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