The Delusion of Being Digital, at Ontvanger

Deloitte invited a number of clients for a breakfast seminar and the response was enthusiastic. They all said ‘I do’ to a session titled Being Digital.

Most people confuse technology with being digital says Kristjana Thorvalds – yes, originally from Iceland – Senior Manager Deloitte Digital Services, they make an investment in hardware and software and in their perception, they just launched into the digital age, without changing the culture of the company and without considering internal and external customer needs.

That’s where Deloitte naturally comes in with a hand book and guides.

Kristjana reported that during the session, invited guests were quizzed regarding their company’s position on the digital curve: Beginner, Intermediate, Advanced.

Most told the truth and conceded that they were at the foot of the mountain, not looking forward to scaling it, for lack of understanding of the customer dynamics, technology choices, and managerial implications.

I thanked Kristjana for the engaged and engaging time and went to Ontvanger. 

I have recently received the 2014 Heffings and Aanmanings and wanted to check with my friends at the Tax Collector’s officer, if they are out of their mind.

How can you run a country like that?

2014?!

There were 100 people, I counted, waiting in line on a regular Monday, at 3pm, between the reception and the waiting side-room. I took a number.

My turn came fast, after all I fall in the business category, and Emil Boekhoudt, in room 2, is a darling. But he could not do anything for me. I have to submit a BEZWAARBRIEF for each and every amount, and attach bank documents. Every disputed amount must be backed up.

I told Emil I already filed THREE petitions on NOVEMBER 2nd, and never heard anything from my diligent girl Mrs. Geerman. Emil said that by August, for sure, I will have a response — three months, November to February, is simply not enough time.

AND THEN HE DECLARED: We have a new system, and it is very frustrating because if posts everything then we must go in to correct it.

So that’s exactly what happened: Ontvanger invested in technology, and thought it went digital without the understanding of customer dynamics, technology choices, and managerial implications.

It pains me to think that we are 25 years behind the Nordic countries. Kristjana has a good explanation for that. Next time.  

 

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February 06, 2019
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