Table of Content

• Visions
• Vision [1]


• Missions
• Mission [1]


• Values
• Value [1] Strategic Clarity
• Value [2] Leadership
• Value [3] User Focus
• Value [4] Stakeholder Engagement
• Value [5] Skills
• Value [6] Supplier Partnership
• Value [7] Future-Proofing
• Value [8] Do-ability
• Value [9] Benefit Realisation


• Goals
• 1: Service Delivery
• 1.1: Vision
• 1.2: Business Model
• 1.2.1: Reorganization
• 1.2.1.1: Virtual Franchise Businesses
• 1.2.1.2: Delivery Community
• 1.2.1.2.1: Virtual Delivery Structure
• 1.2.1.2.2: Existing Structure
• 1.2.1.2.3: Tasking
• 1.2.1.2.4: Points of Failure
• 1.2.1.2.5: Operating Model
• 1.2.1.2.6: Risk Management
• 1.2.1.2.7: Change Agents
• 1.2.1.3: Service Provision
• 1.2.1.3.1: Market Framework
• 1.2.1.3.2: Web 2.0
• 1.2.1.4: Cloud Computing
• 1.3: Policy
• 1.4: Transformation Roadmap
• 1.4.1: Plan
• 1.4.1.1: Transformation Vision
• 1.4.1.2: Strategic Business Case
• 1.4.1.3: Enterprise Architecture
• 1.4.1.4: Delivery Roadmap
• 1.4.1.4.1: Change Management Plan
• 1.4.1.4.2: Capabilities and Governance
• 1.4.1.4.2.1: Sourcing Strategy
• 1.4.1.4.2.2: Migration Strategy
• 1.4.1.4.2.3: Risk Management Strategy
• 1.4.1.4.2.4: Benefit Realisation Plan
• 1.4.2: Initiation
• 1.4.2.1: Early Quick Wins
• 1.4.2.2: Governance
• 1.4.2.3: Delivery Partners
• 1.4.3: Delivery
• 1.4.4: Transformation
• 1.5: Citizen-Centric Customer Management
• 1.5.1: Marketing and Branding
• 1.5.1.1: Target Market
• 1.5.1.2: Learning
• 1.5.1.3: Offer
• 1.5.1.4: Branding
• 1.5.1.5: Channels
• 1.5.1.6: Awareness
• 1.5.1.7: Demand
• 1.5.1.8: Reminders
• 1.5.1.9: Change
• 1.5.2: Identity Management
• 1.5.2.1: Business Architecture
• 1.5.2.2: Technology Architecture
• 1.5.2.3: Citizen Control
• 1.5.3: Citizen Empowerment
• 1.5.3.1: Culture
• 1.5.3.2: Demand
• 1.5.3.2.1: Rules and Processes
• 1.5.3.2.2: Technology Architecture
• 1.6: Channel Management
• 1.6.1: Channel Mix
• 1.6.2: Channel Ownership
• 1.6.3: Channel Audit
• 1.6.4: Channel Shift Strategy
• 1.6.5: Channel Optimisation
• 1.6.6: Cross-Channel Service Management
• 1.6.6.1: Service Improvement
• 1.6.6.2: Cost Reduction
• 1.6.7: Service-Oriented Technology Management