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TGFPLCP
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Content
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
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