Falkirk Community Trust (FCT) are a young organisation spun out of Falkirk Council. FCT was created as a charity to deliver community services to the 126k+ residents of the Falkirk Council area. Launching in 2013, FCT inherited all of the council technologies and infrastructure. Three years on they are faced with a rapidly developing technology environment and high user expectations, which are hampered by systems that were not deployed to deliver the level and type of customer interactions that FCT’s community demand.

12

QUALITATIVE workshops & interviews

5 new

CORE workstreams identified

300 +

PAGES of insights and actions delivered

A multi-faceted organisation

The FCT business model covers both commercial and charitable works. Their customers range dramatically from families and young people to the elderly, library users, sports enthusiasts, theatre-goers and tourists, including those attending the world famous Kelpies. They offer upwards of 10 core service offerings to this hugely diverse consumer base.

The challenge

After Digital was appointed to review FCT’s future needs, current capabilities and the skills and legacy systems that they had in place. From here, we developed a roadmap for their transformation over a defined period of time with all required actions and outcomes clearly signposted and analysed with cost, risk and reward for the organisation.

FCT Digital Transformation Workshop

“After Digital worked with our team to develop a digital roadmap for the Trust, providing a 360 review of our current website and social media platforms, and presenting recommendations for development in the future.

 

“We found working with AD to be a really positive experience – the team were great at what they did as well as being generally all round nice people to work with!”

Laura Whyte, Marketing Manager,
Falkirk Community Trust

Discovery & Analysis

Combining a tried and tested mix of qualitative and quantitative research, we worked with FCT to establish their ‘what is’ situation, blockers and aspirations. Our expert strategic consultants held six interactive workshops with FCT staff and stakeholders, covering everything from organisational structure and skills, to marketing and communications functions and operational processes. This was followed up with six in-depth one-to-one interviews across key senior staff members and their three core technology suppliers. We then went on to create, distribute and collate surveys to all staff members across all services. This research was complemented with a series of audits, thorough desk research and skills analysis.

The Kelpies

An actionable Roadmap, backed by a clear Business Case

Our consulting team drew up a clear Business Case from all of our research to support the implementation of our recommendations in the Roadmap. The Roadmap outlined the coming 24 months for the FCT, with 12 detailed Appendices covering everything from the workshop minutes, the technical website audit, social media audits and user persona profiling information as mapped out in the discovery phase. Timeboxed and scoped activities have enabled FCT to begin to action the next stages of their digital transformation, considering everything from their people, culture and skills through to their systems and infrastructure.

“The sessions we had with the After Digital team were engaging, enjoyable and inspirational – we came away from each meeting really excited about making some major changes to complement our business needs.

 

“The reports AD provided were really comprehensive, as were the recommendations they made for us, and allowed us to translate this into a strong action plan and direction for the organisation’s digital needs going forward.”

Laura Whyte, Marketing Manager,
Falkirk Community Trust