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1. Guiding Principles
3. Critical Success Factors
2. Delivery Processes
4. Benefits Realisation Strategy
Business Management
Technology Management
Roadmap for Transformation
Com
mon
Term
inol
ogy
and
Ref
eren
ce M
odel
Policy Product Management
Policy Product Matrix
SOA-based ICT Systems – Realisation and Governance
Engagement with Stakeholders
Stakeholder Map
Transformational Business ModelFranchise Marketplace
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable Delivery
Benefitrealisation
Program Leadership
Channel Management
Channel Mapping
Channel Transformation
Channel Mix
Channel Shift Channel Optimisation
Channel Ownership
Cross-channel management
“Mixed economy”
strategy
Resources Management
Eco-system Participation
Customer Management
Brand-led Service Delivery
Customer Identity Management
CustomerEmpowerment
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Product Management
Marketing & communication
Customer Insight ManagementPartnerships
1. Guiding Principles
3. Critical Success Factors
2. Delivery Processes
4. Benefit Realisation Strategy
Business Management Customer Management Channel Management
Technology Management
Transformation Roadmap
Transformation Business Model
Policy Product Management
Brand-led Service Delivery
Citizen Identity Management
CitizenEmpowerment
Channel Mapping
Channel Transformation
Collaborative Stakeholder Governance
Com
mon
Term
inol
ogy
and
Ref
eren
ce M
odel
Milestones Matrix
Policy Map
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Stakeholder Map
Channel Ownership
Franchise Model
Product Management
Marketing & communication
Customer Insight Management
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable Delivery
Benefitrealisation
TGF Leadership
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
1. Guiding Principles
3. Critical Success Factors
2. Delivery Processes
4. Benefit Realisation Strategy
Business Management Customer Management Channel Management
Technology Management
Transformation Roadmap
Transformation Business Model
Policy Product Management
Brand-led Service Delivery
Citizen Identity Management
CitizenEmpowerment
Channel Mapping
Channel Transformation
Collaborative Stakeholder Governance
Com
mon
Term
inol
ogy
and
Ref
eren
ce M
odel
Milestones Matrix
Policy Map
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Stakeholder Map
Channel Ownership
Franchise Model
Product Management
Marketing & communication
Customer Insight Management
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Do-ability
Benefitrealisation
TGF Leadership
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable Delivery
Benefitsrealisation
delivered byPeople
(as service users)
People(as citizens)
Businesses
Business Management
TGF Leadership
Collaborative Stakeholder model
Transformation Business ModelPolicy Products
Transformation Roadmap
engages with
agrees
informs
informs
Franchise model
Delivers content and services to
Channel Management
Customer Management
uses
Citizen Identity Management
informs
Enables personalised services to
uses
Benefit realisation
Channel Mapping
Sets phased delivery plan for
Technology Management
Service- oriented
Architecture
enables
enables
Brand-led Service Delivery
Product Management
Marketing & communication
Customer Insight Management
informs
understands
Channel Transformation
Strategy
EcosystemParticipation
supports
Common terminology and reference model
Guiding Principles
Channel OptimisationChannel Shift
Cross-Channel Management
“Mixed Economy”
strategy
informs
Citizen Empowerment
enables
Drives service innovations
Resources Management
TGF Leadership
Collaborative Stakeholder model
Transformation Business Model
Transformation Roadmap
engages with
agrees
informs
informs
Common terminology and reference model
Guiding Principles
Policy Products
Citizen Identity Management
informs
Brand-led Service Delivery
Product Management
Marketing & communication
Customer Insight Managementunderstands
People(as service
users)
People(as citizens)
Businesses
engages with
delivers content and services to
uses….
… to deliver personalised services to
Citizen Empowerment
Framework
Enabling the market
Internal culture change
enables….
stimulates service innovation (C2C, B2C, B2G and C2G)
informs
Channel Optimisation
Channel Shift
Cross-Channel Management
Channel Transformation
Strategy
People(as service
users)
People(as citizens)
Businesses
“Mixed Economy”
strategy
Channel Mapping
Channel Ownership
Channel Mix
informs
Moves users into cheaper,
digital channels
Improves efficiency and
effectiveness of channels
Enables seamless customer
journeys across channels
Improves efficiency and
effectiveness of channels
Citizen Service Transformation
Wholesale Marketplace
Franchises
Retail Marketplace
Delivery Community
Joining-up done by Franchises at central, regional and local levels
One Stop Shop for government content and services
Business managementCustomer managementChannel managementTechnology management
Local / City depts / agencies
State / Country depts / agencies
Citizens
Other contributing organisations – public and
private
Central / Federal depts / agencies
Central entry point
Assured Inter-
mediation
Trusted and Interoperabletransactions and content
Citizen
The “Franchise Marketplace” business model for citizen-centric-government
Local / Regional
entry points
Central entry point
Business
Franchise
LeadAgency
IndustryOrganisations
Regulators
PolicyMakers
Politicians
Lobbyists
External Customers
Internal customers
External Influencers
External Partners
InternalInfluencers
InternalPartners
Service delivery agencies
Service delivery agencies
People (as service
users)Businesses People
(as citizens)
StandardsBodies
Suppliers
Third-sectorIntermediaries
TGF Leadership
Ministers
Support Ecosystem
RegistryServices
DirectoryServices
DevelopmentTooling
ChannelServices Security
ToolSupport Federation CommunicationsExisting
Asset Base
Inte
rnal
stak
ehol
ders
Exte
rnal
stak
ehol
ders
Private-sectorIntermediaries
Co-ordination function
I have multiple individual ‘identityrelationships’, e.g.
I participate in multiple groupidentities, e.g.
These identities may be intermediated, e.g.
For some purposes, my role is an important part of my identity, e.g.
CS Transform
Family
Company director
Tax inspector
Doctor
I do my mother’sonline tax return
My accountant does my tax return
Employer
Hospital
Bank
Tax authority
A conformant transformation program: Clearly identifies and
quantifies the impacts and outcomes it aims to achieve
Ensures clear line of sight between every investment and activity in the programme, the immediate outputs these produce, and the final targeted outcomes
A conformant transformation program:
Establishes clear quantified baselines for the current performance of target outputs and outcomes
Sets measurable success criteria
Tracks progress against planned delivery trajectories for each of the targeted outputs and outcomes
A conformant transformation program:
Establishes clear accountability and governance structures to manage benefit delivery.