your hardware with new software and operating systems. This proactive approach ensures smooth transitions and avoids disruptions, rather than waiting until an operating system is obsolete to think about upgrading.
- Consider leasing options: Overcome upfront cost barriers by leasing equipment on a regular refresh cycle. Many leasing companies offer easy trade-in programs and support to help manage the refresh process.
The key is to work closely with your IT collaborators to weigh the pros and cons of each approach and build a strategy customised to your business needs and budget. By investing the time upfront to create a proactive IT plan, you will be able to provide your team with the up-to-date, secure, and reliable computing equipment they need – without breaking the bank. This creates a win-win scenario for businesses aiming to future-proof their company’s technological foundation.
Leveraging Technology Lifecycle Management
An effective IT hardware strategy requires keeping a detailed hardware register. This register should track the following data:
- IT equipment, including acquisition dates
- Warranty expirations
- Service records
- Performance issues.
By diligently cataloguing all equipment, the hardware register serves as an invaluable log, facilitating informed decision-making regarding replacements and upgrades.
Adopting a proactive strategy for maintaining a hardware register offers several benefits:
- Anticipate IT support needs and budget allocations
- Prevent equipment oversights and potential liabilities
- Identify opportunities for bulk upgrades or better supplier negotiations
- Ensure compatibility and minimize operational disruptions
Related: The Hidden Costs of Aging Technology Infrastructure
Next Steps:
Effective IT hardware lifecycle management is essential for businesses striving to stay competitive and secure in today’s digital landscape. By adopting a strategic approach that includes maintaining a detailed hardware register, utilizing management tools and applications, and considering flexible procurement options like leasing, companies can optimize their IT infrastructure, reduce financial burdens, and remain adaptable to changing demands.
This proactive strategy not only enhances operational efficiency but also strengthens overall business resilience. By anticipating needs, planning for upgrades, and staying ahead of end-of-life cycles, organisations can transform IT from a potential liability into a powerful asset for business success.
- Audit your current hardware inventory
- Assess your business needs and growth projections
- Consult with IT professionals to develop a tailored refresh strategy
- Implement a system for ongoing hardware tracking and management
A robust lifecycle management strategy fosters improvement and innovation, positioning your business to thrive in today’s competitive environment. Contact our team today to learn how we can help you devise and implement an IT hardware refresh strategy.
At the heart of every successful enterprise lies the customer journey, and to genuinely boost customer engagement, it’s essential to identify and address pain points to make this journey as seamless as possible. This process requires a deep understanding of the customer journey and an ability to anticipate potential bottlenecks.
The strategic application of technology in this process is crucial for delivering exceptional customer experiences. By optimising business operations and facilitating seamless interactions, the right technology can give your business a substantial competitive edge.
Opportunities for Improvement
There are numerous pathways for businesses to enrich customer interactions, two of which have become particularly attractive due to recent advances, namely Artificial Intelligence (AI) and Business Process Automation (BPA).
Improving the Customer Experience with AI
AI is a game-changing technology that can help businesses tackle various customer experience challenges. It enables personalised messaging, intelligent decision-making in real-time, and predictive analytics for anticipating customer needs.
Some key opportunities include:
- Enhanced Customer Service: AI-driven chatbots and virtual assistants can provide 24/7 customer support, answering inquiries and resolving issues promptly without the need for constant human intervention. This not only improves customer satisfaction but also allows businesses to scale their customer service operations efficiently.
- Improved Decision Making: By leveraging AI for data analysis, businesses can gain deeper insights into customer behaviour, market trends, and operational performance. These insights enable more informed decision making, helping companies to strategise more effectively and anticipate market shifts.
- Increased Productivity: AI can automate routine tasks, from scheduling to inventory management, freeing up human resources for more complex and creative tasks. This automation leads to significant improvements in customer interactions and productivity.
- Personalised Customer Experiences: AI technology can analyse individual customer data to deliver personalised recommendations, offers, and content. This personalisation enhances the customer experience, it also fosters loyalty and increases engagement.
Improving the Customer Experience with BPA
BPA involves automating business processes to streamline operations, reduce errors and improve efficiency. It is a valuable tool for businesses looking to enhance the customer experience by improving internal processes.
Some key opportunities include:
- Faster Response Times: BPA can automate workflows and eliminate bottlenecks, leading to faster response times and improved customer satisfaction. For instance, automated order processing systems can significantly reduce the time it takes for customers to receive their orders.
