5. developed individually for each client 6. no response available

No recommendation for action

5. yes, all possibilities exhausted 6. no response available

No recommendation for action

5. yes, implementation in progress 6. no response available

No recommendation for action

5. yes, implementation in progress 6. no response available

No recommendation for action

BELVEDERE – Self Assessment: SERVICES

Subject Area 3: SERVICES

Instructions

Please answer the following questions by clicking on the most appropriate option. Option 1 corresponds to the Newcomer level, option 2 to the Explorer level, option 3 to the Integrator level and option 4 to the Expert level. If you choose option 5, the BELVEDERE project will not be able to give you any further recommendations as you are already very advanced in the process of digital transformation.

Please note: This website does not store any data about you, including your answers. We recommend that you print or save each page of the Readiness Check as soon as you have answered the questions, so that you have them available for future reference. Once you leave this page, all answers will be reset. (Click into the ! icon to hide this note from your printout)

Question 8:
How are your services designed?

1. not customised, no variants available
2. not customised, but variants available

Recommendation: Assess the extent to which you can develop customised services and the value this can add. Consider the needs of the market and of your clients.

3. customised from modules
4. individually configured

Recommendation: Consider the possibility of your services being customised by clients. Consider the impact this will have on the delivery of your services. Can you fully support customised services?

5. developed individually for each client
6. no response available

No recommendation for action

Question 9:
Does your company offer web / data based services as a complement to your services/offerings?

1. no
2. yes, but only a few

Recommendation: There are now a number of well-known examples of internet-based services, such as “Uber” (online car-hire service). Look at examples of such or complementary services and develop your own ideas, e.g. for an internet platform that can open up new business areas. Link this to your digitalisation strategy.

3. yes, several
4. yes, (very) many

Recommendation: Track demand and sales of your (planned) Internet-based services. If necessary, launch a survey among your customers/clients to identify areas for improvement and adjust your services accordingly.

5. yes, all possibilities exhausted
6. no response available

No recommendation for action

Question 10:
Can your customers or clients use digital channels / platforms to customise services (e.g. request consultancy via website, book appointment online)?

1. no, not available
2. customers or clients can select standardised offers via digital channels

Recommendation: Consider the extent to which you want to offer your clients digital options to choose from standardised service offerings, and the value this can add. Consider the needs of the market and your clients.

3. customers or clients can configure services modularly via digital channels
4. customers or clients can compile services individually

Recommendation: Consider the extent to which you want to offer your customers and clients digital options to select and customise specific service offerings, and the value this can add. Consider the needs of the market and your clients.

5. customers or clients can compile services individually and customise them based on data on usage
6. no response available

No recommendation for action

Question 11:
How do you usually communicate with your customers or clients concerning services?

1. analogue (fax, telephone)
2. via individual digital media (e.g. e-mail)

Recommendation: Understand the media preferences of your customers and clients when communicating with you, and offer personalised digital options alongside analogue.

3. via multiple digital media (e.g. e-mail, contact form, FAQs on website)
4. via a variety of digital media (e-mail, form, FAQs, customer portal, customer forum, online platforms, file server access)

Recommendation: Understand the media preferences of your customers and clients when communicating with you, and offer a range of digital and analogue options based on those preferences.

5. integrated client communication platform (if applicable, customised for clients or customers or self-service client portal)
6. no response available

No recommendation for action

Question 12:
Do you use social media (e.g. Facebook, Instagram) and digital channels (e.g. website, online platforms) for corporate communications?

1. no, currently no planning for this
2. no, but planning initiated

Recommendation: Look at similar organisations to yours for inspiration on how to use social media and digital channels to your advantage, and decide what you want to transfer or learn from them.

3. planning completed (social media strategy or digital communication strategy in place)
4. yes, implementation started

Recommendation: Schedule regular audits to collect and evaluate feedback from users of social media or digital channels and consider / implement improvements.

5. yes, implementation in progress
6. no response available

No recommendation for action

Question 13:
Do you use one or more of the following social media and other digital communication channels to attract or retain clients and professionals?
– Facebook
– Twitter or alternatives like Mastodon
– Linkedin, Xing, etc.
– Instagram
– Own website
– Customer reviews on website
– Own career portal
– eProcurement platform
– Local / regional supplier platform

1. no, currently no planning for this
2. no, but planning initiated

Recommendation: Find out which social media and other digital communication channels your contacts use most, and check the conditions under which you could publish your own company profile.

3. planning completed
4. yes, implementation started

Recommendation: Study your ‚competitors‘ and how they present themselves on the respective social media and communication channels, and use this as a basis for developing your own profile to present yourself and your company to the public.

5. yes, implementation in progress
6. no response available

No recommendation for action

Overview page

Don’t forget to print your result before leaving this page

References / Acknowledgements
The BELVEDERE Digital Readiness Check is based on work developed by the Institute for Technology and Work (in German: Institut für Technologie und Arbeit, ITA) as part of its collaboration with the Mittelstand-Digital Zentrum Kaiserslautern (i.e. an initiative that provides guidance to small and medium-sized enterprises and the skilled trades in their digital transformation), funded by the German Federal Ministry of Economic Affairs and Climate Action. Online available at: https://digitalzentrum-kaiserslautern.de/unser-angebot/self-service/readiness-check (last accessed 19 April 2023) in German