1. Guiding Principles

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1. Guiding Principles 3. Critical Success Factors 2. Delivery Processes 4. Benefit Realisatio Strategy Business Management Technology Management Roadmap for Transformation Common Terminology and Reference Model Policy Product Management Policy Product Matrix SOA-based ICT Systems – Realisation and Governance Engagement with Stakeholders Stakeholder Map Transformational Business Model Franchise Marketplace Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future- proofing Achievable Delivery Benefit realisation Program Leadership Channel Management Channel Mapping Channel Transformation Channel Mix Channel Shift Channel Optimisati on Channel Ownership Cross- channel management “Mixed economy” strategy Resources Management Eco-system Participatio n Customer Management Brand-led Service Delivery Customer Identity Management Customer Empowerment Business Architectu re Technical Architectu re Identity Policy Framework Enabling market demand Internal culture change Product Management Marketing & communicati on Customer Insight Management Partnerships

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1. Guiding Principles. 2. Delivery Processes. Business Management. Customer Management. Channel Management. Customer Identity Management. Customer Empowerment. Channel Mapping. Program Leadership. Common Terminology and Reference Model. Business Architecture. Enabling market demand. - PowerPoint PPT Presentation

Transcript of 1. Guiding Principles

Page 1: 1. Guiding Principles

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

Page 2: 1. Guiding Principles

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

Page 3: 1. Guiding Principles

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

Page 4: 1. Guiding Principles

Strategic clarity

Leadership

Skills

User focus

Stakeholderengagement

Supplier partnership

Future-proofing

Achievable Delivery

Benefitsrealisation

Page 5: 1. Guiding Principles

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

Page 6: 1. Guiding Principles

TGF Leadership

Collaborative Stakeholder model

Transformation Business Model

Transformation Roadmap

engages with

agrees

informs

informs

Common terminology and reference model

Guiding Principles

Policy Products

Page 7: 1. Guiding Principles

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

Page 8: 1. Guiding Principles

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

Page 9: 1. Guiding Principles

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

Page 10: 1. Guiding Principles

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

Page 11: 1. Guiding Principles

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

Page 12: 1. Guiding Principles

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.

Benefit mapping Benefit tracking Benefit delivery

Page 13: 1. Guiding Principles

Awareness

Understanding

Buy-in

Action

Stakeholder Mapping

Stakeholder Engagement Structures

Stakeholder Engagement

Incentives

Stakeholder Engagement

Processes

Collaborative Stakeholder Engagement Model

Outcome