Australian Government Architecture Reference Models Version 3.0

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166 6.3.1 [1001] Customer Relationship Management Capabilities within this Service Type are used to plan, schedule and control the activities between the customer and the enterprise, both before and after a product or service is offered. Service Component Defines the set of capabilities that 100101 Call Centre Management 100102 Customer Analytics 100103 Sales and Marketing 100104 Product Management 100105 Brand Management 100106 Customer/Account Management 100107 Contact and Profile Management 100108 Partner Relationship Management 100109 Customer Feedback 100110 Surveys Australian Government Architecture Reference Models Version 3.0 Handle telephone sales and/or service to the end customer Allow for the analysis of an organisation's customers, as well as the scoring of third-party information as it relates to an organisation’s customers Facilitate the promotion of a product or service and capture of new business Facilitate the creation and maintenance of products and services Support the application of a trade name to a product or service as well as developing an awareness for the name Support the retention and delivery of a service or product to an organisation's clients Provide a comprehensive view of all customer interactions, including calls, email, correspondence and meetings; also provides for the maintenance of a customer’s account, business and personal information Provide a framework to promote the effective collaboration between an organisation and its business partners, particularly members of the distribution chain (e.g. channel and alliance partners, resellers, agents, brokers and dealers) and other third parties that support operations and service delivery to an organisation’s customers; includes performance evaluation of partners, if necessary Is used to collect, analyse and handle comments and feedback from an organisation's customers Are used to collect useful information from an organisation's customers
6.3.2 [1002] Customer Preferences Capabilities within this Service Type allow an organisation's customers to change a user interface and the way that data is displayed. Service Component Defines the set of capabilities that 10201 Personalisation 100202 Subscriptions 100203 Alerts and Notifications 6.3.3 [1003] Customer Initiated Assistance Change a user interface and how data is displayed Allow a customer to join a forum, listserv, or mailing list Allow a customer to be contacted in relation to a subscription or service of interest Capabilities within this Service Type allow customers to proactively seek assistance and service from an organisation. Service Component Defines the set of capabilities that 100301 Online Help 100302 Online Tutorials 100303 Self-Service 100304 Reservations/Registration 100305 Multi-Lingual Support 100306 Assistance Request 100307 Scheduling Provide an electronic interface to customer assistance Provide an electronic interface to educate and assist customers Allow an organisation's customers to sign up for a particular service at their own initiative Allow electronic enrolment and confirmations for services Allow access to data and information in multiple languages Support the approach from a customer for support Define the set of capabilities that support the plan for performing work or service to meet the needs of an organisation’s customers Australian Government Architecture Reference Models Version 3.0 167
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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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Page 117 and 118: Business Sub Function Defines the s
Page 121 and 122: 5.3.9 [109] Employment A Employment
Page 125 and 126: 5.3.12 [1012] Immigration A Immigra
Page 127 and 128: 5.3.14 [1014] International Relatio
Page 133 and 134: 5.3.17 [1017] Natural Resources A N
Page 141 and 142: 5.3.24 [1024] Trade A Trade involve
Page 145 and 146: 5.4.1 [201] Credit and Insurance F
Page 149 and 150: 5.5 Services Support Business Area
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Page 163 and 164: Example 1: Financial Assistance to
Page 165 and 166: 6 Service Reference Model 6.1 Intro
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Page 171 and 172: 6.4.2 [1102] Routing and Scheduling
Page 173 and 174: 6.5.1 [1201] Management of Process
Page 175 and 176: 6.5.4 [1204] Supply Chain Managemen
Page 177 and 178: 6.6.2 [1302] Document Management Ca
Page 179 and 180: 6.7 Business Analytical Services Do
Page 181 and 182: 6.7.3 [1403] Knowledge Discovery Ca
Page 183 and 184: 6.8.1 [1501] Data Management Capabi
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Page 187 and 188: 6.9 Support Services Domain The Sup
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Page 193 and 194: 7 Data Reference Model 7.1 Introduc
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Page 197 and 198: Standardisation Area Description Da
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Page 203 and 204: 7.7.2 Guidance 7.7.2.1 The COI, its
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Page 207 and 208: Term Definition Other AGA Reference
Page 209 and 210: Figure 7-8: US DOI DRM Classificati
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Page 215 and 216: Term Definition Document (human rea
Page 217 and 218: Concept Attribute Description Examp
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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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