Digital policies

Digital Policies │Good Governance

Comprehensiveness of framework of policies regarding digital service provision and usage.

What does good look like? Our guide to creating digital standards and improving your skills, capacity and capabilities.

ICT Support

  • There should be an ICT Service Desk or Managed Service Provider for users to request assistance. Requests should be resolved in priority order with 80% cleared within 24 hours. The service should be measured through KPIs and satisfaction surveys.
  • Business systems such as HR, Finance and CRM should have assigned owners (system administrators, product owners) who manage the processes and systems (not ICT).



  • The ITIL approach provides guidance to organisations and individuals on how to use IT as a tool to facilitate business change, transformation, and growth. This should include aspects such as service availability, accessibility, and user experience.
  • New releases of software and improvements should be planned, tested, controlled, communicated, and deployed. Risks should be managed through a backout plan and disruption to business is minimised.


User Policies

  • An Acceptable Use Policy should define what is considered acceptable and unacceptable use of the organisation’s digital resources by employees, residents, and other users.
  • Starters and leavers should be managed in partnership with HR and should only have access to systems whilst under and employment / services contract. Equipment should be allocated according to role profiles.
  • A Social Media policy should provide guidelines for the use of social media by the organisation and its employees, including personal use and official use for communication and marketing.
  • A Bring Your Own Device (BYOD) policy should outline the rules and requirements for device security, data privacy, and acceptable use.
  • A Digital Skills and Knowledge policy should detail how the organisation provides training and raises awareness about important aspects of digital service provision.



The Marzipan Way is a framework for managing digital transformation in social housing. One page, one section or the whole set of standards, there is something to learn for everyone.

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