- Consistent Service Delivery: By automating routine tasks, BPA ensures consistency in service delivery. Customers can expect the same level of service quality every time they interact with a business, leading to increased trust and satisfaction.
- Reduced Costs: BPA eliminates the need for manual labour in certain processes, reducing costs associated with human error and increasing operational efficiency. This cost-saving can be passed down to customers through better pricing or improved services.
Real-World Examples
Case Study: Automated User Creation
To streamline the experience for their internal clients, the IT team at a large non-profit organisation leveraged SharePoint, Power Automate and Entra ID to automate the creation of user accounts for new employees.
This solution not only reduced the time required to provision a new user it also improved the quality and consistency of the end-result, reducing the number of follow-up interactions required for the new employee to be fully provisioned.
Case Study: Customer Service Chatbot
During the Covid-19 Pandemic, many companies’ customer contact centres faced overwhelming challenges due to shutdowns and resource constraints.
To address this, a Financial Firm worked with a Microsoft engineer to implement Azure Bot Service, hosted on a customer – facing website. These bots were designed to handle routine inquiries and processes, thereby freeing call centre capacity. By automating self-service interactions, contact centres could refocus staff on more complex enquiries, improving overall efficiency and customer experience.
Case Study: Project Reporting & Bid Tracking
An engineering firm specialising in large-scale infrastructure projects faced several challenges related to project management and their legacy project management platform. Existing spreadsheet-based processes were no longer able to cope with the complexity and volume of client projects.
To tackle these challenges, the Grassroots IT team leveraged the Microsoft Power Platform to provide users with enhanced functionality around project reporting and bid tracking. This strategic application of Business Process Automation streamlined project management and improved communication channels, resulting in reduced project delays and increased client satisfaction.
Evaluating Customer Experience Opportunities
When evaluating and implementing new technologies within a business setting it is critical to ensure that investments enhance capabilities and align with long-term goals. Our tip: This should involve a multi-step approach, starting with three important tasks:
- An in-depth evaluation of existing processes and technology, mapped against the customer journey.
- Identify key processes and areas along the customer journey for improving the customer experience.
- Carefully select technologies that offer the most significant potential for impact.
Below are key considerations and steps organisations should undertake in this process:
- Identify Customer Pain Points and Opportunities:Start by pinpointing the aspects of your business that could benefit most from technological improvements. This might include streamlining manual processes through automation or enhancing customer touchpoints.
- Research and Compare Solutions: Conduct thorough research on potential technology solutions that address customer needs. Compare features, costs, and user reviews to find the best fit for enhancing the customer journey.
- Consider Scalability and Integration:Choose technologies that can grow with your business and integrate seamlessly with existing customer systems and processes, ensuring a smooth experience as your business expands.
- Involve Key Stakeholders:Engage key stakeholders, including employees and customers, in the evaluation process. Gather feedback to understand their needs, address concerns, and ensure the chosen technologies enhance the customer journey.
- Provide Training and Support: Offer comprehensive training and ongoing support to employees to ensure they are proficient with the new technologies. This minimises disruptions and maximises the benefits, leading to a superior customer experience.
Related: The Benefits of Automating Business Processes (and how to spot opportunities)
Conclusion
Advancements in technology such as AI and BPA offer numerous opportunities to enhance the customer experience. From automating routine tasks to providing personalised recommendations, these technologies can significantly improve efficiency, reduce costs, and foster loyalty among customers.
However, it is crucial for organisations to carefully evaluate and select the right technologies that align with their long-term goals and provide adequate training and support for employees to fully utilise them. By implementing these technologies effectively, businesses can not only improve the customer experience but also gain a competitive advantage.
Grassroots IT offer a range of services to improve business operations to fortify the customer journey. Contact our friendly team today to talk about your IT strategy and improved customer interactions.
As business leaders, it is easy to get caught up in our day-to-day operations while overlooking the bigger technology picture. However, relying on outdated hardware and software can lead to unforeseen expenses that affect profits, productivity, and reputation.
Effective management of technology lifecycles is important to minimise risks and support growth. Regularly evaluating your existing IT infrastructure in line with your IT investment and broader strategy is essential.
Additionally, understanding the need to craft a persuasive business rationale for technology investment is important for future prosperity. Effectively communicating the advantages, making precise forecasts on returns, and rallying support for essential upgrades to your technological framework are key steps toward unincumbered growth.
