Stage 4: maintain
This module helps agency leaders measure, monitor and optimise implemented solutions. We explore the importance of ongoing validation and reassessment of automation for reliability, safety, and fairness.
Monitoring and performance correction
Deployed automation solutions require ongoing monitoring and measurement. In Stage 4: maintain, your teams continually evaluate the impact of automation on your organisation’s KPIs. Monitoring also ensures alignment with strategic goals and verifies the safety, security and trustworthiness of an implemented solution.
The primary objective of Stage 4: maintain, is to continuously monitor a solution’s performance. Monitor its ethical and legal compliance, apply necessary fixes including AI modules retraining and data refining. Assess its business impact against desired outcomes and identify areas for optimisation and expansion.
Before introducing automation, teams must establish efficient measurement mechanisms. Robust pre-implementation measurement provides a baseline for comparison, offering insights into existing inefficiencies, performance variances, and areas for improvement.
After implementation, continuous monitoring, validation, and revaluation of the solutions ensures the solutions meet business expectations and allows for adjustments. Your automation team should implement version control and change management best practices to manage, and update implemented solutions and AI model versions. Refer to the table below to learn the main KPIs measured post-automation implementation. The matrix below aligns KPIs to business outcomes for a governmental organisation.13,27,28
Align business outcomes and key KPIs
| Outcomes | Strategic KPIs | Operational KPIs |
|---|---|---|
| Business impact |
Improvement to:
Reduction to:
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Improvement to:
Reduction to:
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| Staff impact |
Improvement to:
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Improvement to:
Reduction to:
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| Community impact |
Improvement to:
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Improvement to:
Reduction to:
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