Table of Content

• Visions


• Missions


• Values


• Goals
• Component 1: Guiding Principles
• 1: Guiding Principles
• 1.1: Citizen and Business Customers
• 1.2: Customer Needs
• 1.3: Service Transformation
• 1.4: Market Growth
• 1.5: Critical Success Factors
• Component 2: Delivery Processes
• 2.1: Business Management
• 2: Program Leadership
• 2.1: Vision
• 2.2: Mid-Term Steps
• 2.3: Commitment
• 2.4: Accountability
• 2.5: Program Management
• 2.6: Leadership Team
• 2.7: Government-to-Government Cooperation
• 3: Stakeholder Engagement
• 3.1: Stakeholder Governance
• 3.2: Stakeholder Engagement
• 3.3: Understanding
• 3.4: Stakeholder Map
• 3.5: Service Ecosystem
• 4: Terminology and Reference Model
• 4.1: Stakeholder Understanding
• 4.1.1: Stakeholder Agreement
• 5: Policy Products
• 5.1: Matrix
• 6: Transformational Business Model
• 6.1: Citizen and Business Needs
• 6.1.1: Accessibility
• 6.1.2: Intermediaries
• 6.2: Silos
• 6.2.1: Business and Information Architecture
• 6.2.2: Incentives and Business Processes
• 6.2.3: Cross-Government Strategy
• 6.2.4: Re-Use and Interoperability
• 7: Franchise Marketplace
• 7.1: Franchise Businesses
• 7.1.a: Customer Segments
• 7.1.b: Content and Transactions
• 7.1.c: Public Service Improvement
• 8: Roadmap for Transformation
• 8.1: Transformation Roadmap
• 8.2: Quick Wins
• 8.3: Priority Services
• 8.4: Learning
• 8.5: Exemplars and Champions
• 2.2: Customer Management
• 9: Brand-Led Service Delivery
• 9.1: Key Pillars
• 9.1.i: Customer Insight
• 9.1.ii: Product Management
• 9.1.iii: Marketing and Communication
• 10: Stakeholder Empowerment
• 10.1: Service Design and Delivery
• 10.2: Service Innovation
• 10.3: Technology Tools
• 10.4: Non-Personally Identifiable Data
• 11: Customer Identity Management
• 11.1: Customer Identity Management Framework
• 11.1.1: Business Architecture
• 11.1.2: Technology Architecture
• 11.1.3: Control of Data
• 2.3: Channel Management
• 12: Channel Management Framework
• 12.1: Channel Management Framework
• 12.1.1: Audit
• 12.1.2: Vision and Roadmap
• 13: Channel Mapping
• 13.1: Customer Interactions
• 13.2: Holistic Approach
• 14: Channel Transformation
• 14.1: Channel Transformation Strategy
• 14.1.1: Digital Channels
• 14.1.2: Cost and Performance
• 14.1.3: Cross-Channel Management
• 14.1.4: Mixed Economy Delivery
• 14.1.5: Partnerships
• 2.4: Technology Management
• 15: Resources Management
• 15.1: Asset Management
• 15.2: Issue Management
• 16: Technology Development and Management
• 16.1: Open Standards and SOA Principles
• 16.2: SOA-RM
• 16.3: Building Blocks
• 16.4: Manage Building Block
• 16.5: Open Standards
• 16.6: TCO
• Component 3: Critical Success Factors
• 17: Critical Success Factors
• 18: Skills
• 18.1: Skills Mix
• 18.2: Skills Mapping
• 18.3: Buy-In or Borrowing
• 18.4: Leadership Skills
• 18.5: Skills Integration and Transfer
• 19: Supplier Partnership
• 19.1: Long-Term Value
• 19.2: Top-Level Management
• 19.3: Issue Reviews
• 19.4: Pragmatic Solutions
• 19.5: Client/Supplier Integration
• 19.6: Win-Win
• Component 4: Benefits Realization Strategy
• 20: Benefits Realization
• 20.1: Benefits Realization Strategy
• 20.1.i: Benefit Mapping
• 20.1.ii: Benefit Tracking
• 20.1.iii: Benefit Delivery