Aging Tech Risks: The Dangers of Falling Behind
Using outdated systems puts your business at a disadvantage compared to competitors and exposes it to risks. The primary dangers associated with sticking to aging IT infrastructure range from heightened vulnerability to cyber-attacks and system failures, reduced efficiency, and diminished customer satisfaction.
Recognising these obstacles is the first initial step toward driving your business forward with effective solutions. Let us clarify these inefficiencies in more detail:
- Decreased Productivity: Older devices and software often run slower and are more prone to crashes, resulting in frustrating delays and lost productivity for your employees.
- Security Vulnerabilities: Aging technology may no longer receive crucial security updates, leaving your systems vulnerable to cyber threats, data breaches, and potential legal and financial consequences.
- Limited Functionality: Outdated software may not be compatible with updated file formats or integrate with current systems, hindering collaboration and limiting your team’s ability to leverage the latest tools and features.
- Higher Maintenance Costs: As hardware and software age, they require frequent repairs and maintenance, leading to increased IT support costs and potential downtime.
A Real-World Example
During a recent meeting with our client, an early childhood provider, we observed that many of its devices were aging and out of warranty. Some of these devices date back to 2016 models, which means they no longer meet the minimum requirements for upgrading to the next Windows operating system. The technology has also become unfit for the school’s current working strategy.
This situation highlights the importance of proactively managing technology lifecycles to prevent potential disruptions and increased costs. The current plan is to shift to a more agile tech format that is less resource-intensive for the school’s IT needs.
Technology Lifecycle Management Essentials
Effective technology lifecycle management is crucial for maintaining a competitive edge and achieving operational efficiency. By managing the lifecycle of your technology assets—from procurement to retirement—you ensure that your business remains agile, secure, and ahead of the curve.
Below are IT strategies for lifecycle management that not only mitigate risks but also optimise your technology investments for sustained growth and innovation.
- Plan for Regular Upgrades: Develop a technology roadmap that includes regular hardware and software upgrades to ensure your systems remain up-to-date, secure, and capable of supporting your business needs.
- Allocate Funds for Upgrades: Include technology upgrades in your annual budget to avoid unexpected expenses and ensure you have the necessary funds to replace or improve your IT infrastructure before it becomes a critical issue.
- Conduct Regular IT Infrastructure Assessments: Regularly review your existing technology to identify devices and software approaching end-of-life, evaluate their performance and security, and prioritise areas for improvement.
Executing tangible lifecycle strategies will allow businesses to significantly mitigate the adverse effects of aging technology. This focused approach reduces security risks and operational inefficiencies, fostering a culture of continuous improvement and innovation.
Related: The Importance of having a Technology Roadmap for Your Business
Building a Business Case for Technology Investment
Crafting a compelling business case for technology investment is vital to ensure your company’s ongoing success. It is important to clearly articulate the benefits, accurately predict the returns, and garner support for the necessary updates to your IT infrastructure. Below are key factors and actions to advocate for technology upgrades to senior management:
- Highlight Immediate and Long-Term Benefits: Begin by outlining how the investment will address current pain points, such as reducing operational costs or enhancing security. Additionally, emphasise the longer-term advantages, including improved efficiency, scalability, and competitiveness.
- Provide a Detailed Cost-Benefit Analysis: Demonstrating the financial impact is crucial. Offer a detailed analysis that compares the costs of upgrading versus the costs of maintaining current systems, including the potential for increased revenue or cost savings.
- Showcase Success Stories: Providing examples of successful technology investments, either from within your organisation or from industry peers, can help build confidence in the proposed upgrades. Highlight the challenges they faced, the solutions they implemented, and the benefits they reaped.
- Highlight Risks of Inaction: Clearly articulate the risks and potential costs of not investing in new technology, such as system failures, security breaches, and falling behind competitors.
By focusing on these areas, you will be better positioned to secure the necessary backing required for your technology investments. This, in turn, will enable you to make well-informed decisions that contribute to future growth and resilience.
Prioritise your IT Infrastructure
Neglecting your business’s technology infrastructure can have far-reaching consequences that impact your bottom line.
By recognising the risks of aging hardware and software, prioritising lifecycle management, and building a strong business case for important upgrades, you can proactively address potential issues and ensure your technology supports your business’s success.
Do not wait until outdated systems cause major disruptions – act today to assess your IT infrastructure and invest in the technology your business needs to thrive.
Technology plays a crucial role in the success of any organisation. However, many businesses struggle with the implementation of an effective and ongoing technology strategy. The solution? A comprehensive technology roadmap!
