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TGFP
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Content
Table of Content
Visions
Vision [1]
Missions
Mission [1]
Values
Goals
Component 1: Guiding Principles
1.1: Understanding of Customers
1.2: Customer Needs
1.3: Citizen Service Transformation
1.4: Market Growth
1.5: Critical Success Factors
Component 2: Critical Success Factors
2.1: Strategic Clarity
2.1.1: Whole-of-Government View
2.1.2: Vision
2.1.3: Business Case
2.1.4: Results
2.2: Leadership
2.2.1: Support
2.2.2: Leadership Skills
2.2.3: Collaborative Governance
2.3: User Focus
2.3.1: Holistic View
2.3.2: Citizen Centricity
2.3.3: Citizen Empowerment
2.4: Stakeholder Engagement
2.4.1: Stakeholder Communication
2.4.2: Cross-Sectoral Partnership
2.5: Skills
2.5.1: Skills Mapping
2.5.2: Skills Integration
2.6: Supplier Partnership
2.6.1: Supplier Selection
2.6.2: Supplier Integration
2.7: Future-Proofing
2.7.1: Interoperability
2.7.2: Web-Centric Delivery
2.7.3: Agility
2.7.4: Shared Services
2.8: Achievable Delivery
2.8.1: Phased Implementation
2.8.1.1: Citizens and Businesses
2.8.1.2: Priorities
2.8.1.3: Exemplars
2.8.1.4: Learning
2.8.2: Continuous Improvement
2.8.3: Risk Management
2.9: Benefit Realization
Component 3: Delivery Processes
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
Component 4: Benefit Realisation Strategy
4.1: Benefit Mapping
4.2: Benefit Tracking
4.3: Benefit Delivery
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