Choosing the Right Technology: Leveraging Six Sigma process for Analysis of Alternatives Unlocked the Path to Innovation
CX Studios Touch
How a Leading Military Organization Uncovered the Full Scope of Its Digital Transformation Through an AoA Process, Engaging 500+ Stakeholders Across Every Branch of the Military to Prioritize 300+ Requirements for Modernizing Websites and Digital Services.
Executive Summary
The leading military organization of the United States needed to comply with the 2018 IDEA Act, which required modernizing their websites and digital services, especially to meet ADA compliance. What began as a perceived technology upgrade expanded into a more complex transformation, as the AoA process revealed an interconnected ecosystem of people, processes, and CX architecture. Using a Six Sigma-based AoA approach, we conducted interviews with stakeholders, defining and prioritizing over 300+ requirements to manage 5,000+ websites and enable seamless site launches. By blending military expectations with a comprehensive evaluation of potential CMS solutions, we prioritized requirements and recommended a pilot phase to validate the chosen solution.
Client Background
The client’s stated purpose was to digitally transform their CMS and cloud environment into a federated manner supporting 1000’s of responsive websites with high standards, quality, and scalability, allowing for an increase in efficiency, security, and a financial chargeback modeling delivering at minimum a breakeven posture.
The IDEA Act of 2018 stands for the 21st Century Integrated Digital Experience Act (IDEA). It was signed into law in December 2018 and aims to improve the digital services provided by federal agencies, making them more accessible, user-friendly, and compliant with modern technology standards. This new act had significant influence into the requirements for their new content management solution.
Let Our Work Do the Talking
Results and Impact
500
Stakeholder Interviews
3 Platforms
Analyzed
Project Timeline
Foundation for Innovation
The AoA provided not only a roadmap for digital transformation but also far-reaching impacts on the organization’s strategy, operations, and reputation. It established a foundation for continuous innovation, ensured compliance with the IDEA Act and ADA, and positioned the organization to manage thousands of websites within a scalable and secure ecosystem.
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