Digital technology can improve collaboration, knowledge-sharing and administration, which allows organisations to deliver their mission. Strong internal systems are especially important when staff work across different locations.

Digital tools can help improve documentation, for example, making sure organisational charts are up-to-date. By using accessible project management tools, everyone can find out what’s happening and what’s coming next.

With new powerful tools and AI, many tasks can be simplified and done more quickly, cutting down on repetitive tasks and enabling staff to focus on more complex ones.

When new systems are introduced , this needs to be done in collaboration with staff. Staff are users too and their experience matters.

However, technology systems cannot resolve culture or mindset issues. Just because you have a new project management software, it doesn’t mean that a lack of accountability or transparency on projects will get resolved.

Things to think about

  • When new internal systems are introduced, is there a strong change management process and training to help staff use them?
  • Are your internal systems as user-friendly as those you use in your private life?
  • Do you have manual internal processes for activities which could be automated/done using AI technology?
  • How easy is it for you, your colleagues or your volunteers to use internal systems for simple admin tasks (eg book annual leave or claim expenses)?

Internal systems: five levels of maturity

1. Inefficient

Some systems have been digitised but we still have inefficient systems as automation has not been utilised.

2. Inconsistent

Some excellent digital tools are available but their take-up has been patchy due to the lack of staff engagement.


Good digital tools are available, with onboarding and support on request.

4. Effective

There is an investment in digital tools that improve the working lives of staff who are engaged in the design of technology and processes.

5. Efficient

A comprehensive suite of connected digital tools, co-designed with affected staff is widely used. Automation/AI significantly reduces repetitive tasks.

Average score

Overall, for this competency, organisations average out at level 2.9.

Scores by year

These graphs show the average scores for this competency over the last few years, expressed as a percentage.

  • 2020 58% 58%
  • 2019 60% 60%
  • 2018 60% 60%
  • 2017 48% 48%