Process to Scale EDIH Service Delivery and an Example of a Client Pathway

The knowledge, experience, and skillsets required to provide valuable help and direction to both SMEs and PSOs exist in abundance across the ENTIRE EDIH. Located in the southern region of Ireland, the consortium members are experts in Artificial Intelligence, Cyber Security, Internet of Things, and improving organizations' digital capabilities.

However, the EDIH model for delivering services to clients is a relatively new initiative. Its benefits, in terms of connecting companies and organizations with experts in digital areas, are clear and well understood. In fact, the model's attractiveness for assisting SMEs and PSOs has resulted in clients across the EU eagerly engaging with the hubs.

This success has also brought challenges to the EDIHs, particularly in scaling their ability to efficiently deliver high-demand services. With multiple stakeholders involved and the need for accurate administration and reporting, a comprehensive process for scaling up service delivery is crucial.

The first step in defining a comprehensive process to deliver a set of services, is to identify who the key stakeholders are and their requirements:  

• The service provider (Walton Institute): Making adequate resources available to engage with clients: 

  • Track project progress and deliver services 

  • Maintain and plan a pipeline of services  

• The ENTIRE consortium lead (Tyndall): Ensuring that all required documentation is uploaded to the appropriate share areas to meet reporting and auditing requirements. 

  • Form 1a/b’s 

  • Service Agreements 

  • KPI’s 

• The national funder (Enterprise Ireland): As a Seal of Excellence hub we are funded by national resources. As the administrator and provider of De Minimis aid we are tasked with ensuring all relevant checks and forms are completed: 

  • Check the SME is eligible for De Minimis aid 

  • Ensure the Form 1a/b is completed and signed  

• The EDIH Network (DTA): Using the EDIH portal as a basis to: 

  • Perform the DMA’s 

  • Update performance indicators 

  • Engage in knowledge sharing and collaborations 

• The client (SME or PSO) is the most important entity in the whole process. It is essential to ensure that their needs and expectations are met and delivered upon. 

Another important component of our successful rollout of service delivery is our tiered approach to offering and executing services. Firstly, we integrate the DMA into a Tier 1 service so the client can engage in a deeper discussion with the team about their digital needs and gaps, while completing the DMA. After completing the initial Tier 1 service, the client becomes familiar with the EDIH process and is prepared to engage in more elaborate services. 

At the end of each tier, we complete a short report capturing key details such as the DMA score, delivery dates, contacts, and, importantly, a scope of work for a potential next tier of service. This report is produced in addition to any direct outputs from the services provided.

An example of this approach can be seen in the case of Place Engage Ltd. The client initially participated in the Discovery and Assessment service, where the Discovery phase facilitated an exploration of technology options to support design decisions for their envisioned platform. This exploration provided the foundation for the Technology Analysis service, where the findings were further developed into actionable insights.

Using the information and outputs generated from the Technology Analysis deliverables, Place Engage Ltd was able to inform the work undertaken as part of a subsequent Innovation Voucher programme. This programme resulted in the creation of a roadmap to guide the development of their envisioned platform.

Building on these positive experiences, the client has expressed interest in returning to the EDIH programme for Skills Development services. These services aim to enhance their understanding and expertise in critical technological areas, enabling them to continue innovating and growing their business.

Furthermore, Place Engage Ltd highlighted their positive collaboration with the EDIH in a recent episode of their iProperty Radio podcast, titled “Ireland’s Burgeoning Tech Sector”. The episode provides valuable insights into their journey and showcases the role of the EDIH in supporting their growth and innovation. You can listen to the episode here (https://www.youtube.com/watch?v=iZamRoKatI8).