But why is a roadmap so vital? A technology roadmap is the link between your IT strategy and the successful execution of that strategy. It’s where the rubber hits the road with practical, prioritised actions to bring your strategy to life. A technology roadmap is essential for businesses aiming to thrive and grow. By remaining competitive, fostering productivity, and ensuring robust support for future endeavours, a well-crafted roadmap paves the way for success.
Why You Need a Technology Roadmap
It’s important to understand the tangible benefits a technology roadmap brings to an organisation. A well-crafted roadmap not only guides a company through its current technology landscape but also steers it towards future growth and innovation. In the following section, we’ll explore the significant advantages of developing and maintaining a technology roadmap for your business.
- Alignment with Business Objectives: A technology roadmap ensures that your IT investments and initiatives are proactively aligned with your overall business strategy and goals.
- Improved Budgeting and Resource Allocation: By planning ahead, you can allocate your budget and resources more effectively, avoiding unexpected costs and ensuring that you have the necessary funds for critical projects.
- Enhanced Efficiency and Productivity: A well-planned technology roadmap helps you streamline your processes, automate tasks, and improve collaboration among team members, ultimately boosting efficiency and productivity.
- Cybersecurity and Risk Management: In today’s technology landscape early detection of cyber threats is crucial. A data breach incident risks suspending your daily business operations and can cost your business large amounts of money. A technology roadmap allows you to identify potential risks and vulnerabilities in your IT infrastructure and implement measures to mitigate them, safeguarding your business against potential cyber threats.
- Competitive Advantage: By staying up to date with the latest technology trends and implementing them strategically, you can gain a competitive edge in your industry. An example of this is how AI technology can transform your business productivity overnight.
Key Components of an Effective Technology Roadmap
A technology roadmap is a strategic plan that outlines how technology will be applied to support and enhance your business strategy over a specific period. It serves as a planning tool to communicate a clear IT strategy throughout your organisation. Some crucial components in the development of your roadmap include:
- Assessment of Current Technology: Start by evaluating your current technology estate, identifying any gaps or areas for improvement. This assessment should outline the following:
- Evaluation of Technologies in Use: Scrutinise the effectiveness and efficiency of each technology component in fulfilling its designated role within the business ecosystem.
- Technology Outlook: Developing a nuanced understanding of your current technology landscape is pivotal for identifying potential gaps, areas for enhancement, and opportunities for innovation.
- Alignment with Business Goals: The starting point for any technology roadmap must be the business’s goals and objectives. Whether it’s improving customer experience, increasing operational efficiency, or expanding into new markets, the roadmap should clearly illustrate how technology will help achieve these goals.
- Prioritisation of Projects: Firstly, prioritise your technology initiatives based on their impact on your business, urgency, and feasibility.
- Timeline and Milestones: An effective technology roadmap will provide a timeline that outlines when each technology initiative will begin and end. This helps businesses allocate resources efficiently and ensures that technology initiatives are aligned with business objectives in a timely manner.
- Budget and Resource Allocation: Implementing new technology can be resource intensive. A technology roadmap should include a detailed budget that covers the costs associated with each initiative, including hardware and software expenses, training costs, and additional staffing needs. It should also outline how resources will be allocated to ensure the successful execution of each technology initiative.
- Ongoing Monitoring and Adjustment: Regularly monitor your progress and make adjustments as needed to ensure that you stay on track and adapt to any changes in your business environment.
By incorporating these key components into your technology roadmap, your business can ensure that its technology investments are strategic, targeted, and aligned with long-term business goals.
Tips for Working with Trusted IT Partners To Develop Your Roadmap
When developing a technology roadmap in collaboration with IT partners, it’s essential to ensure a smooth and effective planning process. Here are some tips for working alongside your IT partners to craft an effective technology roadmap:
- Choose the Right Partner: Select an IT provider that has experience working with businesses like yours at a strategic level. It’s important for them to understand your industry’s unique challenges and opportunities. At the very least they should be willing to learn about your industry.
- Communicate Your Business Goals Clearly: Start by clearly outlining your business goals and objectives to your IT partners. This ensures that the technology solutions proposed are in line with your business’s strategic direction.
- Engage in Collaborative Planning: Involve your IT partners in the planning process from the outset. Their expertise can provide valuable insights into the latest technology trends that could benefit your business and help identify potential challenges early on.
