> For the complete documentation index, see [llms.txt](https://usdr.gitbook.io/digital-service-toolkit/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://usdr.gitbook.io/digital-service-toolkit/assess-your-readiness/process-for-assessing/digital-service-directive.md). # Digital Service Directive Assess and strengthen the authority, expectations, support, and resources behind your digital services work ## What is a Directive? A directive establishes the purpose and authority behind a digital service team. It may take the form of a charter, mission statement, executive order, legislation, budget provision, or another formal or informal mandate.
Example Digital Service Directive ## City Digital Service Initiative ### **Purpose** The City Manager directs the Department of Innovation and Technology to establish a cross-functional digital service team that improves how residents and employees access and use city services. ### **Initial Focus** The team will begin by identifying and improving one high-impact service that creates significant challenges for residents or staff. It will work with the responsible department to conduct user research, simplify processes, test solutions, and deliver measurable improvements. ### **Authority** **The team is authorized to:** * Work across departments and access relevant service information * Conduct research with residents and city employees * Recommend changes to policies, processes, and technology * Develop and test digital service improvements * Coordinate with legal, procurement, communications, accessibility, and security teams ### **Ownership and Accountability** The Chief Innovation Officer will oversee the initiative and provide quarterly progress updates to the City Manager. The department responsible for each service will remain accountable for its ongoing operation and maintenance. **Funding and Resources** Initial funding will support staffing, research, technology, and implementation for a 12-month pilot. ### **Measures of Success** Success will be measured through: * Service completion rates * Processing times * User satisfaction * Staff workload * Other outcomes appropriate to the selected service #### **Review and Next Steps** At the end of the pilot, the City Manager’s Office will review the results and determine whether to continue, expand, or adjust the initiative.
{% hint style="info" icon="head-side-gear" %} When your organization is ready to give the digital service team a more durable mandate, recurring funding, or formal organizational placement, review [Codifying Your Team](/digital-service-toolkit/launch-your-digital-team/codifying-your-team.md). {% endhint %}
Infographic titled "Digital Service Directive" illustrating how a directive provides the authority for a digital service team. A central document labeled "Directive" is connected to six possible sources: Charter, Mission Statement, Executive Order, Legislation, Budget Provision, and Other Formal or Informal Mandate. An arrow flows from the directive to a diverse digital service team collaborating around a laptop, representing the team operating under the directive's authority. Two callout boxes highlight the directive's purpose: "Provides authority and alignment" and "Guides the work and decisions." The graphic uses a clean blue color palette, minimalist icons, dotted connector lines, and a simple hub-and-spoke layout to show how different forms of organizational authority support digital service work.
### How directives relate to digital maturity A directive can support digital services at any [stage of digital maturity](/digital-service-toolkit/digital-maturity-stages/stages-of-digital-maturity.md). Earlier-stage organizations may begin with an informal mandate or a narrow directive focused on a specific service or pilot. As digital capabilities grow, directives may evolve to establish broader authority, more predictable resources, and clearer governance. {% hint style="info" icon="head-side-gear" %} A formal directive **does not** determine an organization’s digital maturity. What matters is whether its expectations are realistic given the organization’s current capabilities, funding, staffing, and support. {% endhint %} ### What is driving the effort? Digital service team efforts begin in different ways, from an established directive or informal mandate to priorities that are still taking shape. Your role may be to build momentum around an emerging idea or turn a leader’s direction into action. Wherever you are starting, these questions will help you strengthen the authority, expectations, support, and resources behind the effort. ## **Directive: Review or Develop** {% stepper %} {% step %} #### Source and authority * Who is sponsoring or authorizing the effort? * Who is championing the work or investing political capital in its success? * Who will expect updates on progress or outcomes? * Is the directive formal, informal, or still being developed? * If it is still being developed, who has the authority to approve or establish it? {% endstep %} {% step %} #### Expectations and outcomes * What is the team expected to accomplish? * Which office, team, or individual will be accountable for the work? * What outcomes are expected, and how will they be measured? * Are any current practices expected to change or end? * Are important expectations implied but not documented? * If expectations are still being defined, who needs to help shape or approve them? {% endstep %} {% step %} #### Leadership and stakeholder support * Which leaders and stakeholders support the effort? * Who can help remove barriers or secure resources? * Is support concentrated with one leader or shared across the organization? * How could leadership or organizational changes affect that support? * Where is additional support or alignment needed? {% endstep %} {% endstepper %} ## Funding: Review or Plan Funding may already be established as part of the directive, or it may still need to be identified and approved. Review [Digital Service Team Funding](/digital-service-toolkit/digital-service-teams/digital-service-team-models/digital-service-team-funding.md) for additional guidance on funding approaches, common sources, and tradeoffs. {% stepper %} {% step %} #### Funding sources * Where does the funding come from? * Is it assigned to a particular budget, program, or line item? * Can funding be moved or used across departments? * Who controls spending decisions? {% endstep %} {% step %} #### Funding uses and restrictions * What expenses can the funding support, such as salaries, benefits, software, hardware, facilities, or contracts? * Are there restrictions on how or where it can be spent? * How long will the funding remain available? * Will unspent funding expire? * Can the funding be renewed, and what conditions or approvals would apply? {% endstep %} {% endstepper %} ## Assess Whether Capacity Matches Expectations Compare the directive’s expectations with the funding, staffing, skills, organizational support, and time available or reasonably expected. Document any gaps and identify what would be needed to deliver the work successfully. If the effort depends on employees contributing limited time alongside their primary responsibilities, adjust the scope, timeline, or resources accordingly. {% hint style="info" icon="head-side-gear" %} Use these findings to strengthen the directive and set realistic expectations with sponsors and stakeholders before moving forward. {% endhint %}