Australian Government Architecture Reference Models Version 3.0

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164 Service Types provide an additional layer of categorisation that defines the business context of a specific Service component within a given domain. Each Service Type includes one or more Service Components that provide the ‘building blocks’ to deliver the Service Component capability to the business. A Service Component is defined as ‘a self contained business process or service with predetermined functionality that may be exposed through a business or technology interface’. The Service Types and Service Components are numbered in a sequential manner. The numbers themselves do not imply or describe a structure within the model. Service Domains Service Types Customer Services [1001] Customer Relationship Management Australian Government Architecture Reference Models Version 3.0 [1002] Customer Preferences [1003] Customer Initiated Assistance Process Automation Services [1101] Tracking and Workflow [1102] Routing and Scheduling Business Management Services [1201] Management of Process [1202] Organisational Management [1203] Investment Management [1204] Supply Chain Management Digital Asset Services [1301] Content Management [1302] Document Management [1303] Knowledge Management [1304] Records Management Business Analytical Services [1401] Analyses and Statistics [1402] Visualisation [1403] Knowledge Discovery [1404] Business Intelligence [1405] Reporting Back Office Services 15 [1501] Data Management [1502] Human Resources [1503] Financial Management [1504] Assets/Materials Management [1505] Development and Integration [1506] Human Capital / Workforce Management [Support Services [1601] Security Management [1602] Collaboration [1603] Search [1604] Communication [1605] Systems Management [1606] Forms Management Figure 6-2: SRM Overview 15 In the Australian Government, the term ‘Corporate Services’ is often used rather than ‘Back Office Services’, which often refers to non-client-facing processing of client transactions within the Australian Government context.
6.3 Customer Services Domain The Customer Services Domain (Figure 6-3) defines the set of capabilities that are directly related to an internal or external customer, the business’s interaction with the customer and the customer-driven activities or functions. The Customer Services Domain represents those capabilities and services that are at the front end of a business and interface at varying levels with the customer. [1001] Customer Relationship Management [100101] Call Centre Management [100102] Customer Analytics [100103] Sales and Marketing [100104] Product Management [100105] Brand Management [100106] Customer/Account Management [100107] Contract and Profile Management [100108] Partner Relationship Management [100109] Customer Feedback [100110] Surveys [100] Customer Services [1002] Customer Preferences [100201] Personalisation [100202] Subscriptions [100203] Alerts and Notifications Figure 6-3: Customer Services Domain [1003] Customer Initiated Assistance [100301] Online Help [100302] Online Tutorials [100303] Self-Service [100304] Reservations/Registration [100305] Multi-Lingual Support [100306] Assistance Request [100307] Scheduling Australian Government Architecture Reference Models Version 3.0 165
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Copyright Notice This work is copyr
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6 Service Reference Model .........
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Figure 4-26: Tasks measurement bran
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1.1 Audience This document is targe
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systems and process frameworks, suc
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At an agency level, these business
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� bridging data architectures. Th
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LAYER DESCRIPTION Service Describes
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3.4 Metamodel elements by layer 3.4
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Attributes Type Description Code St
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3.4.3 Service layer The Service lay
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Entity Name Service Entity Descript
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Entity Name TRM Service Area Entity
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Figure 4-1: The PRM Classification
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Figure 4-2: Linking the PRM to the
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Figure 4-5: Combining the TRM and t
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4.1.4.2 The Outcome Process Model F
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The PRM is structured in a way that
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4.1.4.5 Other References Australian
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The PRM is able to: � support pla
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4.1.5.3 Indirect Benefits The indir
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Level 4 Measurement groupings Level
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4.3.1 Program outcomes The followin
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Subtype Measures of effects that in
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Measurement Area Measures of effect
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4.4.1 Product consumption 2101 Time
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4.4.2 Service delivery 2201 Availab
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Measurement Area Rationale Defined
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3 OUTPUTS 31 Products 32 Services 3
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4.6 Work domain ‘Work’ is the g
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4.6.2 Ad hoc tasks 4201 Task effici
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Understanding the performance relat
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[4305] Process Reliability [4306] P
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4.7 Inputs domain It could be argue
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4.7.2 Data and information In the i
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4.7.5 Money 55 Money 5501 Costs (mo
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First order Second order Higher ord
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Measurement Indicator Rationale Cur
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4.9.2 Example 2: OPM used in operat
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BRM Business Area 1 Contains lines
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[109] Employment [10901] Human Reso
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5.3 Services for Citizens Business
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Business Sub Function Defines the s
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Business Sub Function Defines the s
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Page 207 and 208: Term Definition Other AGA Reference
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Concept Attribute Description Examp
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Figure 7-13: US FEA BRM Logical Dat
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While it may have been physical evi
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Based upon this analysis, the archi
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architect should plan to provide th
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Term Definition Exchange Package An
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7.9 DRM Abstract Model This section
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The table below summarises each of
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Term Definition Digital Data Resour
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The following are definitions for e
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The table below provides attributes
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Supplier A Supplier is an entity (p
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8.2 Structure Organised in a hierar
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8.3.1 [3001] Access Channels Access
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8.3.2 [3002] Delivery Channels Deli
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Service Standards Defined by Exampl
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Service Standards Defined by Exampl
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8.4 Service Platform and Infrastruc
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8.4.2 [3102] Delivery Servers Deliv
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Service Standards Defines Examples
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8.4.5 [3105] Hardware/Infrastructur
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8.5 Component Framework Service Are
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8.5.3 [3203] Business Logic Busines
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8.5.5 [3205] Data Management Data m
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8.6 Service Interface and Integrati
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8.6.3 [3303] Interface Interface de
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Term Definition Australian Governme
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Term Definition Business Service [t
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Term Definition Context [top] As re
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Term Definition Data Element Regist
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Term Definition Digital Rights Mana
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Term Definition Exchange Package [t
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Term Definition Management Context
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Term Definition Preferred Term [top
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Term Definition Semantic Web [top]
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Term Definition Technical Reference
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Term Definition eXtensible Markup L
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