- Set Realistic Expectations: Technology projects often encounter unforeseen challenges. Work with your IT partners to set realistic timelines and budget expectations for each initiative within the roadmap.
- Foster Open Communication: Maintain open lines of communication with your IT partner, regularly sharing updates and feedback to ensure that everyone is on the same page. Your IT partner should be willing to listen to your pain points and suggest helpful pathways to improve your IT strategy and productivity.
- Prioritise Flexibility: Technology and business needs change rapidly. Ensure your technology roadmap has the flexibility to adapt to new trends and business objectives as they arise.
- Be Open to Recommendations: Your IT partner brings valuable expertise and insights to the table. Be open to their recommendations and advice when making decisions about your technology roadmap.
- Focus on Security and Compliance: Ensure that your IT partners understand the importance of security and compliance within your industry. Incorporating these considerations from the start can prevent costly adjustments later on.
- Review and Update Regularly: Technology roadmaps are not static documents. Regular reviews with your IT partners will help you adjust your roadmap as needed, ensuring it continues to align with your business goals and the technological landscape.
By following these tips, businesses can effectively collaborate with IT partners to develop an effective strategy that not only meets their current technology needs but also positions them for future growth and innovation!
How Your Business Can Benefit From a Strategic Technology Roadmap
Having a well-defined technology roadmap is essential for any business looking to stay competitive and achieve its goals. By aligning your technology initiatives with your business objectives, prioritising projects, and working closely with a trusted IT partner, you can develop a roadmap that supports long-term success. Additionally, it will also optimise your:
- budget and resource allocation
- enhance operational efficiency and productivity
- cybersecurity & risk management
Remember to regularly review and update your plan to ensure that you stay on track and adapt to any changes in your industry or business environment. Lastly, effective collaboration with IT partners during the development of this roadmap ensures that technology initiatives remain relevant and adaptable.
These initiatives should meet current needs while also being flexible enough to accommodate future shifts. Ultimately, a technology roadmap serves as an invaluable tool for businesses seeking to fully harness technology’s potential to drive growth, innovation, and long-term success! Contact our friendly team today to discover how we can help you devise and implement a robust roadmap for your business.
At Grassroots IT our mission is to help our clients drive meaningful change through the effective, strategic use of technology. A key part of this is understanding our client’s IT budgets and helping them to get the most bang for their buck while avoiding some common IT investment mistakes.
IT may be an essential and unavoidable cost of doing business, but with appropriate planning, your IT budget can help drive your business forward rather than simply maintaining the status quo. To achieve this however appropriate thought and planning must be devoted to IT investment decisions so as to avoid these common mistakes.
Failing to align IT investments with business goals
One of the biggest mistakes that we see organisations make is investing in IT solutions without proper consideration of how those investments align with their business goals. The role of IT in any organisation is to support the overall business strategy, and with a limited IT budget, every dollar must be spent to directly impact that result in a positive way.
A clearly articulated IT Strategy aligned with the overall business goals and financial strategy is a must-have for any organisation and will help to ensure that all IT investments are made with a clear understanding of how they will contribute to achieving the desired business outcomes.
Some potential areas of IT spending that tend to align strongly with business outcomes can include:
- IT Support – to ensure that systems are running well, and help is on hand when required.
- Cybersecurity – to protect the organisation from damaging data loss.
- Staff training – to optimise staff satisfaction & productivity.
- Process Automation – to increase productivity & improve customer service.
Related: Three Crucial Elements for your IT Strategy
Neglecting change management
Another mistake that we see is failing to implement proper change management processes when adopting new technology. For IT investments to be successful, employees need to understand why the investment is being made and how it will benefit them. This requires clear communication and training, as well as providing appropriate support during the transition.
Too many organisations will implement new technology without properly preparing their staff, leading to resistance and low adoption rates. This can result in wasted investment, lost productivity and a lack of return on the IT spend.
How do you avoid this mistake? Adopt a mindset of taking your team on the journey with you. Explain why the new technology is being implemented, consult with key stakeholders when designing the solution, and provide staff with training and support on the new system so that they can become comfortable and productive as quickly as possible. The more buy-in employees have along the way, the more likely the IT investment will be successful.
Overlooking new ways of working
With change comes opportunity, yet too many organisations fail to see the potential of new technologies and ways of working, even after implementation! It’s not uncommon for an organisation to adopt a new technology without fully reviewing its work practices to take the best advantage of the new platform. Although this may feel safe and comfortable, it risks leaving significant value on the table.
