1. Guiding Principles

1. 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 Channel Mix Channel Ownership Engagement with Stakeholders Technical Architecture Stakeholder Map Internal culture change Identity Policy Framework Transformational Business Model Channel Transformation Franchise Marketplace Channel Optimisation Channel Shift Brand-led Service Delivery Product Management Marketing & communication Policy Product Management Cross-channel management “Mixed economy” strategy Policy Product Matrix 4. Benefits Realisation Strategy Customer Insight Management Partnerships Roadmap for Transformation Technology Management SOA-based ICT Systems – Realisation and Governance Resources Management Eco-system Participation 3. Critical Success Factors Stakeholder engagement Strategic clarity Skills Future-proofing Benefit realisation Supplier partnership Achievable Delivery Leadership User focus

2. 1. Guiding Principles 2. Delivery Processes Business Management Customer Management Channel Management Common Terminology and Reference Model Citizen Identity Management Citizen Empowerment Channel Mapping TGF Leadership Business Architecture Enabling market demand Channel Mix Channel Ownership Collaborative Stakeholder Governance Stakeholder Map Technical Architecture Internal culture change Identity Policy Framework Transformation Business Model Franchise Model Channel Transformation Channel Shift Channel Optimisation Brand-led Service Delivery Product Management Marketing & communication Policy Product Management Policy Map 4. Benefit Realisation Strategy Cross-channel management “Mixed economy” strategy Customer Insight Management Transformation Roadmap Milestones Matrix Technology Management SOA-based ICT Systems – Realisation and Governance Resources Management Eco-system Participation 3. Critical Success Factors Stakeholder engagement Strategic clarity Skills Future-proofing Benefit realisation Supplier partnership Achievable Delivery Leadership User focus

3. 1. Guiding Principles 2. Delivery Processes Business Management Customer Management Channel Management Common Terminology and Reference Model Citizen Identity Management Citizen Empowerment Channel Mapping TGF Leadership Business Architecture Enabling market demand Channel Mix Channel Ownership Collaborative Stakeholder Governance Stakeholder Map Technical Architecture Internal culture change Identity Policy Framework Transformation Business Model Franchise Model Channel Transformation Channel Shift Channel Optimisation Brand-led Service Delivery Product Management Marketing & communication Policy Product Management Policy Map 4. Benefit Realisation Strategy Cross-channel management “Mixed economy” strategy Customer Insight Management Transformation Roadmap Milestones Matrix Technology Management SOA-based ICT Systems – Realisation and Governance Resources Management Eco-system Participation 3. Critical Success Factors Stakeholder engagement Strategic clarity Skills Future-proofing Benefit realisation Supplier partnership Leadership User focus Do-ability

4. Stakeholder engagement Strategic clarity Skills Future-proofing Benefits realisation Supplier partnership Achievable Delivery Leadership User focus

5. Business Management Customer Management informs Citizen Identity Management Technology Management informs TGF Leadership enables Enables personalised services to Product Management Marketing & communication engages with Citizen Empowerment Service- oriented Architecture enables Collaborative Stakeholder model Customer Insight Management understands Drives service innovations supports agrees Guiding Principles Common terminology and reference model Ecosystem Participation Brand-led Service Delivery informs uses People (as service users) Delivers content and services to People (as citizens) Resources Management Policy Products Transformation Business Model delivered by Franchise model uses Businesses informs Channel Transformation Strategy Sets phased delivery plan for Transformation Roadmap Channel Optimisation Channel Shift informs enables Channel Mapping Cross-Channel Management “Mixed Economy” strategy Benefit realisation Channel Management

6. TGF Leadership engages with Collaborative Stakeholder model agrees Guiding Principles Common terminology and reference model informs Policy Products Transformation Business Model informs Transformation Roadmap

7. Product Management Marketing & communication engages with informs Customer Insight Management understands informs Brand-led Service Delivery People (as service users) People (as citizens) stimulates service innovation (C2C, B2C, B2G and C2G) Enabling the market Internal culture change delivers content and services to Businesses Citizen Empowerment Framework … to deliver personalised services to Citizen Identity Management uses…. enables….

8. Channel Mapping Channel Transformation Strategy informs Moves users into cheaper, digital channels Channel Shift Channel Mix People (as service users) People (as citizens) Improves efficiency and effectiveness of channels Channel Ownership Channel Optimisation Businesses Enables seamless customer journeys across channels Cross-Channel Management Improves efficiency and effectiveness of channels “Mixed Economy” strategy

9. The “Franchise Marketplace” business model for citizen-centric-government Central / Federal depts / agencies Delivery Community State / Country depts / agencies Wholesale Marketplace Franchises Retail Marketplace Joining-up done by Franchises at central, regional and local levels Central entry point Central entry point One Stop Shop for government content and services Citizen Business Citizens Local / Regional entry points Business management Customer management Channel management Technology management Assured Inter-mediation Trusted and Interoperable transactions and content Local / City depts / agencies Other contributing organisations – public and private Citizen Service Transformation

10. External stakeholders External Customers Third-sector Intermediaries People (as service users) People (as citizens) Businesses Lobbyists Suppliers Private-sector Intermediaries Industry Organisations Franchise External Influencers External Partners Standards Bodies Regulators Internal Influencers Internal Partners Internal stakeholders Service delivery agencies Politicians Co-ordination function TGF Leadership Ministers Lead Agency Service delivery agencies Policy Makers Support Ecosystem Internal customers Communications Tool Support Federation Existing Asset Base Registry Services Directory Services Development Tooling Channel Services Security

11. I participate in multiple group identities, e.g. I have multiple individual ‘identity relationships’, e.g. Employer Family Hospital Bank CS Transform Tax authority For some purposes, my role is an important part of my identity, e.g. These identities may be intermediated, e.g. Company director I do my mother’s online tax return Tax inspector My accountant does my tax return Doctor

12. Benefit mapping Benefit mapping Benefit tracking Benefit tracking Benefit delivery Benefit delivery

13. Stakeholder Mapping Collaborative Stakeholder Engagement Model Outcome Awareness Understanding Buy-in Action