Component 3: Delivery Processes

Re-invent every stage of the service delivery process.

Other Information:

Delivering the principles outlined in Component 1, in line with the Critical Success Factors detailed in Component 2, involves re-inventing every stage of the service delivery process. The Transformational Government Framework identifies four main delivery processes, each of which must be managed in a government-wide and citizen-centric way in order to deliver effective transformation: * Business Management * Customer Management * Channel Management * Technology Management

Objective(s):

3.1: Business Management Framework

3.1.1: Leadership

3.1.2: Stakeholder Governance Model

3.1.3: Terminology and Reference Model

3.1.4: Transformation Business Model

3.1.5: Policy Products

3.1.6: Transformation Delivery Roadmap

3.2: Customer Management Framework

3.2.1: Brand-led Service Delivery

3.2.1.1: Needs of Citizens and Businesses

3.2.1.2: Product Management

3.2.1.3: Brand Values

3.2.2: Identity Management

3.2.3: Citizen Empowerment

3.3: Channel Management Framework

3.3.1: Channel Mapping

3.3.2: Channel Transformation Strategy

3.3.2.1: Digital Channels

3.3.2.2: Cost and Performance

3.3.2.3: Cross-Channel Management

3.3.2.4: Mixed Economy

3.4: Technology Management Framework

3.4.1: Resources Management

3.4.2: Ecosystem Participation

3.4.3: Realisation and Governance

3.4.3.1: Goals, Motivations and Requirements

3.4.3.2: Ownership of Components

3.4.3.3: Service Realisation and Re-Use

3.4.3.4: Service Descriptions and Contracts

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