One common example that we see is organisations that adopt the Microsoft 365 platform yet continue to use apps such as Zoom and Dropbox despite these same features being not only available but better integrated within Microsoft 365. Through a simple process of training staff on these Microsoft 365 features and updating business processes, not only would the business save money on app subscriptions, but users would have a more streamlined and productive experience.
So how do you avoid this mistake? Regularly review your work processes and practices after implementing a new technology. See how you can streamline workflows and improve efficiency by utilizing the full capabilities of the new platform. This may also involve training staff on these new features so that they are aware of all the tools at their disposal and can help identify opportunities for new and improved ways of working.
Conclusion
Every organisation invests in its IT systems, but not all organisations focus on maximising the ROI of that IT investment. By avoiding these common IT investment mistakes, you can be confident that your IT budget will deliver maximum bang-for-buck.
If you would like to speak with us about maximising the ROI of your IT budget, contact us today.
Defining your IT strategy is a powerful step towards success, yet alarmingly we still find organisations that don’t take the time to clarify what they expect or require from IT. At its simplest your IT strategy is a statement of how you intend to use IT to support your over-arching business goals. You don’t have unlimited resources to spend on IT, so your IT strategy is there to clarify where you will focus your efforts, and equally as important where you will not.
In our work with clients formulating and executing on their IT strategies we often see clear trends emerging over time in response to the ever-changing IT landscape. Of course, every company will have their own unique IT strategy, but common patterns can emerge.
As we work with our clients in preparation for the year ahead, we are seeing the following three themes appearing with consistency.
Related: Why aligning your IT strategy with business goals is critical for success
User Experience
In response to the pandemic the world of work has changed significantly, also significantly shifting how people relate to their employment, the environments they work in, and the tools that they are expected to use. Simply put, user experience has become a critical element in every IT strategy.
But what does this mean for your organisation? It means that employees are expecting easy-to-use, efficient and user-friendly technology solutions that allow them to do their job effectively from any location. This includes everything from remote working tools to cloud-based collaboration platforms, all accessible as easily from their smartphone as their home office.
They are also expecting to have fingertip access to the information and expertise that they need, with top-tier training and support services available when required.
So, as you plan your IT strategy for 2024, make sure that user experience is at the forefront of your decision making and investment plans. Put yourself in the shoes of your employees and consider their daily tasks and interactions with technology – are they seamless, intuitive and empowering? If not, it’s time to make some changes.
Cybersecurity
As technology continues to evolve and become increasingly intertwined with our daily lives, the risk of cyber-attacks and data breaches has also risen exponentially. Cybersecurity is no longer just a concern for IT departments but should be a top priority for every organisation’s IT strategy, with direct board-level oversight.
A strong cybersecurity plan should include regular security audits, employee training on identifying and handling potential threats, as well as implementing the latest security software and protocols. Importantly in the post-pandemic world, your cybersecurity plan must also consider new ways of working. With many staff now working from home, old ways of securing your organisation may no longer be as effective.
Cybersecurity not a one-and-done task, but an ongoing process that must be continuously monitored and updated to stay ahead of potential threats. Make sure that your IT strategy reflects this and allocate appropriate resources to keep your organisation’s data safe and secure.
AI & Automation
2023 was the year that artificial intelligence hit the mainstream, with the release of ChatGPT throwing the floodgates open. The new-found accessibility of AI is emerging as an inflection point on the longer-term trend of business process automation, with the combination of the two promising significant opportunities.
AI and automation can streamline processes, improve efficiency, and reduce costs in almost every area of your organisation – from customer service to HR to supply chain management. It can also provide valuable insights and data analysis that humans may miss. As the technology continues to advance, it will only become more powerful and integrated with our daily lives.
It’s no longer a question of if but when AI and automation will become an integral part of every IT strategy. So, in the year ahead, make sure that you’re keeping up with the latest developments and considering how it can enhance your organisation’s operations and drive growth.
Conclusion
As we move towards 2024, it’s clear that user experience, cybersecurity and AI/Automation will continue to be pivotal elements of every IT strategy. Organisations must prioritize these areas to stay competitive and meet the evolving needs of their employees and customers. With a strong focus on these essential components, your IT strategy can serve as a roadmap for success in the ever-changing digital landscape.
Keep in mind, however, that these are just three of many elements to consider when crafting your IT strategy. As technology continues to advance, new challenges and opportunities will arise, requiring organisations to stay agile and adaptable.
