Australian Government Architecture Reference Models Version 3.0

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62 Measurement Area Rationale Defined by 2203 Quality (service) 2204 Accessibility The service quality attribute is a univariate measurement that is framed by the context of the service. Quality is a subjective metric based on the experiences and expectations of the customer in accessing the services delivered. For services delivered by government that are intended to benefit individual entities, customer satisfaction is the appropriate measure. If the service is intended to influence the actions of the customer and benefit the government, customer impact is the appropriate measure. The quality of a service is linked to the accessibility of the service and the utilisation of the service. Service accessibility is an industry-recognised multivariate attribute combining the cost, effort and time expended by a customer in identifying and accessing a service. The accessibility of a service is a key determinant of its utilisation. Services with low levels of accessibility will experience either low levels of usage or high levels of customer dissatisfaction, while those with high accessibility are more likely to experience the opposite. Australian Government Architecture Reference Models Version 3.0 A. Customer satisfaction Qualitative measurements that describe how satisfied the targeted customer is with the product that has been produced. As this is a qualitative measurement, some form of customer survey will need to be developed to ascertain it. B. Customer impact Qualitative measurements that describe the impact of the service on the targeted customer. As this is a qualitative measure, a customer survey will need to be developed in order to capture it. A. Access cost Quantitative measurements that capture how much financial resource (money) has been expended by a customer in accessing a service. For example, did a user have to pay for a taxi fare in order to access a service? B. Access effort Quantitative measurements that describe the amount of effort that was expended by a customer in accessing a service. For example, if the service is an electronic service delivered via a website, how many times did the user have to try to access the web age (page refresh etc.)? C. Access time Quantitative measurements that capture how much time a customer expended in accessing a service. This measurement is always from the customer’s point of view, and the measurement commences from the moment the customer identifies the need for assistance, even if they are unaware of the service they need.
Measurement Area Rationale Defined by 2205 Timeliness and responsiveness The timeliness and responsiveness of a service is linked to the accessibility of the service and, through that accessibility, to utilisation of the service and the realisation of outcomes. A. Inquiries and requests Quantitative measurements of how much time elapses between an inquiry or request being lodged with a service and the response of the service to the customer. B. Delivery Quantitative measurements of how much time elapses in the delivery of a service to a customer. Australian Government Architecture Reference Models Version 3.0 63
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6 Service Reference Model .........
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Figure 4-26: Tasks measurement bran
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Page 23 and 24: LAYER DESCRIPTION Service Describes
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Page 33 and 34: Entity Name TRM Service Area Entity
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Page 67 and 68: 3 OUTPUTS 31 Products 32 Services 3
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Page 81 and 82: 4.7 Inputs domain It could be argue
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Business Sub Function Defines the s
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5.3.9 [109] Employment A Employment
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5.3.12 [1012] Immigration A Immigra
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5.3.14 [1014] International Relatio
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5.3.17 [1017] Natural Resources A N
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5.3.24 [1024] Trade A Trade involve
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5.4.1 [201] Credit and Insurance F
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5.5 Services Support Business Area
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5.6.1 [401] Administrative Manageme
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Example 1: Financial Assistance to
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6 Service Reference Model 6.1 Intro
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6.3 Customer Services Domain The Cu
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6.3.2 [1002] Customer Preferences C
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6.4.2 [1102] Routing and Scheduling
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6.5.1 [1201] Management of Process
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6.5.4 [1204] Supply Chain Managemen
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6.6.2 [1302] Document Management Ca
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6.7 Business Analytical Services Do
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6.7.3 [1403] Knowledge Discovery Ca
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6.8.1 [1501] Data Management Capabi
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6.8.4 [1504] Assets/Materials Manag
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6.9 Support Services Domain The Sup
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6.9.2 [1602] Collaboration Capabili
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6.9.6 [1606] Forms Management Capab
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7 Data Reference Model 7.1 Introduc
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7.4 DRM Implementation Framework Th
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Standardisation Area Description Da
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The DRM abstract model is an archit
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7.7 Data Context Standardisation Ar
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7.7.2 Guidance 7.7.2.1 The COI, its
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� Though cardinality is not expre
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Term Definition Other AGA Reference
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Figure 7-8: US DOI DRM Classificati
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section, as well as through the cat
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The following are definitions for e
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Term Definition Document (human rea
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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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Australian Government Architecture Reference Models Version 3.0

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