Organisations need secure, well-maintained, well-integrated, user-friendly tools and systems.

Good technology improves performance, efficiency and internal and external user experience. It generates better reports, gathers more meaningful insights about supporters and delivers higher quality, personalised content to the right people, in the right format, at the right time.

Organisations can select, develop, maintain and connect a suite of the best technology for the job, so it fulfils the needs of the organisation.

All platforms hold data so it’s essential that they are connected. That way an organisation can learn and make decisions based on the analysis of that data. For example, dashboards can show the performance against top organisational KPIs on a day-to-day basis. That enables the organisation to respond to issues as soon as they are identified. This will potentially significantly improve results or reduce the scale of negative impact.

But technology itself cannot resolve cultural or ways of working issues. Installing a new project management software will not improve project management in the organisation. Similarly, the acceptance of a new software will not happen without the staff engagement process which explains why change is needed, what are the benefits and consults stakeholders on how to implement that software.

Introducing new systems and technology doesn’t have to mean throwing out everything old and starting afresh.

Technology-driven change should lead to more efficient ways of working. Reducing the time it takes to upload data to a supporter database allows more time to communicate with those supporters.

Risk management and compliance processes have an effect on the way technology is commissioned and used. These processes are important, but they shouldn’t paralyse organisations so that they can’t use the best tools.

Things to think about

  • Are systems enabling a single supporter view?
  • Can your organisation easily create reports which give practical insights to help make decisions?
  • Are there areas of operations which could be made more efficient, e.g. through automation?
  • Are internal stakeholders and staff engaged in the technology implementation decisions?

Technology: five levels of maturity

1. Primitive

Systems are limited in scope and aren’t integrated. They may be insecure.

2. Outdated

Systems aren’t keeping up with the needs of the organisation.

3. Keeping up

Systems are stable and enable basic operations.

4. Effective

Tools and systems are delivering regular improvements in effectiveness.

5. Leading edge

Interconnected tools and systems provide a smooth, effective internal and external user experience.

Average score

Overall, for this competency, organisations average out at level 3.

Scores by year

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

  • 2020 62% 62%
  • 2019 60% 60%
  • 2018 58% 58%
  • 2017 60% 60%
  • 2016 58% 58%