Grassroots IT has many years of experience working with clients to formulate IT strategies that align with business goals and lead to tangible results. If you would like to talk about your IT strategy, contact us today.
Key Signs You Need a New Managed Service Provider
Change can be hard, especially when it comes time to move on from a relationship that no longer serves your needs. Change can be even harder when that relationship is with your IT partner or Managed Service Provider. With IT at the heart of modern business, you need a strong relationship with the right MSP. With a robust partnership with your Managed Service Provider (MSP) can enhance efficiency, improve security, reduce costs, and most importantly, ensure your business stays ahead in today’s rapidly evolving technology landscape.
Of course, what this means will be different for each of us and may change over time, but the important thing is to recognise if your existing MSP relationship is no longer working for you, and when it’s time to move on. Over the years at Grassroots IT, we’ve helped numerous companies move on from their incumbent IT partner once they realised that they deserved more from the relationship, so we have a pretty good idea of what the most common areas are where MSP’s fail to perform.
Have you lost confidence in your Managed Service Provider?
The number one sign that it’s time to find a new MSP is that you have lost confidence in them. This may sound obvious, but sometimes the hard part can be recognising the situation for what it is.
So how do you recognise when you’ve lost confidence in your MSP? Here are some common behaviours that may indicate it’s time to rethink your IT relationship.
- You dread having to call them for anything.
- Issues are never resolved properly the first time.
- You always want a second opinion on their advice.
- Reported issues disappear into a black hole.
If these statements resonate with you, it’s crucial to address the situation and seek change. Remember, you deserve an MSP that instils confidence, provides effective solutions, and whose advice you can trust.
Do issues never seem to be solved properly?
Another important sign that your relationship with your Managed Service Provider isn’t working is when you consistently experience recurring issues that never seem to be resolved correctly. No matter how many times you report the issue it’s always treated as if it’s the first time it’s happened, or if it is acknowledged as recurring, a proper root-cause analysis and resolution never seems to be a priority.
These technical glitches keep resurfacing time and again, causing disruptions to your business operations and leading to unnecessary stress and frustration. This persistent problem can not only indicate a lack of expertise or commitment on the part of your MSP but also highlights the urgent need to consider partnering with a more capable and reliable MSP who can provide the necessary support and solutions to address your unique business needs effectively.
Making the switch to an MSP that is dedicated to delivering top-notch services and expertise can help ensure that your technology infrastructure runs smoothly, enabling you to focus on growing your business without unnecessary hindrances.
Is your MSP helping to move you forward?
A significant red flag to watch for is if your MSP lacks a proactive, forward-thinking approach. The technology landscape is continually evolving, and your MSP should not only be keeping up with the pace but also staying one step ahead. They need to be actively speaking to you about potential weaknesses and risks in your IT infrastructure and suggesting improvements and updates to optimise your systems.
An MSP should not merely be reactive, responding only when issues arise. Instead, they should be consistently strategising and planning for the future, ensuring your business is equipped with the most up-to-date and efficient technology solutions. If your MSP is failing to communicate and engage with you in planning and updating your IT systems proactively, it might be time to consider a transition.
Your business deserves a partner who values progression and innovation, effectively guiding you through the ever-changing maze of technology to enhance your operational efficiency and growth.
Do you struggle with their poor communication?
The relationship between you and your MSP is a crucial one. But if communication or responsiveness is lacking, this can derail the success of your IT partnership. You should expect timely responses from your MSP at every step along the way and a reliable cadence of proactive communication, such as quarterly reviews. If they fall short in this area, it could be an indication that their service standards are not meeting your expectations, indicating that it’s time to consider making a switch.
When looking for an MSP with whom you can build a strong and mutually beneficial relationship, search for someone who prioritizes communication and values customer service. Look for an MSP that is easy to talk to, responsive when you reach out to them, clearly communicates how they plan to address any issues, and keeps you in the loop throughout the process.
Do your MSP’s values align with yours?
The right MSP should be a good fit for your company culture. You and your MSP must share similar values and beliefs, as this will ensure that you feel comfortable working with each other and can collaborate effectively.
At Grassroots IT our core values are fundamental to how we do business, influencing everything from how we select our team members to which clients we choose to work with.
When you find the right MSP, it can be an incredibly rewarding relationship that helps to propel your business forward. So, make sure you take the time to do your research and find someone who understands your goals and values, applies their expertise in a way that aligns with your vision and expectations.
