Creation and maintenance of knowledge databases, the first condition for successful digitization of services
Digital transformation is not swapping paper for a screen, but a change of culture and the way services are delivered. The key is value for the user, underpinned by data, processes, and knowledge. Only verified knowledge – not technology itself – delivers lasting efficiency. We often mistake it for simple digitization: we replace a typewriter with a computer and paper with a PDF. Real change, however, means a different way of working and communicating, as with the rise of apps that changed how we order taxis – it’s not about the ride, but about a new culture of service delivery. Success depends on aligning an organization’s capabilities with market expectations and the actual abilities of users. Technology matters, but value is created by a well-designed process.Digital transformation is a cultural change