When to Consider Switching Your Managed Service Provider
Selecting the right Managed Service Provider is a crucial decision that significantly influences your business’ growth and success. It’s essential to recognise the red flags when they arise and make the necessary changes to ensure that your IT partnership is solid, effective, and forward-thinking.
Consider the points highlighted above and evaluate whether your current MSP relationship is empowering or hindering your business. Remember, you deserve an MSP that is not just a service provider, but a partner who understands your business, aligns with your culture, and is dedicated to helping you navigate through the technology landscape.
Recognise when it’s time to switch and take the step, even if it seems daunting. The right MSP can truly transform your business, and the journey towards that beneficial relationship is worth the effort.
When it comes to measuring the effectiveness of IT support, many senior business leaders find themselves drowning in a sea of data, with no clear understanding of which metrics really matter. In this blog post, we’ll be taking a closer look at three key metrics that every business leader should be paying attention to when it comes to measuring IT support performance and optimising the effectiveness of IT within their organisation.
Customer Satisfaction
Customer satisfaction (CSAT) is a direct measure of how satisfied your end users are with their experience of your IT support services. CSAT feedback is usually captured through a simple online survey directly from the end user on completion of each interaction, with results presented as a percentage score. If you’ve ever clicked on a red or green smiley face icon in a support email, then you’re familiar with a CSAT survey.
The end user experience (and therefore CSAT) can be impacted by many factors, such as how easy it was to engage with IT support, how quickly and effectively the issue was resolved, and how friendly and supportive the IT support person was in their communication. Many of these metrics can be tracked individually, but arguably are most useful when considered in combination through the resulting metric of CSAT.
Why is CSAT important?
Customer satisfaction is a metric that speaks to the quality of the IT support service being delivered. Whether you have an in-house IT support team, work with an external IT support partner, or some combination of the two, ensuring that the service being delivered is of the highest quality should be a core KPI of business leadership.
Issue Categories
All IT support issues should be logged as tickets, and all tickets should be categorised in a number of different ways. A common approach to categorising support tickets is to use the industry standard ITIL guidelines, meaning a ticket may be categorised using one or more of the following:
- Priority – Often a numerical scale from 1 to 4, where 1 is urgent.
- Type – Often using categories such as “Incident”, “Request” and “Problem”.
- Sub-type – Next layer categories such as “Hardware”, “Software” and “Accounts”.
Irrespective of what labels and values are used to categorise IT support issues, all issues must be categorised consistently to not only guide response efforts, but to allow for later reporting and analysis.
Why are Issue Categories important?
Issue categories provide an extremely important feedback loop to management on what is working well within the organisation and what needs attention. For example, an analysis of all urgent “Priority 1” issues may identify a particular piece of networking equipment that is repeatedly failing and causing significant disruption to business operations. By identifying this, management can choose to replace the faulty equipment, thus saving the business from further expensive downtime.
Another example may involve the discovery that there is a particularly high number of “Incident” style issues related to a particular software application. Further investigation may identify a misconfiguration within the software, or perhaps a lack of knowledge amongst staff of how to use the software, leading to errors. In either case an opportunity has been identified to remove a problem and improve productivity.
Stale Issues
Stale issues are issues that are not resolved within a reasonable timeframe. What constitutes a “reasonable” timeframe will differ from one organisation to the next, however a good starting point may be to use the average resolution time across all similar issues. The specific timeframe used is less important than the intent of the exercise, which is to draw attention to issues that, for whatever reason, are not progressing to resolution as would normally be expected.
Common causes of stale issues can include:
- Insufficient IT support capacity or knowledge to resolve issues in a timely manner.
- An end-user not engaging with IT support attempts to resolve their issue.
- An external vendor not responding to IT support escalations in a timely manner.
- A resolution requiring significant change or investment from the business.
Why are Stale Issues important?
Stale issues indicate a bottleneck, or even a complete blockage in the normal IT support process. The bottleneck may be temporary, or it may be more systemic, but in either case the usual processes are not functioning as normal, and an opportunity may exist for management to step in to either help clear a temporary blockage, or to explore opportunities to remove systemic issues.
Conclusion
Monitoring key IT support metrics is vital to maintaining service quality and driving the effectiveness of IT within the organisation. The challenge can be separating the signal from the noise, identifying those metrics that actually matter, and not becoming distracted or overwhelmed by everything else. By focussing on these three IT support metrics, you will have a clear line of sight on service quality and opportunities for business improvement.
